PureCloud software


PureCloud by Genesys is an on-premise and cloud-based call center solution for businesses of any size and industry. Key modules include Automatic Call Distribution, Interactive Voice Response, Computer Telephony Integration, Auto Dialer, a mobile call center app, PBX and more.

PureCloud helps businesses connect with customers across multiple communication channels. Customer insights and metrics are presented in a single, unified interface and automatic updates are provided. The solution lets users create IVR flows, customize outreach, create proactive targeted campaigns and enhance agent productivity. It offers multichannel routing, customer relationship management integrations and custom reporting.

PureCloud's collaboration module helps users locate people, documents and chat histories. Users connect through group chats and conduct online meetings with video conferencing. Users can share and edit documents with integrated content management. Other features include speech-enabled auto attendant, direct inbound dialing, directory integration with one-click dialing, transfers, inbound and outbound faxes.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8 , Windows 10

40 Reviews of PureCloud

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  • alex from airbnb

    July 2018

    Highly complex, all inclusive, customer support routing software.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

    Easy to use, Fun to develop on and a great place to expand your skillset into cloud solutions

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    June 2018

    Although we used on daily basis, sometimes we had too many issues and impacted our production

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • James from Bright Horizons

    June 2018

    Overall positive simple transition

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Bethany from Small Business Growth Alliance

    June 2018

    Improved call center dropped calls and system failures

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jonathan from KalTire

    May 2018

    Genesys Purecloud has earned it's quadrant of being leaders in the industry.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Siddharth from Venture7 Technology Pvt. Ltd.

    April 2018

    Pathetic experience

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kady from Television Production Company

    Specialty: Telecommunications

    Number of employees: 501-1,000 employees

    April 2018

    PureCloud review

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I would consider it to be user-friendly, not too complicated, helps with call management with timer countdown.

    Cons

    Often times agents are kicked off queue, lines get disconnected are go down, not easily transferable.

    This review was submitted organically. No incentive was offered
    Review Source
  • Verified Reviewer

    Number of employees: 11-50 employees

    April 2018

    Not good tool for team meetings

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Giuseppe from MSC Crociere

    April 2018

    The best cloud solution

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Luca from MSC Cruises

    Number of employees: 5,001-10,000 employees

    April 2018

    Felxible and reduce time to market

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Poojan from Vivonet

    Number of employees: 51-200 employees

    April 2018

    PurCloud has been great with easy to use interface, queue dashboard and great admin features

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Michael from University of Calgary

    Number of employees: 10,000+ employees

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Shafique from Vivonet

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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!

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Mylène from Sigvaris France

    Number of employees: 501-1,000 employees

    April 2018

    I am project manager for Customer Care Department and was in charge of PureCloud implementation

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Thibaud from Optimind

    Number of employees: 201-500 employees

    April 2018

    Very satisfied with PureCloud : easy to use and very stable

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    March 2018

    My experience have been getting better every week with pure cloud.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Catherine from Robertson Telecom

    March 2018

    Implementation went smoothly. Works as advertised.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Dominique from Legrand

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Pureloud 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.

    Cons

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Guiro from L'olivier - Assurance auto

    Number of employees: 51-200 employees

    March 2018

    We needed a customer experience platform that was reliable and intelligent with a well-thought- out

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The Results of the PureCloud solution ; · Maintains 90% customer satisfaction rates · 15% reduction in abandonment rates, from 18% to 3% · Improved efficiency and first contact resolution · Future integration of channels and operations

    Pros

    For a per-user monthly price, the Genesys solution gave L'olivier's assurance auto advanced routing, real-time reporting and a roadmap to unify email, chat and social interactions.

    Cons

    Sometimes it's difficult to use the dashboards lots information for supervisor. Need to be focused on 3 or 4 KPI's by department. Workforce management tool is not easy to implement but with lots of energy, we understand more this feature.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
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