Good Quality Contact Platform with a lot of possibilities
David Brewster | TrustRadius Reviewer
April 09, 2019

Good Quality Contact Platform with a lot of possibilities

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

PureCloud services our organization to facilitate the delivery of Advertising Sales, Finance & Customer Services. It allows for a rich customer experience with multiple communication channels. We currently utilise PureCloud for Voice & Email interactions and due to the nature of our business and our ever-changing customer landscape we are aiming to deliver SMS & Web chat as an additional channel available for use before the end of Q3. Our Sales Teams take advantage of the PureCloud CRM integration which allows for a slick sales process, visible touch points and clear perception of the customer contact journey from end to end, enabling the business to have a greater understanding of how and when our customers are being contacted. From a real-time people management perspective PureCloud has enabled our managers and supervisors to better understand agent utilization, customer penetration & campaign management. The tools it provides are easier to use for our teams and the customization available to end users means that this is a 'one size fits all' customer interaction center for our desk-based workforce. PureCloud has become an intrinsic piece in our sales & marketing process and gives transparency and peace of mind to our agents and managers alike.
  • Real time views and supervisor tools are good, we are able to customise metrics, views & team layouts to fit the needs of our business for proactive management. All views are well placed and for viewing interactions we are able to quickly search and pinpoint calls that are required for auditing.
  • PureCloud administrator is very intuitive and nicely laid out, the quick search function means if you are working on something as priority you can quickly get yourself to where you need to be. We have found that as a business the PureCloud help pages at help.mypurecloud.com have been invaluable if we have ever been stuck with anything, there are a vast amount of guides from Genesys readily available online and the PureCloud community often comes in useful as a reference.
  • Integration with Microsoft Active directory means that we can manage our users and license allocation by creating group policies, this combined with GSUITE single sign on through Google allows for a simple sign on experience for the user, and a low maintenance operation for system admins.
  • We would like to see vast improvements on historical reporting. There are a lot of limitations in place and the reports that come out of the box with PureCloud are very prescribed and generic. Customization of the reports available is very restricted. It would be good to see a drag and drop facility with the ability to group and summarise metrics and measures. Report scheduling could also offer more options and be set at division/role level.
  • Weekly feature releases are a valuable addition to the product, however we have found from experience that these are released to different regions at different intervals. We recently were anticipating use of a new feature which was advertised on the PureCloud road map with a delivery date confirmed. However when it came to that date we found that it was not available in our region.
  • On the whole Genesys PureCloud has been a reliable platform for our business, but there have been one or two times since our inception of the product where the platform has suffered temporarily loss of features and service or suffered a micro-outage. We find that the RSS feeds and system availability pages do not reflect this until some time after the event has taken place.
  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
PureCloud is well suited to multi site desk-based businesses and those who have remote workers. The Web-based interface and WebRTC phone mean that PureCloud will function wherever you are in the world, providing you have an internet connection. PureCloud has been successfully deployed to circa 450 users within our organization across 10 sites plus a handful of home workers. PureCloud and is remotely managed from our 2 larger sites.

Genesys Cloud Feature Ratings

Agent dashboard
7
Validate callers
Not Rated
Outbound response
9
Call forwarding
Not Rated
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
9
Call scripts
10
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
8
Inbound call routing
5
Omnichannel inbound routing
Not Rated
Recording
7
Quality management
Not Rated
Call analytics
9
Historical reporting
3
Live reporting
6
Customer surveys
Not Rated
Customer interaction analytics
Not Rated