Genesys Purecloud Review
Cole Padula | TrustRadius Reviewer
November 21, 2018

Genesys Purecloud Review

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

PureCloud is utilized as Right Networks' VOiP solution for our Customer Care and Sales teams and as a collaboration tool for other departments. The product allowed us to move off of an on-site VOiP solution that didn't provide enough agent statistics to a program that gave us more data than we knew existed!
  • The developer/lead webinars.
  • Autonomy within our own org.
  • The ability to pull statistics whenever we want.
  • Adding an @here function similar to Purecloud that alerts everyone in that chat (not using the agent assistance chat which alerts the entire org).
  • The ability to see sub-statuses without going into Classic view.
  • It's enabled us to operate more efficiently in regards to routing calls to different sites. Our old platform was not really capable of doing this so we lost efficiency as a result.
  • It's also allowed us to integrate with products for forecasting and WFM, which our old platform did not.
  • We've been able to take individualized agent statistics to determine productivity on an agent by agent basis as well as by site basis.
It's also allowed us to integrate with products for forecasting and WFM, where ShoreTel did not offer the ability to pull statistics for this. ShoreTel did allow us to pull agent specific statistics, but it was very minimal compared to what PureCloud can pull.
PureCloud is the perfect VoIP solution for a company who want an all-in-one software with workforce management, agent reporting, and administrative abilities. It has been beneficial to our organization and really improved our day-to-day as a call center. PureCloud is not the product for companies who only use collaboration/chat tools (Slack, Zopim, etc). We only use PureCloud for its telephony, but it would seem clunky if it was used as an omni-channel support solution.

Genesys Cloud Feature Ratings

Agent dashboard
7
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated