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Genesys PureCloud

Genesys PureCloud

4.0
(89)
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Supercharge your contact center with an all-in-one omnichannel customer engagement solution that’s powerful and easy to use, and built on the Genesys PureCloud platform –the first distributed, multitenant, enterprise-grade cloud platform for the multiple use cases of collaboration, communications and customer engagement. Genesys PureCloud helps you accelerate business impact, deliver consistent outcomes and innovate the customer and agent experiences.

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Genesys PureCloud review by Harley B.
Harley B.
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Verified Current User
Review Source

"Superior in Many Ways—and It's Getting Better"

What do you like best?

Insight into what's happening on the phones at the current moment is striking. The Performance views within PureCloud operate at a high-level for the team lead or supervisor, managerial team, admin or anyone else. The best part is that it can all be managed from a web browser and with high flexibility of end-point with soft phone, WebRTC, or hard-phone options.

What do you dislike?

Although the insight into what's happening moment-by-moment is at a peak, the necessity of keen hindsight is not there yet. Looking into the past moments, hours, days, or weeks is tedious. In addition, there appears to be latency somewhat often in real-time displays; when you need to know what's happening second-by-second, this can be something with a little getting used to. In addition, some simple fixes are not yet there like, for example, we are not currently able to disconnect an agent or to change his status if he made a mistake. However, the promise of coming changes shouldn't seem like a mirage. We've found Genesys hears when it's clientele speaks.

Recommendations to others considering the product

The resource center for the "Pure" suite is fabulous, full of high-quality material and comprehensive; make that a base for you and your team. There are also active user communities where answers can be obtained, an active customer advocacy program, and many more features that are utilized often by customers and staff alike; answers can be found there, in addition to Support. We've not needed to utilize support much, so I can't speak from experience with the current PureCloud support. For admins who construct the flow of interactions, Architect is not difficult to use once some familiarity is built with it; there are also some free training materials for Architect as well. It will pay off greatly to gain experience with Architect early and often.

What business problems are you solving with the product? What benefits have you realized?

Our team is more connected than it's been in the past. We operate with a majority of remote or home-based agents and need to be able to communicate fluidly and have ready access to management if issues arise. PureCloud provides "agent assistance" features, direct chat, group directories with calls enabled, and various other ways to communicate as a whole or in various groups, like scrums moving along the field of play.

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Genesys PureCloud review by Robert a.
Robert a.
Validated Reviewer
Verified Current User
Review Source

"Constant Dropped calls and Microphone issues"

What do you like best?

I like that it has a company chat, so that we can find out if the issues we run into are happening for everyone or just me. I also like the call-back feature, because it helps people calling in to not feel like they have been left on hold for such a long time, just to be told to leave a message.

What do you dislike?

About 30% of my calls drop mid call. I also run into an issue where, if my headset dies, in order for people to hear me again after charging it, I have to restart the program. I also do not like that I am not able to search my call log for past interactions by caller ID name or phone number or listen to past conversations without supervisor permissions. Our last platform made our own interactions very accessible to us which greatly raised productivity. I currently have to go to my supervisor to have him search for me. Genesys also does not allow the users of the system to submit feature requests. All feature requests have to come from the primary account holder, which may not directly experience all of our frustrations.

Recommendations to others considering the product

You might wait until they grow a bit. There is potential, but the call/connection issues and lack of access to users kind of outweigh the positive that I can see in the platform.

What business problems are you solving with the product? What benefits have you realized?

We have a phone system to reach our members and allow them to reach us.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Genesys PureCloud review by James R.
James R.
Validated Reviewer
Verified Current User
Review Source

"PureCloud eased transition and continues to improve"

What do you like best?

The flexibility of the system allows us to get creative and address issues that we had not dared to believe that we could address before.

What do you dislike?

The continuous development of the platform can mean that your implementation of a creative solution may not work after the dev team works in that area. This is usually minor stuff, but it can be annoying to track down an undocumented change to functionality that is now impacting your solution.

Recommendations to others considering the product

PureCloud is only limited by your creativity. The answer to the question "Can it do ...", is almost always yes.

It's simple enough to be managed by non-technical team members; yet powerful enough to allow for creative solutions. If your organization has a technical resource that is familiar with the demands of contact center operations and has a desire to improve the overall agent and customer experience, there are many ways to use PureCloud to help improve the agent and client experience.

What business problems are you solving with the product? What benefits have you realized?

We are able to display specific information about the caller and the products that pertain to them, which reduces the stress on the agents, helping the agents feel as if they are truly experts on each clients portfolio. It also has the benefit of reducing handle times, and increasing the positive outcomes of each call.

Genesys PureCloud review by Matthew C.
Matthew C.
Validated Reviewer
Verified Current User
Review Source

"Purecloud Delivers "

What do you like best?

The look and feel of the user interface has been well received by all agents and staff, the Deployment process was a breeze aided by an exceptional Genesys engineer who guided me through the whole process - assisting with all the learning points and co running the project through "Go Live" and testing beyond the live date assisting with the tweaks required to fine tune the OOTB solution.

What do you dislike?

Day to day support does not live up to the excellence of all the other parts of the platform, the one saving grace hear is how easy it is to manage ourselves and the stability of Purecloud.

Recommendations to others considering the product

Examine the "Out of the Box" features closely and make sure you have the developer support to deal with elements beyond the GUI interface.If you have complex blended Inbound outbound campaigns look to simplify your campaign structures.

What business problems are you solving with the product? What benefits have you realized?

We now have a system that can grow and handle the changing needs of the business, new features added with gusto and regular system updates. Clarity of call and system performance are excellent. Call recordings are available to managers and no risk of lost recordings, the standard reports are good. Dash board is very easy for staff to use.

Genesys PureCloud review by Samir A.
Samir A.
Validated Reviewer
Verified Current User
Review Source

"Very stable and easy to use "

What do you like best?

I like that this system's uptime is close to 100% over the last year. It is only really reliant on a web browser and a USB port which makes using it a breeze. It was super easy to train out to our call centre.

What do you dislike?

The dashboards and reporting are still lacking a lot. Hopefully, future updates will address this and give us some more out of the box reporting features. I am still getting my head around all of this so it might become easier as time goes on.

Recommendations to others considering the product

Ask for a trial period and have a play around with the system. Assign all of the roles to yourself to see the full power of the system. Start learning Architect and get familiar with things like creating variables etc. It can be a very powerful tool if you want to put the time and effort into learning it. Also keep an eye on what is coming up with the system as they are releasing improvements all the time and it will only keep getting better and better every week. Some basic features are not there but they generally don't appear to be far away from being implemented.

What business problems are you solving with the product? What benefits have you realized?

Having a scalable, very easy to use but still incredibly powerful system that can be managed anywhere in the world. I spent a lot of the time configuring it from home as to not being disturbed. I could just pick up where I left off in the office, at home, wherever.

Genesys PureCloud review by Poojan M.
Poojan M.
Validated Reviewer
Verified Current User
Review Source

"PureCloud , Contact Center App for Inbound, Outbound, email needs"

What do you like best?

Easy to implement, Ease of use, Great Dashboard, ability to change without the need for PC support resources

What do you dislike?

Reporting is still a challenge for purecloud. Almost each report we require, needs to be slice and diced in excel or other software. You cannot use reports as is without formatting them. or use analytics tools such as Power BI or Tableau

You cant Cherry pick calls. This is an important functionality for us to ensure we are serving the customers well. We need to ability to cherry pick calls from 20 waiting. This helps in scenario when customers calls in and also emails us while waiting on call. Rather than calling back, we expect agents to pick up the waiting call from the list of calls waiting.

Recommendations to others considering the product

PureCloud is a great tool for Inbound Contact center taking inbound calls, Outbound calling, live chat

What business problems are you solving with the product? What benefits have you realized?

We use PureCloud for our Inbound Contact Center for our services and support organization. It provides ability to capture and route inbound calls to many queues based on SLAs for our customers.

The current purecloud dashboard provides a birds eye view of all queues and the KPIs. This serves really well to review the state of operations by day, week or over a month by click of a button

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

Purecloud resource center is very comprehensive respository of knowlege and the user community also provides the insight to get answers to questions or issues needed quickly. PC support is nice but it always helps to understand how others are using the functionality and how we can learn from it

Genesys PureCloud review by Brian B.
Brian B.
Validated Reviewer
Verified Current User
Review Source

"Powerful Cloud-based Phone System"

What do you like best?

PureCloud is a cloud-based phone system that gives us powerful tools to handle communication and collaboration. It also has great integration with Salesforce and allows us great visibility into the interactions we have with our clients. In addition, PureCloud has some highly advance features that we look forward to taking advantage of in the future.

What do you dislike?

Not much to dislike, except maybe that fact that it currently lacks some refined access control capabilities when it comes to access to call recordings. For example, we would like to give department managers access to call recordings to do quality assurance for their department, but today, if you grant access to call recordings, then that individual can access any call recording across the entire organization

Recommendations to others considering the product

As with any VoIP based phone system, ensure that you have good, quality Internet service.

What business problems are you solving with the product? What benefits have you realized?

We have been able to integrate PureCloud with our CRM, Salesforce, and as a result have been able to increase efficiency when it comes to servicing our clients.

Genesys PureCloud review by Andie B.
Andie B.
Validated Reviewer
Verified Current User
Review Source

"Great experience thus far."

What do you like best?

I mostly like the integration with Salesforce. We use the Single Sign On through Salesforce, but we also take all of our calls and email through the AppExchange app in Salesforce. This allows an automatic creation of an activity record for each interaction and additional reporting capabilities.

What do you dislike?

I dislike that there is no longest wait time in the reports. We have run into a few missing key out-of-the-box reporting standards and most have been coming out as time has gone by. They keep adding reports and improving what is currently offered. We are still waiting on longest wait time. We hope to see this one added as well.

Recommendations to others considering the product

Keep an eye out for the weekly release notes. Lots of nice features come out. We found a few to help break through a workaround.

What business problems are you solving with the product? What benefits have you realized?

We are connecting our agents to those who have questions or concerns regarding travel, business, business attraction, and talent in the state. We noticed an increase of customer satisfaction after introducing this product. The agents are able to work more efficiently since we are integrated with Salesforce and so they no longer need to have additional windows open on their computer screen in order to handle a call, for example.

Genesys PureCloud review by Phil H.
Phil H.
Validated Reviewer
Verified Current User
Review Source

"An excellent phone system"

What do you like best?

It has a very easy interface, its nice looking and the navigation is logical.

What do you dislike?

The app that can be installed instead of using it in Chrome requires admin permissions to update so it isn't feasible for us in a corporate environment as we need our admins to update it (we have too many staff for this to happen), we instead are reliant on the Chrome version which sometimes we lose amongst our other tabs.

Recommendations to others considering the product

It takes a little bit to get used to the interface if you are coming from a different phone system. I kept clicking on the wrong buttons and doing the wrong thing for a while but now that I am used to it I am finding it really easy to use and the interface is very appealing.

What business problems are you solving with the product? What benefits have you realized?

Being able to allocate calls to the agent with the correct skillset with a very professional IVR.

Genesys PureCloud review by Elisa R.
Elisa R.
Validated Reviewer
Verified Current User
Review Source

"Genesy experience"

What do you like best?

What I like is that the dashboard are easy to read and multiple. It's a good thing that the datas are available by intervall and by day. The reports are easy to create and fast to generate themselves. With architect we can do whatever modification we want to the call flows and it helps a lot to do some tests on pre-production. With the API, we are able to make some updates faster. When a ticket is opened, we get a response fast and most of the time it is solved pretty quick.

What do you dislike?

We are not able to disconnect an agent or to change his status if he made a mistake using it. It could be easier if we could also suppress some interactions by ourselves. Some dashboards need to be refreshed manually to display live data. It is not possible to create a report from scratch.

What business problems are you solving with the product? What benefits have you realized?

The quality of the calls upgraded a lot. We are able to change the architecture of our flows by ourselves.

It's easier to manage the agents activities.

Genesys PureCloud review by Michael S.
Michael S.
Validated Reviewer
Verified Current User
Review Source

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

What do you like best?

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.

What do you dislike?

Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find.

Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility, but with significant additional work.

External chat (customer to agent) is currently poor, with a very basic and limited experience. The internal chat is much more feature-rich, but is only used between system users.

Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.

Recommendations to others considering the product

For a simple solution for small- to mid-sized organizations, PureCloud is simple, flexible and cost effective. Very large or more complex organizations may have trouble managing with the tools provided, but the simplicity for our teams means they can manage most changes themselves.

What business problems are you solving with the product? What benefits have you realized?

The goal with PureCloud was to facilitate the connection between customers and our support teams. For handling calls, it has met or exceeded our requirements and has provided us the tools needed to continue improving the experience.

Genesys PureCloud review by Administrator in Education Management
Administrator in Education Management
Validated Reviewer
Verified Current User
Review Source

"The PureCloud Experience "

What do you like best?

With moving over to the PureCloud cloud based platform came a system that consistently has enhancements rolling out to allow us to continuously develop and refine our contact centers experience.

What do you dislike?

More advanced troubleshooting is generally left up to Genesys, this isn't necessarily bad but takes time getting used to handing items off.

Recommendations to others considering the product

Purecloud is actively updated and developed on, this allows you to make frequent enhancements and changes to everything you build until you've configured your contact center to the exact specifications you were looking for, and the developed items way beyond what you were capable of doing with your old pbx. New admins - you should constantly make revisions as you learn more in architect, architect is very versatile and we've found throughout the years that we learn more and more on a daily basis that can used as revisions in other call flows. Put hours into architect, constantly try to make things better because there's a good chance that you can. There's a lot that you can achieve by taking some time to test things out.

What business problems are you solving with the product? What benefits have you realized?

The benefits are numerous, ultimately this fixed the age old problem of running off of a platform that will eventually reach end of life as we now have a platform that has constant active development

Genesys PureCloud review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Versatile product that's ever evolving."

What do you like best?

That between an Admin, an Architect and a Telephony resource you can run the platform quite efficiently.

Ability to change the IVR, the sounds prompts, the call flows, the queues. It's configurable enough to suit many needs but easy enough that it can be done in-house for the most part.

Good Developer Forums and User community, so your IT and Business resources have places to go for questions and knowledge sharing.

They continue to add more features quite quickly.

What do you dislike?

Cost of licenses is quite high.

That you can't mix your licenses (ex. you want 5 people to be Tier 1 and 12 to be Tier 2, you have to buy 17 Tier 2)

More examples/training about how to do integrations and api calls, this is where you can really unlock some serious power.

Recommendations to others considering the product

Think Omnichannel

What business problems are you solving with the product? What benefits have you realized?

Being able to reduce the effort placed at the store level (ex. Busy signals, no one picking up). By implementing Purecloud we've been able to unify the effort and better serve our customers, no more missed opportunities or frustrated customers.

Genesys PureCloud review by Rogier B.
Rogier B.
Validated Reviewer
Verified Current User
Review Source

"Onmnichannel platform with easy deployment and great integrations"

What do you like best?

PureCloud covers all channels and new channels that will come.

Easy to use and learn for agents, supervisors etc

One platform, one User interface; Each type of interactions has same functions/screen. If you know how to answer a call, the users can answer an e-mail or webchat.

BI possibilities are limitless and also the integrations. Great API to work with and a lot of standard integrations like saleforce

What do you dislike?

Not all channel are mature BUT this is temporally. Genesys is working hard to solve this gap.

Recommendations to others considering the product

Best Cloud based call center solution on the market.

Yes it has its gaps but every 2 weeks new/optimized features are deployed.

What business problems are you solving with the product? What benefits have you realized?

Integration with our own CRM

Better insights of our call center / agents

Higher productivity by agents

Stable systems

Genesys PureCloud review by Jason B.
Jason B.
Validated Reviewer
Review Source

"Decent product"

What do you like best?

Cloud hosting platform is great, when it works. User interface is fairly intuitive. Ease deployment of new users very helpful - appreciate not having to deal with phone management.

What do you dislike?

* Transition after Genesys bought ININ was not handled well.

* Support CAN be horrible.. If you can't literally reproduce the error every single time you end up on a spiral of "oh you need to gather more logs". Our contact center agents do NOT have time to gather logs. Genesys support needs to get the logs from their product. Oh and half the time they're gone - they roll off after some crazy short time. Support blames everything on the network and stonewalls. "Oh, you didn't whitelist our insane list of firewall exceptions? We can't be held responsible for that. Use industry standard proxy server? We'll blame that." List goes on and on.

* New features are rolled out at a glacial pace. Feedback we gave was ignored. A year later and still no basic outbound sms features.

* Clearly not good channel for our vendor partner to advocate for us within Genesys organization. Some good employees there are stymied in their efforts to help us.

What business problems are you solving with the product? What benefits have you realized?

We insourced our call center. This was a quality increase and cost savings for us. Previously we used a simple supervision setup where everyone's phone rang at once.

Genesys PureCloud review by Teri P.
Teri P.
Validated Reviewer
Review Source

"A better customer experience"

What do you like best?

All of our interactions with our customers are now in one platform. Previous to moving to PureCloud we were spread across 3 platforms that didn't speak to each other, this was frustrating to both our customers and our agents. Additionally, PureCloud was easy to implement.

What do you dislike?

Analytics are lacking in the standard reporting function. If the ability to create ad hoc reports existed here, that would be helpful. I also don't like that when a solution is used to resolve an issue in one are, such as IVR, that the same aspect isn't looked at in another area, such as Outbound Dialer or vice versa. For instance, I can disconnect a stuck outbound dialer call, but if an Inbound (IVR) agent dials out to a customer, I am am unable to disconnect that stuck interaction.

Recommendations to others considering the product

Being on the beginning end of this I see changes every week, if you don't see it today, ask if it's on the roadmap because they are putting features in so fast that if it isn't here today it may be on it's way very soon.

What business problems are you solving with the product? What benefits have you realized?

We utilize PureCloud for IVR, Chat, Email and Outbound Dialer. Additionally, we have been able to do a lot of paperwork and desk clearing with being able to

- add softphones (getting rid of desktop phones - saving space)

- Put all reference materials and manuals in the Workspace - getting rid of binders and manual/paper updates

-That we can properly transfer our customers and be able to share information with other agents.

- The ability of agents to chat each other as a resource without having to seek a supervisor.

- Being able to evaluate calls and leave notes in with the specific call for the agent to review and be able to hear what they said and see the note left regarding the interaction.

- The ability to see customers as they are interacting in Chat/Email/Call all at once without having to jump between systems.

-Ease of use - very intuitive for the agent and easy for the implementation.

-As a third party call center, it has made it so easy to add clients and start taking calls in a fraction of what it used to.

- We have control over our own messaging as well, like placing inclement weather messages.

Genesys PureCloud review by User in Insurance
User in Insurance
Validated Reviewer
Verified Current User
Review Source

"Not the best product in the Market"

What do you like best?

We use this at our call center for tracking the per CSR calls, ASA, handle times etc. The advantage is that I can split the queue for different lines of customer service lines by just drag and drop. Another advantage is that I can project/mirror the pure cloud summary screen across various systems. This makes it easier to project it in different board room and everyone can look at the quick summary all at once.

The simplistic design also helps people with minimal technical knowledge to configure the system by themselves.

What do you dislike?

The reporting feature is terrible with no advanced reporting capability. Their customer service is very poor and almost every week there are "technical issues" with purecloud that make the calls drop, or have callers taken out of the queue. The server of purecloud is on the east coast and no where near the bay area, so there is sometimes a considerable lag time.

What business problems are you solving with the product? What benefits have you realized?

I work with the CSR data to determine the teams efficiency and we use purecloud to track the calls and identify caller types, call reasons and other demographics. Purecloud is an easy to install, easy to configure cloud based application.

Genesys PureCloud review by Anika M.
Anika M.
Validated Reviewer
Review Source

"A great platform to keep all communication in one place."

What do you like best?

I love that PureCloud offers a one-stop shop for all communication outlets for customers. They keep everything in one easy to use spot. They combine email, social media, and even messages and calls into one space that you can easily pull up and search. It takes all the stress of organizing away.

What do you dislike?

PureCloud truly has such a great concept and development that it is hard to find something to dislike. I left because my company stopped using it. Personally, I would have stayed.

Recommendations to others considering the product

I would definitely give it a try! They normally offer a free trial to get started, after that, they offer 4 different options with reasonable prices. The first option starts at $19.99 for a basic and it can go up to $129.99 for the all-inclusive. It is a great deal!

What business problems are you solving with the product? What benefits have you realized?

When my old company used it, it was such an amazing tool for someone like me who dealt with customer relations and questions to be able to see what everyone was saying, and an easy way for me to respond to them in the fashion that was best for them. It made my job easier. I didn't have to sit and search all these different forms of communication to find what I needed.

Genesys PureCloud review by Qasim A.
Qasim A.
Validated Reviewer
Review Source

"PureCloud Review"

What do you like best?

I liked the clear interface and hassle-free interface. I was working with a pipe manufacturing and trading business in Dubai and I wanted something easy to implement to start things off for the sales team. The main screen has not too much going on and all the tabs like activity, directory and documents are on the left or top panel. I didn't want my sales team bombarded with the info right from the start which I guess don't really help when you're getting multiple calls and often leads to mistakes.

I also particularly like the Interaction module within the cloud app where you can access all kinds of history relevant to a particular client including timelines, evaluations, audit trail and complaints. Calls can be recorded and monitored to ascertain problems and definitely help in troubleshooting. But being a manager evaluation was the most important tool to gauge my sales team's ability to resolve disputes.

What do you dislike?

Connectivity was ok...I said OK because I had a few customers call me saying that they had to wait to find the next available agent while no member of my sales team was on a call at that particular point. May be it was just a bug and am sure this has been resolved.

I would also recommend to increase the number of security question to 2 at the start of the call. The script would tell the member of the in-house team to just have the account number confirmed from the client. Address verification might be a good idea along with the account #

Recommendations to others considering the product

I think PureCloud is a great cloud based platform for SMEs and startups and they just need to tweak a few things in my opinion.

As I mentioned earlier-Security Questions and verification process needs to be enhanced to minimize the risk of fraud.

Connectivity and linkage could be a little better...Am sure they must be working to improve it and it's better than before.

Interface could be a little more dyanmic.

What business problems are you solving with the product? What benefits have you realized?

- Sales Inquiries and Inbound Calls.

- Client Database management

I was able to keep a track of my team's performance and my team would generally go an extra mile to ensure client satisfaction as they knew am watching what they're doing. I must say it resulted in increased productivity and efficiency.

Client database was very streamlined and I could focus on getting the lost business back using the unresolved complaints tab. It ensured I could personally look into what went wrong and step in to rectify the situation if need be.

Genesys PureCloud review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"PureCloud Review"

What do you like best?

What we like best is that it works all of the time. Our old software had outages all of the time, but we've yet to have an outage with PureCloud. There are occasional bugs to be dealt with, but all channels are still functional and our customers can still reach us - something we couldn't say before.

What do you dislike?

Reporting is the one thing I wish we'd further investigated before making the switch. We still would have made the switch and we are still happy with PureCloud, but we would have had a better plan for reporting from the beginning. There are ample reports, it is just that they don't meet our needs. We are a grant funded non-profit, so our needs are different than many businesses with contact centers.

Recommendations to others considering the product

Identify your needs and what your future needs may be, then do your research. Ask a lot of questions and make sure it is going to work for you. For us, PureCloud is great and we love it!

What business problems are you solving with the product? What benefits have you realized?

The biggest business problem we've solved is having a reliable way for our customers to contact us. We promised to be available to help our customers, but with our old system one or all of our channels were frequently down. One big benefit for us is that it is in the cloud, which has reduced the load on our IT team, who services all departments, not just the contact center. Another benefit we find is that we are equipping our agents with a quality product. They like the user interface and it is easy for them to use. We are giving them a great tool to use to get their work done.

Genesys PureCloud review by Dominique L.
Dominique L.
Validated Reviewer
Verified Current User
Review Source

"We have implemented Purecloud Contact Center from Genesys, in France and in Italia"

What do you like best?

Purecloud allows us to set up new way to build customer journey, taking into account phone calls, live chats, with a seamless integration with Salesforce as CRM.

What do you dislike?

As we wanted to impement the full solution as a service, the configuration from a security & network point of view was not as easy as expected.

What business problems are you solving with the product? What benefits have you realized?

We wanted to move from a On Premise solution, fully customized to a new cloud solution, without specifics, fully standard. From a business point of view, our goal was to build specific customer journey, a multi-site customer services and take into account others channels like mail, live chat, live video.

Genesys PureCloud review by Jael H.
Jael H.
Validated Reviewer
Verified Current User
Review Source

"Easy to manage and learn whilst delivering premium results"

What do you like best?

The ease of access of this platform. To be able to implement a change in real time and have it live within an hour is great.

What do you dislike?

The cloud base means some issues occur (as it would for any other cloud based software) in saying this, the support team are great at resolving any issues we have.

Recommendations to others considering the product

Don't worry about the ease of transfer, it is seamless and the PureCloud team are fantastic.

What business problems are you solving with the product? What benefits have you realized?

A full outbound automation solution. Removes the manual aspect from agents and is forecasted to increase our productive hours by 75%

Genesys PureCloud review by Darryn C.
Darryn C.
Validated Reviewer
Verified Current User
Review Source

"From Paper to Cloud"

What do you like best?

The concept and the ability to link APIs the functionality that it has provided 10x more outbound calls than manually dialing which has seen an increase of more than 50% in ROI. The community support

What do you dislike?

The length of time support can take to resolve a case. That there is no review of the service after being committed to using the product, some integration aspects not compa

What business problems are you solving with the product? What benefits have you realized?

Increased sales, reduction of time spent off the phones for agents

Purecloud has a lot to offer if your company is willing to invest

Genesys PureCloud review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Fast deployment and and great collaboration features"

What do you like best?

The built in collaboration features make this platform have a nice built-in feature set to allow it to replace the need for slack or other collaboration platforms as add-ons. This allows for a better overall integration between the collaboration and contact center platform as well as reduced overhead maintaining multiple accounts.

What do you dislike?

The feature set isn't as robust as PureConnect and you have significantly less control over the environment. Some of the configuration tasks can feel slightly cumbersome for a recent as PureCloud was developed.

Recommendations to others considering the product

Before the acquisition by Genesys, Interactive essentially abandoned feature development on their on premise platform (now PureConnect) to divert all resources into PureCloud. You can really tell based on the native features that they have available (web rtc, co-browsing, etc). The platform is becoming more and more mature with age and is a real competitor in the cloud only contact center space.

Make sure you check out Cisco's Broadsoft, too, as there are some 3rd party vendors doing some very neat things with it.

What business problems are you solving with the product? What benefits have you realized?

We have not fully deployed or adopted PureCloud, but we have experience with the platform, and with the vendor Genesys. The benefits you would realize from this platform are reduced infrastructure overhead and for new deployments, reduced time to go live compared to standard on premise solutions.

Genesys PureCloud review by Luke S.
Luke S.
Validated Reviewer
Review Source

"Purecloud review"

What do you like best?

Responsive sales and support that is quick to make you a priority. Simplictiy of having web interface and desktop client is helpful in a windows / mac envrionment as well as mobile. Uptime status being publicly available is a great way to verify reliability before signing any contracts as well.

What do you dislike?

architect could use more functionality in the drag and drop category so i dont have "code" dates and other checks.

Recommendations to others considering the product

Do the demo and make it as real world as possible to see the benefits.

What business problems are you solving with the product? What benefits have you realized?

Building customer relationships. Noticed responsive support to ensure we are available to customers when they need us. Uptime is extremely important to building that relationship and Genesys' uptime page is a clear indicator that they do it better than the previous partner we used.

Genesys PureCloud review by User in Accounting
User in Accounting
Validated Reviewer
Verified Current User
Review Source

"PureCloud Review"

What do you like best?

PureCloud is an easy system to use. My computer automatically logs me in every morning once I get it work. If you are away from your desk or offline, PureCloud will show your status so others are able to see. It is an easy way to chat with co-workers, whether they are in the office, working remotely, or located in a different state. PureCloud is also our phone system - this is where all incoming calls come into. It's nice because it can be used as a messaging system and a phone database. It saves all of your messages so you can go back and read old ones if necessary. You can form groups and set favorites.

What do you dislike?

There have been times where someone has sent me a message, but I did not get a notification. Due to not receiving a notification, I did not see the message for multiple hours. I feel like this could cause issues in the future, especially if the message involves urgent information.

It is nice how the system saves your messages forever, but I would like if there was a way to delete a message. Sometimes you just want to clear your inbox and start fresh.

Recommendations to others considering the product

PureCloud is a great system for communicating with co-workers. It makes it easy to chat with people whether it be personal or in a group. You messages are saved forever, which makes it super simple to go back and find an old message for reference.

What business problems are you solving with the product? What benefits have you realized?

This system has made it very easy to communicate with co-workers in any location. Sometimes I will cover the reception desk for a couple hours and PureCloud has made it easy to find out who is in the office. If a customer comes in and asks for a certain employee, I can quickly look them up and see if they are available or not. It is all-around a good system to use for communication, availability, quick messages, phone calls, etc.

Genesys PureCloud review by Richard V.
Richard V.
Validated Reviewer
Verified Current User
Review Source

"Excellent cloud solution"

What do you like best?

PureCloud is easy to use for customer agents, easy set-up and installation

Availability for API and integration to other ERP systems

What do you dislike?

Some features should be better, such as supervisor desktop and ability to customize fields.

Recommendations to others considering the product

Do talk to customers who have the system implemented, and consider going all in..

What business problems are you solving with the product? What benefits have you realized?

Multichannel handling in one system, one solution for customer service. No 3 party solution for chat or email handling, just one system making callblending/skill routing more efficient

Genesys PureCloud review by Administrator
Administrator
Validated Reviewer
Review Source

"Easiest deployment, Good service"

What do you like best?

The User Interface is really appealing, everything is intuitive. Moreover, it's an all in one solution so it makes us use less different softwares, and new people joining the group only have to learn how to use one software.

What do you dislike?

I didn't use it that much but if I had to say something I dislike it would be that it's not mature enough, some basic functions still require to be enhanced and simple functions (like wiping all read inbox messages) to be added.

Recommendations to others considering the product

It's a really nice tool that lets you focus on what's important. Some people here have to use it 2h+ in a day, and they can tell the difference, it's comfortable and reliable. Just make you have another software just in case, because the system isn't perfectly mature, but even so it should be okay.

What business problems are you solving with the product? What benefits have you realized?

We spend far less time helping people to get used to the product, and thanks to the quasi flawless user interface, everyone actually likes to work with this tool. Some people in the group said they are less tired and they feel like it's just simpler to use and they can focus on the real tasks.

Genesys PureCloud review by User
User
Validated Reviewer
Review Source

"PureCloud"

What do you like best?

PureCloud integrates with a variety of different applications, such as SalesForce, Microsoft Active Directory, Android, Apple products, Rest API, Zendesk and Chrome. Genesys PureCloud enables the user to chat, call, or video seamlessly, and has a very intuitive interface. The system is also fairly intuitive, requiring little formal training at the onset. This enables the environment to get up and running fairly quickly, which was a huge need. The environment itself is robust, and is able to meet the customers needs. PureCloud also helps with future planning, capturing trends that can be analyzed and used to further assist customers.

What do you dislike?

The user interface, while beautifully designed, can be difficult to navigate.

Recommendations to others considering the product

Would recommend Genesys PureCloud to others for the beautiful interface and for the ability to connect between knowledge base and needs seamlessly. It is important to be able to connect all areas of business, as it can be frustrating not being able to connect the right person to the correct resource. The ability to be able to do so in the cloud is incredibly useful for the business. In addition, one can do so via a variety of methods, including call, chat or video conferencing.

What business problems are you solving with the product? What benefits have you realized?

PureCloud gives the ability to connect the right people and information. For example, instead of having to call multiple desks for multiple issues, PureCloud enables one to connect the right person seamlessly. In addition, it is helpful to have this solution on the cloud and in one central place.

Genesys PureCloud review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"My review for Genesys PureCloud!"

What do you like best?

The most interesting thing about this Cloud is they add features every time! It's easy to navigate and to use.

Genesys PureCloud has the better functionalities and it's very friendly. Anyone can use the cloud. I have been testing it's so reliable. The user interface is really beautiful. The people you work with are always friendly and help you with everything. You have some cost reduction so you can save money!

What do you dislike?

The main problem sometimes is the reporting system. It takes some time to have a reply when you create a ticket. Another problem is that I really need the sms channel is not available and I really need it for my work.If they could add more channels for services It would be really better.

Recommendations to others considering the product

If you want to save time and be more productive this is the greatest thing you can use!

What business problems are you solving with the product? What benefits have you realized?

It's so easy to use that I can work more faster than ever! I'm able to save time and that's the most important fact and of course Genesys PureCloud improves me efficiencies and productivity. You don't have to learn for a lot of time because there are not hard things to learn so you also save time for that!

Genesys PureCloud review by User in Security and Investigations
User in Security and Investigations
Validated Reviewer
Review Source

"PureCloud is for everyone!"

What do you like best?

PureCloud is the next-generation, all-in-one cloud contact center solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, social and more. An intuitive interface makes it easy to use. Rapid innovation ensures youll exceed customer expectations today and tomorrow. PureCloud is simply powerful and powerfully simple.

What do you dislike?

I hope in time reporting mechanisms can be changes. When pulling queue specific reports i.e. queue summary for a specific week can become challenging if month end is included in that week; example - if pulling a weekly report for week of November 30, 2017 the end of week is December 3, 2017. The report will not show you summary information for the whole week as it breaks it apart into November and January (by month). This make is a manual process to see weekly service levels, abandon rates, and offered calls amongst any other metrics needed. Also, another area for improvement is real time agent performance - you cannot currently see how long an agent has been sitting in after-call-work. Additionally, the availability to have voicemails auto-routes like calls would be a nice feature.

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

Ease of use Technically superior Great product with very comprehensive and flexible functionality which makes works easier.

Genesys PureCloud review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Good at basic IVR functionality."

What do you like best?

IVR capabilities and customization. Reliability is very good and the platform is stable.

What do you dislike?

Customer support is difficult to communicate with and often responses are outside of normal business hours. This is all due to language/time zone issues. Features that are offered do not always work. Poor or misleading documentation. Prompts change without warning or notification. The layout of each site is not intuitive to IVR work (no flow). No change management or revision history. Voice recognition does not function as advertised.

Recommendations to others considering the product

If you need voice recognition this may not be for you. Otherwise a good product with poor overseas support.

What business problems are you solving with the product? What benefits have you realized?

A reliable consistent IVR with some good capabilities.

Genesys PureCloud review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Review Source

"clients and customers experience a level of unparalleled service delivery!"

What do you like best?

The Browser based tools are extremely simple to use. Customer Chat and screen sharing provides a great experience for our customers. Allowing the customers to choose their mode of communication is awesome, allowing them to use twitter email, instant message or even as basic as calling into a live human. The APIs and Integration in to other ERP systems is outstanding.

What do you dislike?

There are some issues with the different channels as they have just not but production long enough. I'm sure that Genesys will solve them in future releases. I would like to see the ability to customize fields within supervisor desktop.

Recommendations to others considering the product

Asking the right questions and identify your needs and future needs to ensure this product will work for you.

What business problems are you solving with the product? What benefits have you realized?

We now have higher productivity from our agents, better insights into our call centers and agents. Our systems are much more reliable than they were in the past.

Genesys PureCloud review by Ronald N.
Ronald N.
Validated Reviewer
Review Source

"Focus on innovation"

What do you like best?

Genesys focuses on innovation and best practices, the team in Colombia and its partner in Ecuador have been very open and supportive so we can explore different alternatives to implement our new processes. We appreciate the time and effort they have devoted to us.

What do you dislike?

During the implementation process we needed to go back and remind some of the terms discussed and agreed with the local partner and the office in Colombia.

What business problems are you solving with the product? What benefits have you realized?

We need to interact with our customers through an omnichannel platform so we can provide better service and improve communication

Genesys PureCloud review by User in Retail
User in Retail
Validated Reviewer
Review Source

"A bit confusing at first, but solves a big problem "

What do you like best?

Since switching to Purecloud we have been able to activate our work laptops as phones, which is huge. We work with customers but work from home half the week and it was frustrating only being able to schedule calls for when I was near my phone 2-3 days a week. Now my number is connected to Purecloud and I can call from basically any company device with a microphone.

What do you dislike?

When I click “away” or “meeting” or “break,” I’ll often return to find it has automatically switched back to “available,” meaning I miss calls. I wish it didn’t automatically change and that you had to put yourself back available.

What business problems are you solving with the product? What benefits have you realized?

We are making ourselves more available to customers and we’re able to make calls/contact people from anywhere.

Genesys PureCloud review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

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

What do you like best?

PureCloud is easy to navigate and I mostly like that there are continuous improvements being made I see more and more needed functionality

added in the weekly release.Technically superior Great product with very comprehensive and flexible functionality which makes works easier.

The platform has become more reliable.

What do you dislike?

lack of ability to record and report on IVR data. another area for improvement is real time agent performance - you cannot currently view how long an agent

has been idle in after-call-work. Additionally, the availability to have voice mails auto routed like calls would be a nice feature.

Recommendations to others considering the product

PureCloud is for everyone who used IT and contact center operations that prefer rapid delivery, all-in-one, cloud contact callcenter solution.

What business problems are you solving with the product? What benefits have you realized?

We implemented virtual call center based on IVR for support issues of our of our property estimation portals.

Genesys PureCloud review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"A phone service with unreliable performance and subpar reporting"

What do you like best?

The ability to create and manage several different queues.

What do you dislike?

The software is unreliable in that it has had several complete system shutdowns in the short time that we have utilized the product and the reporting options are minimal and difficult to pull meaningful data from.

Recommendations to others considering the product

Unless you do not have a need for detailed reporting and do not rely very heavily on a reliable phone service, research other alternatives.

What business problems are you solving with the product? What benefits have you realized?

Sales and support phone interactions with members.

Genesys PureCloud review by Hoong N.
Hoong N.
Validated Reviewer
Verified Current User
Review Source

"A flexible and cost effective platform that will modernize your call center"

What do you like best?

Well documented API libraries, extremely scale able and cost effective.

What do you dislike?

I thought the native reports need a little work - but I think they are working on it and there are a number of vendors that you can work with to get what you need

What business problems are you solving with the product? What benefits have you realized?

Modernizing our call center platform

Genesys PureCloud review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"A Genesys PureCloud Customer for over two years. "

What do you like best?

The flexibility and pricing are both very attractive on the Genesys Purecloud format form our estimation.

What do you dislike?

The reporting and analytics are a little challenging but I have been assured that improved analytics and reporting are on the road map.

Recommendations to others considering the product

Recommendations would include flexibility, pricing and support.

What business problems are you solving with the product? What benefits have you realized?

Prior to Genesys PureCloud we did not have a Quality Monitoring Program in place with you prior solution. Now we have a very robust program that we utilize monthly.

Genesys PureCloud review by Steve V.
Steve V.
Validated Reviewer
Review Source

"Outstanding Business Solution for Contact Centers and Internal Engagement"

What do you like best?

This is a simple setup, yet robust solution to host your contact center through a cloud solution. Your company can also use this product as its phone system as well as internal messaging.

What do you dislike?

At this time, there are currently no complaints regarding this solution.

Recommendations to others considering the product

Very easy to setup and get off the ground running. Setting up users, routing calls, and communication could not be easier.

What business problems are you solving with the product? What benefits have you realized?

Engagement with our customers as well as maintain a presence in the cloud to reduce the load from our IT infrastructure.

Genesys PureCloud review by Ramsey M.
Ramsey M.
Validated Reviewer
Verified Current User
Review Source

"PureCloud Review"

What do you like best?

the simplicity of the infrastructure needed for so many functions

What do you dislike?

The limited options such as no group fax, no user level outbound ANI control, no group transferring

What business problems are you solving with the product? What benefits have you realized?

cancelled all Voice circuits, yanked out a ton of hardware, no more large phone system updates, easy to forecast expenses

Genesys PureCloud review by Matt C.
Matt C.
Validated Reviewer
Verified Current User
Review Source

"Purecloud"

What do you like best?

Pure brilliance of the software and the continuous development and releases

What do you dislike?

The support service can be very slow and labourious

Recommendations to others considering the product

Pure Brilliance Pure Excellence and a Pure delight to use

What business problems are you solving with the product? What benefits have you realized?

Integrated Voice Chat and email

Genesys PureCloud review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Verified Current User
Review Source

"Slow response to issues. Little experience and depth of knowledge in response team."

What do you like best?

High percentage of up time. Interface is straightforward.

What do you dislike?

Response to issues is slow. Often takes up to a week to get a response. First person responding usually has little knowledge. Doesn't escalate to more experienced team for days. In the meantime we sit with the problem and often have to initiate the follow-up. Downloading calls for training review is slow and cumbersome. Reports are limited and inflexible.

Recommendations to others considering the product

Proceed with caution.

What business problems are you solving with the product? What benefits have you realized?

Resolved: ability to review any call. Data is reliably collected.

Genesys PureCloud review by Jiaxin Y.
Jiaxin Y.
Validated Reviewer
Verified Current User
Review Source

"Experience of using PureCloud"

What do you like best?

PureCloud's interface is very user friendly.

What do you dislike?

When we create the report, we need to chose "immediately" every time which for me is an obvious option.

What business problems are you solving with the product? What benefits have you realized?

I use PureCloud report a lot to see the resume of the day past.

Genesys PureCloud review by Sebastien R.
Sebastien R.
Validated Reviewer
Review Source

"Genesys Pure Cloud"

What do you like best?

Genesys PureCould is like a communications and customer engagement platform on the cloud. The collaboration makes a full advantage of the distributed nature of the cloud.

What do you dislike?

I found the service a little unreliable, and we were not able to record and report on IVR data.

Recommendations to others considering the product

The ease of use as the software is very intuitive. The support when glitch happen could be improved.

What business problems are you solving with the product? What benefits have you realized?

API User interface for the users Canned Responses Architect Multiple channel Analytics, 100% view of each interaction

Genesys PureCloud review by Shafique A.
Shafique A.
Validated Reviewer
Verified Current User
Review Source

"Amazing Contact Center that has allowed us to deliver a true omnichannel experience. "

What do you like best?

-Data insights

-Reporting

-IVR Customization

-Easy technical onboarding

-Modern interface

-Cloud Resiliency

What do you dislike?

There isn't much to criticise here, the software is dependable and the support we receive is excellent!

What business problems are you solving with the product? What benefits have you realized?

Contact Center Resiliency, Omni Channel service to our customers

Genesys PureCloud review by User in Internet
User in Internet
Validated Reviewer
Verified Current User
Review Source

"Constantly breaks and then we have to clean up the mess afterward"

What do you like best?

The easy accessibility of the platform in reference to contacting customers and shoppers.

What do you dislike?

Constantly crashes and leaves us to watch how backed up we get until they get it working again.

Recommendations to others considering the product

Make sure that you do not have a large clientele needing to contact you because when it crashes it will sometimes be days before it comes back up.

What business problems are you solving with the product? What benefits have you realized?

Communicate with shoppers and customers.

Genesys PureCloud review by Sam O.
Sam O.
Validated Reviewer
Review Source

"Very easy to set up"

What do you like best?

The lack of hardware and software. I like that it is just a website and a an edge device.

What do you dislike?

It is a bit restrictive at the moment but I know this will get better and offer more options as time goes by

Recommendations to others considering the product

Works very well, just needs another year or 2 to implement more features that will advance the platform and give more options in.

What business problems are you solving with the product? What benefits have you realized?

The ability to work from anywhere

Genesys PureCloud review by Lucas T.
Lucas T.
Validated Reviewer
Review Source

"GENESYS EXPERIENCE"

What do you like best?

I like the dashboards and I can easily find many informations. We can measure more informations for the agent.

What do you dislike?

It's not really real time refreshing and we need to refresh manually sometimes.

Recommendations to others considering the product

Take time to build and develop databases, purecloud can give a lot of data to the business.

What business problems are you solving with the product? What benefits have you realized?

We can track more information for the agent like the adherance view, it's very intersting for the agent and supervisor.

Genesys PureCloud review by Delbert J.
Delbert J.
Validated Reviewer
Review Source

"PureCloud Support Child Support Enforcement"

What do you like best?

I love the cloud based framework of PureCloud and the fact this is always available.

What do you dislike?

I dislike the absence of somewhat common features available in Contact Center Solutions such as Cherry Picking interactions. However I understand that is on the roadmap.

What business problems are you solving with the product? What benefits have you realized?

We are utilizing PureCloud as the primary solution that supports our contact center of 75 agents. We support over 65,000 cases and receive 900-950 calls per day.

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