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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.
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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.
wasn't for us
What do you like best about the product?
ease of use, customer communication made easier
What do you dislike about the product?
Nothing, really. It just wasn't right for our company. I think for maybe a bigger company with a broader reach this could be a great tool.
What problems is the product solving and how is that benefiting you?
There was definitely a lot that we did not utilize that I can see could have had it's benefits. Overall, I though that just having everything in one place was the biggest benefit.
PureCloud Review
What do you like best about the product?
the simplicity of the infrastructure needed for so many functions
What do you dislike about the product?
The limited options such as no group fax, no user level outbound ANI control, no group transferring
What problems is the product solving and how is that benefiting you?
cancelled all Voice circuits, yanked out a ton of hardware, no more large phone system updates, easy to forecast expenses
Purecloud review
What do you like best about the product?
Responsive sales and support that is quick to make you a priority. Simplictiy of having web interface and desktop client is helpful in a windows / mac envrionment as well as mobile. Uptime status being publicly available is a great way to verify reliability before signing any contracts as well.
What do you dislike about the product?
architect could use more functionality in the drag and drop category so i dont have "code" dates and other checks.
What problems is the product solving and how is that benefiting you?
Building customer relationships. Noticed responsive support to ensure we are available to customers when they need us. Uptime is extremely important to building that relationship and Genesys' uptime page is a clear indicator that they do it better than the previous partner we used.
Recommendations to others considering the product:
Do the demo and make it as real world as possible to see the benefits.
A better customer experience
What do you like best about the product?
All of our interactions with our customers are now in one platform. Previous to moving to PureCloud we were spread across 3 platforms that didn't speak to each other, this was frustrating to both our customers and our agents. Additionally, PureCloud was easy to implement.
What do you dislike about the product?
Analytics are lacking in the standard reporting function. If the ability to create ad hoc reports existed here, that would be helpful. I also don't like that when a solution is used to resolve an issue in one are, such as IVR, that the same aspect isn't looked at in another area, such as Outbound Dialer or vice versa. For instance, I can disconnect a stuck outbound dialer call, but if an Inbound (IVR) agent dials out to a customer, I am am unable to disconnect that stuck interaction.
What problems is the product solving and how is that benefiting you?
We utilize PureCloud for IVR, Chat, Email and Outbound Dialer. Additionally, we have been able to do a lot of paperwork and desk clearing with being able to
- add softphones (getting rid of desktop phones - saving space)
- Put all reference materials and manuals in the Workspace - getting rid of binders and manual/paper updates
-That we can properly transfer our customers and be able to share information with other agents.
- The ability of agents to chat each other as a resource without having to seek a supervisor.
- Being able to evaluate calls and leave notes in with the specific call for the agent to review and be able to hear what they said and see the note left regarding the interaction.
- The ability to see customers as they are interacting in Chat/Email/Call all at once without having to jump between systems.
-Ease of use - very intuitive for the agent and easy for the implementation.
-As a third party call center, it has made it so easy to add clients and start taking calls in a fraction of what it used to.
- We have control over our own messaging as well, like placing inclement weather messages.
- add softphones (getting rid of desktop phones - saving space)
- Put all reference materials and manuals in the Workspace - getting rid of binders and manual/paper updates
-That we can properly transfer our customers and be able to share information with other agents.
- The ability of agents to chat each other as a resource without having to seek a supervisor.
- Being able to evaluate calls and leave notes in with the specific call for the agent to review and be able to hear what they said and see the note left regarding the interaction.
- The ability to see customers as they are interacting in Chat/Email/Call all at once without having to jump between systems.
-Ease of use - very intuitive for the agent and easy for the implementation.
-As a third party call center, it has made it so easy to add clients and start taking calls in a fraction of what it used to.
- We have control over our own messaging as well, like placing inclement weather messages.
Recommendations to others considering the product:
Being on the beginning end of this I see changes every week, if you don't see it today, ask if it's on the roadmap because they are putting features in so fast that if it isn't here today it may be on it's way very soon.
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