PureCloud is a contact center powerhouse... most of the time
December 17, 2018
PureCloud is a contact center powerhouse... most of the time
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is used by our organization for internal communication and (for a portion of users) to communicate with the outside world. It is also used to develop and test solutions for the organizations that we support. Genesys Cloud enables us to easily communicate in real time using text chat, voice, video, and more with nothing but a browser from almost anywhere in the world.
- Genesys Cloud allows easy voice communication using a browser and headset without requiring a direct connection to a corporate network or VPN
- Genesys Cloud enables easy access to other communication channels including text, video, fax, and more
- Genesys Cloud makes advanced speech-enabled IVRs with web service and back-end data integrations amazingly simple
- Outbound dialing and agent scripting with Genesys Cloud is incredibly easy
- WebRTC makes using Genesys Cloud from anywhere a snap - just plug in a headset, login, and begin placing/receiving calls
- PureCloud seems to struggle to provide a reliable platform and, at times, experiences regular partial or complete platform outages. Statistics aside, a partial outage (for example, the inability to log in) can still result in a complete lack of usability
- PureCloud (like PureConnect before it) has tended to struggle in providing basic handset phone functionality
- PureCloud still lags behind PureConnect in the ability to perform event-based customization
- Genesys Cloud has enabled us to take advantage of communications features that we did not previously leverage. For us, the Collaborate component has probably been the most significant.
- Using Genesys Cloud has resulted in a few frustrating outages that required us to use other communication tools
There are a large number of vendors offering a fairly similar feature set to Genesys Cloud, but with the history of contact center focus behind it, Genesys Cloud still provides a unique and powerful combination of communication tools that l enable it to provide industry-leading service with less difficulty than may be required with other platforms.