Genesys PureCloud
Last Updated
Overview
Genesys PureCloud is a premier, all-in-one cloud contact center solution designed to unify customer and agent experiences across every channel. While the platform may pose navigation complexity, necessitating training and guidance for new users, it features AI-Powered Experience Orchestration and Real-Time Interaction Management, ensuring customers get top-notch services.
Genesys PureCloud Specifications
- Call Recording
- Call Monitoring
- Call Reporting And Analytics
- CRM Integration
Genesys PureCloud Features
Predictive AI Routing
Genesys uses machine learning to match each customer with the best available agent based on the customer’s intent and the agent’s specific skills and past performance. This optimizes the "human connection," significantly improving first-call resolution rates and overall customer satisfaction.
Native Workforce Engagement (WEM)
The platform includes built-in tools for resource management, quality monitoring, and agent coaching. This allows supervisors to forecast staffing needs, record calls for compliance, and provide real-time feedback within the same application, ensuring the workforce remains efficient and highly motivated.
Experience Orchestration
This advanced feature allows businesses to design and automate complex customer journeys across all touchpoints. By using AI to listen and learn from every interaction, the system can proactively offer help or move a customer to a live agent before a problem escalates.
Pros And Cons of Genesys PureCloud
Pros
Powerful, built-in AI capabilities for routing and automation
Scalable for thousands of agents across multiple global regions
Strong focus on agent well-being through integrated gamification and WEM
Cons
Navigation complexity may be faced by new users
Interface can be improved further for improved customer experience
Genesys PureCloud Reviews
Total 42 reviews
4
All reviews are from verified customers
Rating Distribution
5
Stars43%
4
Stars29%
3
Stars21%
2
Stars2%
1
Stars5%
Share your experience
Insurance, 500+ employees
Less than 6 months
“limited API options”
Pros
Working with this has been horrible ever since the company has decided to roll it out across the entire organization.
Cons
From the standpoint of someone who works with the data, the API options are pretty limited and the data it returns comes back in inconsistent formats.
Rating Distribution
Ease of use
1
Value for money
2
Customer Support
1
Functionality
1
Hospital & Health Care, 51-100 employees
Less than 6 months
“Solid contact center toolkit”
Pros
Having call management, live chat, email and other omnichannel tools all in one place makes this platform really practical for handling customer interactions. The different features work together well, the interface feels user friendly and the security is solid. On top of that the reporting and analytics offer useful insights that help improve customer service over time.
Cons
Because the platform includes such a broad set of features, it does take some time to learn. Certain advanced configuration settings can be fairly complex and occasional updates or small bugs may mean a bit of troubleshooting. The pricing can also feel high compared with some other options especially for smaller businesses.
Rating Distribution
Ease of use
7
Value for money
7
Customer Support
7
Functionality
9
Automotive, 51-100 employees
Free Trial
“reliable for high volume support”
Pros
Handling a large volume of customer interactions has been pretty easy with PureCloud. We connected it to our CRM and it fits our setup well enough for what we need. The auto assignment feature has also been really helpful especially with a team of around 50 people.
Cons
It's not a major issue but I do wish the reporting tools were a bit easier. It took some time to understand how to build custom dashboards and exporting data for our finance team can be a little frustrating. Even so, it's a small downside in an otherwise solid product.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
9
Frequently Asked Questions
What language does Genesys PureCloud support?
Genesys PureCloud software supports multiple languages.
Does Genesys PureCloud offer an API?
Yes, Genesys PureCloud offers an API.
What types of pricing plans does Genesys PureCloud offer?
Genesys PureCloud price for ‘Named Licence Plan’ starts with Genesys Cloud CX 1 at $75/user/month, Genesys Cloud CX 2 at $115/user/month, Genesys Cloud CX 3 at $155/user/month and Genesys Cloud CX 4 at $240/user/month. Whereas the ‘Concurrent Licence’ starts at $110/user/month, going up to $360/user/month (billed annually). Get a detailed Genesys PureCloud cost breakdown tailored to your specific requirements.
Who are the typical users of Genesys PureCloud?
Genesys PureCloud features are used by contact centers, customer support, and sales departments.
Does Genesys PureCloud have a mobile app?
Yes, Genesys PureCloud does offer a dedicated mobile app.
What level of support does Genesys PureCloud offer?
Genesys PureCloud offers support via blogs, webinars, guides and relevant documentation.
What other apps does Genesys PureCloud integrate with?
The software supports integration with CRM systems, phone systems, and UCCs.