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Purecloud User
What do you like best about the product?
I like best the reporting capabilities and that it links to Salesforce
What do you dislike about the product?
That it does not have the clearest sound quality
What problems is the product solving and how is that benefiting you?
We were solving the remote working ability as well as not being able to track what users were doing
Recommendations to others considering the product:
Make sure that your company has the ability to support Amazon Web Based services platform.
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Genesys PureCloud - Genesys becoming one stop solution
What do you like best about the product?
Easy to use, deploy, less effort needed, easy to understand
What do you dislike about the product?
less documentation on understanding some concepts
What problems is the product solving and how is that benefiting you?
Contact Center Infrastructure
Managing customer experience through ipcc
What do you like best about the product?
Ability to use different language selection and Ai to route interaction with speech storm and conversational manager
What do you dislike about the product?
Live chat functionality is not allowing us to initiate chat back with customer.
What problems is the product solving and how is that benefiting you?
Email replies
Recommendations to others considering the product:
Still work in progress. Social media and live chat needs improvement
Benifiting from Genesys!
What do you like best about the product?
The community forums, support & ease of finding the information I might be looking for.
What do you dislike about the product?
The product cost. It is holding us back from expanding our use at this point.
What problems is the product solving and how is that benefiting you?
Our Stores are extremely busy during spring and fall & this is helping them not answer the phones for information calls.
PureCloud CCaaS
What do you like best about the product?
Simple user-friendly interface
Drag and drop configuration
Open API for customisation with other systems
Drag and drop configuration
Open API for customisation with other systems
What do you dislike about the product?
pricing structure can be difficult to understand
What problems is the product solving and how is that benefiting you?
Internal support centre located across the globe allows simple universal routing
Great connections
What do you like best about the product?
I love the integration capabilities, especially with Salesforce. Creating data actions within the IVR based on customer information from Salesforce has made such a huge impact on our ability to better serve our customers.
What do you dislike about the product?
While there are great premade reports within PureCloud, I wish there was a way to create and customize unique reports. I would also appreciate the ability to flag the customer's journey through our IVR.
What problems is the product solving and how is that benefiting you?
We have been using PureCloud as our telephony system and workforce management for 2 years now. While being a customer, PureCloud has released some great changes, including SMS, which we have recently started to implement.
Administering Contact Centre infrastructure 719
What do you like best about the product?
The systems are well integrated and there is a lot of web help available
What do you dislike about the product?
Some features are managed through separate consoles
What problems is the product solving and how is that benefiting you?
Effective management of client communications, multiple site integration for a better experience and pooling of knowledge
Recommendations to others considering the product:
Check the licensing types and optional features available in the Tier you choose
Genesys PureCloud - Good Idea but Not Ready for Prime Time
What do you like best about the product?
Being able to have a phone system without all the supporting hardware and servers at the sites.
What do you dislike about the product?
Administration and changes are cumbersome, slow, kludgey and there is virtually no support.
What problems is the product solving and how is that benefiting you?
Some customers required a cloud solution, so we implemented Purecloud and the BYOC solution to allow them to utilize existing SIP trunks with the cloud based phone system met all their needs.
Recommendations to others considering the product:
Really take a good look at the day to day changes you might need and the difficulty of making call flow changes with this product. PureCloud which is very new, is still missing features that premise systems have had for 15+ years. In addition, doing simple call flow changes requires a developer to understand the system and the documentation and support is not good.
Purecloud user review
What do you like best about the product?
This product is able to help the user save a huge amount of cost, simply because it is able to bypass the need to host more telephony hardware and servers. I also like the user interface, it is relatively user-friendly and the short guide is quite helpful when you click on the ? sign, but this can be improved as well.
What do you dislike about the product?
When we construct call flows using Architect, the Expression syntax appears to be a problem because there's very few information source on how to construct a proper logical expression. Multi Factor Authentication can also present a problem because after we setup based on the guide to integrate with Azure AD premium, the MFA login attempt has issues with redirecting to the correct webpage, and there's not much helpful information provided to assist us in resolving the issue.
What problems is the product solving and how is that benefiting you?
It is astonishing to realize that PureCloud can provide almost every functionality like what PureEngage has to offer. For a small scaled contact centre, PureCloud is definitely the product to go to.
Recommendations to others considering the product:
They are strongly recommended to have background in telephony setup as its quite challenging to set and test the telephony part. As for call flow, the challenge lies on constructing the correct logical expression and to test the flow using data integration with the client.
pure cloud
What do you like best about the product?
it works well ,right along with in house program,s designed to propel business int a new arena ,it also is very easy to get new employees up to spreed with how to use it on a day to day basis
What do you dislike about the product?
it is a bit expensive to implement and train co-workers but onc eit is up and running it is extremely useful and profitable
What problems is the product solving and how is that benefiting you?
to keep our data secure and our clients in check,also it helps to keep streamlining our business contacts and keep our cloud-data secure and safe form hacking and dta theft
Recommendations to others considering the product:
us eit and see if it melds well with existing products
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