PureCloud: great for phones, not so much for other contact options.
July 09, 2019
PureCloud: great for phones, not so much for other contact options.
Score 4 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
We use Genesys Cloud for both our phones and email inboxes. It has an online chat option, but we do not use it. It allows us to manage incoming calls and emails from our customers, as well as providing a platform for quality review and complete analytics. Because of limitations with emails (mainly, we cannot view/assign emails ourselves), not all of our organization uses the email feature. All phone agents currently use it.
Pros
- Genesys Cloud provides excellent reporting and analytics.
- The interface for emails and calls is quite friendly from a user standpoint.
- It has capacities for multiple types of customer contact including phone, email and chat.
Cons
- PureCloud is basically a phone system software that has expanded to include emails and chats. The phone format is fine, but it doesn't work well with the others. For example, emails "ring" like a phone call until an agent actually answers it.
- PureCloud has a very poor chat interface that we opted not to use because of severe limitations, such as the ability for an agent to handle multiple chats and providing agents with essential technical information that is often useful in ticketing technical issues.
- Managers cannot review emails in queue nor assign them; it's problematic that we can't identify, for example, emails in Spanish and route them to a Spanish speaking agent.
- Genesys Cloud attempts to give multiple customer contact solutions in a single piece of software but only does phone interaction well.
- Genesys Cloud allowed us to retire a separate email ticketing system that cost us additional money, but with some noticeable limitations.
- Genesys Cloud is easy to use for users.
- Genesys Cloud provides terrific analytics for reporting and tracking data.
Zendesk is a better email ticketing system, as managers could review, assign, and close (when necessary) multiple tickets at once. Those features made email work much faster and more efficient. Zendesk also easily integrates with other platforms, such as PlayVox (for QA) and SnapEngage (for chat); Genesys Cloud forced us to create 'work-arounds' for these shortcomings. However, Genesys Cloud's data and daily numbers are very accurate, whereas Zendesk reporting was sometimes obviously not exact.
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