The Ups and Downs to PureConnect
Overall Satisfaction with Genesys Engage (formerly PureEngage)
It is used in the whole organization. It helps us to be more productive.
- It allows for automation of call routing which is more efficient than hiring somebody to manually do it.
- We are able to make internal calls easily by using interaction desktop instead of remembering specific extensions. Calls are done quickly by locating a name and calling from the computer.
- The product has a lot of aspects that require extensive training to use, which can be expensive for companies and challenging for employees.
- For this product you have to manage your own servers which makes upgrading the software more challenging than if it were a cloud based product.
- Working with Genesys is sometimes time consuming and getting to the root cause of an issues can be difficult at times.