Genesys PureCloud Reviews

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Score 7.0 out of 100

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Brian Harris | TrustRadius Reviewer
January 28, 2020

Contented PureCloud User

Score 8 out of 10
Vetted Review
Verified User
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Support Headcount Required

5 - The only mandatory requirement is a telecom professional. Three of the in people supporting users in PureCloud are managers within the Technical Support group. They have no background in telecommunications, but have experience using other IVR/ACD systems.
Read Brian Harris's full review

Feature Scorecard Summary

Agent dashboard (104)
8.5
Validate callers (97)
7.9
Outbound response (83)
8.0
Call forwarding (94)
7.7
Click-to-call (CTC) (78)
9.4
Warm transfer (100)
9.3
Predictive dialing (59)
7.5
Interactive voice response (83)
9.1
REST APIs (70)
9.1
Call scripts (80)
8.4
Call tracking (100)
9.2
Multichannel integration (77)
9.3
CRM software integration (69)
7.3
Inbound call routing (97)
8.7
Omnichannel inbound routing (73)
9.0
Recording (96)
8.8
Quality management (90)
8.3
Call analytics (90)
8.9
Historical reporting (96)
8.6
Live reporting (94)
9.1
Customer surveys (45)
8.7
Customer interaction analytics (71)
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