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Commitment
What do you like best about the product?
Genesys is truly and committed vendor, I very happy to have then as partners.
What do you dislike about the product?
Right now was a good experience at all, I don’t have anything to dislike
What problems is the product solving and how is that benefiting you?
Churn, communication with costumers
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A bit confusing at first, but solves a big problem
What do you like best about the product?
Since switching to Purecloud we have been able to activate our work laptops as phones, which is huge. We work with customers but work from home half the week and it was frustrating only being able to schedule calls for when I was near my phone 2-3 days a week. Now my number is connected to Purecloud and I can call from basically any company device with a microphone.
What do you dislike about the product?
When I click “away” or “meeting” or “break,” I’ll often return to find it has automatically switched back to “available,” meaning I miss calls. I wish it didn’t automatically change and that you had to put yourself back available.
What problems is the product solving and how is that benefiting you?
We are making ourselves more available to customers and we’re able to make calls/contact people from anywhere.
Purecloud
What do you like best about the product?
Easy GUI architect, was easy to set up out of the box product with no experience with purecloud
What do you dislike about the product?
Purecloud support is not up to speed, lack of response and response time
What problems is the product solving and how is that benefiting you?
Ability to use the system on and off corporate network, ability to provision multiple devices and use the system on the go
The PureCloud Experience
What do you like best about the product?
With moving over to the PureCloud cloud based platform came a system that consistently has enhancements rolling out to allow us to continuously develop and refine our contact centers experience.
What do you dislike about the product?
More advanced troubleshooting is generally left up to Genesys, this isn't necessarily bad but takes time getting used to handing items off.
What problems is the product solving and how is that benefiting you?
The benefits are numerous, ultimately this fixed the age old problem of running off of a platform that will eventually reach end of life as we now have a platform that has constant active development.
Recommendations to others considering the product:
Purecloud is actively updated and developed on, this allows you to make frequent enhancements and changes to everything you build until you've configured your contact center to the exact specifications you were looking for, and the developed items way beyond what you were capable of doing with your old pbx. New admins - you should constantly make revisions as you learn more in architect, architect is very versatile and we've found throughout the years that we learn more and more on a daily basis that can used as revisions in other call flows. Put hours into architect, constantly try to make things better because there's a good chance that you can. There's a lot that you can achieve by taking some time to test things out.
Easy to manage and learn whilst delivering premium results
What do you like best about the product?
The ease of access of this platform. To be able to implement a change in real time and have it live within an hour is great.
What do you dislike about the product?
The cloud base means some issues occur (as it would for any other cloud based software) in saying this, the support team are great at resolving any issues we have.
What problems is the product solving and how is that benefiting you?
A full outbound automation solution. Removes the manual aspect from agents and is forecasted to increase our productive hours by 75%
Recommendations to others considering the product:
Don't worry about the ease of transfer, it is seamless and the PureCloud team are fantastic.
From Paper to Cloud
What do you like best about the product?
The concept and the ability to link APIs the functionality that it has provided 10x more outbound calls than manually dialing which has seen an increase of more than 50% in ROI. The community support
What do you dislike about the product?
The length of time support can take to resolve a case. That there is no review of the service after being committed to using the product, some integration aspects not compa
What problems is the product solving and how is that benefiting you?
Increased sales, reduction of time spent off the phones for agents
Purecloud has a lot to offer if your company is willing to invest
Purecloud has a lot to offer if your company is willing to invest
An excellent phone system
What do you like best about the product?
It has a very easy interface, its nice looking and the navigation is logical.
What do you dislike about the product?
The app that can be installed instead of using it in Chrome requires admin permissions to update so it isn't feasible for us in a corporate environment as we need our admins to update it (we have too many staff for this to happen), we instead are reliant on the Chrome version which sometimes we lose amongst our other tabs.
What problems is the product solving and how is that benefiting you?
Being able to allocate calls to the agent with the correct skillset with a very professional IVR.
Recommendations to others considering the product:
It takes a little bit to get used to the interface if you are coming from a different phone system. I kept clicking on the wrong buttons and doing the wrong thing for a while but now that I am used to it I am finding it really easy to use and the interface is very appealing.
Purecloud has helped us expand fast and efficiently. Our respond to customers needs has reduced
What do you like best about the product?
Scalability and response time when activating new customers
What do you dislike about the product?
Support and local knowledge of the platfom
What problems is the product solving and how is that benefiting you?
long respond to consumer needs, high costs when purchasing licences
Recommendations to others considering the product:
Check partner experience of Purecloud
Very stable and easy to use
What do you like best about the product?
I like that this system's uptime is close to 100% over the last year. It is only really reliant on a web browser and a USB port which makes using it a breeze. It was super easy to train out to our call centre.
What do you dislike about the product?
The dashboards and reporting are still lacking a lot. Hopefully, future updates will address this and give us some more out of the box reporting features. I am still getting my head around all of this so it might become easier as time goes on.
What problems is the product solving and how is that benefiting you?
Having a scalable, very easy to use but still incredibly powerful system that can be managed anywhere in the world. I spent a lot of the time configuring it from home as to not being disturbed. I could just pick up where I left off in the office, at home, wherever.
Recommendations to others considering the product:
Ask for a trial period and have a play around with the system. Assign all of the roles to yourself to see the full power of the system. Start learning Architect and get familiar with things like creating variables etc. It can be a very powerful tool if you want to put the time and effort into learning it. Also keep an eye on what is coming up with the system as they are releasing improvements all the time and it will only keep getting better and better every week. Some basic features are not there but they generally don't appear to be far away from being implemented.
Genesys PureCloud Review
What do you like best about the product?
I like best that it always works! We have not had a single outage since switching to PureCloud. We have had some bugs/issues, but we can always communicate with our customers.
What do you dislike about the product?
The price. We are a grant funded non-profit and don't have the budgets that for-profit companies have. You have to pay more for the additional features. We pay for a lot of things we don't use and can't afford somethings we'd really like to have.
What problems is the product solving and how is that benefiting you?
The biggest issue was our our system could no longer meet our needs. We needed a reliable way to interact with our customers and we needed to be able to use new and emerging communication channels. We also needed reduced IT requirements because we do not have the staffing to handle cumbersome IT requirements.
Recommendations to others considering the product:
Overall we are pleased with Genesys Cloud. When we made the switch, PureCloud was still with Interactive Intelligence and Genesys had not yet purchased Interactive Intelligence. Genesys seems to struggle with smaller companies as customers. I think that it is getting better.
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