PureCloud for Legal Services
Updated August 02, 2019

PureCloud for Legal Services

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

Used by the Intake department as a point of entry for prospective clients seeking legal assistance. Our intake unit is staffed by attorneys who complete intakes to make sure prospective clients are eligible under ethical rules, financial guidelines, and firm priorities. Our staff will provide legal information, brief advice/services and/or referral to other units as deemed proper.

Pros

  • Automated callback option.
  • Managing users.
  • Ease of use for agents.

Cons

  • Training on architect.
  • Headset settings constantly changing.
  • Easier to read metrics for non-data personnel.
  • Improvement on customer satisfaction.
  • Easy to train agents.
  • Automated callbacks.
Easy to use most of the time but maybe challenging to non-tech staff
Chat feature has been helpful.
BV had certain technical limitations and needed better support.
Cloud-based, flexible use.
Less appropriate when proper hardware is not available and staff lacks technical knowledge.

Genesys Cloud CX Feature Ratings

7.5
Agent dashboard
8
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
6
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
5.2
Inbound call routing
6
Omnichannel inbound routing
Not Rated
Recording
5
Quality management
5
Call analytics
5
Historical reporting
5
Live reporting
5
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys PureCloud

20 - Attorneys answering phones to complete intake and provide advice
No in-house Genesys specific support
  • Point of entry for customers
  • control wait times
  • seek customer satisfaction
  • Automated call backs
  • call recording
  • chat
  • other API integrations with CMS

Evaluating Genesys PureCloud and Competitors

Yes - Broadview, tech limitations and support
  • Price
  • Product Features
  • Product Usability
Compatibility, flexibility, and ease of use
More time testing the product and avoid going live to quickly

Genesys PureCloud Implementation

  • Implemented in-house
Change management was a small part of the implementation and was well-handled
  • Training
  • adapting

Genesys PureCloud Support

ProsCons
Problems get solved
Kept well informed
Support cares about my success
Slow Initial Response
Yes - Yes
X19 Experience overall

Using Genesys PureCloud

ProsCons
Like to use
Easy to use
Well integrated
Consistent
Quick to learn
Feel confident using
Lots to learn
  • answering calls
  • headset profile keeps changing
  • finding the best conditions for call flows

Comments

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