PureCloud Pricing, Features, Reviews & Comparison of Alternatives

PureCloud Reviews

PureCloud

Mobile-optimized cloud call center with multichannel routing

3.67/5 (6 reviews)
6,632     13,260

PureCloud is a cloud call center that provides modern customer engagement solutions for a complete customer experience. The all-in-one platform offers supervisors and agents a consistent experience through multi-channel routing. Seamless omnichannel capabilities connect and engage with customers wherever, and whenever, letting customers contact organizations via channel of choice.

With the solution’s visual, intuitive interface, users can create IVR flows and add new capabilities with minimal IT involvement. Built-in call scripting enables users to create real-time guide for agents, right into the core of the contact center application. Users can set up dynamic prompts, data, and suggestions that help speed up the resolution process while collecting and updating customer information along the way.

Users can monitor and respond to social media hubs through the solution’s social channel management feature, as well as configure search filters, and queue routing through an easy admin form. PreCloud feature-rich platform also includes speech-enabled IVR, recording and quality management, and outbound campaigns. Workforce optimization features include voice recording, quality evaluations, satisfaction surveys, and speech analysis.

Managers can get deep insight into performance and processes with reporting and analytics. Supervisors and agents can better understand and analyze contact center performance with access to key insights in a single view. The solution supports compliance with legal and regulatory requirements that protect the business. PureCloud integrates with CRM and other IT solutions, and keeps systems in sync with bi-directional data flow.
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PureCloud Reviews (6)

Latest reviews

 Pure Cloud and its disasters

For the past 6 months we have suffered ongoing service outages, large scale loss of call center report data, HIPAA violations

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Reviewed 28th of February by Barbara Lamont

 

 Awesome

This new program is easy to use and the customer service is absolutely the best! They have designed a program tailored to our specific needs.

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Reviewed 4th of November, 2016 by Wendy Dempsey

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PureCloud Screenshots (9)

PureCloud screenshot:  Boost agent productivity with CRM integrationsPureCloud screenshot: Web agent desktop functionalityPureCloud screenshot: E-mail integrationPureCloud screenshot: Social channel managementPureCloud screenshot: View a list of active chatsPureCloud screenshot: Activity streamPureCloud screenshot: Built-in dialerPureCloud screenshot: Built-in call scriptingPureCloud screenshot: PureCloud Engage provides a web and mobile user experience

Specifications

Intended Users
Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Web-based, Mobile Web App
Supported Countries
Asia, Australia, Brazil, Canada, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom, United States
Supported Languages
English
Support Options
Online Support, Phone Support

PureCloud Pricing

Starting from: $69.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

PureCloud 1: $69.99USD per user, per month (annual payment available)

PureCloud 2: $99.99USD per user, per month (annual payment available)

PureCloud 3: $129.99USD per user, per month (annual payment available)

Competitors Pricing

AVOXI Core

Starting from: $14.99/month
Pricing model: Subscription

Jive Hosted VoIP

Starting from: $29.95/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

CallTools

Starting from: $99.99/month
Pricing model: Subscription

Users who visited PureCloud also visited

Key Features of PureCloud

  • Web agent desktop
  • PureCloud Voice
  • Wrap-up codes
  • Web chat, email
  • Response management
  • Call-back
  • Social channel management
  • Co-browsing
  • Routing
  • Speech-enabled IVR
  • Campaign management
  • Compliance
  • Graphical scripting
  • Script designer
  • Agentless, power, predictive
  • Inbound/outbound blending
  • Voice recording
  • Quality evaluations
  • Omnichannel recording
  • Workforce management
  • Satisfaction surveys
  • Speech analytics
  • Listen, assist, agent activation
  • iPad app
  • 3rd Party REST API's
  • Unifed communications platforms
  • CRM integrations
  • PureCloud public REST API
  • Reporting
  • Recording & quality management
  • Multi-channel routing

Benefits

PureCloud provides multi-channel routing so that customers can use the channel of their choice.

PureCloud helps users generate leads and acquire new business by boosting agent productivity with CRM integration.

Users can capture key customer insights with a single view of the entire experience.

Compliance with legal and regulatory requirements helps organizations protect their business.

PureCloud's graphical editor makes it simple for non-technical users to compose and modify real-time guides for agents.

Alternatives to PureCloud

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Barbara Lamont

Pure Cloud and its disasters

28/02/2017

For the past 6 months we have suffered ongoing service outages, large scale loss of call center report data, HIPAA violations

Pros

Tech support people are great, but dealing with a deeply flawed product

Cons

Unreliable service 24x7, lack of ability to record and report on IVR data, frustrating user experiences data - agents kicked off queue, lines down.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Software Advice
Helpful?   Yes   No
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Wendy Dempsey

Awesome

04/11/2016

This new program is easy to use and the customer service is absolutely the best! They have designed a program tailored to our specific needs.

Pros

Ease of use

Cons

Nothing

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering PureCloud

You should investigate this if you are running a call center.

Source: Software Advice
Helpful?   Yes   No
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Teddy  White

Pure Cloud Engage

03/11/2016

Great product with very comprehensive and flexible functionality Easy to use. Very user-friendly.

Pros

Technically superior

Cons

None

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering PureCloud

Highly recommend Pure Cloud

Source: Software Advice
Helpful?   Yes   No
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Kathryn Ruzicka

Integration Failure

05/10/2016

Integration with Salesforce did not work as promised. Technical support is lacking on the business side.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
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Nathan Pesavento

Difficult to use out of the box

05/10/2016

Overall not pleased with the product. Although it functions it is more of a minimum viable product then a go to solution.

Pros

Its web browser capable.

Cons

It is very difficult to customize

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

5/10

Recommendations to others considering PureCloud

Try New Voice Media

Source: Capterra
Helpful?   Yes   No
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Jim Nesbitt

FaceBook meets your Call Center Agents

27/05/2016

We are just starting on the product, but really like it. We only have a few agents on it now, but are piloting it further for more expansion. Our agents have said they really like how easy it is to use. The say that it reminds them of FaceBook for the workplace, but with their queues for calls, emails, chats and now Social & SMS. They're able to see if people are available, online and where they are located and can easily share information and join conference calls or share screens with customers in a few clicks. They're also super excited to try out the new co-browsing feature that allows them to see what their customers are seeing so they can help them navigate our website. So far, so good! We also are Amazon Web Service (AWS) customers already and since this product utilizes the AWS infrastructure, it's a no-brainer for us to trust its resiliency and capacity to handle a scaling usage of bandwidth, etc., if we get slammed with calls at once - The price is right for us too - we only pay for what we use, so if we grow out of the product or decide to do something different, we only pay month to month.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more