PureCloud is a cloud call center that provides modern customer engagement solutions for a complete customer experience. The all-in-one platform offers supervisors and agents a consistent experience through multi-channel routing. Seamless omnichannel capabilities connect and engage with customers wherever, and whenever, letting customers contact organizations via channel of choice.
With the solution’s visual, intuitive interface, users can create IVR flows and add new capabilities with minimal IT involvement. Built-in call scripting enables users to create real-time guide for agents, right into the core of the contact center application. Users can set up dynamic prompts, data, and suggestions that help speed up the resolution process while collecting and updating customer information along the way.
Users can monitor and respond to social media hubs through the solution’s social channel management feature, as well as configure search filters, and queue routing through an easy admin form. PreCloud feature-rich platform also includes speech-enabled IVR, recording and quality management, and outbound campaigns. Workforce optimization features include voice recording, quality evaluations, satisfaction surveys, and speech analysis.
Managers can get deep insight into performance and processes with reporting and analytics. Supervisors and agents can better understand and analyze contact center performance with access to key insights in a single view. The solution supports compliance with legal and regulatory requirements that protect the business. PureCloud integrates with CRM and other IT solutions, and keeps systems in sync with bi-directional data flow.
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.
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.
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.
Likelihood to recommend
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.
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.
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.
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.
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.
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.
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.
Likelihood to recommend
User interface is easy to understand. I also like the level of detail that is offered on the reports.
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.
Below are some frequently asked questions for PureCloud by Genesys.
PureCloud by Genesys offers the following pricing plans:
Starting from: $99/month
Pricing model: Subscription
Free Trial: Available
PureCloud 1: $69.99USD per user, per month (annual payment available)
PureCloud 2: $99.99USD per user, per month (annual payment available)
PureCloud 3: $129.99USD per user, per month (annual payment available)
PureCloud by Genesys offers the following features:
PureCloud by Genesys has the following typical customers:
Mid Size Business, Small Business
PureCloud by Genesys supports the following languages:
PureCloud by Genesys has the following pricing plans:
PureCloud by Genesys supports the following devices:
Android, iPhone, iPad
PureCloud by Genesys integrates with the following applications:
Microsoft Dynamics CRM, Salesforce Service Cloud, Zendesk
PureCloud by Genesys offers the following support options:
Online Support, Phone Support