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PureCloud , Contact Center App for Inbound, Outbound, email needs
What do you like best about the product?
Easy to implement, Ease of use, Great Dashboard, ability to change without the need for PC support resources
What do you dislike about the product?
Reporting is still a challenge for purecloud. Almost each report we require, needs to be slice and diced in excel or other software. You cannot use reports as is without formatting them. or use analytics tools such as Power BI or Tableau
You cant Cherry pick calls. This is an important functionality for us to ensure we are serving the customers well. We need to ability to cherry pick calls from 20 waiting. This helps in scenario when customers calls in and also emails us while waiting on call. Rather than calling back, we expect agents to pick up the waiting call from the list of calls waiting.
You cant Cherry pick calls. This is an important functionality for us to ensure we are serving the customers well. We need to ability to cherry pick calls from 20 waiting. This helps in scenario when customers calls in and also emails us while waiting on call. Rather than calling back, we expect agents to pick up the waiting call from the list of calls waiting.
What problems is the product solving and how is that benefiting you?
We use PureCloud for our Inbound Contact Center for our services and support organization. It provides ability to capture and route inbound calls to many queues based on SLAs for our customers.
The current purecloud dashboard provides a birds eye view of all queues and the KPIs. This serves really well to review the state of operations by day, week or over a month by click of a button
A very easy to use Architect that enables us to create call workflows ourselves without depending on genesys support or services. As we have are changing the support structure and processes internally, this speeds up the changes we need and can test them live
Purecloud resource center is very comprehensive respository of knowlege and the user community also provides the insight to get answers to questions or issues needed quickly. PC support is nice but it always helps to understand how others are using the functionality and how we can learn from it
The current purecloud dashboard provides a birds eye view of all queues and the KPIs. This serves really well to review the state of operations by day, week or over a month by click of a button
A very easy to use Architect that enables us to create call workflows ourselves without depending on genesys support or services. As we have are changing the support structure and processes internally, this speeds up the changes we need and can test them live
Purecloud resource center is very comprehensive respository of knowlege and the user community also provides the insight to get answers to questions or issues needed quickly. PC support is nice but it always helps to understand how others are using the functionality and how we can learn from it
Recommendations to others considering the product:
PureCloud is a great tool for Inbound Contact center taking inbound calls, Outbound calling, live chat
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Powerful Cloud-based Phone System
What do you like best about the product?
PureCloud is a cloud-based phone system that gives us powerful tools to handle communication and collaboration. It also has great integration with Salesforce and allows us great visibility into the interactions we have with our clients. In addition, PureCloud has some highly advance features that we look forward to taking advantage of in the future.
What do you dislike about the product?
Not much to dislike, except maybe that fact that it currently lacks some refined access control capabilities when it comes to access to call recordings. For example, we would like to give department managers access to call recordings to do quality assurance for their department, but today, if you grant access to call recordings, then that individual can access any call recording across the entire organization
What problems is the product solving and how is that benefiting you?
We have been able to integrate PureCloud with our CRM, Salesforce, and as a result have been able to increase efficiency when it comes to servicing our clients.
Recommendations to others considering the product:
As with any VoIP based phone system, ensure that you have good, quality Internet service.
Great experience thus far.
What do you like best about the product?
I mostly like the integration with Salesforce. We use the Single Sign On through Salesforce, but we also take all of our calls and email through the AppExchange app in Salesforce. This allows an automatic creation of an activity record for each interaction and additional reporting capabilities.
What do you dislike about the product?
I dislike that there is no longest wait time in the reports. We have run into a few missing key out-of-the-box reporting standards and most have been coming out as time has gone by. They keep adding reports and improving what is currently offered. We are still waiting on longest wait time. We hope to see this one added as well.
What problems is the product solving and how is that benefiting you?
We are connecting our agents to those who have questions or concerns regarding travel, business, business attraction, and talent in the state. We noticed an increase of customer satisfaction after introducing this product. The agents are able to work more efficiently since we are integrated with Salesforce and so they no longer need to have additional windows open on their computer screen in order to handle a call, for example.
Recommendations to others considering the product:
Keep an eye out for the weekly release notes. Lots of nice features come out. We found a few to help break through a workaround.
Slow response to issues. Little experience and depth of knowledge in response team.
What do you like best about the product?
High percentage of up time. Interface is straightforward.
What do you dislike about the product?
Response to issues is slow. Often takes up to a week to get a response. First person responding usually has little knowledge. Doesn't escalate to more experienced team for days. In the meantime we sit with the problem and often have to initiate the follow-up. Downloading calls for training review is slow and cumbersome. Reports are limited and inflexible.
What problems is the product solving and how is that benefiting you?
Resolved: ability to review any call. Data is reliably collected.
Recommendations to others considering the product:
Proceed with caution.
Experience of using PureCloud
What do you like best about the product?
PureCloud's interface is very user friendly.
What do you dislike about the product?
When we create the report, we need to chose "immediately" every time which for me is an obvious option.
What problems is the product solving and how is that benefiting you?
I use PureCloud report a lot to see the resume of the day past.
Setting the work force management
What do you like best about the product?
drag and drop, ergonomics are real benefits. They allow to take in hand easily the tool. The display is nice and the faq is very complete
What do you dislike about the product?
not enough reports especially on the planning (the tool does not keep the log of scheduled agents -> we can not compare the forecast with the real)
What problems is the product solving and how is that benefiting you?
the workforce management
Recommendations to others considering the product:
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Versatile product that's ever evolving.
What do you like best about the product?
That between an Admin, an Architect and a Telephony resource you can run the platform quite efficiently.
Ability to change the IVR, the sounds prompts, the call flows, the queues. It's configurable enough to suit many needs but easy enough that it can be done in-house for the most part.
Good Developer Forums and User community, so your IT and Business resources have places to go for questions and knowledge sharing.
They continue to add more features quite quickly.
Ability to change the IVR, the sounds prompts, the call flows, the queues. It's configurable enough to suit many needs but easy enough that it can be done in-house for the most part.
Good Developer Forums and User community, so your IT and Business resources have places to go for questions and knowledge sharing.
They continue to add more features quite quickly.
What do you dislike about the product?
Cost of licenses is quite high.
That you can't mix your licenses (ex. you want 5 people to be Tier 1 and 12 to be Tier 2, you have to buy 17 Tier 2)
More examples/training about how to do integrations and api calls, this is where you can really unlock some serious power.
That you can't mix your licenses (ex. you want 5 people to be Tier 1 and 12 to be Tier 2, you have to buy 17 Tier 2)
More examples/training about how to do integrations and api calls, this is where you can really unlock some serious power.
What problems is the product solving and how is that benefiting you?
Being able to reduce the effort placed at the store level (ex. Busy signals, no one picking up). By implementing Purecloud we've been able to unify the effort and better serve our customers, no more missed opportunities or frustrated customers.
Recommendations to others considering the product:
Think Omnichannel
Genesys experience
What do you like best about the product?
It is user friendly, convenient when we are looking for calls for instance.
What do you dislike about the product?
It would be better if we can have more dashboard.
What problems is the product solving and how is that benefiting you?
We can have a good live vision of what is happening during the day, so we can manage better our teams.
GENESYS EXPERIENCE
What do you like best about the product?
I like the dashboards and I can easily find many informations. We can measure more informations for the agent.
What do you dislike about the product?
It's not really real time refreshing and we need to refresh manually sometimes.
What problems is the product solving and how is that benefiting you?
We can track more information for the agent like the adherance view, it's very intersting for the agent and supervisor.
Recommendations to others considering the product:
Take time to build and develop databases, purecloud can give a lot of data to the business.
Genesy experience
What do you like best about the product?
What I like is that the dashboard are easy to read and multiple. It's a good thing that the datas are available by intervall and by day. The reports are easy to create and fast to generate themselves. With architect we can do whatever modification we want to the call flows and it helps a lot to do some tests on pre-production. With the API, we are able to make some updates faster. When a ticket is opened, we get a response fast and most of the time it is solved pretty quick.
What do you dislike about the product?
We are not able to disconnect an agent or to change his status if he made a mistake using it. It could be easier if we could also suppress some interactions by ourselves. Some dashboards need to be refreshed manually to display live data. It is not possible to create a report from scratch.
What problems is the product solving and how is that benefiting you?
The quality of the calls upgraded a lot. We are able to change the architecture of our flows by ourselves.
It's easier to manage the agents activities.
It's easier to manage the agents activities.
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