Genesys PureConnect Reviews

When our entire system went down a few years ago, the Genesys support team immediately helped fix the issue despite it being extremely early in the morning. They always have someone to answer a code red call when it happens.

We just upgraded to 2016 R2 and had major issues getting the dialler to work properly when they offered one of their support engineers to attend on-site and assist to resolve our issues. This was very helpful to us.

There have been several times where cases were escalated and Genesys quickly got a bridge together with all of the parties involved.

As mention in previous question during an upgrade with engineer we work all through the night and didn't stop until issues was resolved. It was really what we needed as we didn't want to have to roll back as it would have meant that we would have to work another 12 hours and the management wouldn't have been impressed with rolling back

it took some head scratching, but they were able to create a custom handler that would route critical calls to a group station ring if all agents were busy. That way any agent could immediately grab the call and their existing caller would be put on hold. This is beyond "front-of-the-line"

Most recently, we migrated one of our callcenters IVR webservice integration from SOAP to REST. The version we were running on had support for REST, but did not, apparently, have the ability to parse NULL or DOUBLE values in the json response object. This caused some really amazing failures and havoc with calls in queue when this would get tripped. Genesys support stayed on the line, through a screenshare all the way to resolution on determining this as the cause of the issue. The agent even helped brainstorm a few ideas of how we could workaround the issue until we upgraded to a version that would handle these values.