PureConnect Review
Updated October 17, 2018
PureConnect Review
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.
- InContact Cloud Contact Center Software and Zendesk
They don't stack up in feature set, quality, or reliability.
- This is still being analyzed
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.
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
Quality
I was not involved in the selection process
Genesys Engage (formerly PureEngage) Implementation
- 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
| Pros | Cons |
|---|---|
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)
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Consistent Quick to learn Convenient Feel confident using | Lots to learn |
- User adds and setups
- New SIP lines
- Password resets