PureCloud, Flexible and quick to implement
November 21, 2018
PureCloud, Flexible and quick to implement
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
The migration to Genesys Cloud was quick and painless. We have found the software to be easy to configure, but powerful enough to handle customization. The user interface is intuitive for our Consultants. As an administrator, the continuous improvement of the platform allows for new features coming on line on a regular basis. Changing and updating flows and settings can be done quickly to almost any aspect of the configuration allowing for a rapid response to requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so.
- The continuous improvement of the platform allows for new features coming on line on a regular basis.
- The flexibility of the platform allows for creative solutions to everyday challenges.
- The API and SDK's are well documented and allow for advanced troubleshooting, and bulk updates.
- The software releases can occasionally change how some features work. You may develop a flow using a particular feature, and then find that behavior of that feature has changed.
- Native reporting needs to be improved. It seems fine for smaller contact centers that are less driven by statistics, but currently if you are a large contact center you probably will not get the reports you need "out of the box". You will need to spend some time with the API to create the reports that you are used to seeing.
- Reliability has been improving, but we have had several outages that have impacted our teams ability to receive and process calls.
- The agent scripts have allowed us to provide the agent more information on each interaction. This has helped our agents provide more information, and be more authoritative in their responses. This has reduced handle times and increase CSAT scores.
- Call prioritization allows us to balance our calls across agents with the required expertise to quickly resolve issues.
- The realtime dashboards are informative and useful when monitoring agents and call volumes.
- Avaya
We reviewed both Avaya and Cisco contact center platforms. Neither really supported an endpoint agnostic solution and were very heavily proprietary solutions. The businesses requirements pushed our search to SaaS/Cloud solutions of which we found Genesys Cloud to be one of the best. The flexibility of the platform and the continuous improvement meant that any short comings may be dealt with in near future without a costly and time consuming upgrade.