What users are saying about
2 Ratings

Genesys PureCloud

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59 Ratings
2 Ratings
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Score 5.4 out of 101

Genesys PureCloud

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59 Ratings
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Score 7.7 out of 101

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Likelihood to Recommend

10000ft

I think 10000ft is good for bare minimum project monitoring, we used it a large company because we didn't need to have exact numbers - it was just a rough idea to see where freelance resources were over burning. If, however you work a much smaller company and really need to know detailed information it's not as effective, there are many other software options that really allow for much closer and precise tracking. I would recommend 10000ft for companies that just need to monitor large freelance teams, track hours and higher level projects that are also monitored on other project management tools. It's a tool I would only use in conjunction with something else.
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Genesys PureCloud

Genesys provides the basic requirements of providing a tool for users to track their calls. Outside of this the tool is clunky and needs a lot of refinement. Any time a suggestion or question is posed, more money is needed to fulfill the request, or an idea has to be created. This causes users frustration and there are no clear indicators of if/when specific enhancements will come to fruition.
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Feature Rating Comparison

Project Management

10000ft
3.5
Genesys PureCloud
Task Management
10000ft
6.0
Genesys PureCloud
Resource Management
10000ft
6.0
Genesys PureCloud
Gantt Charts
10000ft
2.0
Genesys PureCloud
Scheduling
10000ft
2.0
Genesys PureCloud
Workflow Automation
10000ft
2.0
Genesys PureCloud
Team Collaboration
10000ft
1.0
Genesys PureCloud
Document Management
10000ft
2.0
Genesys PureCloud
Email integration
10000ft
1.0
Genesys PureCloud
Timesheet Tracking
10000ft
7.0
Genesys PureCloud
Change request and Case Management
10000ft
2.0
Genesys PureCloud
Budget and Expense Management
10000ft
7.0
Genesys PureCloud

Professional Services Automation

10000ft
5.0
Genesys PureCloud
Quotes/estimates
10000ft
6.0
Genesys PureCloud
Invoicing
10000ft
2.0
Genesys PureCloud
Project & financial reporting
10000ft
7.0
Genesys PureCloud

Contact Center Software

10000ft
Genesys PureCloud
7.9
Agent dashboard
10000ft
Genesys PureCloud
7.3
Validate callers
10000ft
Genesys PureCloud
8.1
Outbound response
10000ft
Genesys PureCloud
7.4
Call forwarding
10000ft
Genesys PureCloud
7.7
Click-to-call (CTC)
10000ft
Genesys PureCloud
8.2
Warm transfer
10000ft
Genesys PureCloud
7.9
Predictive dialing
10000ft
Genesys PureCloud
7.9
Interactive voice response
10000ft
Genesys PureCloud
7.8
REST APIs
10000ft
Genesys PureCloud
8.5
Call scripts
10000ft
Genesys PureCloud
8.2
Call tracking
10000ft
Genesys PureCloud
8.1
Multichannel integration
10000ft
Genesys PureCloud
7.5
CRM software integration
10000ft
Genesys PureCloud
7.6

Workforce Optimization (WFO)

10000ft
Genesys PureCloud
7.5
Inbound call routing
10000ft
Genesys PureCloud
8.4
Omnichannel inbound routing
10000ft
Genesys PureCloud
7.8
Recording
10000ft
Genesys PureCloud
8.4
Quality management
10000ft
Genesys PureCloud
7.6
Call analytics
10000ft
Genesys PureCloud
7.5
Historical reporting
10000ft
Genesys PureCloud
6.3
Live reporting
10000ft
Genesys PureCloud
7.3
Customer surveys
10000ft
Genesys PureCloud
6.8
Customer interaction analytics
10000ft
Genesys PureCloud
7.2

Pros

  • Tracks freelance resource hours.
  • Tracks multiple small projects and milestones within the projects.
  • Tracks budget information and scope creep.
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  • Intuitive interface with powerful features allos easy adoption by workforce and best-of-class CC operation.
  • Constant updates and new feature delivery future-proofs your investment.
  • Backed by an industry leader. Plaform is supported by solid organization that continues to grow and has a clear vision of the future of CX.
  • Open APIs for development and integrations makes it a powerful platform for innovative businesses.
  • Elastic architecture and pricing model permits growing without adquiring licensing each time.
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Cons

  • It's often confusing to use and find things, I sometimes find it to be a little counterintuitive as to where functions are (e.g. for tracking budgets and pulling reports).
  • When pulling a budget I always struggled to comb through the large amounts of data and time inputted. When I select a filter the page often wouldn't refresh or i'd forget to de-select a filter as it wasn't in an obvious place, which sometimes left me with pulling an incorrect budget.
  • The data is only as good as the people entering the time. Often with so many small tasks people would enter time incorrectly, in the wrong milestone or project. It lists all of your projects on one page, so it's not easy to enter it and there's a lot of room for error.
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  • The PureCloud interface is a little sluggish when switching from item to item. I know this is partly to do with the data coming across the web, but customers want it to be fast like their premise systems
  • There is a significant lag which causes disparity between statistics like number of agents "On Queue" vs the Queue showing agents that are available for calls. Constantly off by a few iterations.
  • The administration interface is not intuitive. Hard not to compare it to PureConnect premise systems that have been full featured for 15 years and PureCloud cannot do what the 15 year old system can.
  • In my opinion, the decision to move so many normal customization points into industry standard programming languages was bad because suddenly there is a need for software developers writing in C+ or Java when telecom support departments do not have those people sitting around.
  • PureCloud support is a disaster. More often than not, they do not help but just read from a KB script. We find more help on the web and when we present those web links to support and tell them we need more info, more than once they sent us back the very same weblinks with no additional info
Richard Oberle profile photo

Likelihood to Renew

10000ft4.0
Based on 1 answer
I think there's limited uses for the tool and much more comprehensive options out there for multiple tools in one. With more people working remotely, it's hard to just use email and face to face, in some ways you need to have a tool that's a fall back and a record of where you are + where you're going
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Genesys PureCloud8.2
Based on 1 answer
No answer on this topic is available.

Alternatives Considered

Although an interesting tool, compared to Basecamp or Workfront, 10000ft really struggles on the collaboration aspect of the tool. It's great for the bare minimum, recording hours and pulling a budget, but we also relied on email for collaboration and face to face meetings - which is no bad thing! Although for big companies and small projects it's nice to have everything all in one tool so there's less jumping and room for error. That would be my recommendation for any company evaluating it
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PureCloud was more full-featured and offered a lower cost than any of these systems. We switched from inContact most recently because of the continually increasing cost and the apathetic and constantly decreasing levels of support/service.
Mike McGowan profile photo

Return on Investment

  • Positive - We were able to track multiple projects at the same time and record accurate hours.
  • Positive - Able to pull budget and excel reports which can the be analyzed further and relatively simply.
  • Negative - There were a lot of times when hours were entered inaccurately which left us in a bind with budget and freelance billing.
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  • PureCloud has enabled us to take advantage of communications features that we did not previously leverage. For us, the Collaborate component has probably been the most significant.
  • Using PureCloud has resulted in a few frustrating outages that required us to use other communication tools
David Currier profile photo

Pricing Details

10000ft

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details

10000ft More Information

Genesys PureCloud

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Genesys PureCloud More Information