PureCloud for ecommerce customer care
November 21, 2018
PureCloud for ecommerce customer care
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.