PureCloud for Legal Services
Updated August 02, 2019
PureCloud for Legal Services

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.
- OfficeSuite UC (formerly Broadview)
BV had certain technical limitations and needed better support.
Genesys Cloud CX Feature Ratings
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
Pros | Cons |
---|---|
Problems get solved Kept well informed Support cares about my success | Slow Initial Response |
Yes - Yes
X19 Experience overall
Using Genesys PureCloud
Pros | Cons |
---|---|
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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