Overall Satisfaction with Genesys Engage (formerly PureEngage)
We currently use PureConnect for our Operations and Customer Service departments to takes calls, chats and Emails. It address efficiency in getting interactions answered in order of importance and in a timely manner. Out of 400 employees we currently have 150 users on the Pure Connect platform.
- IVR Flow
- Chat
- Email
- The one item we are waiting on before going to the cloud version is emails to be printed. This would be a great feature to have which the on-premise already does have.
- Security upfront when calls are coming in.
- Integrating with CRM which our outside agents use.
Genesys PureConnect (discontinued) Feature Ratings
Using Genesys Engage (formerly PureEngage)
150 - 150 use PureConnect. About 20 users for ICBM. About 10 have access to some parts of the Admin. 2 have access to attendant, full Admin access and Scheduled reports.
2 - Currently I sure as the Administrator and items I cannot handle go onto our IT contact or I call the TAC team at Avtex
- Call Center
- Reporting
- Routing of chats, emails and calls
- Building new IVRs
- Integrating Chats and emails in with our call flows.