What do you like best?
The software was easy to configure, but powerful enough to handle meaningful personalization for our groups. The interface is intuitive for our agents, and the features for call routing have allowed us to streamline the process of handling calls. We have a half dozen different teams that use the platform, and each one has unique characteristics to meet their needs.
As an administrator, changes can be made quickly in almost any aspect of the configuration, which allows me to respond quickly to any request. The interface to make changes is totally web-based, so you only need an Internet connection to do so.
In addition, having a service based on the cloud has allowed us to respond quickly to service interruptions in our Internet and telephony systems. Situations that might otherwise have stopped operations now only require a brief interruption before agents can start working again in a new location or with new devices.
The provided API is flexible and powerful, which has allowed the incorporation of greater automation and functionality.
What do you dislike?
The supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient or difficult to find.
The reporting capabilities are sufficient but inflexible. There is a relatively small amount of ready-to-use reports, and some key measures are missing from the ones provided. Access to raw data through the API allows more flexibility, but with significant additional work.
The external chat (client to agent) is currently deficient, with a very basic and limited experience. Internal chat is much richer in functions, but it is only used among system users.
The support response is fast for Level 1, but the complex problems that require an escalation may be slow to resolve, this is partially helped by the availability of a priority line for emergencies.
Recommendations to others considering the product:
I have seen a great benefit with our ability to use the data to support our business case for our Call Center. The integration has been easy and we have been able to improve our use of the system on a daily basis.
What problems are you solving with the product? What benefits have you realized?
PureCloud has helped us modernize and improve the way we interact with our customers. It has opened new channels to connect with us and allows us to continue updating and improving the customer experience.
For the business, our Agents have a clean interface that allows them to focus on customers, our Supervisors are empowered to monitor and manage their equipment, and our Managers can respond quickly to changing demands.