Genesys PureCloud Reviews

Pros

Whats really useful is being able to pop out a small window which makes it much more convenient to keep using it while working in other apps.

Cons

At times, the headphones can be tricky to connect and every now and then they disconnect in the middle of a call.

Pros

Its interactive layout for listening to calls while reading the transcript is a useful part of the platform.

Cons

There are still malfunction issues with screen capture and the transcript which can be frustrating.

Pros

Running Genesys has been a real plus for our remote team. It connects well with other systems and helps keep costs lower since we don't have to spend as much time or money on IT maintenance. On top of that the feature set is impressive and gives us a lot to work with.

Cons

Even with all its strengths, this platform does come with a few drawbacks. There can be a learning curve when it comes to using the more advanced tools or building customized workflows. Its integration capabilities are strong but connecting with third party systems can still be complicated or somewhat restricted at times. For smaller businesses, the subscription pricing and extra costs for premium features may feel a little expensive. There have also been occasional bugs or periods of downtime that can interrupt operations and support for non urgent issues is not always as fast as expected.

Pros

There's a lot to appreciate in the overall feature set especially the built in mute button and the level of detail it provides. For example, when we're in the queue, we can check who else is waiting, how long they've been there and which team they belong to. Once you get familiar with everything it offers, the system becomes quite simple to work with.

Cons

One frustrating part is that calls seem to be assigned randomly instead of following a first come, first served order while in the queue. On top of that the navigation can be hard to deal with at first since some important buttons are very small and take a while to locate especially for someone who is new to the platform.

Pros

Transferring calls to other colleagues is pretty smooth and I also appreciate having the on screen dialpad available.

Cons

As someone new to the system, it can feel a bit overwhelming at first.

Pros

Using this for customer communication through calls and emails has been the best option for us so far.

Cons

Sometimes, it takes a bit longer than expected to load customer files.

Pros

Honestly, there's nothing positive I can point to. The phones depend entirely on the internet and they've been causing problems right from the beginning.

Cons

Reliability has been a constant issue. The vendor is at our site almost every week yet the problems still never seem to get fixed.

Pros

Getting this up and running was quick and easy. It comes with a lot of functionality and the APIs are excellent for integrating with almost any other system.

Cons

The pricing is on the expensive side. It really makes sense to build out a business case first so you can properly assess the ROI and total cost of ownership.

Pros

It gives you a powerful live chat tool that can be integrated into your website, allowing customers to get help quickly.

Cons

Getting it connected to our site was difficult and the documentation didn't provide enough guidance for us.

Pros

Overall, I was able to work with the available functions and get things done.

Cons

There's still room to improve the features and functionality especially for call operators and admin users.

Pros

Right from the start, the interface felt very user friendly so getting comfortable with it didn't take much effort. The implementation process also went more smoothly than expected and wasn't difficult to handle. Compared with the solution we used before, this platform gives us access to more indicators which has been a real advantage. Overall, it's a very capable and powerful omnichannel platform.

Cons

The reporting side still falls short of what we expected especially when it comes to quality monitoring. On top of that the backlog for new developments keeps getting pushed back which has been frustrating.

Pros

Working as a Workforce Management Analyst, I've found this to be a dependable platform for running our team. The AI based forecasting is usually on point which helps us maintain the right staffing levels. Scheduling is handled efficiently and the automation plus self service features cut down a lot of manual work. Its reporting and analytics also give us useful visibility into team performance so sharing metrics with management is much simpler. There's definitely a bit of a learning curve and the integrations could be better but overall it's a trustworthy option for improving workforce management.

Cons

Whats been the most challenging with PureCloud is how much there is to learn, along with how complex customization can get. Even though the platform is packed with strong features, the initial setup can feel like a lot especially for someone new to it. Integration flexibility is another area where it could improve. It works well with major CRMs but we do run into some restrictions when trying to connect it with more niche or specialized tools.

Pros

A lot of the newer functionality is there and the omnichannel capabilities are a strong part of the platform. It also gets regular patch updates which helps keep things current.

Cons

One area that still falls short is advanced outbound dialing. We need reverse priority so the newest contact gets handled first and the system has trouble supporting that properly.

Pros

The forecasting tools are definitely useful and the reporting system is solid and comprehensive.

Cons

At the same time, the applications feel too disconnected from each other, the interface is laggy and it isn't very user friendly.

Pros

There's a very powerful mix of features and applications built into it especially for customer facing solutions.

Cons

Because it offers so much, the platform can be a bit distracting simply because there's so much available.

Pros

Everything works together well which helps customer interactions feel efficient and well coordinated. The built in AI really stands out too, doing a strong job of anticipating customer needs.

Cons

Getting started can feel a little overwhelming. There's a lot to take in and the sheer number of features can be intimidating at first. It's a powerful platform but it definitely comes with a learning curve.

Pros

Bringing several communication channels into one place makes it much simpler to manage our call center team and keep track of customer interactions in real time.

Cons

The chat feature feels quite inflexible and doesn't adapt well to different business requirements.

Pros

Having this as a live platform lets us respond right away in a fast moving environment which is something our previous phone system simply couldn't support. The level of insight it gives us has also been incredibly valuable.

Cons

Some features can still be difficult to locate although the interface does keep getting better. We've also run into an issue with internal calls between users, where the recording can't be retained.

Pros

Running a contact center with hundreds of queues is no small task and Genesys has given us a much better way to manage that complexity without driving up costs. It provides the tools we need to keep the business running effectively and since making the switch, we've seen clear improvements in workforce management as well as customer satisfaction.

Cons

Since we rolled out Genesys in 2020, I realize our setup experience was probably more of an exception than the norm but getting the support and training we needed was a real challenge. Because of that, it took longer to fully benefit from such a capable platform and we've had to spend time catching up with updates and restructuring.

Pros

The interface is well designed and the reporting tools are really strong. Its IVR capabilities are also impressive and the compliance features add a lot of value.

Cons

Workforce engagement and management solutions still need improvement compared with the rest of the platform.