GENErations SYStemed
Updated May 19, 2020

GENErations SYStemed

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureConnect

I was in a Customer handling role in the last 5 years and it's been a year since I moved to the Administration team, working with Genesys CIC server, and I feel it's a great application to learn more about Contact Center operations. So far I feel that the application is smooth, fast and elegant. More to learn on Genesys.
  • Easy Administration
  • Robust
  • Marquee Packages could have been better
  • More plugins
Genesys PureConnect, injixo (formerly InVision WFM)
I think Genesys PureConnect is well suited for the contact center which supports internal support services, and I also feel that we have many more available options to work on, while exploring GCAP I learnt more technical details offered by Genesys. It's always good to take a complete package to explore full fledged features of any application offered by Genesys.

Genesys PureConnect (discontinued) Feature Ratings

Agent dashboard
10
Outbound response
10
Call forwarding
8
Warm transfer
10
Interactive voice response
10
REST APIs
6
Call scripts
9
Call tracking
7
Multichannel integration
10
Inbound call routing
10
Omnichannel inbound routing
8
Recording
7
Call analytics
8
Historical reporting
7
Live reporting
6
Customer surveys
9
Customer interaction analytics
10