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All you need in one solution
What do you like best about the product?
The multichannel approach and the easy to use
What do you dislike about the product?
The chat inlueded is not the best but works fine
What problems is the product solving and how is that benefiting you?
Omnichannel approach
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Flexibile and reliable
What do you like best about the product?
Flexibility and reduced time to market
What do you dislike about the product?
Issues in multi-markets architecture and extensive time to markets in releasing basic features.
What problems is the product solving and how is that benefiting you?
Reduce time to market in changing small-medium requirements mainly about IVR managmeent and outbound
Recommendations to others considering the product:
Be ready to a mindset change compared with on premise solution.
Amazing Contact Center that has allowed us to deliver a true omnichannel experience.
What do you like best about the product?
-Data insights
-Reporting
-IVR Customization
-Easy technical onboarding
-Modern interface
-Cloud Resiliency
-Reporting
-IVR Customization
-Easy technical onboarding
-Modern interface
-Cloud Resiliency
What do you dislike about the product?
There isn't much to criticise here, the software is dependable and the support we receive is excellent!
What problems is the product solving and how is that benefiting you?
Contact Center Resiliency, Omni Channel service to our customers
Effective, easy to configure software for mid-sized contact centres
What do you like best about the product?
The software was easy to configure, but powerful enough to handle significant customization for our groups. Interface is intuitive for our agents, and the features for call routing have allowed us to streamline the call-handling process. We have a half-dozen different teams using the platform, and each has unique features to meet their needs.
As an administrator, changes can be made quickly to almost any aspect of the configuration allowing me to rapidly respond to any requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so.
Further, having a cloud-based service has allowed us to quickly respond to service outages of our internet and phone systems. Situations that might have otherwise stopped operations entirely now require only a brief outage before agents can begin working again in a new location or with new devices.
The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.
As an administrator, changes can be made quickly to almost any aspect of the configuration allowing me to rapidly respond to any requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so.
Further, having a cloud-based service has allowed us to quickly respond to service outages of our internet and phone systems. Situations that might have otherwise stopped operations entirely now require only a brief outage before agents can begin working again in a new location or with new devices.
The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.
What do you dislike about the product?
Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find.
Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility, but with significant additional work.
External chat (customer to agent) is currently poor, with a very basic and limited experience. The internal chat is much more feature-rich, but is only used between system users.
Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.
Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility, but with significant additional work.
External chat (customer to agent) is currently poor, with a very basic and limited experience. The internal chat is much more feature-rich, but is only used between system users.
Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.
What problems is the product solving and how is that benefiting you?
The goal with PureCloud was to facilitate the connection between customers and our support teams. For handling calls, it has met or exceeded our requirements and has provided us the tools needed to continue improving the experience.
Recommendations to others considering the product:
For a simple solution for small- to mid-sized organizations, PureCloud is simple, flexible and cost effective. Very large or more complex organizations may have trouble managing with the tools provided, but the simplicity for our teams means they can manage most changes themselves.
Decent product
What do you like best about the product?
Cloud hosting platform is great, when it works. User interface is fairly intuitive. Ease deployment of new users very helpful - appreciate not having to deal with phone management.
What do you dislike about the product?
* Transition after Genesys bought ININ was not handled well.
* Support CAN be horrible.. If you can't literally reproduce the error every single time you end up on a spiral of "oh you need to gather more logs". Our contact center agents do NOT have time to gather logs. Genesys support needs to get the logs from their product. Oh and half the time they're gone - they roll off after some crazy short time. Support blames everything on the network and stonewalls. "Oh, you didn't whitelist our insane list of firewall exceptions? We can't be held responsible for that. Use industry standard proxy server? We'll blame that." List goes on and on.
* New features are rolled out at a glacial pace. Feedback we gave was ignored. A year later and still no basic outbound sms features.
* Clearly not good channel for our vendor partner to advocate for us within Genesys organization. Some good employees there are stymied in their efforts to help us.
* Support CAN be horrible.. If you can't literally reproduce the error every single time you end up on a spiral of "oh you need to gather more logs". Our contact center agents do NOT have time to gather logs. Genesys support needs to get the logs from their product. Oh and half the time they're gone - they roll off after some crazy short time. Support blames everything on the network and stonewalls. "Oh, you didn't whitelist our insane list of firewall exceptions? We can't be held responsible for that. Use industry standard proxy server? We'll blame that." List goes on and on.
* New features are rolled out at a glacial pace. Feedback we gave was ignored. A year later and still no basic outbound sms features.
* Clearly not good channel for our vendor partner to advocate for us within Genesys organization. Some good employees there are stymied in their efforts to help us.
What problems is the product solving and how is that benefiting you?
We insourced our call center. This was a quality increase and cost savings for us. Previously we used a simple supervision setup where everyone's phone rang at once.
Easy to use with a lot of features
What do you like best about the product?
Simplicity, stability.
Easy to evolve according to new needs.
Easy to evolve according to new needs.
What do you dislike about the product?
Lack of visibility about new features.
We used to use only the features that we know.
We used to use only the features that we know.
What problems is the product solving and how is that benefiting you?
Quality of service
call center management
call center management
Very easy to set up
What do you like best about the product?
The lack of hardware and software. I like that it is just a website and a an edge device.
What do you dislike about the product?
It is a bit restrictive at the moment but I know this will get better and offer more options as time goes by
What problems is the product solving and how is that benefiting you?
The ability to work from anywhere
Recommendations to others considering the product:
Works very well, just needs another year or 2 to implement more features that will advance the platform and give more options in.
Easy and reliable
What do you like best about the product?
Its very user friendly, easy to traon user and straightforward.
What do you dislike about the product?
Reporting is not very detailed,need to do manual work to get the data you requre.
What problems is the product solving and how is that benefiting you?
Good data about call queues
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
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.
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