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.