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.

 

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 8, Windows 10

43 Reviews of PureCloud

 

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Software Advice Reviews (6)
More Reviews (37)

Showing 1-6 of 6

Kady from Television Production Company
Specialty: Telecommunications
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2018

April 2018

PureCloud review

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

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 37

Matt from Grove & Dean Ltd
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Purecloud 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

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

Review Source: Capterra
 


September 2018

September 2018

When It Works, It Works

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra

  Response: Genesys, Genesys Telecommunications Laboratories, Inc

Date: September 2018

September 2018

 

Thanks for leaving a review on PureCloud but sorry to hear you're having some difficulties. You wrote the review anonymously so I can't reach out directly to you to discuss further, but we really would like to better understand how we can make a difference. Please do reach out to me directly at lara.booth@genesys.com and I can ensure you are connected with the correct teams. Thanks Lara Booth

 


September 2018

September 2018

Not a Big Fan

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, 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.

Review Source: Capterra

  Response: Genesys, Genesys Telecommunications Laboratories, Inc

Date: September 2018

September 2018

 

Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at lara.booth@genesys.com (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth

 

alex from airbnb

July 2018

July 2018

Highly complex, all inclusive, customer support routing software.

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

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.

Review Source: Capterra
 


June 2018

June 2018

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

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

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.

Review Source: Capterra
 


June 2018

June 2018

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

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 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.

Review Source: Capterra
 

James from Bright Horizons

June 2018

June 2018

Overall positive simple transition

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 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.

Review Source: Capterra
 

Bethany from Small Business Growth Alliance

June 2018

June 2018

Improved call center dropped calls and system failures

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 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.

Review Source: Capterra
 

Jonathan from KalTire

May 2018

May 2018

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

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

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.

Review Source: Capterra
 

Siddharth from Venture7 Technology Pvt. Ltd.

April 2018

April 2018

Pathetic 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

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

Review Source: Capterra
 


April 2018

April 2018

Not good tool for team meetings

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

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

Review Source: Capterra
 

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