Genesys PureCloud Reviews

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Score 7.2 out of 101

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Usama Ahmed profile photo
Score 7 out of 10
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It was being used for a section of our company as the primary call center software. We decided to not expand this to the rest of the company due to some shortcomings that the product had.
  • They are willing to do a failure at your command which reduces the downtime in outage scenarios.
  • The end-user software is pretty stable and does not malfunction too much.
  • The quality management/recording piece works well with its agent software.
  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
If you are a midsize call center from 100 - 300 users, it is not a bad product. Make sure you do not have an expectation of getting a 100% audio/screen recordings and that you are not looking for speedy priority 3 - 5 ticket resolutions. In that case, this is not your product.
Read Usama Ahmed's full review
Ronnie Knight profile photo
Score 10 out of 10
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Verified User
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We are using the PureCloud as our phone application. It's being used by the entire organization. It's our communication application. Both for internal and external customers. We went live the application at the end of July. As with any new application we had some 'bumps in the road' but over all the installation went well.
  • The directory lookup
  • The chat room feature
  • Ability to select different type of phone devices (headset - deskphone - laptop - etc.)
  • Call forwarding
  • Faxing - we were sold that all of our faxing need would be met that was not the case
  • Mobile App needs a lot more work
  • Need work with Jabra headsets - we are having trouble with the buttons and the ringing through the headset
  • Desktop version needs additional work
As I said for the most part PureCloud is a fabulous application. We just have issues we need to work through. Faxes we were told that our users would get notification of a received a fax through PureCloud (which they do through PureCloud) but we were also told that an actual e-mail would be sent to the user as well (should work like an voice mail notification) that's mot the case. The mobile app is working but not as smooth as we would hoped. Our user would like to have the phone call mask their cell phone number (we found a way to make it work but it's not a smooth as we would like).
Read Ronnie Knight's full review
Alex Cyrus profile photo
Score 10 out of 10
Vetted Review
Verified User
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Genesys PureCloud has enabled us to connect our team better than before. Most of our company agents are in remote places and require a reliable communication system to easily reach our management in case of any issues. Genesys PureCloud has enabled us to connect with our agents well through its amazing features, group directories which have calls enabled and direct chatting.
  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
  • The external chat which involves customer to agent is poor since it has limited experience. the internal chat is excellent but it's only for system users' communication.
  • The support team is always available to help you but sometimes give invalid solutions.
  • When we need to contact our agents who had called us, we do not find them in the list when searching for a call. Also the duration of calls recorded by Genesys PureCloud is sometimes inaccurate.
Genesys PureCloud is well suited for a company whose agents are located in remote areas. The application will streamline the communication between the agents and the head office management whenever issues arise. This is possible since Genesys PureCloud offers direct chats, calls, email and text messaging among others. It is very simple to use and its various amazing features streamline communications.
Read Alex Cyrus's full review
James Riley profile photo
Score 10 out of 10
Vetted Review
Review Source
Dimension Data is a reseller partner. We offer Genesys PureCloud as one of the technologies that we deploy and support for small to medium-size customers. PureCloud is kicking Cisco's teeth in when it comes to product comparison for Cloud-Based clientele. The ease of use and capabilities are far beyond the standard Cisco use-case, and attractive on price as well.
  • Genesys takes an API first approach and then builds the UI around the APIs. This makes the product easier to use and integrate over Cisco platforms.
  • Single pane of glass and a single support organization for all the product sets that are typically multi-vendor to achieve a comparable product offering.
  • Resource Center, Community boards, Training, and the Developer platforms are easy to use and allows the engineer to be mostly self-sufficient if the engineer is willing to put in the time to research their issues.
  • Integrations with other products are easy to configure and implement.
  • Import and export features are top notch!!! No other platforms on the market come close in comparison.
  • Collect digits should really be enabled for speech data collection. Basic call center IVR functionality should be able to accept a string of numbers, alphanumeric entries, and dates natively without needing to go to Amazon LexBot or Google.
  • Velocity macros should be enabled in the input parameters to allow for use of basic JSONPath statements. For instance the following will work $.claims.claim[?(@.copay=="15")].dateOfService, status, allowed amount, however, the "15" should be a parameter that can be passed in via Input parameter. It would be nice to pass the following as an example into the TranslationMap and have it return records based on a specific date of service that is passed in via the InputParameters.
  • "_claimNumber": "$.claims.claim[?(@.dateOfService=='${input.DOS}')].claimNumber"
  • I have been told that this is not possible today.
Well suited for rapid deployments and a short learning curve for the end-users. Not suited for heavy IVR users where a fully speech-enabled IVR is needed.
Read James Riley's full review
James Riley profile photo
Score 8 out of 10
Vetted Review
Review Source
We have a PureCloud lab deployed for POC, testing client configurations, and learning opportunities for our staff. Our clients use it as a full replacement for the disparate premise-based contact center solutions previously being used. The solution is a single pane of glass for full omnichannel (Voice, email, chat, social, SMS, video, etc.) as well as incorporating standard Call Center needs such as Reporting Analytics, WFM, and Quality Evaluation.
  • Extremely easy to deploy and requires 1 tenth of the time compared to other offerings in the industry.
  • The platform starts with the API development, and then they build the product around the API. GENIUS!!!
  • The Training, Resource Center, Developer, and Community boards are top-notch!
  • New features are introduced weekly based on the Ideas Lab and user community voting drives the priority.
  • Feature capabilities are sometimes limited in scope, yet sales just has the capability listed (misleading).
  • Support is slow to respond, uses a generic template response that implies they didn't even read what was put in the ticket.
  • The Professional Services organization has very limited resources that understand or can aid in complex call flow Architect design and deployment.
  • Mature the NLM and speech capabilities of the IVR without needing to integrate with Google DialogFlow or AWS.
  • Basic collection of Account Numbers alpha-numeric mix, Date Of Birth or Date of Service is limited to DTMF, without aid of 3rd party add-ons.
Well suited for clients with basic IVR needs, strong desire to enable the business to manage the call center, and ease of use. Also great for the smaller contact centers with less than 4K seats. Allows a contact center manager to pay one invoice for all their Contact Center Technology needs in lieu of disparate vendors for the PBX, QA, WFM, DataCenter, Telco, etc.
Read James Riley's full review
Nicolas Bedard-Reid profile photo
November 01, 2019

Multi-Functional Platform

Score 3 out of 10
Vetted Review
Verified User
Review Source
We use PureCloud as a method of calling customers through a local queue, speaking with our employees through the chat function, and quality assurance through the application as well.
  • Multi-Functionality
  • Clear, Easy to Utilize
  • Quick Support
  • Permissions Removed Randomly
  • Inability to Add/Remove Queues at Times
  • Connectivity Issues
The multi-functionality of the program is very useful, especially for our cause. Outbound calls, messenger capability, and Q&A dashboards and functions within the program are a fantastic utility.
Read Nicolas Bedard-Reid's full review
Sergio Rota profile photo
October 23, 2019

Genesys PureCloud Review

Score 9 out of 10
Vetted Review
Review Source
My organization deals with consulting for CTI / CRM / BI products, including PureCloud.
The main benefits are:
  • The variety of features, which many times allows us to promptly propose a solution to a problem expressed by a customer or a lead.
  • The absence of having the hardware to manage and update.
  • Integration with other systems, such as CRMs and reporting tools already in use by customers.
  • Ease of use by agents.
  • The continuous innovations and features that are made available.
  • Campaigns: the various types of campaigns allow the customer to be able to evaluate the best for their needs; with call analysis, DNC list and customizable rules you have the ability to customize your experience to the fullest.
  • Architect: this structure allows you to invent your own inbound and outbound flows allowing the recognition of the customer registered on the databases and/or to update the customer's CRM. The internal features of the Architect give the possibility to invent ad-hoc logic for all the cases.
  • Performance and Dashboard: the possibility of having pre-arranged but customizable views and the possibility of creating dashboards in a wall display style.
  • Developer tools: in this environment, I noticed that often parameters go wrong, or these parameters disappear while queries are being made. even the part dedicated to generating callbacks sometimes doesn't work.
  • Script: I find it difficult to build the script for the editor structure and I notice that many times the publication doesn't work.
  • Division: I believe that the division into divisions should take place for most of the components dedicated to the customer.
  • Wrapup codes on the queues: In my opinion, they should be divided into wrapup codes for inbound calls and wrapup codes for callbacks or outbound calls.
I think that PureCloud adapts to every scenario, mainly for medium/big customers because the potential for IVR and routing to the agent, the many views dedicated to performance and reports, the workforce management refer to this type of customer are all very good.
Read Sergio Rota's full review
Nikolaos Thermogiannis profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
PureCloud is a great solution that delivers the ability to communicate through multiple channels (mail, chat, social media, calls). At Intracom Telecom we implement PureCloud for customers who want great Customer Experience with low Premises' hardware cost and extremely fast implementation. The tools it provides are easier to use for both implementation engineers and final customers.
  • Ease of use and administration. Business users and agents get easily accustomed to PureCloud with minimal training.
  • Constant updates and new feature delivery enhance your investment.
  • Extremely fast implementation. Customers who want to transform their Contact Center can do it incredibly fast, without worrying about being out of deadlines.
  • Open APIs for development and integrations makes it an innovative platform for businesses.
  • As with all cloud platforms, you're taking a lot of control out of your hands to gain convenience.
  • If you already own a large data center, maybe PureEngage On-Premises solution is a better choice considering the annual cost.
  • Limited customization capability.
PureCloud is well suited to mid-sized businesses and those who have remote workers. The Web-based interface and WebRTC phone make PureCloud function wherever you are in the world, provided only that you have an internet connection. Being a true cloud solution allows focus on use and operation and alleviates the need for system and infrastructure support teams. On the other hand, for large-sized businesses that have their own datacenter, looking at the costs for features, it may just not make sense in comparison to PureCloud on Premises. Furthermore, if you do advanced routing and customizations, you may find it more difficult than that on Premises.
Read Nikolaos Thermogiannis's full review
Aarde Cosseboom profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using Genesys PureCloud for IVR/ACD connectivity for all of our global phone (VoIP), email and chat inbound communications between our members and consultants. We are currently using it to solve our routing and workforce needs.
  • Constant new feature releases come out weekly.
  • Amazing up-time and stability, because they are on AWS in the cloud.
  • Insights into metrics in real-time for all agents, supervisors, and leadership.
  • More customization for canned responses for the chat tool.
  • More capabilities for routing options in the Architect tool.
  • Automatic alert thresholds for KPIs that fall out of the norm.
Genesys PureCloud is extremely well suited for global deployments and large scale business users. We can ramp up or down the number of users easily without having to pay for minimums or submit change order requests. I would recommend this tool to anyone who is looking to use it for a large global team.
Read Aarde Cosseboom's full review
Haden Oxford profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Purecloud across the entire company to issue outbound calls to leads, receive inbound calls from our customers and communicate among one another during our day to day process within the office and our franchisees. We also use it to view and document voicemails as well as track our statistics month to month.
  • Easy to learn and use
  • Easy to read layout
  • Useful call taking mechanics
  • Bright layout
  • More after call options
  • Voicemail needs to be ran from a separate browser
It's well suited for any job or business that requires frequent inbound and outbound calls as it is an extremely useful product to deal with a large bulk of call volume while doing it in an orderly manner. If anything, the only unsuited situation for PureCloud would be using it in a low volume company.
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Raymond Richardson profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
We utilize Genesys PureCloud to route our inbound call volume at three of our Customer Care call centers. One of the biggest benefits from utilizing the software is that we were able to launch a quality program. Something we have been looking to implement for awhile.
  • Communication of new features being launched.
  • Striving to provide new and improved features.
  • Working with and listening to the customer.
  • Reporting and Analytics.
  • Wall Board Functionality.
  • API Training and Ease of Use.
Genesys is easy to use from a Administration vantage point. Administrators can be quickly brought up to speed on the finite details of how to utilize PureCloud administration tools.
Read Raymond Richardson's full review
Nicolas Bedard profile photo
Score 6 out of 10
Vetted Review
Verified User
Review Source
It's used by the head office in our Outbound/Inbound Calls departments. The issue is those not involved in the process of using PureCloud aren't familiar with the system.
  • The ability to call from different locations from one location.
  • The support we receive is quick and responsive.
  • Cross-platform uses (chat, calls, managing queues, quality assurance).
  • Issues revolving around locations changing from NA location to overseas haphazardly.
  • Calls being disconnected randomly at times.
  • Calls we're connected to user's voicemails at times.
I cannot think of a time this would not be applicable.
Read Nicolas Bedard's full review
Manna Ng profile photo
Score 10 out of 10
Vetted Review
Review Source
Genesys PureCloud is being used by one of our clients for a specific service unit. PureCloud was recommended over PureEngage (an on-premise solution) because this service unit had very short timelines to deploy a production-ready contact center platform to support a new service offering.
  • Agents are able to log in from any workstation and start with the PureCloud web interface. The flexibility provided by PureCloud allows the agents to move around.
  • The interface is easy to use.
  • The statistics and data views are great.
  • It would be great to see ALL queue activities with the agent status in one view; currently, you can only view a single queue with these details.
  • It would make more sense that GREEN is On-Queue, and BLUE is Available. We've had so much training issues with this. Or perhaps add "On-Queue" as a radio button to the Status list when you click the Avatar. When agents see only "Available, etc." they assume "Available" means they are On-Queue.
  • Add a tooltip to the outbound call field that says "Press the Enter or Return key to initialize the phone number" (or something to that effect).
  • It would be amazing if PureCloud (maybe with Edge devices) could be configured to record locally. With PureCloud + AWS, our client has turned off the recording feature because the recording does not reside within Canada, though they greatly desire to have calls recorded.
PureCloud is well suited for clients that do not have specific requirements around where their recording is stored. Our client is government, and they have a requirement that recordings are stored within certain jurisdictions. PureCloud is well suited for small contact centers with simple needs and/or quick deployment timelines.
Read Manna Ng's full review
Richard Volel profile photo
Score 3 out of 10
Vetted Review
Verified User
Review Source
Will be used in the Call Center for CS and Collections. It was purchased to take us from multiple platforms internally and vendor-hosted into one for Omni Channel solution that we manage.
  • Like any cloud solution ease to install if equipped with right install partner
  • Ability to change campagn media types
  • Abiity to de sevral things " channels of communication under same platform
  • Stability of product
  • Better documentation of features and system functions
  • Campaign managgment tool not as good as ALM
  • Many promises made for features and functionality by the sales group. But many did not work as represented or are still in development
If you are a small shop with limited IT personnel. I would still hire a third-party consultant not affiliated to challenge or confirm their design. I would not recommend to larger organizations with competent IT staff you should not allow business owners to be final decision-makers for this product. It should be a joint decision with Network, Telecom, and business. Do your research on similar products and challenge cost model of Cloud versus premise if you already have a decent size Server environment.
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Brian Harris profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source
Carestream Dental uses PureCloud over several departments within the organization. It is used to distribute calls from our customers to the technical support, billing, customer care and inside sales teams.
  • The administration is relatively easy to manage. The architecture tools within PureCloud to set up the IVR and menus within are intuitive and easy to understand. Minimal training was needed to complete tasks that previously took many hours and communication threads to complete.
  • The infrastructure is reliable and has resulted in minimal disruption in servicing our customers.
  • The workforce management tools within PureCloud are very basic. We supplement shortcomings in the tool with manual work done outside of PureCloud.
  • We struggle with remote employees and usability of the system (Audio degradation, call connections, etc).
  • Although our data is easy to find within the tool, exporting that data requires API work and isn't easy to get. Programs like Emite or Pure Insights are recommended.
PureCloud is relatively lightweight in terms of physical architecture needed to run the program. Our company has a small IT team and this system works well because the administration of the program is relatively easy. If you have a large team that is remote, the ability to run the program from the cloud without a VPN is helpful and easy to stand up.
Read Brian Harris's full review
Carole Angle profile photo
Score 2 out of 10
Vetted Review
Verified User
Review Source
We are using it across the whole organization. We just cut over last week and the host of issues is incredible. It is amazing at what we are finding that we can't do with it that we could have with our 20-year-old Avaya system.
  • Presence
  • Chat
  • Directory - Ease of finding employees.
  • Coverage paths without needing to be call flows. We need to have the phone ring to different individuals and then go back to the original person's voicemail. We do not need a group voicemail!
  • Fax confirmation popup only last for 7 seconds and we need a confirmation page that we can print.
  • We have had multiple hardware issues connecting to PureCloud
  • Losing connection frequently.
  • Not having EC500 which is a call ringing on a cell phone and desk phone at the same time. You can go from one to the other.
I think it would probably be well suited for a call center as long as the agents are at their desk and not walking around. Less appropriate for anything else. I am very disappointed with it right now.
Read Carole Angle's full review
Michael Haddad profile photo
July 25, 2019

Wanting it to work

Score 5 out of 10
Vetted Review
Verified User
Review Source
PureClound is used across global organizations (Sales, Customer Support, Billing, Customer Training). It addressed a need for a global phone system that could be accessed across the world.
  • Easy to make changes (add queues, change employees, adding employees) Saves time and reduces the number of people who support the software.
  • Call routing is easy to setup and understand. Changes can be made quickly and you do not have to wait for the changes to take place. No additional cost to make changes, we can do it.
  • Easy to monitor and grade agents interactions. Better feedback to agents.
  • WebRTC connections to remote users.
  • Reporting: need to be able to export all data.
  • Training and best practices.
  • Support- Triage is not support. I feel like every time we email that we are working with someone who is just asking other people how to fix the issues if the second level person has more questions than they need to pick up the phone and talk to the customer. This back and forth between Customer, first level and the second level is timely, inefficient and in most case with us leads to us closing the case with no answer.
Until remote agents using WebRTC connections (not responding messages) are running well, I can't give a higher rating. Most companies are moving to a work from home environment, we have 70% of US agents working from home and 40%+ experience PureCloud connection issues daily.
At the meeting in Denver, I learned we are not alone with this issue and other companies have stopped agents from working from home, we do not have this option due to the size of the building. One of the reasons we changed the phone system was that we were moving into a small space and wanted to save money by allowing agents to work from home.
Read Michael Haddad's full review
Chris Morton profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys PureCloud is being used by our organization in a contact center capacity and addresses our needs to monitor call queues, agent performance and evaluation, advanced reporting in a timely manner, build awesome and easy IVR architecture, as well as create a disposition for calls and so much more. All in all, more clarity and transparency as to what is happening is being made more clear than ever.
  • Customer support.
  • Report issues/bugs and resolutions asap.
  • Just a beautiful GUI.
  • More flexibility in reporting.
Small contact centers for sure. We only have about 15 agents on at any given time and it suits us well. The call recording quality is amazing and easy to get those interactions without having to use secondary software and so on. Less appropriate? Can't think of any situation myself.
Read Chris Morton's full review
Gilbert Chinapen profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys PureCloud is used by our inbound Contact Centers across Australia. Our customer operations involve a wide range of betting and customer services and PureCloud addresses these challenges better than the previous on-premise telephony systems. PureCloud meets all the core business requirements such as managing skills and priorities, call recording and it integrates well with our CRM tool and betting application as well as our WFM application which makes it a perfect fit for the business.
  • All in One Product with a Wide palette of features out of the box such as live chats, Call recording, softphones
  • Ease of integration with third-party products such as Zendesk, Single Sign-On integration with third-party Identity management.
  • Easy to manage users, queues, call recordings, call flows, etc.
  • While some of the out of the box add-on features meet the basic requirements, they might not suit a more complex business eg WFM, QMS hence the need to integrate with third-party products.
  • Under high load, the system may experience some performance issues
  • No alerting or notifications when Purecloud experiences an outage. It would be great if we could be informed promptly of any outage that could impact business.
PureCloud out of the box will get any starting contact center up and ready to operate in a short time because of all the features included. The telephony functions are quite advanced and will suit any serious inbound contact center. PureCloud also integrates very well with existing third-party software such as Zendesk, Teleopti, Verint Impact 360. With some training, the end user can create queues, manage users and call flows. It does not require a dedicated skilled system administrator.
Read Gilbert Chinapen's full review
Matthieu Frys profile photo
Score 7 out of 10
Vetted Review
Verified User
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We are deploying PureCloud on all our subsidiaries. From now we have to deploy France and Scandinavia. We are using pure cloud first for contact center telephony tool within Zendesk ticketing tool. And in some countries, we are using it for everyone with communication licenses.
  • Quick deployment: we have deployed from zero Genesys PureCloud within 6 months on 5 countries over 300 agents.
  • Basic feature available: you have multiple channels, statistic, outbound, reports, recording. Everything on the first connection. Those things take years to get on 'on premise' solution.
  • Large capabilities to adapt: multiple connectors to connect to our information system.
  • Industrial tools deployment. A lot of things is still manual on PureCloud and hard to deploy. Softphone parameters and update are not industrial, parameters around agent (auto answer set per user, import, ad sync,....).
  • Lots of bug to resolve, support is not reactive enough some bugs are really a bad experience for agents.
  • Genesys engineer is not good enough. To deploy we work with some Genesys engineer. But they are a little bit light on the tool knowledge.
If you need an all in one tool to deploy a contact center with lots of functionalities and without any contact center knowledge. PureCloud is the perfect one.
If you need to deploy on multiple locations for a small business team. It's feet perfectly
But for a really big call center (>100 agents) the tool is not industrial enough.
Read Matthieu Frys's full review
Michael Jacobson profile photo
Score 4 out of 10
Vetted Review
Verified User
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We use PureCloud for both our phones and email inboxes. It has an online chat option, but we do not use it. It allows us to manage incoming calls and emails from our customers, as well as providing a platform for quality review and complete analytics. Because of limitations with emails (mainly, we cannot view/assign emails ourselves), not all of our organization uses the email feature. All phone agents currently use it.
  • PureCloud provides excellent reporting and analytics.
  • The interface for emails and calls is quite friendly from a user standpoint.
  • It has capacities for multiple types of customer contact including phone, email and chat.
  • PureCloud is basically a phone system software that has expanded to include emails and chats. The phone format is fine, but it doesn't work well with the others. For example, emails "ring" like a phone call until an agent actually answers it.
  • PureCloud has a very poor chat interface that we opted not to use because of severe limitations, such as the ability for an agent to handle multiple chats and providing agents with essential technical information that is often useful in ticketing technical issues.
  • Managers cannot review emails in queue nor assign them; it's problematic that we can't identify, for example, emails in Spanish and route them to a Spanish speaking agent.
PureCloud is fine if you want a good phone platform; it attempts to deliver a one-stop solution for email and chat needs as well, but email and chat platforms are based on the phone platform and therefore not efficient. The chat platform is very limited and does not give us the tools we most need to provide chat customers with fast service.
Read Michael Jacobson's full review
Henry Svendblad profile photo
Score 10 out of 10
Vetted Review
Verified User
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We use PureCloud across every department in our organization. It powers our Contact Center with key features like ACD, IVR, omnichannel support, workforce management, quality management, real-time analytics, and more. Their API first microservices architecture has allowed our developers to integrate our line of business and mobile applications for improved productivity and customer service.
  • Developer friendly APIs
  • Real-time information
  • Quality management
  • Workforce management
  • Predictive routing
  • Support
  • Implementation
  • Improved stability
Better suited for a high growth distributed organization with the ability to leverage their well-documented APIs and third-party integrations. An organization looking to provide the most modern and powerful customer experiences across all communication channels.
Read Henry Svendblad's full review
Altaf Gosla profile photo
Score 8 out of 10
Vetted Review
Verified User
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We use Genesys PureCloud across our entire organization. The vast majority of our users are enterprise users. We have two different departments that use the Contact Center features. PureCloud allows us to communicate with our borrowers in an efficient way. It also allows us to run campaigns for our marketing efforts and to evaluate the performance of our representatives. Finally, it allows us to report on all activities so we can address issues and see how effective our strategies are.
  • It is very easy to build sophisticated inbound call flows.
  • Running outbound campaigns is very clear and logical.
  • I really like that SMS is now built-in.
  • The responsiveness of Genesys support is something that is improving but still needs further improvement.
  • I wish there was more transparency about bugfixes, UI updates, and other updates that are done on PureCloud continuously. Sometimes these updates have caused issues that have blindsided us. This would be more detailed beyond what is currently in the Release Notes that come out every Wednesday.
  • It would be nice if we could choose to mirror all reporting data into our own SQL database without having to write our own code to do so or rely on a third party.
It works really well as an all in one solution. It is nice that it has chat/video/call/screen share all built in. It's amazing as a contact center platform. The interface is intuitive and friendly. It isn't as good (yet) for Enterprise Users because it is missing a true stand-alone mobile app. The current mobile app is good for chat but lacks the ability to make calls directly. For Enterprise Users who like to use a hard phone, the supported phones
work well, however, it is missing a lot of features and functionality that users like to have on the phone directly.
Read Altaf Gosla's full review
Robert Wakefield-Carl profile photo
Score 10 out of 10
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PureCloud offers us the flexibility and function in a single platform so our agents don't have to learn different systems. Agents, supervisors, quality managers, and admin all use the same platform.
  • Omnichannel routing for calls, callbacks, chats, emails, SMS, messaging, and more in one interface
  • Advanced IVR offering ASR, TTS, database lookups, advanced routing, and integration with AI's like Lex
  • Tight integrations to CRM applications like Microsoft Dynamics and other web-services
  • Simplified administration for all aspects of the platform in an all-in-one page contained completely in the web browser
  • Adding better UC functionality like paging, park, and other basic PBX features
  • Microsoft Teams Support to replace the current Skype for Business to allow collaboration between Microsoft and Genesys PureCloud
  • Speech Analytics which is on the roadmap, but allowing for listening of all recordings
Contact centers looking to expand beyond their walls and to other media channels.
Read Robert Wakefield-Carl's full review
Alex Landry profile photo
August 31, 2019


Score 10 out of 10
Vetted Review
Verified User
Review Source
We take calls and make calls with it, it is a useful tool to take calls or make appointments. We use it from the call answering system to the Sales team! It was a super friendly tool to use. It is an easy tool to learn how to do stuff!
  • Call Display
  • Rarely does not work
  • Fast
  • The new views
  • Reports are confusing
  • Have to refresh the page before loggings
It is well suited for a situation where the customers want to talk to us. There is no good reason for it to be less appropriate.
Read Alex Landry's full review

Feature Scorecard Summary

Agent dashboard (95)
Validate callers (88)
Outbound response (75)
Call forwarding (85)
Click-to-call (CTC) (71)
Warm transfer (91)
Predictive dialing (52)
Interactive voice response (75)
REST APIs (64)
Call scripts (72)
Call tracking (91)
Multichannel integration (69)
CRM software integration (62)
Inbound call routing (89)
Omnichannel inbound routing (64)
Recording (88)
Quality management (82)
Call analytics (81)
Historical reporting (87)
Live reporting (85)
Customer surveys (40)
Customer interaction analytics (63)

About Genesys PureCloud

Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys PureCloud solution promises to make customer relationships simple. Built to handle any channel, the PureCloud platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.

The vendor aims to simplify the way you connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys PureCloud is a customizable all-in-one application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.

The vendor says their software deploys in days, is intuitive to use, and continually innovates with upgrades each week.
Categories:  Collaboration,  VoIP,  Contact Center

Genesys PureCloud Features

Contact Center Software Features
Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Has featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Has featureCommunications forecasting
Workforce Optimization (WFO) Features
Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Has featureLive reporting
Has featureCustomer surveys
Has featureCustomer interaction analytics
Omnichannel support Features
Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Does not have featureVideo channel
Has featureLive chat channel
Has featureCo-browse
Has featureScreen-share
Has featureSocial media channels
Has featureMobile applications
Predictive Analytics Features
Has featureIntelligent call routing
Has featureChatbots
Does not have featureAI assistance for live agents
Additional Features
Has featureVoice Routing
Has featureWeb Chat
Has featureEmail Response
Has featureSMS
Has featureSocial Listening
Has featureUnified Communications
Has featureSoftphone
Has featureWorkforce Scheduling

Genesys PureCloud Screenshots

Genesys PureCloud Integrations

Zendesk, Salesforce, SAP, Oracle, Microsoft, Teleopti, Verint

Genesys PureCloud Competitors

Genesys PureCloud Technical Details

Deployment Types:On-premise
Operating Systems: Windows, Mac
Mobile Application:Apple iOS, Android