Genesys

Genesys PureCloud

4 / 5 35 reviews

Who Uses This Software?

PureCloud is for everyone! Progressive IT and contact center operations that prefer rapid delivery, all-in-one, cloud contact center solution.


Average Ratings

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

Product Details

  • Starting Price
    $99.99/month/user
  • Pricing Details
    Subscription and usage based pricing options available.
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • Genesys
  • www.genesys.com
  • Founded 1990
  • United States

About Genesys PureCloud

PureCloud is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, social and more. An intuitive interface makes it easy to use. Rapid innovation ensures you'll exceed customer expectations today and tomorrow. PureCloud is simply powerful and powerfully simple.


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Genesys PureCloud Features

  • Blended Call Center
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Escalation Management
  • Inbound Call Center
  • IVR/Voice Recognition
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Reporting/Analytics

Genesys PureCloud Reviews Recently Reviewed!


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

May 23, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
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.

Pathetic experience

Apr 30, 2018
1/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
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

PureCloud review

Apr 24, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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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.

Not good tool for team meetings

Apr 23, 2018
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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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

Capterra-loader

The best cloud solution

Apr 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Felxible and reduce time to market

Apr 16, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

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

Apr 12, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

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

Apr 10, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

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

Apr 10, 2018
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: -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!

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

Apr 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Very satisfied with PureCloud : easy to use and very stable

Apr 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Better monitoring and management of our activity

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

Mar 31, 2018
4/5
Overall
5 / 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: 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

Implementation went smoothly. Works as advertised.

Mar 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
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.

Capterra-loader

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

Mar 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
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.

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

Mar 20, 2018
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: 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.

Overall:

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

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

Mar 06, 2018
4/5
Overall
4 / 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: 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

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

Mar 01, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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.

Capterra-loader

Feature rich solution with simple licensing model

Feb 02, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

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

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

Dec 19, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

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.

Poor End user support

Dec 09, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: 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

Capterra-loader

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 Genesys 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

Sales promises the moon then switches after contract signing

Jul 03, 2017
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money

Comments: 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.

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.