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Genesys PureCloud Review

Genesys PureCloud
Our score: 9.0 User satisfaction: 98%

What is Genesys PureCloud?

Genesys PureCloud is an all-in-one cloud-based contact center software built to improve the customer experience. It comes with powerful yet simple functionalities that can streamline contact center operations as well as optimize conversation management. Scalable, quick to set up, and highly adaptable, this platform can easily cater to the needs of small startups, large companies and everything in between.  

Much like the other contact center solutions on the market, PureCloud can simplify the organization, queueing, and routing of customer messages. It even comes with intuitive analytics that generate reports on the highest level summaries to the most granular aspects of your daily operations for in-depth insights into agent performance. However, what really makes it special is its omnichannel communications. 

This platform serves as a single hub for all your customer interactions be it SMS, email, voice call, or even social media messaging. In addition, it allows agents to seamlessly transfer conversations across platforms and still keep track of previous interactions. In this sense, it works more like a CRM than a contact center. 

Another thing that makes Genesys PureCloud unique is its flexibility. It can be scaled up or down to meet the changing demands of customers through its out-of-the-box configurations. It lets you turn certain channels on or off when necessary, set user permissions, or even create gamification rules for your agents. This way, you can control the platform according to your current requirements.

Aside from having an extensive set of features, this mobile-ready platform also supports key integrations, particularly CRM and HR systems. This makes it easier to sync data and streamline operations for you and your agents. 

Lastly, Genesys PureCloud is available at a reasonably competitive rate of $75/agent/month. This includes all essential contact center functionalities and basic integrations. However, it is not inclusive of internal communication and collaboration tools. So, expect extra charges if you want to take advantage of these features.

Overview of Genesys PureCloud Benefits

Unified Communications

Genesys PureCloud consolidates all client communications on a neat, singular interface, regardless if communications come from various customer-facing channels, including social media applications, emails, calls, and even SMS. Its ability to unify all these channels is beneficial for both customer engagement and internal communications, as you can seamlessly leverage screen sharing, video chat, document management, and other tools in-platform as the need arises. 

Furthermore, having full visibility on all customers and their corresponding messages inside an easily accessible platform means your agents can deliver better and faster responses that can yield higher customer satisfaction ratings. 

Seamless Conversation Transfers

Transferring from one communication channel to another is a hassle-free and non-disruptive experience to both agents and their customers. With Genesys PureCloud, you can seamlessly move your client communications on another channel. This means both parties can enjoy an uninterrupted experience where neither of the need to disconnect or drop the conversation. Similarly, all customer records and conversations are transferred over to the new channel, which is a godsend for call center teams that are wary of manual data entry and information consolidation.

Hassle-Free Implementation

Many contact center administrators believe that when it comes to contact center platforms, it’s either you have to build your own or settle with one that offers out-of-the-box functionalities. Genesys PureCloud is proof that you can do both.  

In line with their motto “built for people, built for change,” this platform is built to adapt depending on what their customers require. Users may choose to use it as is without compromising functionality and flexibility. In a similar manner, they may configure it to match their existing workflows without having to worry about spending more than anticipated. And of course, customers may opt to use the platform and simply integrate it with applications to extend its functions as the need arises.

Easier Interaction Routing

As a contact center software, Genesys PureCloud is equipped with great conversation routing functionalities. Be it texts, messages on social media, emails, or calls, this platform will allow you to prioritize, queue, and delegate incoming customer messages to the right agents. This way, you and your team no longer have to worry about overlooking messages or passing conversations to other agents. 

Better Operational Documentation

Customer service is continually evolving. To keep up with it, you must understand how you can improve your processes and the only way to do this is by documenting your performance. This is why Genesys PureCloud comes with tools such as call recording, call listening, quality evaluation, and speech analytics. 

These tools are great for analyzing and grading how well your agents are interacting with clients. It can give you an idea of what aspects of your process you should be improving. In case the abovementioned is not enough, it also offers advanced reporting options that track response times and call durations, so you can do a more granular approach to operational documentation. 

Simplified Workforce Management 

Clients and prospective customers may contact you at any given time. So, you have to make sure that there are agents ready to accommodate them. However, managing schedules can get quite complicated, especially during unforeseen absences, To help you out, Genesys PureCloud comes with a workforce management module where you can track historic schedule adherence, check time-off requests, as well as perform manual schedule creation. 

More Collaborative Workforce

Customer inquiries are answered and problems are resolved faster when agents collaborate. So, Genesys PureCloud comes with built-in collaboration and internal communication functionalities to help you optimize your operations. With it, you can utilize a cloud IP PBX as well as facilitate audio conferences, webchat, desktop sharing, videocalls, and voicemails. Moreover, you can support desktop sharing and file sharing for easier relaying of instructions. 

With these functionalities in one convenient hub, you wouldn’t have to worry about relying on separate systems for your agents’ collaborative efforts. 

Improved Security

Many companies are often apprehensive of using cloud-based software because of the security risks that they pose. For instance, it can make your data vulnerable to viruses, hacking, and other cyber threats. To resolve this problem, Genesys PureCloud is equipped with security tools such as data encryption and SSO options. Also, it comes with GDPR compliance, HIPAA compliance, PCI DSS – Secure IVR, and PCI DSS – Secure Pause tools. This way, you can completely safeguard your company and client data. 

Streamlined Operations

Last but not least, Genesys PureCloud allows you to streamline your entire operations by adapting to different software ecosystems. It comes with pre-built CRM integrations that are easy to deploy and configure. These also allow you to present information to your agents in scripts or act on data straight from your CRM system or other third-party applications that store data. Furthermore, this platform allows users to work directly on your existing CRM interface for your convenience. 

Aside from CRM integrations, it also supports HR applications. All you’ll have to do is sync your user profiles with your HR systems, Active Directory, or any SQL database. This way, the software can automatically sync bidirectional data between the systems and the PureCloud platform.  

Overview of Genesys PureCloud Features

  • ACD
  • Speech-Enabled IVR
  • Outbound Dialing 
  • Outbound Campaigns
  • Graphical Scripting
  • Workforce Management
  • Recordings 
  • Quality Evaluations
  • Speech Analytics
  • Supervisory Actions 
  • Reporting and Analytics
  • PureCloud for Altocloud
  • Data Integrations
  • User Profile Integrations
  • Native Mobile Apps
  • GDPR Compliance
  • HIPAA Compliance
  • PCI-DSS – Secure IVR
  • Audio Conferencing
  • Call Recording
  • Chat
  • Cloud IP PBX
  • Desktop Sharing
  • Directory
  • File Sharing
  • Group Ring, Hunt Groups
  • Inbound and Outbound Faxing
  • Unified Inbox
  • Video Calling 
  • Voicemail
  • WebRTC Softphone

What Problems Will Genesys PureCloud Solve?

Problem #1: The Software Can’t Keep Up with Modern Trends

Solution: Every day, the customer service demands of modern consumers change. So, many organizations find themselves stuck with aging call center technologies that simply can’t adapt to the emerging trends in the industry.  

Genesys PureCloud offers a flexible and agile infrastructure that lets it keep up with the changing times. It allows users to turn functionalities or channels on or off depending on their needs. Moreover, it can be configured to change call trees, IVR flows, workforce scheduling, and quality management. This way, you can adjust your engagement strategies with just a few clicks of a button. 

Problem #2: Scattered Teams within the Company

Solution: Having a disorganized team can be costly. Just imagine the missed opportunities every time an agent couldn’t reach the right people to answer a customer’s question. 

To help you streamline your team, Genesys PureCloud comes with built-in collaboration and communication tools. With these, agents can reach out across teams and break down silos between the contact center and the other departments of your business. This means better access to expertise, faster resolution, and improved customer experiences. 

What’s more is with your internal and external communications in one interface, you can optimize workflows for your agents. Thus, they can focus more on delivering great customer service. 

Problem #3: Difficulty Finding Software that Meets Unique Business Needs

Solution: Every business has different needs for their different workflows. This is why there is no one platform that can accommodate all the changing requirements of a business. 

To address this problem, the Genesys PureCloud interface is built for flexibility and scalability. With this platform, you can:

  1. Use out-of-the-box configurations to customize functions like IVR, routing, and recording. 
  2. Extend the functions of the platform by adding pre-built integrations through the Genesys AppFoundry Marketplace
  3. Build a customer service ecosystem straight on the platform using REST APIs. 

This makes it easier for users to extend the functionalities of the platform as they see fit. 

Awards & Quality Certificates

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This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

Genesys PureCloud Position In Our Categories

Bearing in mind businesses have special business-related wants, it is sensible that they abstain from getting a one-size-fits-all, ideal software. However, it is futile to try to find such application even among popular software systems. The rational step to do should be to write the various critical aspects that necessitate scrutiny such as important features, plans, skill aptitude of staff, organizational size, etc. The second step is, you should conduct the product research fully. Have a look at these Genesys PureCloud evaluations and check out the other solutions in your shortlist more closely. Such comprehensive research ascertain you keep away from unsuitable apps and select the one that has all the features you require company requires in growing the business.

Position of Genesys PureCloud in our main categories:

TOP 20

Genesys PureCloud is one of the top 20 Customer Support Software products

Genesys PureCloud is also listed in the following subcategories:

It is crucial to keep in mind that almost no app in the Call Center Software category is going to be a perfect solution able to meet all the goals of different business types, sizes and industries. It may be a good idea to read a few Genesys PureCloud Call Center Software reviews first as certain solutions can excel exclusively in a really narrow set of applications or be created with a very specific type of industry in mind. Others can operate with an intention of being easy and intuitive and as a result lack complicated elements desired by more experienced users. There are also solutions that cater to a large group of customers and provide a complex feature toolbox, but that frequently comes at a more significant price of such a solution. Ensure you're aware of your needs so that you select a solution that provides specifically the functionalities you search for.

How Much Does Genesys PureCloud Cost?

Genesys PureCloud Pricing Plans:

Free Trial

PureCloud 1

$75/agent/month

PureCloud 2

$110/agent/month

PureCloud 3

$140/agent/month

PureCloud Communicate

$10/agent/month

Genesys PureCloud offers pricing plans that are bundled depending on the features you require. In case you want to test out the platform before committing to a subscription plan, the vendor also offers a 30-day free trial option for your convenience.

PureCloud 1 – $75/agent/month (billed annually)

This package comes with all the essential functionalities to solve customer problems faster.

PureCloud 2 – $110/agent/month (billed annually)

This package comes with additional communication channels so it’s easier for customers to contact you. 

PureCloud 3 – $140/agent/month (billed annually)

This package provides all of the features that the PureCloud platform has to offer. 

PureCloud Communicate – $10/agent/month (billed annually)*

This plan only includes internal communication modules such as live chat, video chat, company directory, and document sharing. Do note that their rates are exclusive of minutes fees.

User Satisfaction

Positive Social Media Mentions 71
Negative Social Media Mentions 2

We realize that when you make a decision to buy Call Center Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Genesys PureCloud reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Genesys PureCloud. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise
  • Open API

Language Support

  • English
  • Chinese
  • German
  • Hindi
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Turkish
  • Swedish

Pricing Model

  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are Genesys PureCloud pricing details?

Genesys PureCloud Pricing Plans:

Free Trial

PureCloud 1

$75/agent/month

PureCloud 2

$110/agent/month

PureCloud 3

$140/agent/month

PureCloud Communicate

$10/agent/month

Genesys PureCloud offers pricing plans that are bundled depending on the features you require. In case you want to test out the platform before committing to a subscription plan, the vendor also offers a 30-day free trial option for your convenience.

PureCloud 1 – $75/agent/month (billed annually)

This package comes with all the essential functionalities to solve customer problems faster.

PureCloud 2 – $110/agent/month (billed annually)

This package comes with additional communication channels so it’s easier for customers to contact you. 

PureCloud 3 – $140/agent/month (billed annually)

This package provides all of the features that the PureCloud platform has to offer. 

PureCloud Communicate – $10/agent/month (billed annually)*

This plan only includes internal communication modules such as live chat, video chat, company directory, and document sharing. Do note that their rates are exclusive of minutes fees.

What integrations are available for Genesys PureCloud?

Genesys PureCloud can support a wide variety of CRM and HR integrations. Some of their partners include: 

  • Salesforce
  • Zendesk
  • Oracle Service Cloud
  • SugarCRM
  • Microsoft Dynamics 365
  • GSuite
  • OneLogin
  • Microsoft Active Directory
  • Federation Services
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Reviewed By Jenny Chang
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