Improving with Genesys.
Updated June 27, 2019

Improving with Genesys.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • PureConnect

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We are using Pure Connect in our contact center. The main users of this application are the contact center but some of our other business units in the organization are using components of Pure Connect. Reporting was a big concern as we were trying to amalgamate different info from different systems. Using Pure Connect allows us to use one data source and the information is more reliable coming from an All in One solution.
  • Administration of system is easier.
  • User-friendly interface for user and administrators.
  • The system integrations are more reliable.
  • Reports are using old format of PSTN lines and not taking into account MULTIPLE PRI lines which are giving inaccurate data.
  • Web apps need improvement and more customization.
  • Siebel connector needs improvement with customizing user needs.
Well suited to be a self-managed system. Not well suited for customization. Users must fully understand handlers and how the overall system works before customization.

Using Genesys Engage (formerly PureEngage)

300 - Mix of agents and supervisors. Schedulers and workforce management. Customer experience and support
1 - Certification and background in telecom

Evaluating Genesys Engage (formerly PureEngage) and Competitors

Yes - Verint, Avaya, Aspect, Inova
  • Price
  • Product Features
  • Product Usability
1 vendor solution
No changes necessary

Genesys Engage (formerly PureEngage) Implementation

  • Implemented in-house
  • Third-party professional services
Quovim C3
Change management was minimal - No Issues