PureCloud

PureCloud

Mobile optimized cloud call center with multichannel routing

4.1/5 (82 reviews)

PureCloud Overview

The industry-first Genesys PureCloud platform was built from the ground up on a microservices multi-tenant cloud architecture, allowing for not only rapid deployment options, but also continuous delivery of new functionality, and unsurpassed scalability and reliability. The Genesys PureCloud platform is an omnichannel contact center and unified communications solution that turns calls, emails, chats, texts and social expressions into a single conversation and seamless customer dialogue. The solution deploys at lightning speed for quick time-to-value and instant scalability.

A contact center infrastructure market leader, Genesys has decades of experience building solutions that embed customer experience (CX) at our core. Up-to-date with industry-standard security certifications, the PureCloud solution ensures interactions seamlessly and securely support customer journeys for companies across the world—with user interfaces in 15 languages (more than any other software as a service (SaaS) customer experience cloud provider on the market).

Enable your customers on all the channels they want to engage on. Leverage actionable real-time data that drives efficiency in the contact center, enables predictive analytics, and results in the delivery of a more personalized customer experience. Built-in workforce management capabilities, a robust speech-enabled IVR, inbound and outbound flows, out-of-the-box integrations with major CRM solutions, and open APIs offer powerful functionality that's packaged in an intuitive, simple user interface. A collaboration and unified communications suite that includes a browser-based softphone, company directory, content management system, video and chat tools, and optional VoIP telephony service rounds out an all-in-one platform for your business. But if you prefer to Bring Your Own Carrier (BYOC), a variety of on-premises cloud deployment models are available. Find your best fit with flexible subscription terms.

Pricing

Starting from
US$75,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, Europe and 5 others, Germany, India, Japan, Latin America, Mexico

Supported Languages

Chinese (Simplified), Chinese (Traditional), Dutch, English, French and 11 others, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Turkish

PureCloud Reviews

Overall rating
4.1/5
80% positive reviews
30
Excellent
36
Very good
10
Average
3
Poor
3
Terrible
Michael S.

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

Used Daily for 1+ year
Reviewed on 2018/04/10
Review Source: Capterra

PureCloud has helped us modernize and improve how we interact with our customers. It has opened new channels to connect with us, and allows us to continue updating and improving the client experience.

For the business, our Agents have a clean interface that lets them focus on the clients, our Supervisors are empowered to monitor and manage their teams, and our Administrators can respond quickly to changing demands.

Pros

The software was easy to configure, but powerful enough to handle significant customization for our groups. Interface is intuitive for our agents, and the features for call routing have allowed us to streamline the call-handling process. We have a half-dozen different teams using the platform, and each has unique features to meet their needs.

As an administrator, changes can be made quickly to almost any aspect of the configuration allowing me to rapidly respond to any requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so.

Further, having a cloud-based service has allowed us to quickly respond to service outages of our internet and phone systems. Situations that might have otherwise stopped operations entirely now require only a brief outage before agents can begin working again in a new location or with new devices.

The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.

Cons

Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find.

Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility, but with significant additional work.

External chat (customer to agent) is currently poor, with a very basic and limited experience. The internal chat is much more feature-rich, but is only used between system users.

Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Teri P.

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

Used Daily for 1+ year
Reviewed on 2017/09/12
Review Source: Capterra

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Chris B.

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

Used Daily for 1+ year
Reviewed on 2017/12/19
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Matthew C.

99% Sunny and Hot with the odd occasional downpour

Used Daily for 6-12 months
Reviewed on 2018/11/15
Review Source: Capterra

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

Genesys service & product review

Used Daily for 2+ years
Reviewed on 2019/02/01
Review Source: Capterra

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

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

PureCloud Pricing

Starting from
US$75,00/month
Pricing options
Free Trial
Subscription
Value for money

PureCloud 1: $75USD per user, per month (annual payment available)

PureCloud 2: $110USD per user, per month (annual payment available)

PureCloud 3: $140USD per user, per month (annual payment available)

PureCloud Features

  • API
  • Activity Dashboard
  • Automatic Notifications
  • Chat
  • Contact History
  • Instant Messaging
  • Monitoring
  • Multi-Channel Communication
  • Real Time Monitoring
  • Reporting & Statistics
  • Third Party Integration

  • CRM Integration
  • Customizable Branding
  • Email Integration
  • Knowledge Base Management
  • Prioritizing
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Workflow Management

Additional information for PureCloud

Key features of PureCloud

  • 3rd Party REST API's
  • Advanced omnichannel routing
  • Bring Your Own Carrier (BYOC) deployment models
  • Business chat
  • Business telephony
  • CRM integrations
  • Call-back
  • Campaign management
  • Co-browsing ans screen share
  • Compliance certifications
  • Graphical scripting
  • Historic Reporting
  • Inbound/outbound blending
  • Integrations marketplace
  • Listen, assist, agent activation
  • Omnichannel agent desktop
  • Omnichannel recording
  • Preview, Progressive, Agentless, and Predictive dialing
  • PureCloud Voice telephony service
  • Quality management
  • Real-time dynamic performance views
  • Recording & quality management
  • Response management
  • SMS text
  • Satisfaction surveys
  • Schedule adherence
  • Scheduled callbacks
  • Script designer
  • Short-term forecasting and scheduling
  • Social channel management
  • Softphone
  • Speech analytics
  • Speech-enabled IVR
  • Unifed communications and collaboration
  • Video conference and desktop sharing
  • Voice and screen recording
  • Web chat, email, SMS
  • Workforce management
  • Wrap-up codes
  • iPad Supervisor app

Benefits

• Call Centers have achieved 571% ROI with the PureCloud solution: Get payback on your investment in less than 3 months.

• Easy to deploy, easy to use: An intuitive interface allows you to set up your account, integrate with the systems you already use, and be up and running on the PureCloud solution today—no complicated setup, and no training needed.

• The power to grow: With any software, you need the power to perform and the foundation to stand the test of time. The PureCloud platform gives you a robust environment architected to grow with you and the needs of your customers.

• Unlimited channel surfing: Built from the start to be omnichannel, PureCloud follows the conversation everywhere—so you always have the data you need to respond quickly. Wherever customers message you, we’ve got you covered.

• Work better as a team: Bring your team together across channels. With every part of the customer conversation in one place, you can create a lasting depth of collaboration and clarity that brings people closer together.

• Uncover trends in customer data: When you have all the information, you can approach customers with empathy and understanding. PureCloud helps you capture and trend data, giving you insight to make human decisions that impact your business.

• Anticipate future needs: No one can predict the future. But with scalable software, rapidly evolving technology and real-time data analysis, rest easy knowing you can anticipate consumer trends and be ready for technology changes to come.

• Total transparency: In the fast-paced world of customer support, the last thing you need is for your contact centre software to fail. We’re here to make sure that never happens. The PureCloud team is committed to performance transparency. That’s why we provide straight-forward SLAs and a public facing status page with live updates and proactive notifications.

PureCloud FAQs

Below are some frequently asked questions for PureCloud.

Q. What type of pricing plans does PureCloud offer?

PureCloud offers the following pricing plans:

Starting from: US$75,00/month

Pricing model: Subscription

Free Trial: Available

PureCloud 1: $75USD per user, per month (annual payment available)

PureCloud 2: $110USD per user, per month (annual payment available)

PureCloud 3: $140USD per user, per month (annual payment available)

Q. What are the main features of PureCloud?

PureCloud offers the following features:

  • 3rd Party REST API's
  • Advanced omnichannel routing
  • Bring Your Own Carrier (BYOC) deployment models
  • Business chat
  • Business telephony
  • CRM integrations
  • Call-back
  • Campaign management
  • Co-browsing ans screen share
  • Compliance certifications
  • Graphical scripting
  • Historic Reporting
  • Inbound/outbound blending
  • Integrations marketplace
  • Listen, assist, agent activation
  • Omnichannel agent desktop
  • Omnichannel recording
  • Preview, Progressive, Agentless, and Predictive dialing
  • PureCloud Voice telephony service
  • Quality management
  • Real-time dynamic performance views
  • Recording & quality management
  • Response management
  • SMS text
  • Satisfaction surveys
  • Schedule adherence
  • Scheduled callbacks
  • Script designer
  • Short-term forecasting and scheduling
  • Social channel management
  • Softphone
  • Speech analytics
  • Speech-enabled IVR
  • Unifed communications and collaboration
  • Video conference and desktop sharing
  • Voice and screen recording
  • Web chat, email, SMS
  • Workforce management
  • Wrap-up codes
  • iPad Supervisor app

Q. Who are the typical users of PureCloud?

PureCloud has the following typical customers:

Large Enterprises, Mid Size Business, Small Business

Q. What languages does PureCloud support?

PureCloud supports the following languages:

Chinese (Simplified), Chinese (Traditional), Dutch, English, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Turkish

Q. What type of pricing plans does PureCloud offer?

PureCloud has the following pricing plans:

Subscription

Q. Does PureCloud support mobile devices?

PureCloud supports the following devices:

Android, iPhone, iPad

Q. What other apps does PureCloud integrate with?

PureCloud integrates with the following applications:

Gong.io, Microsoft Azure, Microsoft Dynamics CRM, OneLogin, Pivotal Tracker, UserVoice, Zendesk, Zendesk, livepro, nGAGEMENT

Q. What level of support does PureCloud offer?

PureCloud offers the following support options:

Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials