PureCloud Software

The positives by far outweigh the support issue as the operation is Pure Joy 99.99% of the time. Pure excellance

Pros

Delivers much more functionality than our last vendor - continuous development and releases - Pure Brilliance

Cons

Issue support can be terribly slow at times

Overall, PureCloud works for us, but it could work a lot better!

Pros

PureCloud is easy for our users on the phone, and for our supervisors monitoring calls. Its straightforward interface is a breath of fresh air.

Cons

PureCloud often has outages that interrupt our business. Calls can get stuck, and weird bugs can happen. Also, the feature for looking up previous interactions could use some work for ease of use.

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.

Pros

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.

Cons

I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though).

My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

Pros

When it worked, it worked really well. Anything from call quality to transfers, this software is powerful enough to stand on its own.

Cons

It is very comprehensive and often suffers from either glitches or issues which can cause issues in the user experience. Being so delicate, it can take a while to set up.

Pros

Prior to purecloud most of my experience was with command line based configurations of phone systems. Moving to Purecloud has not only allowed me to expand my skillset into a 'cloud' based environment (or just GUI interface) but has expanded my capabilities in telco systems designs. My colleague and I have been able to make constant enhancements to improve our contact centers performance and enhancements to make our lives as the development/support staff much more streamlined and modular.

Cons

Coming from a CLI/networking background, it's sometimes difficult to have to hand off troubleshooting to another party (being genesys). This is a more and more common occurrence but having the capability to take more steps in troubleshooting issues we run into (outside of checking edges/logs/trunks) would enhance our capabilities to resolve issues before turning them over.

Pros

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.

Cons

Customer service is not good in my experience, their responses were always delayed.
They had several site outages that impacted production.
Calls used to get stuck.

Pros

The continuous improvement of the platform allows for new features coming on line on a regular basis.

Cons

It can feel like some features are not fully tested and verified prior to roll out, because the platform under continuous improvement, making bug fixes easy.

Pros

We are able to run this dialer with 100s of users without drag or dropped calls. Inbound and outbound capabilities that don't limit the quality of a call. We were able to customize our needs right there live which we all really enjoyed.

Cons

The only drawback we had is if our internet went out then we had no way to make outbound or inbound calls.

Pros

Feature packed and consistently releasing new & improved features. Actively looking for input from their customers on what they want, rather then dictating what they think we need. Scalable solution from a small call center to a large center. Lots of different ways of achieving your goals.

Cons

Cost is a high, especially if you only want to use certain features, you can easily find yourself paying for a higher tier license and not using it's functionality, because you get stuck in the future proofing mentality. I'd recommend a phased tier approach, start a tier 1 at launch, and then go to tier 2 in a year, then tier 3 in another year. Unless your doing a big bang approach and going omnichannel right out the gate.

Pros

There are no pros for this software. It is just good, more like Okay, for corporate communications.

Cons

N number of cons for this app to name a few:
1. Mobile app does not support calling feature
2. If a user is offline you wouldn't know for sure if they are added in a group or not by just checking the members list
3. Can not add more than 5 people in group calls
4. Been multiple times when a users name is not displayed in a group chat

Pros

1. Easy to use tool for meetings
2. user interface is impressive
3. Regular updating the tool is a value addition

Cons

1. In a group you can not check whether a person is part of group untill unless he is online
2. Call not possible if group size is more than 6

Pros

The omnichannel approach is superlative. The fact that it's an all inclusive platform and it's very easy to use

Cons

About the social engagement there are room for improvement. The chat included is not the best of market.

Pros

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.

Cons

Not sure about the handling of multi nations architectures. In some case is required to have one administrator handling several instances of the software for every single market.

Pros

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

Cons

While dashboard works great, Pure cloud reports are something that can be improved a lot. you have to mine a report data in excel before it can be used in a presentable format

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.

Pros

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.

Cons

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.

Pros

-Data insights
-Reporting
-IVR Customization
-Easy technical onboarding
-Modern interface
-Cloud Resiliency

Cons

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

Pros

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

Cons

Reports : a lot of, but finaly same features for most of them. If you want to exploit and analyse data the best way is to add an analytic tool.
Support : not reactive at all, 2 or 3 days for dealing with an issue. That is really long when it affects a callcenter agent who can not doing is job in the meantime. And unfortunately it did not happen just one time.

Better monitoring and management of our activity

Pros

Simplicity of use, administration, and control :
It allows us to adapt quickly to all new needs we have.

Cons

It is very difficult to know all the new features and how they work. We tend to use only the same functions, even for new needs.

Pros

Its user friendly, easy to train new users.
Even being an administrator its straight forward to use.

Cons

Reporting requires manual work, multiple reports are generated for each user and they needs to arranged

Pros

Good value for the price. Interactive Intelligence invested heavily in upgrades to functionality. Hopefully Genseys will continue doing this.

Cons

The agents don't like the login interface. And supervisors say that the dashboard could use an upgrade.