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, CRM integrations and custom reporting.

PureCloud collaboration module helps users locate people, documents, chat history, connect with group chat 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 1-click dialing, transfers, inbound and outbound faxes.

 

PureCloud - Co-browse
 
  • PureCloud - Co-browse
    Co-browse
  • PureCloud - Contact center dash
    Contact center dash
  • PureCloud - Directory
    Directory
  • PureCloud - Stimulation service vs Erlang C service
    Stimulation service vs Erlang C service
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

33 Reviews of PureCloud

 

Start your review of PureCloud

Click to start
https://www.softwareadvice.com/call-center/purecloudengage-review/
Software Advice Reviews (5)
More Reviews (28)

Showing 1-5 of 5

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
 
 

Carlene from Clinic
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Sales promises the moon then switches after contract signing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

A disappointing choice waiting to get out of contract and switch to other product

Pros

There online information is extensive but needs to be organized to facilitate easy searching.. try google indexing methods

Cons

The sales staff, service staff , and billing staff are impossible . The technical staff are the most pleasant people.

 
 

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 1-20 of 28

Giuseppe from MSC Crociere

April 2018

April 2018

The best cloud solution

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 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.

Review Source: Capterra
 

Luca from MSC Cruises
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

April 2018

April 2018

Felxible and reduce time to market

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

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.

Review Source: Capterra
 

Poojan from Vivonet
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

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

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

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

Review Source: Capterra
 

Michael from University of Calgary
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2018

April 2018

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

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

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.

Review Source: Capterra
 

Shafique from Vivonet

April 2018

April 2018

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

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

-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!

Review Source: Capterra
 

Mylène from Sigvaris France
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2018

April 2018

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

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

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.

Review Source: Capterra
 

Thibaud from Optimind
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

Very satisfied with PureCloud : easy to use and very stable

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 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.

Review Source: Capterra
 


March 2018

March 2018

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

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

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

Review Source: Capterra
 

Catherine from Robertson Telecom

March 2018

March 2018

Implementation went smoothly. Works as advertised.

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

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.

Review Source: Capterra
 

Jon from Kal Tire

March 2018

March 2018

Quick to implement and easy to administer and configure

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 was able to get up to speed as an Administrator/Telephony/Architect in under 2 months using only the online material and the communities. I was rebuilding inbound call flows, adding API calls to surface information to the agents scripts, being able to provide our customers their estimated wait time / position in queue messaging. Just goes to show how easy it is to build the logic you want and being able to implement it in no time. They are also continually bringing out new features, which helps it keep pace with other products.

Cons

I wish the Purecloud Public API's had pre-configured data actions out of the box, it would be nice to surface certain information that you know is in the system, without having to build your own data action.
License cost is on the high side and it would be nice to be able to mix license types.

Review Source: Capterra
 

Dominique from Legrand

March 2018

March 2018

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

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

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.

Review Source: Capterra
 

Guiro from L'olivier - Assurance auto
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

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

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



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.

Review Source: Capterra
 


March 2018

March 2018

Lacks features and stability

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

PureCloud is a really nice looking tool and I love the organization chart that is included in the system. We use it mostly for internal chat communications.

Cons

I've experienced a lot of dropped video calls, especially when more than one person is on the video call.

Review Source: GetApp
 

Hoong from BC Liberal Party

March 2018

March 2018

Great dealing with the team from Sales to implementation and Customer Success

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

Flexible - you can scale up or down depending on your needs. Cost effective and well documented API libraries

Cons

Native reporting was a little lacking and slightly cumbersome

Review Source: Capterra
 


March 2018

March 2018

I have been very pleased with the Purecloud product. The product is very easy to use.

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

We have seen a huge benefit with our ability to use the data to support our business case for our Call Centre. Integration has been easy and we have been able to improve our use of the system on a daily basis.

Pros

The ease of use for our Team Members to use the product has been very beneficial for us. Training our Team with the product is very minimal as they are able to answer calls with a simple click of the button.

Cons

We have been starting our Call Centre for the benefit of our Customers and our Retail Store locations. Due to the shopping patterns of our customers, we are finding the pricing model requiring some attention as we do not have employees working full time. Some of our employees will work 1 day a week and the return on an employee for working such minimal time is difficult to see how the Agent pricing model works for us.

Review Source: Capterra
 

Larry from BD

February 2018

February 2018

Feature rich solution with simple licensing model

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

Flexible cloud-based contact center technology that can be customized easily to the individual needs of our businesses.

Pros

Access to Resource Center for info to do just about anything makes this cloud-based solution fairly easy to setup and configure on your own to minimize dependence on Genesys engineers.

Cons

Reporting insight and analytics capabilities could be beefed up. Platform doesn't currently provide the level and detail and insight at a granular level I am accustomed to.

Review Source: Capterra
 

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.