How to purify a cloud-based callcenter
Frederik Björkman Bentzen | TrustRadius Reviewer
January 23, 2020

How to purify a cloud-based callcenter

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

We use PureCloud in our call center across multiple departments supporting both internally and externally. This is our mail call/chat/e-mail platform.
  • Serving inbound interactions.
  • Serving outbound interactions.
  • E-mail in PureCloud is rather new and rough in the edges, but we'll get there.
  • Outbound call filtering/blacklist settings need more options and refinement.
  • Better agent effectiveness, especially with e-mail handling.
  • Better agent effectiveness with call handling.
Cost and the cloud-based aspect, which perfectly suits our needs. The e-mail solution in PureCloud is a work in progress, but much cheaper than other solutions.
The support is through our back office and I'm not very hands-on with this, but I've heard that it's a little troublesome at some points.

Do you think Genesys Cloud (formerly PureCloud) delivers good value for the price?

Yes

Are you happy with Genesys Cloud (formerly PureCloud)'s feature set?

Yes

Did Genesys Cloud (formerly PureCloud) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud (formerly PureCloud) go as expected?

Yes

Would you buy Genesys Cloud (formerly PureCloud) again?

Yes

As a call center platform, it's easy to use and set up, both for the back and front end.

Genesys Cloud Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Warm transfer
9
Predictive dialing
9
REST APIs
Not Rated
Call scripts
9
Call tracking
8
Multichannel integration
9
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
8
Call analytics
9
Historical reporting
6
Live reporting
7
Customer interaction analytics
8

Using Genesys PureCloud

250 - 1st line, 2nd line, and multiple back-office departments.
6 - Highly tech-savvy people since there's a lot of setup and coding needed to get the most out of PureCloud. But basic scripting can be learned by most.
  • Call handling
  • E-mail handling
  • Our outbound campaigns have been expanded quite a lot.
  • We didn't have chat support for PureCloud.
  • WFM: when the WFM solution in PureCloud gets more proven we may be able to use it. We don't have the resources to start over with WFM again.

Evaluating Genesys PureCloud and Competitors

Yes - aspect - we the old version of aspect, and wanted to go cloudbased on the long run
  • Price
  • Product Features
  • Product Usability
  • Analyst Reports
  • Third-party Reviews
One solution to fit all of our needs

Genesys PureCloud Support

ProsCons
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - yes and yes
When we experienced problems with WebRTC, we initially thought it was internally in our firewalls, but with the help from Genesys, we narrowed it down to what seemed to be a code issue. They spent countless hours going through extensive log files.

Using Genesys PureCloud

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Callhandling
  • Email handling
  • IVR setup, but I'm fortunately not the one doing it
  • Callfiltering in outbound campaigns
Easy to use, with the right guys in backoffice/IT or a partner (Advania) the setup is also handled easy.