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Very effective and user friendly
What do you like best about the product?
It was very easy to access and maneuver on the software.
What do you dislike about the product?
It was a costly expense for smaller company to integrate.
What problems is the product solving and how is that benefiting you?
The user based access and cloud based access were benefits.
Recommendations to others considering the product:
Only completed the trials and evaluation on this product.
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PureCloud
What do you like best about the product?
PureCloud integrates with a variety of different applications, such as SalesForce, Microsoft Active Directory, Android, Apple products, Rest API, Zendesk and Chrome. Genesys PureCloud enables the user to chat, call, or video seamlessly, and has a very intuitive interface. The system is also fairly intuitive, requiring little formal training at the onset. This enables the environment to get up and running fairly quickly, which was a huge need. The environment itself is robust, and is able to meet the customers needs. PureCloud also helps with future planning, capturing trends that can be analyzed and used to further assist customers.
What do you dislike about the product?
The user interface, while beautifully designed, can be difficult to navigate.
What problems is the product solving and how is that benefiting you?
PureCloud gives the ability to connect the right people and information. For example, instead of having to call multiple desks for multiple issues, PureCloud enables one to connect the right person seamlessly. In addition, it is helpful to have this solution on the cloud and in one central place.
Recommendations to others considering the product:
Would recommend Genesys PureCloud to others for the beautiful interface and for the ability to connect between knowledge base and needs seamlessly. It is important to be able to connect all areas of business, as it can be frustrating not being able to connect the right person to the correct resource. The ability to be able to do so in the cloud is incredibly useful for the business. In addition, one can do so via a variety of methods, including call, chat or video conferencing.
Easy to navigate
What do you like best about the product?
Ease of connecting to all clients, easy to navigate and add clients. Very reliable with no outages
What do you dislike about the product?
Nothing at all, we love this product, would not change a thing.
What problems is the product solving and how is that benefiting you?
simple design and features allow us to make changes as needed
Recommendations to others considering the product:
Highly recommend this product as it is very reliable, no outages.
Excellent cloud tool
What do you like best about the product?
Genesys Purecloud is a nice application, it has excellent user interface. It has detailed graphs, many statics which is very useful to monitor
What do you dislike about the product?
it should improve their customer care services, as customer service is taking more time to resolve issues.
What problems is the product solving and how is that benefiting you?
customer services
Review for Genesys Purecloud
What do you like best about the product?
Liked the accessibility it provides from multiple devices.
What do you dislike about the product?
Not sure if it was more cost effective or secure compared to other similar software
What problems is the product solving and how is that benefiting you?
Helps accessibility and facilitates more collaboration between colleagues.
Very functional!
What do you like best about the product?
I like that it’s easy to use and can use for different functions and tasks!
What do you dislike about the product?
There isn’t really anything that I dislike.
What problems is the product solving and how is that benefiting you?
Easy to use! any all of my co workers have access to shared documents!
PureCloud Review
What do you like best about the product?
I liked the clear interface and hassle-free interface. I was working with a pipe manufacturing and trading business in Dubai and I wanted something easy to implement to start things off for the sales team. The main screen has not too much going on and all the tabs like activity, directory and documents are on the left or top panel. I didn't want my sales team bombarded with the info right from the start which I guess don't really help when you're getting multiple calls and often leads to mistakes.
I also particularly like the Interaction module within the cloud app where you can access all kinds of history relevant to a particular client including timelines, evaluations, audit trail and complaints. Calls can be recorded and monitored to ascertain problems and definitely help in troubleshooting. But being a manager evaluation was the most important tool to gauge my sales team's ability to resolve disputes.
I also particularly like the Interaction module within the cloud app where you can access all kinds of history relevant to a particular client including timelines, evaluations, audit trail and complaints. Calls can be recorded and monitored to ascertain problems and definitely help in troubleshooting. But being a manager evaluation was the most important tool to gauge my sales team's ability to resolve disputes.
What do you dislike about the product?
Connectivity was ok...I said OK because I had a few customers call me saying that they had to wait to find the next available agent while no member of my sales team was on a call at that particular point. May be it was just a bug and am sure this has been resolved.
I would also recommend to increase the number of security question to 2 at the start of the call. The script would tell the member of the in-house team to just have the account number confirmed from the client. Address verification might be a good idea along with the account #
I would also recommend to increase the number of security question to 2 at the start of the call. The script would tell the member of the in-house team to just have the account number confirmed from the client. Address verification might be a good idea along with the account #
What problems is the product solving and how is that benefiting you?
- Sales Inquiries and Inbound Calls.
- Client Database management
I was able to keep a track of my team's performance and my team would generally go an extra mile to ensure client satisfaction as they knew am watching what they're doing. I must say it resulted in increased productivity and efficiency.
Client database was very streamlined and I could focus on getting the lost business back using the unresolved complaints tab. It ensured I could personally look into what went wrong and step in to rectify the situation if need be.
- Client Database management
I was able to keep a track of my team's performance and my team would generally go an extra mile to ensure client satisfaction as they knew am watching what they're doing. I must say it resulted in increased productivity and efficiency.
Client database was very streamlined and I could focus on getting the lost business back using the unresolved complaints tab. It ensured I could personally look into what went wrong and step in to rectify the situation if need be.
Recommendations to others considering the product:
I think PureCloud is a great cloud based platform for SMEs and startups and they just need to tweak a few things in my opinion.
As I mentioned earlier-Security Questions and verification process needs to be enhanced to minimize the risk of fraud.
Connectivity and linkage could be a little better...Am sure they must be working to improve it and it's better than before.
Interface could be a little more dyanmic.
As I mentioned earlier-Security Questions and verification process needs to be enhanced to minimize the risk of fraud.
Connectivity and linkage could be a little better...Am sure they must be working to improve it and it's better than before.
Interface could be a little more dyanmic.
Genesys Pure Cloud
What do you like best about the product?
Genesys PureCould is like a communications and customer engagement platform on the cloud. The collaboration makes a full advantage of the distributed nature of the cloud.
What do you dislike about the product?
I found the service a little unreliable, and we were not able to record and report on IVR data.
What problems is the product solving and how is that benefiting you?
API User interface for the users Canned Responses Architect Multiple channel Analytics, 100% view of each interaction
Recommendations to others considering the product:
The ease of use as the software is very intuitive. The support when glitch happen could be improved.
Great product
What do you like best about the product?
content analisys for incoming calls and voice
What do you dislike about the product?
lenght of tasks for download programming
What problems is the product solving and how is that benefiting you?
Using it to resolve cloud space issues
Recommendations to others considering the product:
I would definitively recommend it
Works well for a medium sized business
What do you like best about the product?
It is very easy to use, and very user friendly. I have been able to train others to navigate it with no problems.
What do you dislike about the product?
Really, there is nothing specific that stands out to me that I did not like!
What problems is the product solving and how is that benefiting you?
It makes handling accounts and communication much easier than our previous system!
Recommendations to others considering the product:
I would certainly recommend it! I is a pleasure to use and would definitely use it in the future at another company.
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