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Great value contact platform
What do you like best about the product?
Very easy to use platform that's flexible and has all the bells and whistles you need to effectively manage.
What do you dislike about the product?
Reporting could provide for more custom reports
What problems is the product solving and how is that benefiting you?
More responsive
Better quality
Follow up to customers
Call queue
Reporting and forecasting
Better quality
Follow up to customers
Call queue
Reporting and forecasting
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implement more than pure cloud site
What do you like best about the product?
All in one solution that had all what we need to have a great Customer experience
What do you dislike about the product?
troubleshooting we need more interface for see what is the issue and fixe it.
What problems is the product solving and how is that benefiting you?
easy for implement and can go live within 4 days.
Recommendations to others considering the product:
Make more troubleshooting steps and interface to know where is the issues that faced the organization
PureCloud review.
What do you like best about the product?
PureCloud is reliable and a good system for our need.
What do you dislike about the product?
Customer Service and we have sometimes problem with the system not being available.
What problems is the product solving and how is that benefiting you?
Call Center.
Purecloud the dialing master
What do you like best about the product?
It is so user friendly, it just act like a social network, so easy to interconnect within the employees, dialing features and call recording features are awesome,wrap up codes for calls helps to pull out specific calls very easily, it even has a LinkedIn import feature. Providing name of the customer during inbound calls is the best features, I loved it very much
What do you dislike about the product?
The technical support of pure cloud is not upto the mark. It take more time to solve an issue. We had days when we were not able to make calls because of there server problem. We need proper network while using Purecloud otherwise the application crashes and we have to login again .
What problems is the product solving and how is that benefiting you?
We have replaced the Conventional telephone with online dialing system using purecloud it helps to save time for agents and increase the number of sales. Auditing calls providing feedback features are major advantages
Recommendations to others considering the product:
If you are looking for a user friendly cloud service platform for communication and for sales purpose pure cloud is the best, but it lacks technical support .
Comprehensive Service Hindered by a Cluttered UI
What do you like best about the product?
The multitude of features and platform capabilities
What do you dislike about the product?
The overlapping UI. In order to fully utilize the service you have to have an entire monitor dedicated to it. Previous softphones I've used (RingCentral for example) require very little space and efficiently uses said space efficiently.
What problems is the product solving and how is that benefiting you?
Our business is comprised of a family of smaller companies. We needed a unified platform that would be flexible enough to handle each company's idiosyncratic needs, and PureCloud definitely delivers.
Recommendations to others considering the product:
If you plan on using this service, make sure you have access to multiple displays
Great experience with a competent team behind it
What do you like best about the product?
PureCloud is currently in the "eye of the storm" regarding virtualization and the future of customer journeys. It has standard integration with major CRM platforms, and if this is not available, there are partners that can provide this functionality relatively easily (such as Avtex for Dynamics). New channels and functionalities are being added frequently. PureCloud is a safe bet if you don't want to be left behind in your customer interaction capabilities in the ever-accelerating world of technology and business.
What do you dislike about the product?
The only drawback I can mention is that the PureCloud doesn't necessarily equally well with all underlying cloud communication platforms, so you should make sure you are running an ideal "stack" before deploying.
What problems is the product solving and how is that benefiting you?
Creating seamless integration with new CRM technologies including integrating new channels to the customer journey and also supporting call center failover/DR capabilities through the work-from-anywhere approach that a cloud call center solution provides.
Fast deployment and and great collaboration features
What do you like best about the product?
The built in collaboration features make this platform have a nice built-in feature set to allow it to replace the need for slack or other collaboration platforms as add-ons. This allows for a better overall integration between the collaboration and contact center platform as well as reduced overhead maintaining multiple accounts.
What do you dislike about the product?
The feature set isn't as robust as PureConnect and you have significantly less control over the environment. Some of the configuration tasks can feel slightly cumbersome for a recent as PureCloud was developed.
What problems is the product solving and how is that benefiting you?
We have not fully deployed or adopted PureCloud, but we have experience with the platform, and with the vendor Genesys. The benefits you would realize from this platform are reduced infrastructure overhead and for new deployments, reduced time to go live compared to standard on premise solutions.
Recommendations to others considering the product:
Before the acquisition by Genesys, Interactive essentially abandoned feature development on their on premise platform (now PureConnect) to divert all resources into PureCloud. You can really tell based on the native features that they have available (web rtc, co-browsing, etc). The platform is becoming more and more mature with age and is a real competitor in the cloud only contact center space.
Make sure you check out Cisco's Broadsoft, too, as there are some 3rd party vendors doing some very neat things with it.
Make sure you check out Cisco's Broadsoft, too, as there are some 3rd party vendors doing some very neat things with it.
Constant Dropped calls and Microphone issues
What do you like best about the product?
I like that it has a company chat, so that we can find out if the issues we run into are happening for everyone or just me. I also like the call-back feature, because it helps people calling in to not feel like they have been left on hold for such a long time, just to be told to leave a message.
What do you dislike about the product?
About 30% of my calls drop mid call. I also run into an issue where, if my headset dies, in order for people to hear me again after charging it, I have to restart the program. I also do not like that I am not able to search my call log for past interactions by caller ID name or phone number or listen to past conversations without supervisor permissions. Our last platform made our own interactions very accessible to us which greatly raised productivity. I currently have to go to my supervisor to have him search for me. Genesys also does not allow the users of the system to submit feature requests. All feature requests have to come from the primary account holder, which may not directly experience all of our frustrations.
What problems is the product solving and how is that benefiting you?
We have a phone system to reach our members and allow them to reach us.
Recommendations to others considering the product:
You might wait until they grow a bit. There is potential, but the call/connection issues and lack of access to users kind of outweigh the positive that I can see in the platform.
Beginning stage
What do you like best about the product?
My company is in the beginnging stages of our partnership with Genysys and the information and willingness to meet us at our need has been A plus! We are excited for the continued relationship and to see our contact center become more efficient throughout this journey with them!
What do you dislike about the product?
I have been please with the service of Genysys thus far and look forward to continued business with them.
What problems is the product solving and how is that benefiting you?
Efficiency and Reporting
Recommendations to others considering the product:
None
PureCloud eased transition and continues to improve
What do you like best about the product?
The flexibility of the system allows us to get creative and address issues that we had not dared to believe that we could address before.
What do you dislike about the product?
The continuous development of the platform can mean that your implementation of a creative solution may not work after the dev team works in that area. This is usually minor stuff, but it can be annoying to track down an undocumented change to functionality that is now impacting your solution.
What problems is the product solving and how is that benefiting you?
We are able to display specific information about the caller and the products that pertain to them, which reduces the stress on the agents, helping the agents feel as if they are truly experts on each clients portfolio. It also has the benefit of reducing handle times, and increasing the positive outcomes of each call.
Recommendations to others considering the product:
PureCloud is only limited by your creativity. The answer to the question "Can it do ...", is almost always yes.
It's simple enough to be managed by non-technical team members; yet powerful enough to allow for creative solutions. If your organization has a technical resource that is familiar with the demands of contact center operations and has a desire to improve the overall agent and customer experience, there are many ways to use PureCloud to help improve the agent and client experience.
It's simple enough to be managed by non-technical team members; yet powerful enough to allow for creative solutions. If your organization has a technical resource that is familiar with the demands of contact center operations and has a desire to improve the overall agent and customer experience, there are many ways to use PureCloud to help improve the agent and client experience.
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