PureCloud is a contact center powerhouse... most of the time
December 17, 2018

PureCloud is a contact center powerhouse... most of the time

David Currier | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

Genesys Cloud is used by our organization for internal communication and (for a portion of users) to communicate with the outside world. It is also used to develop and test solutions for the organizations that we support. Genesys Cloud enables us to easily communicate in real time using text chat, voice, video, and more with nothing but a browser from almost anywhere in the world.

Pros

  • Genesys Cloud allows easy voice communication using a browser and headset without requiring a direct connection to a corporate network or VPN
  • Genesys Cloud enables easy access to other communication channels including text, video, fax, and more
  • Genesys Cloud makes advanced speech-enabled IVRs with web service and back-end data integrations amazingly simple
  • Outbound dialing and agent scripting with Genesys Cloud is incredibly easy
  • WebRTC makes using Genesys Cloud from anywhere a snap - just plug in a headset, login, and begin placing/receiving calls

Cons

  • PureCloud seems to struggle to provide a reliable platform and, at times, experiences regular partial or complete platform outages. Statistics aside, a partial outage (for example, the inability to log in) can still result in a complete lack of usability
  • PureCloud (like PureConnect before it) has tended to struggle in providing basic handset phone functionality
  • PureCloud still lags behind PureConnect in the ability to perform event-based customization
  • Genesys Cloud has enabled us to take advantage of communications features that we did not previously leverage. For us, the Collaborate component has probably been the most significant.
  • Using Genesys Cloud has resulted in a few frustrating outages that required us to use other communication tools
There are a large number of vendors offering a fairly similar feature set to Genesys Cloud, but with the history of contact center focus behind it, Genesys Cloud still provides a unique and powerful combination of communication tools that l enable it to provide industry-leading service with less difficulty than may be required with other platforms.
For forward-looking organizations that are comfortable with technology and the changes that new technologies bring, Genesys Cloud is a great fit. The ability to work in a platform that is constantly up-to-date and doesn't require complex upgrade projects is a huge plus, but also means that organizations will need to be okay dealing with the inevitable stability issues that come with constant deployment of new functionality and features.

Genesys Cloud may not be such a great choice for more traditional businesses that are heavily tied to physical phones and legacy PBX features or are adverse to change in general. That said, the longer companies like this wait to invest in new technology, the more difficult the transition will be.

Genesys Cloud CX Feature Ratings

9.0
Agent dashboard
7
Validate callers
9
Outbound response
6
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
8
Call scripts
10
Call tracking
9
Multichannel integration
9
CRM software integration
10
8.7
Inbound call routing
9
Omnichannel inbound routing
8
Recording
10
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
7
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

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