PureCloud Software


 

PureCloud by Genesys is a call center solution for businesses of any size and in any industry. Among its modules are Automatic Call Distribution, Interactive Voice Response, Computer Telephony Integration, Auto Dialer, a mobile call center app, PBX, and more. The system can be deployed either locally on a server, or in the cloud, where sensitive company data can be stored securely and updated in real-time.

PureCloud aims to help businesses connect with their customers across multiple communication channels. Customer insights and metrics are presented in a single, unified interface, and updates are automatic. This system lets users create IVR flows, customize outreach and create proactive, targeted campaigns, and enhance agent productivity. Multichannel routing, CRM integrations, and custom reporting are all included as well.

 

PureCloud - Activity Stream
 
  • PureCloud - Activity Stream
    Activity Stream
  • PureCloud - Active Calls
    Active Calls
  • PureCloud - Start New Call
    Start New Call
  • PureCloud - Profiles
    Profiles
  • PureCloud - Active Chats
    Active Chats
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 10

6 Reviews of PureCloud

 

Start your review of PureCloud

Click to start
http://www.softwareadvice.com/call-center/purecloudengage-review/
Software Advice Reviews (3)
More Reviews (3)

Showing 1-3 of 3

Barbara from CALLS PLUS
Specialty: Telecommunications
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Pure Cloud and its disasters

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Wendy from Ability Works, Inc.
Specialty: Non-Profit
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

Awesome

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Advice to Others

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

 
 

Teddy from InterVRx
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2016

November 2016

Pure Cloud Engage

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Pros

Technically superior

Cons

None

Advice to Others

Highly recommend Pure Cloud

 
 
 
Showing 1-3 of 3

Kathryn from WGU

October 2016

October 2016

Integration Failure

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Source: Capterra
 

Nathan from Western Governors University

October 2016

October 2016

Difficult to use out of the box

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Advice to Others

Try New Voice Media

Source: Capterra
 

Jim from Nezbiz

May 2016

May 2016

FaceBook meets your Call Center Agents

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra