Genesys PureCloud Reviews

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Score 7.1 out of 100

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Reviews (1-25 of 112)

Christopher Kaldenberg profile photo
January 23, 2020

One Size Fits All

Score 6 out of 10
Vetted Review
Verified User
Review Source
We began using PureCloud at first with only a few users as a paid trial to test the waters. As the platform continued to mature, we made an effort to deploy PureCloud as an offsite phone solution for external users. The ability to have a phone system not tied to a physical site or circuit has been beneficial for mobility purposes. To this day, we have not yet adopted the platform company-wide because we are still using Genesys PureConnect.
  • Architect design tool.
  • GUI design.
  • Reporting.
  • Global utilization settings (number of calls, chats, or emails at one time is set globally).
PureCloud can be a good solution for any sized company. The design and deployment allow even small companies to jump in, and in some cases, it seems to be best suited for flat organizations. It works well if you need mobile users. It's a good option if you need VOIP or USB headsets with WebRTC. There are many advantageous features like co-browse and voice recognition. The product lets you dive as deep as you need to with granular complex routing or gymnastics of calls.
Read Christopher Kaldenberg's full review
Usama Ahmed profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source
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
Jonas Kristensen profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
PureCloud is used as primarily as inbound contact center solution for various channels, calls, e-mail, chat, and outbound dialer in our customer service teams.
  • Very intuitive
  • Weekly releases
  • High uptime
  • Some settings are hard to do
  • Documentation could be better
  • Limitations on own development
For a multichannel contact center, I would say that it is the best platform out there.
For outbound sales handling only dialer tasks, it is not sufficient.
Read Jonas Kristensen's full review
Ronnie Knight profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Reseller
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
Reseller
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
Reseller
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
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.
Read Haden Oxford's full review
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
Reseller
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.
Read Richard Volel's full review
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
Alex Landry profile photo
August 31, 2019

PureCloud

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
Bobbijo Carter profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use it for calling, messaging, voicemail, receiving and login our calls. Helps with communicating with our staff in different departments to help us get our jobs done quickly. It's used by the whole organization. It allows us to community efficiently. The directory helps to find info on our staff. It's easy to use.
  • Communicate with another employee
  • Answer our customers
  • Keeps our communication simple
  • Sometimes it bounces me off the queue.
I find it a good communication tool.
Read Bobbijo Carter's full review
Amy Gray profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
Purecloud is only used here at the head office. We use it in the Resource Center (the department I work in) and our Sales Team also uses it.
  • Calls come in clearly.
  • It keeps track of all your stats.
  • Transfers work well.
  • I don't like that the old agent view has been taken away.
I honestly think it's suited for any company that takes inbound and outbound calls.
Read Amy Gray's full review
Randy Nakagawa profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Genesys PureCloud as our customer contact platform across the entire organization. It really provides a one-stop center for all customer interactions and the management of each internal group. Also, PureCloud provides reporting that helps us analyze performance at the company, client, queue, and agent levels.
  • Voice interactions with queue and ACD management. Setting up schedules, queues, in-call flows are very easy an intuitive.
  • Email interactions with TXT, MX and DKIM authentication ability and setups for white label servicing.
  • The Genesys support portal along with their online PureCloud resource guide has been awesome.
  • Some technical support via voice.
Genesys PureCloud is well-suited to anyone who is looking to have all customer-facing interactions in one solution.
Read Randy Nakagawa's full review
Angel Priede profile photo
Score 10 out of 10
Vetted Review
Reseller
Review Source
PureCloud has provided Sixbell a very flexible option for our customers and quick time to market on our client's expectations.
  • Time to market.
  • Flexibility.
  • Value over price.
  • Combinations of profiles pc1, pc2, pc3.
  • Offering for IVR based only (as first-tier possibility).
Genesys PureCloud is well suited for when elasticity is key for customer demand. We've been able to expand our demand and extend services.

On customers concentrated on CAPEX investments or static business are probably more difficult to present.
Read Angel Priede's full review
Elie ElKhoury profile photo
Score 8 out of 10
Vetted Review
Reseller
Review Source
PureCloud is used by SITA for its helpdesk with 300 agents worldwide. It replaced an old Avaya Contact Center. In parallel, SITA is a new partner of Genesys on the Purecloud service for the Air Travel Industry.
  • quick development of features
  • good support of partners
  • Innovation
  • more features on edge architecture
  • multi tenancy of the platform between different customers
  • simplified pricing model
Good for replacement of old Avaya / Aspect solutions
Good to position in countries where we need to keep Voice local with Edge
New competition from Salesforce partners like NewVoiceMedia

Read Elie ElKhoury's full review
Ann MacNeill profile photo
July 26, 2019

Brief Jabra Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
The Genesys PureCloud supports features on Jabra headsets and allows the user to seamlessly connect for fast IT deployment. Call controls are accessible through the agent/users own headset along with full integration between Jabra devices and the Genesys WebRTC client.
  • Full integration between Jabra and Genesys Web RTC Client.
  • Can't think of any presently
  • Plug & Play experience for fast IT deployment.
  • Increased productivity through call control directly from the agent’s headset.
  • Covers more use cases, such as agents that are away from their desk.
  • Full integration between Jabra devices and Genesys WebRTC clients.
  • Read Ann MacNeill's full review

    Feature Scorecard Summary

    Agent dashboard (100)
    8.5
    Validate callers (93)
    7.9
    Outbound response (79)
    8.0
    Call forwarding (90)
    7.7
    Click-to-call (CTC) (75)
    9.4
    Warm transfer (96)
    9.3
    Predictive dialing (55)
    7.6
    Interactive voice response (80)
    9.1
    REST APIs (67)
    9.1
    Call scripts (76)
    8.5
    Call tracking (96)
    9.2
    Multichannel integration (73)
    9.4
    CRM software integration (65)
    7.4
    Inbound call routing (93)
    8.8
    Omnichannel inbound routing (69)
    9.0
    Recording (92)
    8.8
    Quality management (86)
    8.3
    Call analytics (86)
    8.9
    Historical reporting (92)
    8.6
    Live reporting (90)
    9.2
    Customer surveys (42)
    8.7
    Customer interaction analytics (67)
    8.8

    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