PureCloud offers a feature packed, customizable platform
Anonymous | TrustRadius Reviewer
November 12, 2018

PureCloud offers a feature packed, customizable platform

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

We use PureCloud on a contact center level, this isn't a full company-wide implementation. The problems PureCloud has resolved is that lack of flexibility and customization that physical PBXs had to offer. Genesys is constantly updating the PureCloud platform with new features and functionality allowing us to constantly refine and further customize our contact center experience.
  • PureCloud is incredibly easy to implement and maintain. All MACD (move, add, change and disconnects) processes are simplified with the use of the application/web-based interface.
  • PureCloud has incredible levels of customization on a call flow level. It is an absolute pleasure developing flows and scripts on this platform.
  • PureCloud is very easy to train on, one of the issues with old PBX based systems was a lot of the work done was in very hard to understand and digest interfaces.
  • Being a web/application based platform it is a little more difficult to troubleshoot on, and for more detailed issue they can end up being a software side problem which can't be fixed from an end user perspective so purecloud support has to be contacted
  • Working with PureCloud support can be tricky at times, there is a heavy reliance on non-technical end users to provide information that isn't necessarily easy to gather.
  • The actual admin training is lacking a bit (or it was when my team went through it) which made us rely on self starters and a LOT of testing and playing around.
  • From an admin perspective, I can't really detail ROI, though we have substantially reduced average handle time.
  • This has allowed consultants to more easily access information or have information displayed through scripts improving customer satisfaction.
  • This has simplified the learning/training procedure of onboarding new consultants and assists new consultants to provide accurate information efficiently.
Avaya is a robust platform but ultimately is limited to very little updating and enhancements as it is ultimately a PBX based system. Avaya requires past knowledge (possibly certifications) to successfully manage. PureCloud, on the other hand, is very easy to enter and administer with little knowledge or experience, and once you have learned the platform on a more technical level it allows you to expand your contact centers functionality substantially.
PureCloud is definitely designed as a contact center platform in 1 to a few lines of business. PureCloud definitely excels in the contact center department with a robust pack of features and a large ability to customize it. They are currently developing a way to separate the platform into organizations but as it stands now it may not really shine in an environment where there are many lines of business utilizing it.

Genesys Cloud Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
8
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
8
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
8
Live reporting
10
Customer interaction analytics
Not Rated