PureCloud perfect soloution for small local government
November 14, 2018
PureCloud perfect soloution for small local government
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Currently, the Genesys Cloud system is being used by the customer service department only, there is a view to roll it out to our library services in the coming 6 months.
The system currently supports problems we had with reporting and system configuration through ease of use. We use it to manage our incoming calls, online chats, and emails generated from a third-party app as well as outbound emails. It is easy to use and training on the system for an agent is easy and minimal.
The system currently supports problems we had with reporting and system configuration through ease of use. We use it to manage our incoming calls, online chats, and emails generated from a third-party app as well as outbound emails. It is easy to use and training on the system for an agent is easy and minimal.
- Being able to manage the emergency queue quickly and efficiently is a must for our business and Genesys Cloud allows that.
- The reliability of service is great with only a couple of Genesys Cloud related problems in the last 24 months.
- Ease of manipulation of agents in and out of specific queues is great.
- Cloud-based systems allow flexibility to work from home or other locations which is great for agents and the business in events that disrupt normal business locations.
- It would be really good if PureCloud agent side would work on mobiles. In the event that a building was affected by an event (fire evac) having agents log on to PureCloud on their devices would help for a quicker and more seamless transition to resorting services for our customers.
- We have seen great saving on training and on reporting.
Voxtron was managed by a third-party so it was a challenge to have anything updated or changed quickly have Genesys Cloud allows full control of the queue and systems internally.