Genesys PureCloud

Genesys PureCloud

(69)
4.0 out of 5 stars

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 <span>Samir A.</span>
Samir A.
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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.

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Genesys PureCloud review by <span>Poojan M.</span>
Poojan M.
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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

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Genesys PureCloud review by <span>Brian B.</span>
Brian B.
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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 <span>Andie B.</span>
Andie B.
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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 <span>Phil H.</span>
Phil H.
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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 <span>J J.</span>
J J.
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Verified Current User
Organic
Reviewed On

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.

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