Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
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
- Leave a Comment |
- Mark review as helpful
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.
We have implemented Purecloud Contact Center from Genesys, in France and in Italia
What do you like best about the product?
Purecloud allows us to set up new way to build customer journey, taking into account phone calls, live chats, with a seamless integration with Salesforce as CRM.
What do you dislike about the product?
As we wanted to impement the full solution as a service, the configuration from a security & network point of view was not as easy as expected.
What problems is the product solving and how is that benefiting you?
We wanted to move from a On Premise solution, fully customized to a new cloud solution, without specifics, fully standard. From a business point of view, our goal was to build specific customer journey, a multi-site customer services and take into account others channels like mail, live chat, live video.
Purecloud has been an easy product to set up and supply all of our goals for our business case needs
What do you like best about the product?
I have been impressed with how easy it is to use the product. We were able to set up an IVR and call flows with very little prior experience.
What do you dislike about the product?
I would like to see more free information to support the product as the knowledge centre provides a basic over view.
What problems is the product solving and how is that benefiting you?
We have been increasing our ability to service our customer through in bound channels as well as outbound campaigns to provide a better Customer Experience.
A flexible and cost effective platform that will modernize your call center
What do you like best about the product?
Well documented API libraries, extremely scale able and cost effective.
What do you dislike about the product?
I thought the native reports need a little work - but I think they are working on it and there are a number of vendors that you can work with to get what you need
What problems is the product solving and how is that benefiting you?
Modernizing our call center platform
Good at basic IVR functionality.
What do you like best about the product?
IVR capabilities and customization. Reliability is very good and the platform is stable.
What do you dislike about the product?
Customer support is difficult to communicate with and often responses are outside of normal business hours. This is all due to language/time zone issues. Features that are offered do not always work. Poor or misleading documentation. Prompts change without warning or notification. The layout of each site is not intuitive to IVR work (no flow). No change management or revision history. Voice recognition does not function as advertised.
What problems is the product solving and how is that benefiting you?
A reliable consistent IVR with some good capabilities.
Recommendations to others considering the product:
If you need voice recognition this may not be for you. Otherwise a good product with poor overseas support.
Faster and quicker
What do you like best about the product?
The speed with which you can implement the changes compared to traditional on premise platforms
What do you dislike about the product?
The current lack of a completely cloud solution that allows the management of the telephony signalling without the use of components to be installed on premise
What problems is the product solving and how is that benefiting you?
Fast realization of a new inbound service for customers with CRM integration
A Genesys PureCloud Customer for over two years.
What do you like best about the product?
The flexibility and pricing are both very attractive on the Genesys Purecloud format form our estimation.
What do you dislike about the product?
The reporting and analytics are a little challenging but I have been assured that improved analytics and reporting are on the road map.
What problems is the product solving and how is that benefiting you?
Prior to Genesys PureCloud we did not have a Quality Monitoring Program in place with you prior solution. Now we have a very robust program that we utilize monthly.
Recommendations to others considering the product:
Recommendations would include flexibility, pricing and support.
showing 1,291 - 1,300