Genesys Pure Cloud-Pros and Cons

General Information

The Genesys PureCloud solution makes customer relationships simple. Built to handle any channel, the PureCloud platform follows the conversation everywhere—turning calls, email, chats and social comments into a seamless conversation.

PureCloud is built for people and built for change. It has Cloud-based service, its navigation is logical, configurable environment for IT&T managers. Purecloud API is Awesome. The visually appealing design is great and dashboard are easy to read and multiple. Have ability to amend/change the IVR very quickly, up-to-the-second analytics and BI possibilities are limitless

Newer Innovations in the Genesys PureCloud

Genesys PureCloud has easy to build and maintain IVR system, Integrated WFM scheduling
New functionalities every week. Third-party add-ons like InteractionSync by Avtex and to track what my agents are doing are awesome functions
You can take all of our calls and email through the AppExchange app. They Good Developer Forums and User community
Why we use Genesys PureCloud?
Genesys PureCloud have cloud-based service with a native api connection to our CRM system (Salesforce ServiceCloud) which is key to providing our Agents with a consolidated view of all our customers’ interaction history from Phone and Chat that run through Genesys Purecloud, as well as Chat, Email and Social.
Ability to share the same platform with our near shore provider to bring all volume into a single system is a plus. It helps us to have a closer connection with consumers and we are able to use review in real time to reduce our shortcomings. The system integrates well with Microsoft Dynamics 365.
Industry Positive Comments

Positive views about Genesys PureCloud is that tool is user friendly, easy to train use, can build and customize your operation to fit your business. Have a excellent support team, Scale-able and competitive on price. Resource Center is good

Needs Improvement

Some of the customers expect improvement in shortcomings in technical assistance,
Reporting isn’t as great and no option to customize your reports. The email features should also have some flexibility and two-source API documentation is a little confusing

Similar Products in the Industry

Some of the similar search products in the industry are LiveChat, LiveAgent, Freshdesk, Zendesk Chat, LiveZilla, Salesforce Service Cloud, Oracle Service Cloud Zoho Desk LiveHelpNow, , Intercom and Pure Chat