PureCloud for ecommerce customer care
November 21, 2018

PureCloud for ecommerce customer care

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

Used by our organization for e-commerce customer service for EMEA countries. Currently used to manage phone, email and webchat channels, on a mid size contact center. Helps the customer to solve issues placing an order or on existing orders, as well as after sales related issues. The service, as cloud based, was recently extend to APAC countries.
  • Cloud based solution, limited hardware installation required.
  • Self updating system and new features released.
  • High flexibility in the management and easy to access everywhere.
  • Lack of advanced features available in the client based versions.
  • Limited customization.
  • Not a mature solution, changing and improving quickly , causing possible impacts on business due to system changes.
  • Not recommended for huge sized contact centers.
  • Central visibility on customer care service B2C.
  • Optimization of resources.
  • Improved quality of service.
Reduced project time and costs, limited effort on internal IT.
Suitable for dynamic contact centers that need a lot of flexibility, and where the possibility to access the solution also from different devices and from different locations is important. Probably works best with small-mid sized scenarios.

Genesys Cloud CX Feature Ratings

Agent dashboard
7
Validate callers
8
Outbound response
6
Call forwarding
6
Click-to-call (CTC)
6
Warm transfer
6
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
6
Call scripts
Not Rated
Call tracking
8
Multichannel integration
7
CRM software integration
7
Inbound call routing
8
Omnichannel inbound routing
7
Recording
8
Quality management
9
Call analytics
7
Historical reporting
6
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated