Who Uses This Software?

Contact centers are ideal for any organization that wants to offer modern, multi-channel customer support. The PureCloud Cloud Contact Center solution is affordable for companies of all sizes.


Average Ratings

14 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $9.99/month/user
  • Pricing Details
    Paid versions are per user, per month
  • Free Version
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • IEC
  • www.the-iec.com/
  • Founded 2011
  • United States

About Cloud Contact Center

Cloud-based Collaboration, Communication, & Customer Contact Center offering robust features & backed by Amazon Web Services (AWS).


Cloud Contact Center Features

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center

Cloud Contact Center Reviews Recently Reviewed!

B93474d029dd984b0de74e0b2b5c5315

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

Oct 24, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

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

Oct 20, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

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.

Inconsistent performance - buggy

Oct 18, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money

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.

Vendor Response

by IEC on October 23, 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.

Application Developer

Oct 13, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

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

Sep 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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

Sep 15, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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

Sep 12, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Overall: Easy implementation, more attractive pricing and greater flexibility.

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

Sep 12, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

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

Sep 12, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

Overall: - 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

Pure Cloud and its disasters

Feb 28, 2017
1/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Comments: 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.

Awesome

Nov 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: 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

Recommendations to other buyers: You should investigate this if you are running a call center.

Pure Cloud Engage

Nov 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Great product with very comprehensive and flexible functionality Easy to use. Very user-friendly.

Pros: Technically superior

Cons: None

Recommendations to other buyers: Highly recommend Pure Cloud

Integration Failure

Oct 05, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: 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.

FaceBook meets your Call Center Agents

May 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: 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.