I'm on the move, and so is PureCloud!
August 05, 2019
I'm on the move, and so is PureCloud!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
We have 76 locations, and it is currently being used at our 20 largest ones. We are in the process of deploying throughout. We also have some smaller business support departments who use it. The main problem it addresses is the ability for locations in different regions to be connected seamlessly, and support one another. Along with that, we are able manage our workforce, their quality, and their processes easier.
Pros
- Simplicity: We have had success deploying to less-than-tech-savvy users who have been able to pick it up quickly. Also as a business user, I am able to implement new features easily.
- Genesys Cloud's platform is more appealing than the typical ACD system. Users appreciate the "social network" feel. The layout and colors are not boring or stale.
- I appreciate that Genesys is listening to user enhancement requests and making adjustments on a weekly basis. I am able to make suggestions and vote on ideas. Each Wednesday, I look forward to new and helpful features that will be announced. It is great to use a platform that is agile and continues to get better.
Cons
- Although being on the Cloud is helpful, it also presents challenges. PureCloud has lagged behind in the support they offer to resolve issues with softphones and connectivity. Although I see constant improvement in documentation and guidance, we have random problems that are difficult to diagnose between servers, network, or PureCloud itself.
- Users need stronger support in using all that PureCloud offers. There are many great features, but it is sometimes difficult to find resources that will show us how to use them. I have been able to find my own way on some things, but this has been through trial and error.
- We implemented Genesys Cloud in an environment that had no ACD system, and an outdated way of answering calls. Using this technology gave us an easy system to deploy, and reduced inbound call volume by about 30%. This was because callers got to the right person much more often, and did not have to call back/leave voicemails nearly as often.
- One field team was used to having many team members working autonomously from each other, in various regions across the country. They all became connected on Genesys Cloud and now function as one team. Of course, this means they answer calls at a much higher rate than ever before, and have even improved a variety of processes.
- Genesys PureConnect, Avaya and Verint Workforce Optimization
This is really for the same reasons I stated previously. The usability of Genesys Cloud is better with its visual appeal, simplicity, and flexibility. Although I do not have specific complaints about the other systems, I would select PC over them. Another area I appreciate is that with the other systems, I have to use multiple applications (business manager, Verint, etc) to operate.
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