Genesys PureCloud

Genesys PureCloud

La solución “todo en uno” para contact centers en la nube Conecte el teléfono, el correo electrónico, el chat y las redes sociales a través de una herramienta fácil de usar.

4.1/5 (77 reviews)

Genesys PureCloud Overview

La plataforma Genesys PureCloud, pionera del sector, se construyó desde cero en una arquitectura de nube de varios inquilinos y microservicios, lo cual permite no solo opciones de despliegue rápido, sino también la entrega continua de nuevas funcionalidades y escalabilidad y confiabilidad sin igual. La plataforma Genesys PureCloud es un centro de contacto omnicanal y una solución de comunicación unificada que convierte llamadas, correos electrónicos, chats, textos y expresiones sociales en una sola conversación y un diálogo perfecto con el cliente. La solución se implementa a la velocidad de la luz para lograr una escalabilidad que valga el tiempo y sea instantánea.

Como líder del mercado de infraestructura de centros de contacto, Genesys tiene décadas de experiencia en la creación de soluciones que incorporan la experiencia del cliente (CX) en su esencia. La solución PureCloud, actualizada con las certificaciones de seguridad estándar del sector, garantiza interacciones sin problemas y de forma segura y compatible con los trayectos de los clientes para empresas de todo el mundo, con interfaces de usuario en 15 idiomas (más que cualquier otra experiencia de cliente de proveedor de software como servicio (SaaS) de la nube en el mercado).

Habilita a tus clientes en todos los canales en los que quieran participar. Aprovecha los datos procesables en tiempo real que impulsan la eficiencia en el centro de contacto, permite el análisis predictivo y da como resultado la entrega de una experiencia del cliente más personalizada. Las capacidades integradas de administración de la fuerza laboral, un IVR de voz robusto, flujos entrantes y salientes, integraciones listas para usar con las principales soluciones de CRM y API abiertas ofrecen una funcionalidad poderosa que está empaquetada en una interfaz de usuario sencilla e intuitiva. Una suite de colaboración y comunicación unificada que incluye un softphone basado en el navegador, un directorio de empresas, un sistema de gestión de contenidos, herramientas de video y chat y un servicio de telefonía VoIP opcional completa una plataforma integral para tu empresa. Pero si prefieres Bring Your Own Carrier (BYOC), hay disponibles una variedad de modelos de implementación locales en la nube. Encuentra tu mejor opción con términos de suscripción flexibles.

Pricing

Starting from
USD 75.00/month
Pricing options
Free Trial
Suscripción
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brasil, Canadá, Europa and 5 others, Alemania, India, Japón, Latinoamérica, México

Supported Languages

Chino (simplificado), Chino (tradicional), Neerlandés, Inglés, Francés and 11 others, Alemán, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Español, Sueco, Tailandés, Turco

Genesys PureCloud Reviews

Overall rating
4.1/5
82% positive reviews
27
Excellent
36
Very good
9
Average
2
Poor
3
Terrible
Michael S.
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Effective, easy to configure software for mid-sized contact centres

Used Daily for 1+ year
Reviewed on 10/4/2018
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.
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PureCloud is easy to navigate and I appreciate that there are continuous improvements being made.

Used Daily for 1+ year
Reviewed on 12/9/2017
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.
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The Purecloud platform has assisted us in revolutionizing the way we do business.

Used Daily for 1+ year
Reviewed on 19/12/2017
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.
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99% Sunny and Hot with the odd occasional downpour

Used Daily for 6-12 months
Reviewed on 15/11/2018
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
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Genesys service & product review

Used Daily for 2+ years
Reviewed on 1/2/2019
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

Genesys PureCloud Pricing

Starting from
USD 75.00/month
Pricing options
Free Trial
Suscripción
Value for money

PureCloud 1: 60 € por usuario, por mes (cuota mensual o anual)

PureCloud 1: 88€ por usuario, por mes (cuota mensual o anual)

PureCloud 1: 112 € por usuario, por mes (cuota mensual o anual)

Genesys PureCloud Features

  • API
  • Chat
  • Comunicación multicanal
  • Creación de informes y estadísticas
  • Historial de contactos
  • Integración de terceros
  • Mensajería instantánea
  • Notificaciones automáticas
  • Panel de actividades
  • Supervisión
  • Supervisión en tiempo real

  • Base de conocimientos
  • Creación de marca personalizable
  • Encuestas y comentarios
  • Gestión de flujos de trabajo
  • Gestión de tickets
  • Integración de CRM
  • Integración de correo electrónico
  • Integración de redes sociales
  • Priorización

Additional information for Genesys PureCloud

Key features of Genesys PureCloud

Benefits

• Los centros de llamadas han logrado un 571% de retorno de la inversión con la solución PureCloud: obtenga un reembolso de su inversión en menos de 3 meses.

• Fácil de implementar, fácil de usar: una interfaz intuitiva le permite configurar su cuenta, integrarse con los sistemas que ya usa y estar operativo en la solución PureCloud hoy en día, sin configuración complicada ni capacitación necesaria.

• El poder para crecer: con cualquier software, necesita el poder para realizar y la base para resistir la prueba del tiempo. La plataforma PureCloud le brinda un entorno robusto diseñado para crecer con usted y las necesidades de sus clientes.

• Navegación por canales ilimitados: creado desde el principio para ser omnicanal, PureCloud sigue la conversación en todas partes, para que siempre tenga los datos que necesita para responder rápidamente. Donde sea que los clientes te envíen un mensaje, tenemos cubierto.

• Trabaje mejor en equipo: reúna a su equipo a través de los canales. Con cada parte de la conversación del cliente en un solo lugar, puede crear una profundidad duradera de colaboración y claridad que une a las personas.

• Descubra tendencias en los datos de clientes: cuando tiene toda la información, puede acercarse a los clientes con empatía y comprensión. PureCloud lo ayuda a capturar y mostrar datos de tendencias, brindándole información para tomar decisiones humanas que impactan su negocio.

• Anticipe las necesidades futuras: nadie puede predecir el futuro. Pero con el software escalable, la tecnología de rápida evolución y el análisis de datos en tiempo real, puede estar tranquilo sabiendo que puede anticipar las tendencias de los consumidores y estar preparado para los cambios tecnológicos que se avecinan.

• Transparencia total: en el acelerado mundo de la atención al cliente, lo último que necesita es que el software de su centro de contacto falle. Estamos aquí para asegurarnos de que eso nunca suceda. El equipo de PureCloud está comprometido con la transparencia del rendimiento. Es por eso que proporcionamos SLA directos y una página de estado de cara al público con actualizaciones en vivo y notificaciones proactivas.

Genesys PureCloud FAQs

Below are some frequently asked questions for Genesys PureCloud.

Q. What type of pricing plans does Genesys PureCloud offer?

Genesys PureCloud offers the following pricing plans:

Starting from: USD 75.00/month

Pricing model: Suscripción

Free Trial: Disponible

PureCloud 1: 60 € por usuario, por mes (cuota mensual o anual)

PureCloud 1: 88€ por usuario, por mes (cuota mensual o anual)

PureCloud 1: 112 € por usuario, por mes (cuota mensual o anual)

Q. What are the main features of Genesys PureCloud?

We do not have any information about Genesys PureCloud features

Q. Who are the typical users of Genesys PureCloud?

Genesys PureCloud has the following typical customers:

Empresas Grandes, Empresas medianas, Empresas pequeñas

Q. What languages does Genesys PureCloud support?

Genesys PureCloud supports the following languages:

Chino (simplificado), Chino (tradicional), Neerlandés, Inglés, Francés, Alemán, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Español, Sueco, Tailandés, Turco

Q. What type of pricing plans does Genesys PureCloud offer?

Genesys PureCloud has the following pricing plans:

Suscripción

Q. Does Genesys PureCloud support mobile devices?

Genesys PureCloud supports the following devices:

Android, iPhone, iPad

Q. What other apps does Genesys PureCloud integrate with?

Genesys PureCloud integrates with the following applications:

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

Q. What level of support does Genesys PureCloud offer?

Genesys PureCloud offers the following support options:

Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo