Mobile optimized cloud call center with multichannel routing
4.12/5 (108 reviews)The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.
Pros
The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.
Cons
The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.
Rating breakdown
Likelihood to recommend: 10/10
Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.
Pros
Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative.
Cons
There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other.
Rating breakdown
Likelihood to recommend: 9/10
Brilliant product and seamless integration, did not take long to get the product set up and the users onboarded
Pros
Seamless integration, great product and feature rich under continual development - all in one place resouce
Cons
Nothing really comes to mind at present, the Dev environment is a little cumbersome
Rating breakdown
Likelihood to recommend: 9/10
Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.
Pros
Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh.
Cons
I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though).
My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.
Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at lara.booth@genesys.com (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth
Rating breakdown
Likelihood to recommend: 6/10
It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution
Pros
Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed.
Cons
Integrations with other legacy products have been an inconvinience.
Rating breakdown
Likelihood to recommend: 8/10
Cloud 1: $75USD per user, per month (annual payment available)
Cloud 2: $110USD per user, per month (annual payment available)
Cloud 3: $140USD per user, per month (annual payment available)