PureCloud is swiftly deployed for a mobile service unit
July 27, 2019
PureCloud is swiftly deployed for a mobile service unit
Score 10 out of 10
Vetted Review
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is being used by one of our clients for a specific service unit. Genesys Cloud was recommended over PureEngage (an on-premise solution) because this service unit had very short timelines to deploy a production-ready contact center platform to support a new service offering.
- Agents are able to log in from any workstation and start with the Genesys Cloud web interface. The flexibility provided by Genesys Cloud allows the agents to move around.
- The interface is easy to use.
- The statistics and data views are great.
- It would be great to see ALL queue activities with the agent status in one view; currently, you can only view a single queue with these details.
- It would make more sense that GREEN is On-Queue, and BLUE is Available. We've had so much training issues with this. Or perhaps add "On-Queue" as a radio button to the Status list when you click the Avatar. When agents see only "Available, etc." they assume "Available" means they are On-Queue.
- Add a tooltip to the outbound call field that says "Press the Enter or Return key to initialize the phone number" (or something to that effect).
- It would be amazing if PureCloud (maybe with Edge devices) could be configured to record locally. With PureCloud + AWS, our client has turned off the recording feature because the recording does not reside within Canada, though they greatly desire to have calls recorded.
- Positive impact: calls no longer ring on all phones (noise, inequitable workload). The call is routed based on the desired routing algorithm.
- Positive impact: data supports management decisions.
- Positive impact: data supports funding requests and staff scheduling.