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

79 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 3.5 / 5
    Customer Service

Product Details

  • Starting Price
    $75.00/month/user
    See pricing details
  • Pricing Details
    Subscription and usage based pricing options available.
  • Free Trial
  • 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/purecloud
  • Founded 1990
  • United States

About PureCloud

The Genesys PureCloud platform is the next-generation, all-in-one cloud contact center 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, text message and more. An intuitive interface makes it easy to use, whether youre an agent, supervisor or IT administrator. Weekly feature releases ensure youll exceed customer expectations today and tomorrow.


PureCloud Features

  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Call Center Management
  • Call Recording
  • Call Reporting
  • Call Scripting
  • Lead Management
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Surveys
  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management
  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management
  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket Management
  • Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customization
  • Voice Mail
  • Canned Responses
  • Customizable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking
  • Call Monitoring
  • Call Recording
  • Call Results
  • Call Transfer
  • Callback Scheduling
  • Campaign Specific Caller ID
  • Contact Management
  • FCC Compliance
  • FTC Compliance
  • Lead Capture
  • Lead Management
  • Auto Dialer
  • Call Center Management
  • Call Monitoring
  • Contact Management
  • Inbound Reporting
  • IVR / Voice Recognition
  • Outbound Reporting
  • Predictive Dialer
  • Telemarketing Management
  • Voice & Data Integration
  • VoIP
  • Call Parking
  • Call Recording
  • Contact Management
  • Encryption
  • IVR / Voice Recognition
  • Ring Groups
  • SIP Trunking
  • Unified Communications
  • Voice Quality Enhancement

PureCloud Reviews Recently Reviewed!


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.

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.

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.

Capterra loader

99% Sunny and Hot with the odd occasional downpour

Nov 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.

Cons: The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.

Overall: The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.

Genesys service & product review

Feb 01, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Pros:

Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank,

We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.

Cons: Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so,

The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants.

The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand

Overall: Its providing and outsourced to the bank which we can rollout new call centre very quickly

PureCloud - Great for OmniChannel, but not Voice

Feb 08, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Genesys PureCloud offers some great ways to streamline and modernize your Call Center and its performance. The ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer, along with opening new revenue paths (whether it be Customer Satisfaction or new Sales Opportunities) for your company. To have all this without having to have an on premise environment is amazing!

Cons: Unfortunately, there is one major hurdle when it comes to Genesys PureCloud. If a customer is using a voice channel to reach your call center, there are some limitations. Currently, PureCloud does not allow for Spoken IVR. So, if your company has one main phone line that houses all the support for all the products and services it offers, the customer can't just speak the word or phrase that best describes the services they need and get routed to the right agent/department. The only option for the customer is to go through a list of options in a phone menu and wait until it offers the option they need and press the corresponding number. For our company, that would mean 50-100 different menu items! If this is a must, then PureEngage is the way to go!

Overall: It is an overall great new system, in which I know in time will only get better! Even though Spoken IVR is not available right now, I know it will be in the future. Once it is in place, the PureCloud will be impossible to beat!

Not a bad product, but not easy

Apr 07, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Great soft phone support, very tweakable, phone logs are easy to access for every call you don't have to dig for them. It's very customizable. Great for call centers.

Cons: Here are the biggest issues, unlike Cisco hard phones and soft phones are totally separate in how they integrate with the system. You can't run a hard phone and a sip phone and have them both ring. This also means that sharing lines is difficult for users like executive receptionists who deals with some executives on soft and some on hard phones. The phone tree has a few glitches to be aware of, and is difficult to learn so mistakes are inevitable if you make changes in house. Biggest issue is that the soft phone does not automatically change network adapters when connecting to a VPN. This is a big pain point for users who have to constantly switch SIP settings on their toolbar every time they move about.

Overall: It's more powerful than our Cisco system but we've had much more administrative overhead. A phone should be a phone and software based phones aren't reliable

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.

Genesys PureCloud review

Feb 03, 2019
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The Ultimate Security Control, High Availability, Business Continuity & System Flexibility. such as managing the workgroups & locations for different lines of business & modules using single interface. compatibility with most CRM apps & workforce management systems, live-time system, workgroup & user reporting & forecasting.

Cons: Knowledge base & FAQ does not cover all software features, real time dashboards needs more developments & hotfixes including social media & web chat features (looking forward for the new software upgrade that will fix most of this issues).

Overall: Maximum utilization of manpower productivity. atomizing the contact center workflow & saving supervision cost.

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.

Actively enhanced platform

Nov 14, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The platform is actively updated with new features and fixes, this has allowed us to make constant revisions and refinements to our contact centers flows and scripts. As we've learned more about the platform and new features have been released we've found almost limitless possibilities to reduce handle time and increase the customer experience.

Cons: It's difficult to adjust to working on a platform that is largely troubleshot by the team's that developed the platform vs. having physical devices on site that you can troubleshoot on your own. The biggest issue with this is support can be lacking at times and very tedious to work with.

Overall: Purecloud is a solid platform with limitless functionality. It's great to learn on from an entry level admin standpoint and even better to work on as you continue to learn.

Not a Big Fan

Sep 05, 2018
3/5
Overall

2 / 5
Ease of Use

2 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

Overall: 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.

Vendor Response

by Genesys on September 06, 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

Capterra loader

Empowerment via PureCloud

May 17, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: What we like most is capability of PureCloud for each agent. Agents are empowered to swiftly adapt to any given situation with full control over which conduit they are making or receiving interactions through.

Cons: The billing spectrum lacks flexibility.

Overall: PureCloud enables us to ascend over some of the issues we've had in the past. Now, our agents can easily switch between phones; if there are phone outages or internet outages, they can choose the option that works best for them, whether a managed, remote, or mobile phone. This makes for an experience with much more control and empowerment for each individual utilizing the application. Also, because PureCloud is so mobile, our remote operators have been able to handle incoming calls with merely a tablet and mobile. This has helped us greatly. Finally, our average speed of answer was significantly improved. We can answer more calls now in the same amount of time, saving time and improving the bottom-line.

Great experiencwe

Apr 22, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Full of possibilities without the need of knowledge or previous experience.

Cons: Platform Availability. We have not suffered service falls in three years

Overall: I started three years ago the digital transformation of one of the first four Spanish telephony operators, in these years of work we have integrated customer CRM , conducted outgoing campaigns, quality surveys, voice recognition In the IVR, improving the client's experience and that of the agents in charge of customer service.

Process automation and technical testing.

It has allowed me to grow professionally and improve costumer experience .

Capterra loader

Purecloud 3 years later

Nov 06, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

1 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: It's constantly evolving and providing new features.

Cons: It's an expensive product that struggles with concurrent licensing models and mixed license types.

Overall: We have brought onboard a number of our store locations to centralize the customers experience and let the store locations get back to what they do best, service the customers that are on-site. The scalability and the multi-channel options allows us to try different strategies and change to what our customers need from us, without having to bring on a new application or have multiple applications.

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 our company 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

PureCloud Review

Mar 26, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: PureCloud is a great product, very agile and innovative and love the "almost" cloud based architecture

Cons: The local product support and channel in Africa is lacking......or Genesys have not exposed this to us. Very frustrating having to deal with an offshore direct relationship in EMEA

Capterra loader

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

Contact centre gold

Feb 13, 2019
4/5
Overall

4 / 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: The software is intuitive and there is little to learn if you have some experience in contact centre solutions.

Cons: A few custom reports are not yet available.

Overall: Having viability of incoming calls agent status and good reporting tools comes out of the box with Purecloud.

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.

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.

Genesys Purecloud

Nov 19, 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: I recently started working at a financial institution that uses the Genesys platform for dialing campaigns. The ease of setting up predictive campaigns and reporting was very helpful to my team. Adding call scripts for collectors was a help for their outbound calls.

Cons: Setting up outbound message campaigns was a bit of a challenge and took longer than anticipated. I think this will get easier the mire it is used

Overall: We are able to connect with more customers and leave more messages using this platform

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.

Genesys PureCloud rev

Aug 03, 2019
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: Simple out of the box solution that could provide me with many tools while minimizing our operational costs

Cons: Initially it wasn't as advanced as it is now

PureCloud Review

Nov 21, 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: 8.0/10 Not
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Pros: PureCloud allow you to make your call flows as simple or complex as you need.

Cons: Being cloud based means that access to internal resources can be challenging.

Overall: We are serving over 150 different customers from a single call flow, this includes announcements specific to the customer as well as customized agent scripts for each customer.

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

Nov 27, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Great to make changes on the go, and for users working at home.

Cons: Pricing is a bit too high for small organizations.

Capterra loader

Genesys Cloud Solution

Feb 11, 2019
3/5
Overall

2 / 5
Ease of Use

2 / 5
Features & Functionality

2 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I really like the pure cloud solution when it's started to apply on Social Messaging Server where social media drivers' installation and updates managed by Genesys Pure Cloud. That gives us less responsibility on that and keeping the system more up-to-date.

Cons: For my point of view, It's not started the business as Genesys expected. More of them are still want it to use Pure Engage solution. The reason of this, actually customers don't trust cloud solution, so in order to get more customer attention and gaining their trust, they have to offer relative prices and more secure and trusted connections.

Overall: As said we only have social messaging server running on socialanalytics.genesyscloud.com and most of the time they're having maintenance and we're having problems on social media channels accordingly.

Lacks some basic functionality

May 16, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: There's some great features, such as calendar planning and the vast array of data you can view in the timeline side by side.

Cons: The software lacks basic functionality such as 'copy + paste', multi-layer schedules and name search.

Overall: I've been using the software for 7 months now, having previously been using other planning software for 3 years. There's a few aspects that are great as previously mentioned, but the lack of basic functionality far outweighs the pros in my opinion.

EXCELLENT TOOL!

Jul 16, 2019
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: It gives us the ability to "phone a friend" when we need help

Cons: I really don't know of any cons of this software

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 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.

Digitization

Feb 12, 2019
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: Amazing integration with several applications like salesforce, chat bot, emails, whats app

Cons: Need continues today mpronent on Dashboard Application.... it is not reflecting the new age look and feel.... may it has so many functionalities but look and feel is still old in business manager..,

Application for iPad also need to improve... like in single window all schemes should be visible

Overall: Very good

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

The best cloud solution for CTI

Feb 19, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to implement.

Easy to use.

Complete control on all administration features

All-in-one solution

Cons: For sure reporting and live monitoring has room to emprovements.

Overall: Very good choice in substitution of Genesys standard CTI solution

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.

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!

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.

All in one Customer Experience

Feb 07, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: All in one solution with easy implementation and easy configuration and it takes little time to go live.

Cons: Trupolsooting and the reporting is the least thing that needs to be more advanced in purecloud

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

Customizable Call Center

Mar 20, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Opens up multiple lines of communication across the business, allowing for easy communication between employees. Many call center tools, including recording calls, and quick customization of inbound call flow. The help center is also very extensive, I was able to find everything I was looking for when customizing our setup.

Cons: In the browser, Purecloud will occasionally stop accepting input from any microphone, regardless of how the settings are configured. The only fix I have found for this problem was to delete the cache and cookies from my browser. Purecloud browser was also unable to accept sound input from any device including the built in microphone on an Mac laptop.

Amazing capabilities, some growing pains in support

Nov 19, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intuitive to use, powerful capabilities with built-in worforce management (scheduling) and quality management.

Cons: The implementation was a little bumpy and the support has been lackluster. We decided to start working with Inflow for support and that has been a very good decision.

Overall: Overall 4/5 stars, due to the support challenges.

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.

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.

Great VoIP Solution for Medium Sized Company

Feb 06, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Has lots of features including call recording, call forwarding, internal instant messaging and a very nice, easy to navigate layout.

Cons: Requires quite a bit of internal implementation.

Overall: Great voice quality, and ease of use. Would recommend.

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 a great start

Jan 04, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: - Layout, very nice to look at and relatively user friendly

- Combination of staffing outlook when viewing a timeline

- 'Rollback' feature to reset schedule to a previous date / time

Cons: - Lack of basic functionality such as copy and paste

- Java can be slow to respond

- Little customization available to the user, especially in terms of layout

Overall: Having used the software for 3 months now I am still unhappy with a lot more features than I am happy with. Genesys really need to introduce the 'copy and paste' functionality as this alone makes the software seem behind it's competition.

GENESYS User - Admin

May 13, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: *web base to control emails and phones

*admin capabilities to make changes on call flow, add users, queues set up changes, metrics

*good standard reporting

*application support

Cons: Email search - Unable to search emails by any text or subject

Unable to resign emails

Overall: good service and support. able to fallow online videos and training overall

Genesys at work

May 20, 2019
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: Genesys has allowed us to work in an efficient and proactive way with innovative systems and reports.

Cons: The inability to copy and paste segment types

Overall: A positive one :)

PureCloud allows seamless global routing

Mar 26, 2019
4/5
Overall

5 / 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: Simple user-friendly interface

Drag and drop configuration

Open API for customisation with other systems

Cons: pricing structure can be complex to understand