Genesys PureCloud

Genesys PureCloud

4.1
(171)
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Supercharge your contact center with an all-in-one omnichannel customer engagement solution that’s powerful and easy to use, and built on the Genesys PureCloud platform –the first distributed, multitenant, enterprise-grade cloud platform for the multiple use cases of collaboration, communications and customer engagement. Genesys PureCloud helps you accelerate business impact, deliver consistent outcomes and innovate the customer and agent experiences.

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Showing 171 Genesys PureCloud reviews
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Matthieu F.
Validated Reviewer
Verified Current User
Review Source

"from far away to the future of Customer Care"

What do you like best?

Our choice of Purecloud was to deploy as fast as possible. And it do the job. On 6 month we have build our solution and deployed it on 200+ Agent on 5 countries.

The cloud solution is really a major upgrade from where we start.

An all in one solution with every features already tune.

What do you dislike?

The youth of the product. It's not enough stable. Too many small problems or thing not yet available.

the solution is a good first view, but we are waiting features that seems so basic for us (ringing management (internal/ACD), shortcut to off hook, click to dial, advance wallboard, ...).

Lot of thing on the roadmap.

Recommendations to others considering the product:

- If you want to go on Genesys PureCloud known that it's a fully integrated solution. No customization, but everything available on the first day. it's a big step to go forward.

- Get the solution simple : Carrier directly connected to Genesys, and use WebRTC Softphone. the solution is easy and quick to deploy.

- Get a telco/Contact center engineer with you because the Genesys deployment is not so ready to help you on some internal problem to resolve.

- Be careful on signing with Genesys for your project. be sure you have a dedicated Genesys Engineer for you and the level of knowledge he have on the tool. The Engineer does not seems so technically on the level to have all the answers.

What problems are you solving with the product? What benefits have you realized?

First we wat a worldwide solution because today we have 1 solution per country.

Then a softphone solution to do not have to keep hardphone on the desk.

And to finish a fully integrated Call center solution on other businesss tool (for us Zendesk)

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James J. M.
Validated Reviewer
Verified Current User
Review Source

"The platform that has innovated our way of communicating."

What do you like best?

I love this application, because it has allowed us to have a better relationship with customers, since now we can offer you the option to communicate in a more open, versatile way, giving them the flexibility that they can do it whenever they want and from the device. of your taste.

This platform is very good and complete because it has combined techniques, options, very skilled tasks and very useful for our company, I am pleased that we can use the inspection in real time to reduce our deficiencies and satisfy our customers, it is very fast to know what is the problem and how to solve it.

What do you dislike?

When we started using PureCloud, we noticed deficiencies in its technical support, but this has been improved to such an extent that we now love it, this shows how efficient it can be, and the constant growth of this software.

Recommendations to others considering the product:

Purecloud is a very complete software, which brings together many skills and functions really efficient, which make our customers have an excellent experience to prefer, in addition to forging my company, a more productive and trained.

What problems are you solving with the product? What benefits have you realized?

Thanks to this program we can have the confidence that any challenge that presents itself in the company, Pure Cloud is up to the task, its work has been really effective, its improvements are continuous and excellent, exceeding each update.

This platform has been a fundamental part in the continuous improvement of our company, as well as providing an excellent service, reflected in the growth of our sales, marketing and business image.

In addition, thanks to its API service, it can be easily integrated with other applications and its statistics have been a very useful tool in business meetings.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Carlos D.
Validated Reviewer
Verified Current User
Review Source

"PureCloud for Call Centers"

What do you like best?

It has a lot of features to get the maximum production for your Contact Center and has a friendly GUI. The Resource Center is good to check for solutions before to open Support Cases (even sometimes you can't find information for your issues there) and when you definitely need to open a Support Case the Customer Care Engineers are well trained and efficient.

What do you dislike?

Some bugs or issues which keeps going after a some time and looks like they aren't solved yet, like Users Profiles Information which is not saved and you have to write it again and again until finally gets saved, some interactions get stucked after agents hang up the callsl and personally, I think some steps in Architect are complicated to use, but 80% of the PureCloud is great in my opinion.

Recommendations to others considering the product:

I think there are 5 important features on PureCloud that you can take advantage: ACD, IVR, Predictive Dialer, Queues for agents and Bull's Eye Skill Based Routing which can make your Contact Center a lot better and you will get a better production, efficiency and a lot of new opportunities with your customers.

What problems are you solving with the product? What benefits have you realized?

We have a better agents production for our clients and campaigns, reaching our goals and getting a better level for our company everyday. Also, we have an easy way to improve our PureCloud features due to its friendly management, even it requires a well trained and experienced professional for its administration.

George Y.
Validated Reviewer
Verified Current User
Review Source

"Genesys PureCloud Review"

What do you like best?

The scheduling function has allowed us to heavily reduce our abandon rate. This is done with peak interval impacts and allocating breaks around this and allows us to fine-tune scheduling in line with our customers' behaviour. This has allowed us to deliver and exceed our contractual SLA’s with neither impairing our customers' experience or our employee satisfaction. The introduction of Workforce Management provided by Genesys has allowed us to report on events such as Overtime, Lateness and training time, with ease and great accuracy.

What do you dislike?

We had some poor quality experiences for a few months halfway through our Genesys Journey as a customer but I have to admit Genesys took our feedback head on and tried everything in their power to help us overcome this lower standard of service in their Customer Care section. If we look back at the past year it's been improved and I feel like they continue to improve their services to us as a customer.

Recommendations to others considering the product:

It's an easy out of the box solution that can cater to a variety of business needs without a very large scale cost to set up the solutions for contact centers.

The fact that we also have Quality Assurance, Scheduling, Rostering, Reporting, Forecasting, Workforce Management tools, and a Document Management folder all in the one program is so user-friendly. I guess having the omnichannel approach is very exciting from a customer point of view rather than having a dozen different links and systems doing all the separate tasks.

What problems are you solving with the product? What benefits have you realized?

Agents are now handling 50% more calls per month than the same time last year. This has once again minimized cost of operations and allowed us to retain more awards including best value, we were able to keep low rates on our insurance products due to keeping operational costs to a minimum. This has allowed management to cross skill our staff to be able to handle email & online communications, together with claims handling all done while they are on queue ready to help our customers. Our staff have increased adherence to their schedule from 2017 till 2018 by 30%, with the introduction of Workforce Management we have implemented a new KPI for adherence to schedule with a target of 95-96%. This has allowed us to both minimize wait times across the board for all our brands for our customers and create more training time to up-skill and multi-skill our staff.

Glen T.
Validated Reviewer
Verified Current User
Review Source

"An excellent platform for an ever changing enviroment"

What do you like best?

Real time reporting was something that attracted us to PureCloud as this gives us the ability to react quickly to announcements, natural disasters and other events which we need to be across in a moments notice.

The ability to quickly listen to a call and evaluate was particularly attractive as this is something that was lacking in our previous system.

The ongoing support by the third party provider was a big part of why we chose PureCloud, as continuous improvement is a focus for our department and the knowledge that they brought to the table was significant.

What do you dislike?

Some basic upgrades in some areas could be improved i.e. reporting, being able to download interactions to a non formatted excel workbook etc.

A more stable environment. There tends to be errors that are unexplained and we can't reproduce. A better way to log issues with our third party or Genesys.

I feel a desktop application may be more reliable than a browser, I personally would prefer this than have to consider browser issues when diagnosing an issue.

What problems are you solving with the product? What benefits have you realized?

Previously we had little to no reporting, and had been very time consuming to receive data on our performance. Now, we can see live what is happening, and take swift actions to resolve negative customer experiences.

Kylie L.
Validated Reviewer
Verified Current User
Review Source

"PureCloud in the Workspace"

What do you like best?

The fact that PureCloud can be adaptive to our needs is definitely the best. We can create and adjust things to better suit the specifics of our environment.

What do you dislike?

My main dislike is our phone widget can only hold other PureCloud users its quick dial directory when beginning a new interaction. We have other frequently used contacts who are not on PureCloud that would be nice to be able to search by name rather than entering in the phone number.

Recommendations to others considering the product:

I recommend PureCloud for those moving forward alongside the digital age, it is an adaptive front runner for contact centers that can be personalised to your work space.

What problems are you solving with the product? What benefits have you realized?

The agent experience has improved so much since we switched to PureCloud. We can now have everything in one place including our directory, rostering system, call evaluations and interactions. Previously these were all run through separate programs.

Chester L.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Purecloud user review"

What do you like best?

This product is able to help the user save a huge amount of cost, simply because it is able to bypass the need to host more telephony hardware and servers. I also like the user interface, it is relatively user-friendly and the short guide is quite helpful when you click on the ? sign, but this can be improved as well.

What do you dislike?

When we construct call flows using Architect, the Expression syntax appears to be a problem because there's very few information source on how to construct a proper logical expression. Multi Factor Authentication can also present a problem because after we setup based on the guide to integrate with Azure AD premium, the MFA login attempt has issues with redirecting to the correct webpage, and there's not much helpful information provided to assist us in resolving the issue.

Recommendations to others considering the product:

They are strongly recommended to have background in telephony setup as its quite challenging to set and test the telephony part. As for call flow, the challenge lies on constructing the correct logical expression and to test the flow using data integration with the client.

What problems are you solving with the product? What benefits have you realized?

It is astonishing to realize that PureCloud can provide almost every functionality like what PureEngage has to offer. For a small scaled contact centre, PureCloud is definitely the product to go to.

Matthew C.
Validated Reviewer
Verified Current User
Review Source

"Purecloud Delivers "

What do you like best?

The look and feel of the user interface has been well received by all agents and staff, the Deployment process was a breeze aided by an exceptional Genesys engineer who guided me through the whole process - assisting with all the learning points and co running the project through "Go Live" and testing beyond the live date assisting with the tweaks required to fine tune the OOTB solution.

What do you dislike?

Whilst initially the first line support was poor senior management have taken ownership and the new structure implemented means that I am pleased to report that the only contentious area I had has now significantly improved to my satisfaction.

Recommendations to others considering the product:

Examine the "Out of the Box" features closely and make sure you have the developer support to deal with elements beyond the GUI interface.If you have complex blended Inbound outbound campaigns look to simplify your campaign structures.

What problems are you solving with the product? What benefits have you realized?

We now have a system that can grow and handle the changing needs of the business, new features added with gusto and regular system updates. Clarity of call and system performance are excellent. Call recordings are available to managers and no risk of lost recordings, the standard reports are good. Dash board is very easy for staff to use.

Harley B.
Validated Reviewer
Verified Current User
Review Source

"Superior in Many Ways—and It's Getting Better"

What do you like best?

Insight into what's happening on the phones at the current moment is striking. The Performance views within PureCloud operate at a high-level for the team lead or supervisor, managerial team, admin or anyone else. The best part is that it can all be managed from a web browser and with high flexibility of end-point with soft phone, WebRTC, or hard-phone options.

What do you dislike?

Although the insight into what's happening moment-by-moment is at a peak, the necessity of keen hindsight is not there yet. Looking into the past moments, hours, days, or weeks is tedious. In addition, there appears to be latency somewhat often in real-time displays; when you need to know what's happening second-by-second, this can be something with a little getting used to. In addition, some simple fixes are not yet there like, for example, we are not currently able to disconnect an agent or to change his status if he made a mistake. However, the promise of coming changes shouldn't seem like a mirage. We've found Genesys hears when it's clientele speaks.

Recommendations to others considering the product:

The resource center for the "Pure" suite is fabulous, full of high-quality material and comprehensive; make that a base for you and your team. There are also active user communities where answers can be obtained, an active customer advocacy program, and many more features that are utilized often by customers and staff alike; answers can be found there, in addition to Support. We've not needed to utilize support much, so I can't speak from experience with the current PureCloud support. For admins who construct the flow of interactions, Architect is not difficult to use once some familiarity is built with it; there are also some free training materials for Architect as well. It will pay off greatly to gain experience with Architect early and often.

What problems are you solving with the product? What benefits have you realized?

Our team is more connected than it's been in the past. We operate with a majority of remote or home-based agents and need to be able to communicate fluidly and have ready access to management if issues arise. PureCloud provides "agent assistance" features, direct chat, group directories with calls enabled, and various other ways to communicate as a whole or in various groups, like scrums moving along the field of play.

U
User
Validated Reviewer
Verified Current User
Review Source

"Constant Dropped calls and Microphone issues"

What do you like best?

I like that it has a company chat, so that we can find out if the issues we run into are happening for everyone or just me. I also like the call-back feature, because it helps people calling in to not feel like they have been left on hold for such a long time, just to be told to leave a message.

What do you dislike?

About 30% of my calls drop mid call. I also run into an issue where, if my headset dies, in order for people to hear me again after charging it, I have to restart the program. I also do not like that I am not able to search my call log for past interactions by caller ID name or phone number or listen to past conversations without supervisor permissions. Our last platform made our own interactions very accessible to us which greatly raised productivity. I currently have to go to my supervisor to have him search for me. Genesys also does not allow the users of the system to submit feature requests. All feature requests have to come from the primary account holder, which may not directly experience all of our frustrations.

Recommendations to others considering the product:

You might wait until they grow a bit. There is potential, but the call/connection issues and lack of access to users kind of outweigh the positive that I can see in the platform.

What problems are you solving with the product? What benefits have you realized?

We have a phone system to reach our members and allow them to reach us.

James R.
Validated Reviewer
Verified Current User
Review Source

"PureCloud eased transition and continues to improve"

What do you like best?

The flexibility of the system allows us to get creative and address issues that we had not dared to believe that we could address before.

What do you dislike?

The continuous development of the platform can mean that your implementation of a creative solution may not work after the dev team works in that area. This is usually minor stuff, but it can be annoying to track down an undocumented change to functionality that is now impacting your solution.

Recommendations to others considering the product:

PureCloud is only limited by your creativity. The answer to the question "Can it do ...", is almost always yes.

It's simple enough to be managed by non-technical team members; yet powerful enough to allow for creative solutions. If your organization has a technical resource that is familiar with the demands of contact center operations and has a desire to improve the overall agent and customer experience, there are many ways to use PureCloud to help improve the agent and client experience.

What problems are you solving with the product? What benefits have you realized?

We are able to display specific information about the caller and the products that pertain to them, which reduces the stress on the agents, helping the agents feel as if they are truly experts on each clients portfolio. It also has the benefit of reducing handle times, and increasing the positive outcomes of each call.

Joe T.
Validated Reviewer
Verified Current User
Review Source

"Top-Notch Contact Center Platform"

What do you like best?

The level of customization is impressive. The system integrates well with Microsoft Dynamics 365 so incoming calls can be identified and presented with an appropriate menu. The administration panel is straightforward and access to the data with Power BI gives great visibility. Third-party add-ons like InteractionSync by Avtex made Genesys PureCloud easily the best choice for us.

What do you dislike?

Coexistence with another phone system like Skype of Business is not seamless. Much deeper integration like presence synchronization with Skype would be valuable.

What problems are you solving with the product? What benefits have you realized?

Our old contact center was clunky and had no CRM integration. We wanted a cloud-based system that integrated tightly with Dynamics 365. PureCloud's native capabilities and the addition of InteractionSync by Avtex provides screen pops and automatic logging of each call activity.

Samir A.
Validated Reviewer
Verified Current User
Review Source

"Very stable and easy to use "

What do you like best?

I like that this system's uptime is close to 100% over the last year. It is only really reliant on a web browser and a USB port which makes using it a breeze. It was super easy to train out to our call centre.

What do you dislike?

The dashboards and reporting are still lacking a lot. Hopefully, future updates will address this and give us some more out of the box reporting features. I am still getting my head around all of this so it might become easier as time goes on.

Recommendations to others considering the product:

Ask for a trial period and have a play around with the system. Assign all of the roles to yourself to see the full power of the system. Start learning Architect and get familiar with things like creating variables etc. It can be a very powerful tool if you want to put the time and effort into learning it. Also keep an eye on what is coming up with the system as they are releasing improvements all the time and it will only keep getting better and better every week. Some basic features are not there but they generally don't appear to be far away from being implemented.

What problems are you solving with the product? What benefits have you realized?

Having a scalable, very easy to use but still incredibly powerful system that can be managed anywhere in the world. I spent a lot of the time configuring it from home as to not being disturbed. I could just pick up where I left off in the office, at home, wherever.

Poojan M.
Validated Reviewer
Verified Current User
Review Source

"PureCloud , Contact Center App for Inbound, Outbound, email needs"

What do you like best?

Easy to implement, Ease of use, Great Dashboard, ability to change without the need for PC support resources

What do you dislike?

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.

Recommendations to others considering the product:

PureCloud is a great tool for Inbound Contact center taking inbound calls, Outbound calling, live chat

What problems are you solving with the product? What benefits have you realized?

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

Brian B.
Validated Reviewer
Verified Current User
Review Source

"Powerful Cloud-based Phone System"

What do you like best?

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?

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

Recommendations to others considering the product:

As with any VoIP based phone system, ensure that you have good, quality Internet service.

What problems are you solving with the product? What benefits have you realized?

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.

Andie B.
Validated Reviewer
Verified Current User
Review Source

"Great experience thus far."

What do you like best?

I mostly like the integration with Salesforce. We use the Single Sign On through Salesforce, but we also take all of our calls and email through the AppExchange app in Salesforce. This allows an automatic creation of an activity record for each interaction and additional reporting capabilities.

What do you dislike?

I dislike that there is no longest wait time in the reports. We have run into a few missing key out-of-the-box reporting standards and most have been coming out as time has gone by. They keep adding reports and improving what is currently offered. We are still waiting on longest wait time. We hope to see this one added as well.

Recommendations to others considering the product:

Keep an eye out for the weekly release notes. Lots of nice features come out. We found a few to help break through a workaround.

What problems are you solving with the product? What benefits have you realized?

We are connecting our agents to those who have questions or concerns regarding travel, business, business attraction, and talent in the state. We noticed an increase of customer satisfaction after introducing this product. The agents are able to work more efficiently since we are integrated with Salesforce and so they no longer need to have additional windows open on their computer screen in order to handle a call, for example.

Phil H.
Validated Reviewer
Verified Current User
Review Source

"An excellent phone system"

What do you like best?

It has a very easy interface, its nice looking and the navigation is logical.

What do you dislike?

The app that can be installed instead of using it in Chrome requires admin permissions to update so it isn't feasible for us in a corporate environment as we need our admins to update it (we have too many staff for this to happen), we instead are reliant on the Chrome version which sometimes we lose amongst our other tabs.

Recommendations to others considering the product:

It takes a little bit to get used to the interface if you are coming from a different phone system. I kept clicking on the wrong buttons and doing the wrong thing for a while but now that I am used to it I am finding it really easy to use and the interface is very appealing.

What problems are you solving with the product? What benefits have you realized?

Being able to allocate calls to the agent with the correct skillset with a very professional IVR.

Miguel Alberto D.
Validated Reviewer
Review Source

"The tool to handle all communications"

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.

Sam A.
Validated Reviewer
Review Source

"A good work in progress"

What do you like best?

PureCloud is made in a visually appealing design. I really appreciate the efforts to make it user-friendly and simple for contact center leaders. Why make things complicated? Another area I've mentioned to peers and colleagues is PureCloud's development attitude. They are constantly changing to improve, and almost weekly I can expect positive enhancements.

What do you dislike?

Stability, especially over the internet. Although much better in the last 6-12 months, some in our organization have lost confidence in the platform because they have seen outages. It is also difficult when our own network and hardware experience issues, affecting call quality with softphones.

Recommendations to others considering the product:

I am not sure if our telephony team was offered assistance, but having a structured plan around setup is a must. Specifically, get consulting from Genesys or a 3rd party company on how to set it up within the organization.

What problems are you solving with the product? What benefits have you realized?

Our organization has various mature contact centers, but the largest area has never operated this way - until now. Recently, we have been using PureCloud to guide our field locations down a CX path. We've connected departments that have never before worked together. The best example is our financial department. They have field staff across the country, but each staff member has been tied to only a handful of locations. Now, they are all using PC together and receive calls from everywhere. It's made them more efficient, and given time back to the business. As a contact center leader, this has led to an opportunity for me to infuse disciplines into our organization such as quality monitoring and coaching.

Elisa R.
Validated Reviewer
Verified Current User
Review Source

"Genesy experience"

What do you like best?

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?

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 are you solving with the product? What benefits have you realized?

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.

Michael S.
Validated Reviewer
Verified Current User
Review Source

"Effective, easy to configure software for mid-sized contact centres"

What do you like best?

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.

What do you dislike?

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.

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.

What problems are you solving with the product? What benefits have you realized?

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.

Rebecca H.
Validated Reviewer
Review Source

"PureCloud "

What do you like best?

The ability to amend/change the IVR very quickly and efficiently is one of their selling points... The system is good to use from both an Admin and end user perspective.. It is a very intuitive system and the processes flow seamlessly together. PureCLoud support are second to none they are on hand to support fairly quickly and 9/10 are able to deal with any issues within 24hrs.

What do you dislike?

The reporting from PureCloud could be a little better. The ability to custom build reports would be a massive selling point for them as the Out of the box reports are sometimes a little clunky to use however when you get used to them and the format they export out in they are usable with good detail.

Recommendations to others considering the product:

They are very good with the initial build and deployment, if you provide the accurate and up to date call flows they build exactly as you request so its a fab time to integrate new features that you currently are unable to use. Their support is good and the turn around is fairly quick when dealing with an issue - They also have a community that you can sign up to which is great for troubleshooting or gathering insights from other businesses.

What problems are you solving with the product? What benefits have you realized?

We have been able to solve the OMNI channel issue with the installation of PureCloud. We now have a dedicated team that deals with Calls, Email & Chat with little to know issues. They are all multi-skilled now in the different media types which means we are able to maintain a steady service level whilst delivering good customer service for all types of communication in to us. We have now realized that we can unlock other areas within the OMNI channel looking at social media, text and also NPS results on the back of phone calls.

Kenneth S.
Validated Reviewer
Verified Current User
Review Source

"Easy and scalable!"

What do you like best?

Purecloud is extremely easy to use, and manage. It scales perfectly, for any organization. And we don't have to lift a finger, to update or maintain our telephony anymore. Great!

What do you dislike?

The purecloud platform is still under heavy development. This is noticeable, as some functions are in pipeline, and not yet release. We look forward to these releases.

Recommendations to others considering the product:

Check out the appFoundry. Lots of (required) additions to the purecloud platform.

What problems are you solving with the product? What benefits have you realized?

Our agents have a more fluent work routine, and we have cut off systems and interactions with other systems - as these are handled in purecloud now.

We can also provide better integrations between our multiverse of systems.

AE
Administrator in Education Management
Validated Reviewer
Verified Current User
Review Source

"The PureCloud Experience "

What do you like best?

With moving over to the PureCloud cloud based platform came a system that consistently has enhancements rolling out to allow us to continuously develop and refine our contact centers experience.

What do you dislike?

More advanced troubleshooting is generally left up to Genesys, this isn't necessarily bad but takes time getting used to handing items off.

Recommendations to others considering the product:

Purecloud is actively updated and developed on, this allows you to make frequent enhancements and changes to everything you build until you've configured your contact center to the exact specifications you were looking for, and the developed items way beyond what you were capable of doing with your old pbx. New admins - you should constantly make revisions as you learn more in architect, architect is very versatile and we've found throughout the years that we learn more and more on a daily basis that can used as revisions in other call flows. Put hours into architect, constantly try to make things better because there's a good chance that you can. There's a lot that you can achieve by taking some time to test things out.

What problems are you solving with the product? What benefits have you realized?

The benefits are numerous, ultimately this fixed the age old problem of running off of a platform that will eventually reach end of life as we now have a platform that has constant active development.

David S.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"PureCloud - Super Simple Contact Center"

What do you like best?

What I like best is the simplicity around how to set up the contact center solution. From configuring basic menuing in Architect to the queues and agents themselves.

What do you dislike?

I wish there was greater extensibility to allow for 3rd party IVR vendors to integrate

Recommendations to others considering the product:

I would talk to your reseller/partner to get a demo set up and the work on getting a small POC center set up for trial. Once you see it in action, you will be able to determine if the solution is a true fit for you. If not, talk to your reseller about how to configure and extend the software to fully meet your business objectives.

What problems are you solving with the product? What benefits have you realized?

We are able to offer our customers a Best In Class CCaaS solution in much less time that our traditional offer of Cisco UCCE or Genesys PureEngage Premise

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