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PureConnect Review
Updated January 15, 2019

PureConnect Review

Philip Hudson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • PureConnect

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use PureConnect in all our call centers, we have over 298 agents. It is not being used by some of the back office staff and the employees in the branches. It addresses the problems of recording calls, IVR, member identification, etc. We are now looking into adding 3rd party software for voice bio-metrics, automation, and AI IVR.
  • Call routing
  • User administration
  • IVR
  • Reports, certain pieces are segmented into particular reports and/or certain areas. You can't even piece it together in the report builder.
  • Random problems that seem to have no cause, baffle you, and then fix themselves.
  • Users view randomly reset
  • It checks off many necessities on our list.
  • It is a pain with the random problems.
  • Support can be tedious.
  • CCA
CCA was taken over and killed by Oracle so there really is no comparison.
It is fantastic in call centers as that is what it designed for. It is not so useful for departments like HR.

Genesys PureConnect (discontinued) Feature Ratings

6.8
Agent dashboard
8
Validate callers
6
Outbound response
9
Call forwarding
2
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
4
Interactive voice response
7
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
7
Multichannel integration
Not Rated
CRM software integration
Not Rated
7.3
Inbound call routing
9
Omnichannel inbound routing
8
Recording
10
Quality management
9
Call analytics
7
Historical reporting
7
Live reporting
5
Customer surveys
5
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)