The Cloud is mostly Pure.
March 04, 2019
The Cloud is mostly Pure.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Within our organization, we are using Genesys Cloud across several departments, all with very different lines of business. Genesys Cloud opens up many avenues for us to communicate with our members in any way they choose. While Genesys Cloud is still growing and is not without its shortfalls, the features it brings to the table for us will certainly push forward our growth. Having a seamless line of sight into our members' interaction history through voice, email, chat and social is a major gain.
- Interaction History: We can follow the path a member took from the moment they hit the IVR all the way to the end, even having bounced around the organization through multiple departments. Following the path they took helps with coaching, journey mapping, and ensuring a seamless and painless menu and call flow.
- Ease of Use: The system itself overall has been very easy for users to pick up and learn. which is very important in a contact center environment. The majority of the reporting, views, and pages are completely customizable. Permissions and roles are easy to navigate, such as editing permissions when needed.
- Listen to clients: Genesys as a company offers the idea lab, and every few months you see features suggested and then brought to life. Being able to have confidence in product improvement is very valuable.
- Edge & Platform updates: These system updates happen very often, and while they bring improvement.. more often than not they also bring along bugs and new problems for our organization. While Genesys is usually quick to fix, the troubleshooting and constant "being on alert" during an update leaves much room for improvement on this process.
- Dashboards/Real-Time reporting: These areas are ones currently being improved. However, being a contact center that is without a line of sight into the real-time stats for things like "longest waiting call" is not ideal. Having to manually enter the real-time display for only one queue in order to see how long an agent is in "Wrap Up" is not ideal. Going in and out of single queues in order to be able to have a big picture view of your center statistics, again... is not ideal in the fast-paced environment of a contact center.
- Trunkless Call Recording: PureCloud does not support call recording on a user to user basis, due to the interaction not hitting a trunk first. Within our organization-- one that has multiple internal business units-- this is a huge loss. On many occasions for escalated situations and coaching opportunities, we simply need those recordings, and with PureCloud they are not available.
- Avaya and Verint Workforce Optimization
The omni features within Genesys Cloud, such as Webchat, Email queuing, and Social media Interactions well surpass what was offered by Avaya. Genesys Cloud still has some areas within Email and Webchat where some improvements could be done. However, the flow and ease of these features are ahead of what we have used in the past. The WFM within Genesys Cloud has a lot of work to do in order to get to a place where we feel confident. Simple features for any scheduling software, such as schedule rotations, would be a huge asset to invest in.