TrustRadius
PureCloud: 90% There
https://www.trustradius.com/contact-centerGenesys PureCloudUnspecified7.1169101
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July 11, 2019

PureCloud: 90% There

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

The whole organization uses Genesys PureCloud. We're a customer engagement center. It's fundamental to the running of the business. It allows us to facilitate all mediums of engagement with our customers, e.g. voice, chat, SMS, etc.
  • Scales well.
  • Great API integration. We've had no major issues integrating our legacy scripting tool (Easyscripter) with it.
  • Seamless updates. All updates to the platform are done in the background. It's less maintenance for IT staff.
  • The developer tools website is great.
  • Developers are generally well supported.
  • The inability to manually pick up waiting calls is disappointing.
  • Some of the API rate limits are a bit low. It limits the features and functionality of our in-client apps.
  • The UI is clean and modern, but a little more thought could be applied to UX. It's a bit crowded and hard to navigate at times. Fonts' size can be reduced in places. There's too much vertical scrolling.
  • The lack of change history auditing is concerning. It would be nice to see what changes admins are making.
  • Lack of custom handlers.
  • In Architect, assigning a string value to a Skill variable is not possible without using parallel arrays. Why?
  • Positive. It's allowed us to target new customers that demand multi-channel interaction.
Amazon Connect wasn't listed in the above list. We were previously using PureConnect. We assumed the transition would be easier because we had great support from our Genesys Partner (Wrendata). We liked the app foundry add-ins.
Genesys is well suited for companies that use it for their in-house call center. It's not as well suited for companies that use it to take calls on behalf of multiple companies.

Genesys PureCloud Feature Ratings

Agent dashboard
7
Validate callers
8
Call forwarding
10
Warm transfer
9
REST APIs
10
Call scripts
4
Call tracking
9
Multichannel integration
9
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
8
Recording
10
Quality management
8
Call analytics
8
Historical reporting
6
Live reporting
5
Customer interaction analytics
7