PureConnect Review
Updated October 17, 2018

PureConnect Review

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

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Our support and inside sales staff use PureConnect for auto direct calls to the best agent to handle the interaction the first time. We are leveraging PureConnect for calls, chats, and voicemails. We are using integrations with Salesforce and Oracle Service Cloud.
  • The reliability of PureConnect is fantastic with the redundant servers pairs.
  • The system is very flexible, there are very few business work flows that I cannot accommodate with native functionality.
  • The integration with Salesforce is a must around our company and PureConnect has a very clean product to connect to Salesforce.
  • They are still in the process of migrating the supervisor and admin tools to an online environment. It is a bit cumbersome to support my supervisors connecting to a remote desktop to get what they need.
  • Support is at times slow to respond on more difficult cases.
  • Reporting tools are also still not in an online environment and the reporting tool they currently have is pretty limited in the quantity of data that can be pulled in one report.
  • Huge cost savings in not having to hire or outsource staff to answer phones 24x7.
  • Our larger call centers use Interaction Optimizer, a workforce management tool that has allowed them to juggle some staff schedules and avoid hiring additional staff by identifying proper staffing levels and times of peak volume.
  • We have a few large customer contracts that require us to meet SLAs. PureConnect allows us to monitor those service levels in real time and avoid missing SLAs which can be costly in the contracts.
They don't stack up in feature set, quality, or reliability.
  • This is still being analyzed
We use PureConnect when our standard phone software cannot accommodate a more advanced workflow or provide the level of reporting the managers wish to see.

There have been a few teams that balked at the license cost and sacrificed the features they had been after.

Using Genesys Engage (formerly PureEngage)

350 - Mostly Call Center Agents
1 - Telecom Engineer 2
  • 140 seat call center in Minnetonka, MN
  • Chat for Tech Support organizations
  • Voicemail during closed hours.
  • Passing data to Salesforce to pop customer information upon call delivery.
We are likely to move to PureCloud to eliminate MPLS and onsite servers from our organization.

Evaluating Genesys Engage (formerly PureEngage) and Competitors

Yes - InContact, could not offer good quality in certain regions.
  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
I was not involved in the selection process

Genesys Engage (formerly PureEngage) Implementation

Mostly went smoothly with the project team.
  • Third-party professional services
Interactive Intelligence
Change management was a big part of the implementation and was well-handled
  • Network items on our side.

Genesys Engage (formerly PureEngage) Support

They have been good at times and bad at times. Over the 5 years, I would say support has been a bit of a roller coaster.
Quick Resolution
Knowledgeable team
Kept well informed
Escalation required
Need to explain problems multiple times
Yes - Being I am the only support at Trimble, I often need to rely on support to quickly resolve issues.
Yes - It was resolved, but it typically takes a new release to address a bug. This can make it a long process.
There have been several times where cases were escalated and Genesys quickly got a bridge together with all of the parties involved.

Using Genesys Engage (formerly PureEngage)

Easy to use for the most part.
Like to use
Relatively simple
Easy to use
Technical support not required
Quick to learn
Feel confident using
Lots to learn
  • User adds and setups
  • New SIP lines
  • Password resets