PureCloud Reviews

PureCloud Reviews

PureCloud

Mobile-optimized cloud call center with multichannel routing

3.67/5 (6 reviews)
6,629     13,250

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