Genesys PureConnect
Updated June 24, 2019

Genesys PureConnect

Andrew Wooster | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use the Genesys PureConnect system for our contact center to provide ACD routing of customer calls. We also utilize the Interaction Process Automation feature to enhance our internal processes and streamline our daily work. With the Genesys PureConnect system, we are able to intelligently route customer calls to the most skilled agents, this provides the best possible experience for the customer and the agent.
  • Intelligently routes customer calls to the most experienced agents.
  • Interaction Process Automation allows us to streamline business processes and manage the work.
  • Call recording allows us to perform quality assurance on our agents to ensure they are handling the customer the best way possible.
  • Ability to write custom handlers to extend the out-of-the-box functionality allows us to increase efficiency of handling business processes.
  • None, this product does everything we need it to do and so much more!
  • It has improved our ability to support our customers.
  • It has improved agent satisfaction.
I was not involved in the purchase of Genesys PureConnect, so I do not have anything to compare it to. I have been using the product for over 5 years and so far haven't hit any shortcomings within the product.
We always been under the impression Genesys is a forward thinking company with an excellence in innovation. They are definitely a leader in this market.
  • Enhanced IVR to provide self service to the customer.
  • Web chat to allow customers different ways of engaging our agents.
  • Ability to have the customer contact our agents via SMS messages.
Genesys PureConnect provides excellent ACD routing of customer calls. The Interaction Process Automation feature has improved our business processes and streamlined the work necessary to complete all tasks. The ability to write custom handlers has allowed us to automate business processes and increase our agents efficiency. The broad out of the box functionality of Attendant, has allowed us to improve the routing of customer calls to the best suited agents.

Genesys PureConnect Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
7
Warm transfer
9
REST APIs
9
Call tracking
9
Multichannel integration
9
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
9
Customer interaction analytics
9

Using Genesys Engage (formerly PureEngage)

250 - Customer Service
3 - We have 2 day to day administrators to keep up with adding/removing agents and handle all agent support needs. We have 1 main administrator who ensures the Genesys PureConnect system has zero down time and does all of our development work.
  • Ability to customize to meet business needs.
  • Process Automation helps reduce work time for escalated issues.
  • IVR allows us to help customers as quickly as possible.
  • Ability to recognize store phone numbers and route those with higher priority and to a specialized team of agents.
  • Integrates with the Oracle Service Cloud to provide agents with custom screen pops.
  • Dynamic routing of emails using Handlers to decrease response time on escalated issues.
The ability to customize the system and the support offered.

Evaluating Genesys Engage (formerly PureEngage) and Competitors

Yes - A PBX based telephony solution that was archaic and provided no logical ACD routing of incoming calls.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Analyst Reports
Product Features that were out of the box gave us plenty of tools to meet business needs.
Looking at more products and vendors to make sure we are making the best decision for the contact center.

Genesys Engage (formerly PureEngage) Implementation

Having a project manager to ensure everything goes smoothly and in a timely manner is extremely important.
Change management was minimal - We didn't really need to use change management as the system it was replacing was old and everyone was on board with replacing it with the Genesys PureConnect system.

Genesys Engage (formerly PureEngage) Training

  • Online training
  • In-person training
  • Self-taught
Some areas of the product are intuitive and easy to learn but I would definitely recommend getting training on Handlers and IceLib.

Configuring Genesys Engage (formerly PureEngage)

The product gives the you the ability to get great customizations out of the box but also offers a robust set of extensions to ensure you can make the product do whatever the business needs.
Take the Handlers and IceLib training classes to be able to fully customize the product for your needs. Being certified in Interaction Process Automation allows for automating business processes to improve efficiency and allows work to be sent to more than just the contact center agents. This has allowed us to automate the sending of information to accounting and our refunds/returns department to handle customer refunds/returns/exchanges much faster.
No - we have not done any customization to the interface
Yes - we have added extensive custom code - Creating custom functionality using Handlers and IceLib applications is easy and straightforward.

Genesys Engage (formerly PureEngage) Support

Genesys support is always helpful and ready to tackle any issues immediately.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - As the main administrator with a lot of experience with the product, we typically can solve most of our issues without contacting Genesys support.
Yes - Yes, we have found several bugs over the years and Genesys has always provided patches to fix these in a timely manner.
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.

Using Genesys Engage (formerly PureEngage)

Being able to customize the system to meet our business needs can be done in a number of ways with all the same result, giving us plenty of flexibility.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Convenient
Feel confident using
Familiar
None
  • IVR management is straightforward.
  • Setting up new queues.
  • Managing new users.

Genesys Engage (formerly PureEngage) Reliability

Integrating Genesys Engage (formerly PureEngage)

  • Oracle Service Cloud
Easy to integrate, out of the box solution with a easy to use interface to perform custom screen pops.
  • Calabrio
Yes, Calabrio supports this integration.
  • File import/export
  • API (e.g. SOAP or REST)
  • Javascript widgets
Make sure you have a good project manager to ensure everything works and is put into production in a timely manner.

Relationship with Genesys

Our Genesys account representative always is attentive to our needs and gets us what we need when we need it.
Again, our account representative is great in getting us everything we need when we need it.
I was not a part of this part of the negotiation.
Do not only focus on one vendor, but look at other companies who offer similar solutions to ensure you are getting the correct product at the correct price.

Upgrading Genesys Engage (formerly PureEngage)

Yes - Upgrades are typically simple processes and do not require much down time.
  • Staying on a current release to ensure we get all the necessary patches.
  • Improved chat platform
  • Improved Chat Platform
  • Social monitoring.