PureCloud simplicity
March 21, 2019
PureCloud simplicity
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is currently being used in a few sites now within Coca Cola European Partners, we were the 2nd Site to go live with Genesys Cloud as our Contact Centre tool. It is used by all departments in our Peterborough office with around 90 users. It enabled us to bring all levels of communication through one platform, we went live with OMNI channel in March 2018. Originally we only dealt with customers via calls & Emails (Via Outlook) but we had no central place to track and forecast work load. Genesys Cloud resolved this and currently we are the only site with Coca Cola that is live with all OMNI channel contact ways.
- All Customer communications are via one platform in terms of calls & emails. This is great for seeing work load peaks & lows.
- Having all of our reps using the same system enables us to better see who is available and when so the transfer of work through the different departments is streamlined.
- The system from both Admin & End user perspective is extremely user friendly with very clear directions on how to navigate Genesys Cloud.
- The out of the box reporting can some times be a little clunky, not having the ability to custom build reports with specific details in it is a little sad - However the reports are still functional.
- The WFM side of PureCloud is lacking in terms of options available, for a company that is looking to bring all systems into one at present the WFM side is nowhere near some of the off the shelf solutions that are available.
- Call interaction time currently includes the talk time & wrap up time. This SKU's the talk time slightly as a call can last 2 mins and the wrap up time is 12 min, therefore the call interaction time shows as 14mins in total which isn't a true reflection of the physical talk time.
- We have had PurCloud for a year now and in that time we have now streamlined various ways of working to ensure we are working smarter and not harder ensuring our reps can do the correct job with the correct tools around them.
- NICE inContact CXone and Avaya
Having worked with both InContact & Avaya in the past all systems have their pro's & cons. Working with Genesys Cloud gave us a tool that fits seamlessly into our organization and offered us much more spec versus what we were used to, Genesys Cloud gave us back control of our IVR management and enabled us to make changes very easily & quickly with the cloud and it be instant rather than having to wait until Out of Hours to publish. It a system that is quite straight forward without being too difficult for all levels to be able to navigate and gather information from it.