At first I was lost then I was found...
Raymond Richardson | TrustRadius Reviewer
Updated August 26, 2019

At first I was lost then I was found...

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

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.
  • Positive-Can quickly change skills and queues to manage overflow calls between our three Customer Care call centers.
  • Positive-Better service to our customers as a result of the quality program that the Genesys software provides.
  • Negative-Early adopter experienced stability issues initially.
The administration side of PureCloud is very straight forward and easy to utilize. Our company just launched a new contact center in the UK on PureCloud and the supervisors and users were fully trained within a couple of hours. This supports the claim the PureCloud is very easy to set up and utilize. The architect side of PureCloud could use some simplification though.
My success manager and sales support personal do a great job in providing support when and wherever needed. We have monthly calls to discuss any open issues or tickets. They are quick to set up any and all requested demos with the proper product management personnel. They worked with us through our recent launch and provided all necessary support in a timely fashion.
Genesys stacked up nicely when compared to other software offerings and was priced economically. At the time of our purchase many companies did not offer a cloud solution.
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.

Genesys Cloud Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
8
Call tracking
8
Recording
9
Quality management
9
Call analytics
7
Historical reporting
7
Live reporting
7
Customer interaction analytics
7

Using Genesys PureCloud

1500 - All business functions
50 - Customer Care
  • Ease of Use
  • Stability
  • Feature Rich
  • Quality Program
  • Overflow Capabilities
  • Skill Based Call Routing
  • Outbound Call Campaign
  • Different Media Routing, Chat, Social, etc...
  • Personalized Messaging based upon queues

Evaluating Genesys PureCloud and Competitors

Yes - Genesys PureCloud replaced and older call center contact software. Prior to PureCloud we utilized Zeacom.
  • Price
  • Product Features
  • Product Usability
The most crucial feature for our company was the ability to connect call centers all over the globe in a quick and simple fashion, PureCloud provides that capability.
I think we would do more research on Cloud based systems. We were an early adopter of this software and ran into several issues after launch.

Genesys PureCloud Implementation

It was relatively new product at our launch and has steadily improved over our tenure with Genesys.
Yes - Phase One was making the decision to utilize Genesys PureCloud.
Phase Two was setting up the design or flow of the system.
Phase Three was setting up the flows in architect and launch in June of 2016.
Change management was minimal - We needed to do more long term planning such as what is the back up plan if it doesn't work. What is the disaster recovery plan?
  • System went down on day of launch (for only 15 minutes)
  • System went down two weeks after launch
  • Reverted back to old system for several weeks after second outage
  • Was surprised with the lack of features after launch

Genesys PureCloud Training

  • Online training
  • In-person training
  • Self-taught
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
It is good and getting better all the time. The community is a great resource.
Yes very easy. As long as you have support from IT then yes self taught is very simplistic.

Configuring Genesys PureCloud

VERY. Set up the system as you designed it. Easy to change if need be.
Do your homework when designing the system The more thorough you are in this stage the more precise the system will be.
Some - we have done small customizations to the interface - If we are talking about connecting to the API then this was not a easy process. But keep in mind we did so three years ago.
No - we have not done any custom code

Genesys PureCloud Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - The usability of the software has made it simple enough for us to tackle most issues ourselves from set up to the daily usage. We have not ran into a scenario where we needed professional support.
Yes - Yes it was. The issue was with reports and if I remember correctly the issue was resolved in the same day.
The support I received for Genesys during the launch of our UK call center was exceptional in my mind. They were very efficient in processing all necessary paperwork and even conducted a welcome call for the new call center supervisor. Much appreciated.

Using Genesys PureCloud

ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Requires technical support
  • Adding new personnel to the system
  • Changing or adding skills for the agents
  • Adjusting wrap up codes or altering them
  • Setting up queues
  • Architect can be challenging
  • Outbound cal campaigns are currently a challenge
  • Reporting needs to improve

Genesys PureCloud Reliability

Very easy to add contact centers being we just launched another center this month.
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Some delays with reports loading from time to time but other than that no major issues.

Integrating Genesys PureCloud

As I stated we ran into a few issues when we integrated the Sales Force Connector but support was able to assist.
  • Sales Force
Purchase of the licenses for the Sales Force Connector was simple enough. Implementation f the connector was a little more challenging but we managed.
  • API (e.g. SOAP or REST)
No that I know of...
Do your research. Utilize the community and ask about the specific planned integration and if any as done so. Ask what were the challenges with the integration and how did they overcome them.

Relationship with Genesys

Ran into a little difficulty being that we were going to purchase an on premise solution and was told in early January that a center of our size would only be offered PureCloud.
There were some bumps in the road being that we had several service disruptions early on. As stated prior the reliability of the system has improved ever since Genesys bought ININ.
Initially we were on a month to month basis. Eventually we went to a yearly contract.
Be up front with your expectations. Genesys wants your feedback. They want to know when they do well and when they miss the mark.

Upgrading Genesys PureCloud

Yes - Yes and no. We launched a new call center but on the same level license as we currently have at all of our centers. The release was a complete success and progressed without issues.
  • Upgraded for a phone ACD system. This will improve service to our customers and will make our agents lives better.
  • More direct routing to specific agents.
  • Availability of metrics.
  • Quality program can be launched.
  • Reporting
  • Quality Program
  • Call Routing
Yes - We have thought about going to a tier three license but would like to be able to have specific centers (that are on the same domain) to be on tier three and others not.