PureCloud Pricing, Features, Reviews & Comparison of Alternatives

PureCloud

Mobile optimized cloud call center with multichannel routing

4.04/5 (90 reviews)

PureCloud overview

What is PureCloud?

The industry-first Genesys PureCloud platform was built from the ground up on a microservices multi-tenant cloud architecture, allowing for not only rapid deployment options, but also continuous delivery of new functionality, and unsurpassed scalability and reliability. The Genesys PureCloud platform is an omnichannel contact center and unified communications solution that turns calls, emails, chats, texts and social expressions into a single conversation and seamless customer dialogue. The solution deploys at lightning speed for quick time-to-value and instant scalability.

A contact center infrastructure market leader, Genesys has decades of experience building solutions that embed customer experience (CX) at our core. Up-to-date with industry-standard security certifications, the PureCloud solution ensures interactions seamlessly and securely support customer journeys for companies across the world—with user interfaces in 15 languages (more than any other software as a service (SaaS) customer experience cloud provider on the market).

Enable your customers on all the channels they want to engage on. Leverage actionable real-time data that drives efficiency in the contact center, enables predictive analytics, and results in the delivery of a more personalized customer experience. Built-in workforce management capabilities, a robust speech-enabled IVR, inbound and outbound flows, out-of-the-box integrations with major CRM solutions, and open APIs offer powerful functionality that's packaged in an intuitive, simple user interface. A collaboration and unified communications suite that includes a browser-based softphone, company directory, content management system, video and chat tools, and optional VoIP telephony service rounds out an all-in-one platform for your business. But if you prefer to Bring Your Own Carrier (BYOC), a variety of on-premises cloud deployment models are available. Find your best fit with flexible subscription terms.

Pricing

Starting from
$75/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 8 other markets, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Chinese (Simplified), Chinese (Traditional), Dutch, French and 11 other languages, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Turkish
PureCloud screenshot:  Boost agent productivity with CRM integrationsGenesys PureCloud Customer Success - QuickenPureCloud screenshot: Queue Activities Detail ViewPureCloud screenshot: Omnichannel Desktop and ScreensharePureCloud screenshot: Directory viewPureCloud screenshot: Contact Center DashboardPureCloud screenshot: Adherence Dashboard

PureCloud reviews

Value for money
Features
Ease of use
Customer support
  3.8
  4.0
  4.2
  3.6
Matthew Calton

99% Sunny and Hot with the odd occasional downpour

Used daily for 6-12 months
Reviewed 2018-11-15
Review Source: Capterra

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

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

Genesys Review

Used daily for 2+ years
Reviewed 2020-01-09
Review Source: Capterra

When you compare the other Contact Center social media tools, I'm pretty sure that genesys did well on this. Previous versiyona has some issues and diffuculties while integration you should be a pro. But now they're making the stuff more eaiser which pretty Fast comparing the past.

Pros
Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.

Cons
Wish that it also have instagram, YouTube, appstore and googleplay integration features as well rather than providing Professional services.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Hailey Looney

PureCloud

Used daily for 2+ years
Reviewed 2019-12-09
Review Source: Capterra

Purecloud has been helpful when I am out of the office. I also enjoy the fact that I receive an email when I get a voicemail. It includes the voicemail in the email which is very helpful if I need to send it to someone on my team to assist.

Pros
The I can use my cell phone as if I were on my office phone. I'm able to communicate with clients as if I am in the office while I'm on my cell phone; out of the office traveling, picking up my kids, etc.

Cons
When my office phone is forwarded to my cell phone, it will only ring once, maybe twice before the call has already moved into my voicemail. If my phone is not right in or near my hand, I will miss the call.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 9/10

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Anonymous

Not a Big Fan

Used daily for 1-2 years
Reviewed 2018-09-05
Review Source: Capterra

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.

Response from Genesys


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

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Harley Breth

Empowerment via PureCloud

Used daily for 6-12 months
Reviewed 2019-05-17
Review Source: Capterra

PureCloud enables us to ascend over some of the issues we've had in the past. Now, our agents can easily switch between phones; if there are phone outages or internet outages, they can choose the option that works best for them, whether a managed, remote, or mobile phone. This makes for an experience with much more control and empowerment for each individual utilizing the application. Also, because PureCloud is so mobile, our remote operators have been able to handle incoming calls with merely a tablet and mobile. This has helped us greatly. Finally, our average speed of answer was significantly improved. We can answer more calls now in the same amount of time, saving time and improving the bottom-line.

Pros
What we like most is capability of PureCloud for each agent. Agents are empowered to swiftly adapt to any given situation with full control over which conduit they are making or receiving interactions through.

Cons
The billing spectrum lacks flexibility.

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 9/10

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PureCloud pricing

Starting from
$75/month
Pricing options
Free trial
Subscription
View Pricing Plans

PureCloud 1: $75USD per user, per month (annual payment available)

PureCloud 2: $110USD per user, per month (annual payment available)

PureCloud 3: $140USD per user, per month (annual payment available)

PureCloud features

API
Activity Dashboard
Automatic Notifications
Chat
Contact History
Instant Messaging
Monitoring
Multi-Channel Communication
Real Time Analytics
Reporting & Statistics
Self Service Portal
Third Party Integration

CRM Integration (83 other apps)
Customizable Branding (106 other apps)
Email Integration (93 other apps)
Knowledge Base Management (98 other apps)
Social Media Integration (86 other apps)
Support Ticket Management (72 other apps)
Surveys & Feedback (83 other apps)
Workflow Management (76 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for PureCloud

Key features of PureCloud

  • Omnichannel agent desktop
  • PureCloud Voice telephony service
  • Wrap-up codes
  • Web chat, email, SMS
  • Response management
  • Call-back
  • Social channel management
  • Co-browsing ans screen share
  • Advanced omnichannel routing
  • Speech-enabled IVR
  • Campaign management
  • Compliance certifications
  • Graphical scripting
  • Script designer
  • Preview, Progressive, Agentless, and Predictive dialing
  • Inbound/outbound blending
  • Voice and screen recording
  • Omnichannel recording
  • Workforce management
  • Satisfaction surveys
  • Speech analytics
  • Listen, assist, agent activation
  • iPad Supervisor app
  • 3rd Party REST API's
  • Unifed communications and collaboration
  • CRM integrations
  • Integrations marketplace
  • Historic Reporting
  • Recording & quality management
  • Bring Your Own Carrier (BYOC) deployment models
  • SMS text
  • Scheduled callbacks
  • Short-term forecasting and scheduling
  • Schedule adherence
  • Real-time dynamic performance views
  • Quality management
  • Softphone
  • Business chat
  • Business telephony
  • Video conference and desktop sharing
View All Features

Benefits

• Call Centers have achieved 571% ROI with the PureCloud solution: Get payback on your investment in less than 3 months.

• Easy to deploy, easy to use: An intuitive interface allows you to set up your account, integrate with the systems you already use, and be up and running on the PureCloud solution today—no complicated setup, and no training needed.

• The power to grow: With any software, you need the power to perform and the foundation to stand the test of time. The PureCloud platform gives you a robust environment architected to grow with you and the needs of your customers.

• Unlimited channel surfing: Built from the start to be omnichannel, PureCloud follows the conversation everywhere—so you always have the data you need to respond quickly. Wherever customers message you, we’ve got you covered.

• Work better as a team: Bring your team together across channels. With every part of the customer conversation in one place, you can create a lasting depth of collaboration and clarity that brings people closer together.

• Uncover trends in customer data: When you have all the information, you can approach customers with empathy and understanding. PureCloud helps you capture and trend data, giving you insight to make human decisions that impact your business.

• Anticipate future needs: No one can predict the future. But with scalable software, rapidly evolving technology and real-time data analysis, rest easy knowing you can anticipate consumer trends and be ready for technology changes to come.

• Total transparency: In the fast-paced world of customer support, the last thing you need is for your contact centre software to fail. We’re here to make sure that never happens. The PureCloud team is committed to performance transparency. That’s why we provide straight-forward SLAs and a public facing status page with live updates and proactive notifications.