PureCloud brings pure relief
August 03, 2019
PureCloud brings pure relief
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys and Genesys Cloud support the operations of our call center, from connecting customers with agents to allowing agents to reach out to internal contacts for assistance. Genesys Cloud has solved our issues with accurate and reliable ACD, workforce management, and enabled our department to dive far deeper into the metrics for our quality assurance than we previously could.
- The workforce management tools are robust and intelligent. The forecasting is especially useful.
- Genesys Cloud eases the evaluation process with easy to build and versatile evaluation forms.
- Genesys Cloud's analytic capabilities cover a huge range, especially with the ability to integrate other programs into the platform.
- Searching through the interaction history to find call recordings and other QA material can be difficult. The search for certain dates and times is not intuitive.
- PureCloud has several reports ready to be pulled, but no ability to customize the report presets to isolate the data points you want or exclude those you do not.
- Genesys Cloud has given great ROI by optimizing our FTE utilization; our department has been far more productive since implementing the platform.
Our organization has found Genesys more dependable and far more capable with regards to the scope of services than InContact, with Genesys being lightyears ahead of Vonage Enterprise with regards to reliability and ease of use.