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 - Co-browse
 
  • PureCloud - Co-browse
    Co-browse
  • PureCloud - Contact center dash
    Contact center dash
  • PureCloud - Directory
    Directory
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 10

16 Reviews of PureCloud

 

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Software Advice Reviews (4)
More Reviews (12)

Showing 1-4 of 4

Ankit from International Flavors & Fragrances
Specialty: Engineering
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

December 2017

December 2017

Poor End user support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Not so good

Pros

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

Cons

Unreliable service 24x7, lack of ability to record and report on IVR data
We experienced large scale loss of call center report data

Review Source
 
 

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 1-12 of 12

Chris from SHAG CLF

December 2017

December 2017

The Purecloud platform has assisted us in revolutionizing the way we do business.

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
Pros

The user interface reminds me of Apple software in it's simplicity of design and features. The flow of options is easy for new agents to adopt and creates an inviting environment for customer support. The reporting tools are fantastic and the "live" queue overviews is a nice touch. The ability to make changes, publish, and "go-live" all in one screen streamlines call center operations and improves efficiencies and productivity. The overview of user profiles, showing availability, background. skillset, and more improvise time needed to support customers as we have a birds eye view of where everyone on the organization is.

Cons

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.

Review Source: Capterra
 

Garth from Police Health
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

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

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
Pros

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

Cons

Some nice to have additions to the software would be good. Reporting is good - some more granular reports would help a lot.

Review Source: Capterra
 

Lindsay from Rose-Hulman Institute of Technology

October 2017

October 2017

We switched to PureCloud 15 months ago. It has been great for us. We love how reliable it is.

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
Pros

We love that it is reliable. We haven't had an outage in our 15 months of usage, which is something we experienced a lot with our previous software. We also like the user interface and the unified desktop.

Cons

The reporting section is what I was disappointed me. Part of that has to do my naivety. I thought reporting was the same in all software and did not pay much attention to the reporting section prior to selecting this. We only use the reports provided and do anything additional with APIs available, since we don't have the personnel or budget for that. We make what is there work, and knowing what I know now, I would still select PureCloud again. If I were doing it again today, I would have a better plan for data and reports and how to meet our unique needs for that. For other industries, I am sure the reports are great.

Review Source: Capterra
 

Amy from Michigan Economic Development Corporation

October 2017

October 2017

Inconsistent performance - buggy

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
Pros

User interface is easy to understand. I also like the level of detail that is offered on the reports.

Cons

Bugs that cause issues with call and email distribution. It is also cumbersome to have to manually calculate totals for time frames on a report that contains a date from running from one month to another.

Review Source: Capterra

  Response: Genesys, Genesys Telecommunications Laboratories, Inc

Date: October 2017

October 2017

 

Amy, thank you for your review and feedback. I have forwarded your insight to the Michigan Economic Development Corporation's account team who will follow up with you on this.

 

Andie from Michigan Economic Development Corporation

October 2017

October 2017

Application Developer

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
Pros

I mostly like that they are adding features every week. I see more and more needed functionality added in the weekly release.

Cons

I least like the customer support and change management. We have had issues during normal working hours with no warnings because changes were made and were not communicated. The support is usually not helpful either.

Review Source: Capterra
 

Chris from PropertyGuys.com
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

My experience has been seamless from the start. This is by far the best interactive product

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
Pros

User-friendly. Always optimizing. Easy to navigate. More quality functions than its competitors. The people that you work with are fantastic.

Cons

The ticket/help center could run quicker. I find the response time could be improved in a more timely manner.

Review Source: Capterra
 

Cory from Kal Tire
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

The PureCloud Team has gone above and beyond with their customer service.

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
Pros

The PureCloud product is very easy to use. Navigating through the software is very user friendly and using the "help" features provide a great resource for insight. Reaching out to the community has been a great help for us as well.

Cons

We have based our call centre around part time shifts due to the demand of our business. The pricing model will have to be reviewed for our operations as we continue to grow.

Review Source: Capterra
 

Ray from Wernerco
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

We have been a PureCloud customer for little over a year now. The platform has become more reliable.

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

Easy implementation, more attractive pricing and greater flexibility.

Pros

The ease of use. The software is very intuitive. The support has been forth coming for the last year.

Cons

The length of time to launch road map items. It has been a challenge being our premise based system offer more functionality and features.

Review Source: Capterra
 

Teri from Back in Black, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

PureCloud is easy to navigate and I appreciate that there are continuous improvements being made.

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

Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding customers quickly and being able to provide dedicated, specific customer service for their customers. Also, being able to have control of changing messages. In my previous software I was supposed to provide 24 hours notice if I wanted the inclement weather message played because we needed to close - we are in Wisconsin - we don't really decide to just close 24 hours in advance, we wait and see if it is really necessary and then proceed. Having that ability to change with changing/time sensitive situations also extremely helpful.

Pros

Hands down - ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for Outbound, Email/Chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call back a different number. We are also able to house all supporting documents within the software - so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PureCloud as we were maxing out and having a difficult time going up/down in seats and be agile about it previously easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PureCloud through the step-by-step directives. I also really like that there are improvements being made daily to PureCloud (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product.

Cons

I would have to say my greatest pain point is reporting. Canned reporting within PureCloud is limited and there have been minimal modifications made here. The data is available through the API but without having that resource internally, I rely heavily on running my own data for the operation from contact center stats to generating information for invoicing clients that we provide 3rd party contact center services for. This is a sticking point for me. Additionally, the script writer is a bit cumbersome - improvements are coming on this one, but at this point I don't load a full script, I only screen pop information regarding the account because it is difficult to build and have it make sense for what I need it for. Biggest issue? Everything is plain text so all my bold, colorized, hyperlinked etc. all disabled.

Review Source: Capterra
 

Rogier from Dealerdirect
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

One platform, functions are the same for each kind of interaction. Implementation can be fast

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

- Better customer experience
- always reachable for our customers
- Lower Abandonment rate
- Higher SLA
- AHT in balance / under control
- Insights
- Cost reduction
- Retention
- Less platforms / Less IT admin

Pros

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

Cons

Email isn't on a level for multiple brands
WhatsApp not available as channel
SMS not available as channel

Review Source: Capterra
 

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.I have submitted this review based on only the free trial version.

Review 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.

Review Source: Capterra