Global unified communications with PureCloud
December 12, 2018
Global unified communications with PureCloud
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
We use Genesys Cloud in our call centers across the world and for our business telephony. We chose Genesys Cloud to have a single global system connecting our sites to be able to easily reach each other, and have the capability to follow-the-sun in the call centers. Another key driver was to reduce overall telephony cost.
- Ease of use and administration. Our business users and agents get up to speed with minimal training. A manual of a few pages, most of them screen shots, is usually sufficient.
- Availability of information, openness about system capabilities. The documentation is available online to anyone. Availability status, training documents/videos, and reference pages for users, administrators, and developers. Forum and idea lab to discuss issues and request features.
- Graphical IVR flow administration tool makes creating / changing the IVR a snap.
- Support has been friendly, but not very helpful. In my experience, the first level asks many irrelevant questions and support starts after they finally escalate the case. This may take a week or more. However, Genesys is aware and actively addressing the problem.
- Limited reporting capability is a major issue for us. For example, skill-based reports are practically non-existant. We are using a third-party database (PureInsights) and are creating our own reports, which adds quite a bit of addl. time and cost to the implementation. PureCloud would strongly benefit from proper reporting capabilities that are standard in competitive products.
- Some annoyances like inability to stream a variety of hold music. You are limited to the standard music, or one alternative. However, these aren't show stoppers and Genesys has eliminated a number of them over time with releases coming every week or two.
- Genesys Cloud has allowed us to reduce our fixed and variable telephony costs.
- Genesys Cloud has saved us the cost of setting up a separate call center in Asia when we are just starting to do business there. We are currently servicing Asian customers out of Europe.
- Ramping up / down is very easy and the ability to choose different SIP providers, or exchange them allows us to reduce costs even further.
We choose Genesys Cloud over the competition, because it is a true all-in-one solution for business and call-center telephony that is entirely based on micro-services running in AWS. Other solutions may be cloud-hosted (but still consists of a dedicated installation that needs to be managed/serviced for each client), or require different components that may not be created to function together.