Genesys Pure Cloud Contact Center-Pros and Cons

General Information
Genesys Pure Cloud is a very competitive solution offered to meet the highest expectation of the customers. The features of Pure Cloud are Blended Call Center, Interactive Voice Response (IVR), Progressive Dialer, Campaign Management, Manual Dialer and Queue Management. The various other features are Escalation Management, Gamification, Multi-Channel Data Collection, Self Service Portal and Complaint Monitoring.
Newer Innovations in the Genesys Pure Cloud
Genesys Pure Cloud new version supports features like built-in integrations and open APIs, uses the secure cloud capabilities of Amazon Web Services, Real-time and historical information, group chat, and conferencing, and desktop sharing. The Omnichannel Customer, Powerful All-in-One Cloud Platform, Setup IVR data dipping, telephony application and Automated Attendant (Architect) are the other main product features.
Why we use Genesys Pure Cloud
With Genesys Pure cloud, we get all-in-one cloud contact center solution and a single tool that handles all communications. It uses the latest digital and AI innovations. It maintains strong encryption with high-security standards.
Industry positive comments
Some of the positive feedbacks are it’s a good solution for any sized company. It is extremely easy to deploy and requires very less time. It is easy to add new customer service locations and users to the application. It allows you to listen to voicemails. It has an excellent support team is always ready to assist.
Needs Improvement
Genesys Pure Cloud needs to improve documentation needs to improve the NLM and speech capabilities of the IVR. Inability to Add/Remove Queues at Times. It needs outbound call filtering/blacklist settings. It needs more options for supporting networking issues.
Similar Products in the industry
Some of the similar search products in the industry are Genesys Pure Engage, Genesys Pure Connect, TalkDesk, NICEin Contact, UJET, Aspect Workforce Management, Avaya Aura, Fuze, SAP Contact Center, CallMiner Eureka.

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