PureCloud offers a feature packed, customizable platform
November 12, 2018
PureCloud offers a feature packed, customizable platform
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
We use Genesys Cloud on a contact center level, this isn't a full company-wide implementation. The problems Genesys Cloud has resolved is that lack of flexibility and customization that physical PBXs had to offer. Genesys is constantly updating the Genesys Cloud platform with new features and functionality allowing us to constantly refine and further customize our contact center experience.
Pros
- Genesys Cloud 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.
- Genesys Cloud has incredible levels of customization on a call flow level. It is an absolute pleasure developing flows and scripts on this platform.
- Genesys Cloud 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.
Cons
- 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. Genesys Cloud, 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.
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