Genesys PureCloud

von Genesys

4 / 5 75 Bewertungen
Genesys PureCloud

Wer nutzt diese Software?

PureCloud ist für alle! Für progressive IT- und Kontaktcenter-Prozesse, die All-in-one-Lösungen für Cloud-Contact-Center bevorzugen.

Durchschnittliche Bewertung

75 Bewertungen
  • Gesamt 4 / 5
  • Benutzerfreundlichkeit 4 / 5
  • Kundenservice 3.5 / 5
  • Funktionen 4 / 5
  • Preis-Leistungs-Verhältnis 4 / 5


  • Startpreis $66/Monat
  • Kostenlose Version Nein
  • Kostenlose Testversion Ja
  • Einsatz Installiert - Mac
    Cloud, SaaS, Web
    Installiert - Windows
    Mobile - iOS Native
    Mobile - Android Native
  • Training Persönlich
    Live Online
    Nicht erhältlich
  • Kundenbetreuung 24/7 (Live Vertreter)

Angaben zum Hersteller

  • Genesys
  • Gegründet 1987

Über Genesys PureCloud

PureCloud ist die All-in-one-Cloud-Contact-Center-Lösung der neuesten Generation, mit der du Omnichannel-Interaktionen in einer nahtlosen Customer Journey durchführen und verstehen kannst. Gib deinen Mitarbeitern ein einziges Tool, das alle Kommunikation, Sprache, Chat, E-Mail, Social Media und vieles mehr beinhaltet. Eine intuitive Benutzeroberfläche macht die Bedienung sehr einfach. Schnelle Innovation sorgt dafür, dass du die Kundenerwartungen von heute und morgen erfüllst.

Genesys PureCloud Funktionen

  • Anrufaufzeichnung
  • Anrufprotokoll
  • Anruftext-Aufzeichnung
  • Berichterstattung / Analyse
  • Echtzeit-Chat
  • Eskalationsmanagement
  • Gemischtes Call-Center
  • Inbound Callcenter
  • Interaktive Sprachantwort
  • Kampagnenmanagement
  • Manuelles Wahlsystem
  • Outbound-Callcenter
  • Progressives Wählersystem
  • Prädiktive Wähler
  • Warteschlangenmanagement
  • Automatisiertes Routing
  • Dokumentenspeicher
  • E-Mail-Integration
  • Echtzeit-Chat
  • IT-Asset-Management
  • Kundenspezifisches Branding
  • Management von Dienstgütevereinbarungen (SLA)
  • Multi-Channel-Kommunikation
  • Netzwerküberwachung
  • Self-Service Portal
  • Ticket-Management
  • Verfolgung von Interaktionen
  • Warnungen / Eskalation
  • Wissensbasis-Management
  • Anrufaufzeichnung
  • Anrufprotokoll
  • Call Center
  • Mehrfache Skripts
  • Stimmenanpassung
  • Telefon-Tasteneingabe
  • Text in Sprache (verwandeln)
  • Umfrage-Management
  • Voice-Mail
  • Weiterleitung von Anrufen (Call Routing)
  • Bildschirm teilen
  • Geo-Zielgruppenerfassung
  • Integration von Dritten
  • Kundenspezifisches Branding
  • Offline-Formular
  • Proaktiver Chat
  • Transfer / Weiterleitung
  • Vorformulierte Antworten
  • Websitebesucher-Nachverfolgung
  • Anrufüberwachung
  • Automatisches Telefonwählgerät
  • Call-Center-Management
  • Eingehende Berichterstattung
  • IVR / Spracherkennung
  • Kontaktmanagement
  • Outbound-Berichterstattung
  • Prädiktive Wähler
  • Stimmen- & Daten-Integration
  • Telemarketing-Management
  • VoIP (IP-Telefonie)

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Die hilfreichsten Reviews für Genesys PureCloud

Effective, easy to configure software for mid-sized contact centres

Mit Google übersetzen Bewertet am 10.4.2018
Michael S.
System Administrator
Hochschulbildung, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5 / 5
3 / 5
Eigenschaften & Funktionalitäten
3 / 5
4 / 5
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

Vorteile: 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.

Nachteile: 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.

PureCloud is easy to navigate and I appreciate that there are continuous improvements being made.

Mit Google übersetzen Bewertet am 12.9.2017
Teri P.
VP - HR, Payroll, Contact Center
Computer-Software, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
4 / 5
4 / 5
Eigenschaften & Funktionalitäten
4 / 5
4 / 5
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

Vorteile: 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.

Nachteile: 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.

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