Genesys PureCloud Reviews

Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

4.02/5 (49 reviews)

Michael Smith

Effective, easy to configure software for mid-sized contact centres

Used daily for 1-2 years
Reviewed 2018-04-10
Review Source: Capterra

PureCloud has helped us modernize and improve how we interact with our customers. It has opened new channels to connect with us, and allows us to continue updating and improving the client experience. For the business, our Agents have a clean interface that lets them focus on the clients, our Supervisors are empowered to monitor and manage their teams, and our Administrators can respond quickly to changing demands.The software was easy to configure, but powerful enough to handle significant customization for our groups. Interface is intuitive for our agents, and the features for call routing have allowed us to streamline the call-handling process. We have a half-dozen different teams using the platform, and each has unique features to meet their needs. As an administrator, changes can be made quickly to almost any aspect of the configuration allowing me to rapidly respond to any requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so. Further, having a cloud-based service has allowed us to quickly respond to service outages of our internet and phone systems. Situations that might have otherwise stopped operations entirely now require only a brief outage before agents can begin working again in a new location or with new devices. The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Teri Pedersen

PureCloud is easy to navigate and I appreciate that there are continuous improvements being made.

Used daily for 1-2 years
Reviewed 2017-09-12
Review Source: Capterra

Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding customers quickly and being able to provide dedicated, specific customer service for their customers. Also, being able to have control of changing messages. In my previous software I was supposed to provide 24 hours notice if I wanted the inclement weather message played because we needed to close - we are in Wisconsin - we don't really decide to just close 24 hours in advance, we wait and see if it is really necessary and then proceed. Having that ability to change with changing/time sensitive situations also extremely helpful.Hands down - ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for Outbound, Email/Chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call back a different number. We are also able to house all supporting documents within the software - so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PureCloud as we were maxing out and having a difficult time going up/down in seats and be agile about it previously easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PureCloud through the step-by-step directives. I also really like that there are improvements being made daily to PureCloud (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

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.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.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Chris Brooks

The Purecloud platform has assisted us in revolutionizing the way we do business.

Used daily for 1-2 years
Reviewed 2017-12-19
Review Source: Capterra

The user interface reminds me of Apple software in it's simplicity of design and features. The flow of options is easy for new agents to adopt and creates an inviting environment for customer support. The reporting tools are fantastic and the "live" queue overviews is a nice touch. The ability to make changes, publish, and "go-live" all in one screen streamlines call center operations and improves efficiencies and productivity. The overview of user profiles, showing availability, background. skillset, and more improvise time needed to support customers as we have a birds eye view of where everyone on the organization is.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

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. 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.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Lindsay Hull

We switched to PureCloud 15 months ago. It has been great for us. We love how reliable it is.

Used daily for 1-2 years
Reviewed 2017-10-20
Review Source: Capterra

We love that it is reliable. We haven't had an outage in our 15 months of usage, which is something we experienced a lot with our previous software. We also like the user interface and the unified desktop.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Anonymous

I have been very pleased with the Purecloud product. The product is very easy to use.

Used daily for 1-2 years
Reviewed 2018-03-01
Review Source: Capterra

We have seen a huge benefit with our ability to use the data to support our business case for our Call Centre. Integration has been easy and we have been able to improve our use of the system on a daily basis. The ease of use for our Team Members to use the product has been very beneficial for us. Training our Team with the product is very minimal as they are able to answer calls with a simple click of the button.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Anonymous

Actively enhanced platform

Used daily for 1-2 years
Reviewed 2018-11-14
Review Source: Capterra

Purecloud is a solid platform with limitless functionality. It's great to learn on from an entry level admin standpoint and even better to work on as you continue to learn.The platform is actively updated with new features and fixes, this has allowed us to make constant revisions and refinements to our contact centers flows and scripts. As we've learned more about the platform and new features have been released we've found almost limitless possibilities to reduce handle time and increase the customer experience.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Jonathan Jones

Purecloud 3 years later

Used daily for 2+ years
Reviewed 2018-11-06
Review Source: Capterra

We have brought onboard a number of our store locations to centralize the customers experience and let the store locations get back to what they do best, service the customers that are on-site. The scalability and the multi-channel options allows us to try different strategies and change to what our customers need from us, without having to bring on a new application or have multiple applications.It's constantly evolving and providing new features.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Guiro Mariama

We needed a customer experience platform that was reliable and intelligent with a well-thought- out

Used daily for 6-12 months
Reviewed 2018-03-20
Review Source: Capterra

The Results of the PureCloud solution ; · Maintains 90% customer satisfaction rates · 15% reduction in abandonment rates, from 18% to 3% · Improved efficiency and first contact resolution · Future integration of channels and operations For a per-user monthly price, the Genesys solution gave our company auto advanced routing, real-time reporting and a roadmap to unify email, chat and social interactions.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Poojan Mitra

PurCloud has been great with easy to use interface, queue dashboard and great admin features

Used daily for 1-2 years
Reviewed 2018-04-12
Review Source: Capterra

A very easy to use Architect that enables us to create call workflows ourselves without depending on genesys support or services. As we have are changing the support structure and processes internally, this speeds up the changes we need and can test them live

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Amy McCabe

Inconsistent performance - buggy

Used daily for 1-2 years
Reviewed 2017-10-18
Review Source: Capterra

User interface is easy to understand. I also like the level of detail that is offered on the reports.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Cory Trottier

The PureCloud Team has gone above and beyond with their customer service.

Used daily for 1-2 years
Reviewed 2017-09-15
Review Source: Capterra

The PureCloud product is very easy to use. Navigating through the software is very user friendly and using the "help" features provide a great resource for insight. Reaching out to the community has been a great help for us as well.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Mylène AYACHE

I am project manager for Customer Care Department and was in charge of PureCloud implementation

Used daily for 6-12 months
Reviewed 2018-04-06
Review Source: Capterra

Easy to implement Easy to use, really important as part of change managing, end users adopted the solution very quickly Easily scalable contrary to an on-premise solution

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Anonymous

Genesys Purecloud

Used daily for 6-12 months
Reviewed 2018-11-19
Review Source: Capterra

We are able to connect with more customers and leave more messages using this platform I recently started working at a financial institution that uses the Genesys platform for dialing campaigns. The ease of setting up predictive campaigns and reporting was very helpful to my team. Adding call scripts for collectors was a help for their outbound calls.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Andie Bruman

Application Developer

Used daily for 1-2 years
Reviewed 2017-10-14
Review Source: Capterra

I mostly like that they are adding features every week. I see more and more needed functionality added in the weekly release.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Luca Matola

Felxible and reduce time to market

Used daily for 1-2 years
Reviewed 2018-04-16
Review Source: Capterra

Ability to implement small-medium requests in short time and with low impact on IT dept. The continuous improvement on the platform is a plus.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

James Rhodes

PureCloud Review

Used daily for 1-2 years
Reviewed 2018-11-21
Review Source: Capterra

We are serving over 150 different customers from a single call flow, this includes announcements specific to the customer as well as customized agent scripts for each customer. PureCloud allow you to make your call flows as simple or complex as you need.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Ray Richardson

We have been a PureCloud customer for little over a year now. The platform has become more reliable.

Used daily for 1-2 years
Reviewed 2017-09-12
Review Source: Capterra

Easy implementation, more attractive pricing and greater flexibility.The ease of use. The software is very intuitive. The support has been forth coming for the last year.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Zane Archer

PureCloud

Used daily for 2+ years
Reviewed 2018-11-27
Review Source: Capterra

Great to make changes on the go, and for users working at home.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Anonymous

Although we used on daily basis, sometimes we had too many issues and impacted our production

Used daily for 6-12 months
Reviewed 2018-06-26
Review Source: Capterra

It had great call tracking, out of all the phone systems I have used they have the best admin benefits to QA calls. You could pull detailed reports that cold help you pinpoint how much time on the phone and available time each associate had individually.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Thibaud Hager

Very satisfied with PureCloud : easy to use and very stable

Used daily for 1-2 years
Reviewed 2018-04-03
Review Source: Capterra

Better monitoring and management of our activitySimplicity of use, administration, and control : It allows us to adapt quickly to all new needs we have.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Chris Morton

My experience has been seamless from the start. This is by far the best interactive product

Used daily for 1-2 years
Reviewed 2017-09-27
Review Source: Capterra

User-friendly. Always optimizing. Easy to navigate. More quality functions than its competitors. The people that you work with are fantastic.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Rogier Bosch

One platform, functions are the same for each kind of interaction. Implementation can be fast

Used daily for 6-12 months
Reviewed 2017-09-12
Review Source: Capterra

- Better customer experience - always reachable for our customers - Lower Abandonment rate - Higher SLA - AHT in balance / under control - Insights - Cost reduction - Retention - Less platforms / Less IT adminAPI User interface for the users Canned Responses Architect Multiple channel Analytics, 100% view of each interaction

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing

Garth Walker

Purecloud has been easy to implement and easy to use enterprise contact platform.

Used daily for 1-2 years
Reviewed 2017-10-25
Review Source: Capterra

It's easy to use and is so feature rich out of the box it. The organisation loves the collaboration tools.

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Genesys PureCloud

Mobile-optimized cloud call center with multichannel routing