PureCloud empowers the next generation contact center
Robert Wakefield-Carl | TrustRadius Reviewer
May 21, 2019

PureCloud empowers the next generation contact center

Score 10 out of 10
Vetted Review
Review Source

Overall Satisfaction with Genesys PureCloud

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
  • Reduction of multiple contract expenditures
  • Ease of onboarding
  • Better customer experience
PureCloud is the next generation of PureConnect offering one of the only truly all-in-one platforms with a single interface for business users, agents, supervisors, quality managers, and admins. The ease of use of PureCloud surpasses any other cloud-based contact center on the market. Choosing the correct product for your company should be based on these principals and the transparency of the vendor.
Contact centers looking to expand beyond their walls and to other media channels.

Genesys Cloud Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
10
Inbound call routing
8
Omnichannel inbound routing
9
Recording
8
Quality management
9
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
5