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Contact Center made easy
What do you like best about the product?
The PureCloud interface is really nice and intuitive to use.
What do you dislike about the product?
I don't like that there isn't a fully functional mobile app.
What problems is the product solving and how is that benefiting you?
We are able to get interactions answered in a timely manner as well as serving our customers well with our omnichannel efforts.
Recommendations to others considering the product:
It's a great system that gives you a lot of capabilities in one easy to use interface.
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I operate administer and operate PureCloud on a daily basis for my department.
What do you like best about the product?
I like that PureCloud allows my department to reach out to hundreds of people a day.
What do you dislike about the product?
PureCloud and Genesis don't do enough to notify before changes and updates are rolled out. Our agents experience many issues with dialing and statuses.
What problems is the product solving and how is that benefiting you?
The major benefit comes from our agents not having to dial leads manually.
Recommendations to others considering the product:
Establish a solid relationship with tech support. For quick and easy support. You won't want to let small issues become large issues.
Genesys Purecloud
What do you like best about the product?
Ease of configuration and robust metrics that are only a click away.
What do you dislike about the product?
Not much. If there are any negatives it would be in the lack of usability of the canned reports.
What problems is the product solving and how is that benefiting you?
Quick deployment of an IVR across multiple global business units.
Recommendations to others considering the product:
Take a close at the ease of set-up and deployment of Genesys Purecloud.
Good for sale's queue
What do you like best about the product?
I like the efficiency with how fast I am able to get through my outbound calls.
What do you dislike about the product?
It keeps my missed calls metrics even after hours so it affects my goals.
What problems is the product solving and how is that benefiting you?
We are able to assure that leads get the quickest service possible by having our whole team on a sales queue.
Genesys PureCloud Review
What do you like best about the product?
The scheduling function has allowed us to heavily reduce our abandon rate. This is done with peak interval impacts and allocating breaks around this and allows us to fine-tune scheduling in line with our customers' behaviour. This has allowed us to deliver and exceed our contractual SLA’s with neither impairing our customers' experience or our employee satisfaction. The introduction of Workforce Management provided by Genesys has allowed us to report on events such as Overtime, Lateness and training time, with ease and great accuracy.
What do you dislike about the product?
We had some poor quality experiences for a few months halfway through our Genesys Journey as a customer but I have to admit Genesys took our feedback head on and tried everything in their power to help us overcome this lower standard of service in their Customer Care section. If we look back at the past year it's been improved and I feel like they continue to improve their services to us as a customer.
What problems is the product solving and how is that benefiting you?
Agents are now handling 50% more calls per month than the same time last year. This has once again minimized cost of operations and allowed us to retain more awards including best value, we were able to keep low rates on our insurance products due to keeping operational costs to a minimum. This has allowed management to cross skill our staff to be able to handle email & online communications, together with claims handling all done while they are on queue ready to help our customers. Our staff have increased adherence to their schedule from 2017 till 2018 by 30%, with the introduction of Workforce Management we have implemented a new KPI for adherence to schedule with a target of 95-96%. This has allowed us to both minimize wait times across the board for all our brands for our customers and create more training time to up-skill and multi-skill our staff.
Recommendations to others considering the product:
It's an easy out of the box solution that can cater to a variety of business needs without a very large scale cost to set up the solutions for contact centers.
The fact that we also have Quality Assurance, Scheduling, Rostering, Reporting, Forecasting, Workforce Management tools, and a Document Management folder all in the one program is so user-friendly. I guess having the omnichannel approach is very exciting from a customer point of view rather than having a dozen different links and systems doing all the separate tasks.
The fact that we also have Quality Assurance, Scheduling, Rostering, Reporting, Forecasting, Workforce Management tools, and a Document Management folder all in the one program is so user-friendly. I guess having the omnichannel approach is very exciting from a customer point of view rather than having a dozen different links and systems doing all the separate tasks.
Do it.
What do you like best about the product?
Availability, easy implantation, improve your business and your customer experience.
Easy maintenance, easy to learn.
Easy maintenance, easy to learn.
What do you dislike about the product?
Nothing. I love it, It´s true nothing is perfect, but I can check every day how PC is a much better day after day.
Reports
Dialer
Reports
Dialer
What problems is the product solving and how is that benefiting you?
We improve contact centre level service, CX and agents jobs. Forecast.
Our business improves.
Costumer experience
Billing cost
Maintenance costs
Agents experience.
Our business improves.
Costumer experience
Billing cost
Maintenance costs
Agents experience.
Recommendations to others considering the product:
No
PureCloud
What do you like best about the product?
The ability to amend/change the IVR very quickly and efficiently is one of their selling points... The system is good to use from both an Admin and end user perspective.. It is a very intuitive system and the processes flow seamlessly together. PureCLoud support are second to none they are on hand to support fairly quickly and 9/10 are able to deal with any issues within 24hrs.
What do you dislike about the product?
The reporting from PureCloud could be a little better. The ability to custom build reports would be a massive selling point for them as the Out of the box reports are sometimes a little clunky to use however when you get used to them and the format they export out in they are usable with good detail.
What problems is the product solving and how is that benefiting you?
We have been able to solve the OMNI channel issue with the installation of PureCloud. We now have a dedicated team that deals with Calls, Email & Chat with little to know issues. They are all multi-skilled now in the different media types which means we are able to maintain a steady service level whilst delivering good customer service for all types of communication in to us. We have now realized that we can unlock other areas within the OMNI channel looking at social media, text and also NPS results on the back of phone calls.
Recommendations to others considering the product:
They are very good with the initial build and deployment, if you provide the accurate and up to date call flows they build exactly as you request so its a fab time to integrate new features that you currently are unable to use. Their support is good and the turn around is fairly quick when dealing with an issue - They also have a community that you can sign up to which is great for troubleshooting or gathering insights from other businesses.
Big Bang for the Org!
What do you like best about the product?
The community & support docs are extremely valuable
What do you dislike about the product?
The price moving to the next level is a hard pill to swallow.
What problems is the product solving and how is that benefiting you?
Solving bad Customer experiences, Stores being too busy to answer calls no longer have to be tied to the phone.
Recommendations to others considering the product:
If you are looking for a simple product that will do a & b, then Genesys is the way to go. It is easy to configure, easy to administrator.
Purecloud for Telephonic Care Management
What do you like best about the product?
Purecloud allows our Care Managers to interact securely with patients of our Care Management program. As a healthcare company, it was important for us to choose a call center solution that protects our patient/care manager health related communications.
What do you dislike about the product?
Although Purecloud has many of the features we require, we could benefit from more reporting options. Purecloud does partner with a third-party vendor to meet this need currently but it would be nice if it could be offered as part of our plan.
What problems is the product solving and how is that benefiting you?
Purecloud is an easy solution for our care managers to access when calling patients of our program. It is user-friendly and allows many of the features we require to include call recording and HIPAA security.
CTI Manager at Televisa Telecom Mexico.
What do you like best about the product?
the flexibility that offer to conect agent at any place around our organization, and th statics on line is the best to take actions.
What do you dislike about the product?
the quality of voice over IP, at less we have the best practice at the industry with LAN and WAN.
What problems is the product solving and how is that benefiting you?
We like to implemnet a PureCloud for our technical service.
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