Updated June 24, 2019
Score 9 out of 10
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
Using Genesys Engage (formerly PureEngage)
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.
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.
- 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.
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
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.
Yes - we have added extensive custom code - Creating custom functionality using Handlers and IceLib applications is easy and straightforward.
Genesys Engage (formerly PureEngage) Support
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
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.
Like to use
Easy to use
Technical support not required
Feel confident using
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.
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.
Upgrading Genesys Engage (formerly PureEngage)
- Staying on a current release to ensure we get all the necessary patches.
- Improved chat platform