PureConnect - The PBX agnostic contact centre solution.
Updated October 26, 2018

PureConnect - The PBX agnostic contact centre solution.

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

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We currently have 3 contact centre groups using CIC, with several more in the pipeline. It was an ideal solution as it works seamlessly across our different PBX's and handsets. The concurrent licensing model is ideal for our 24x7 operation which has lots of full-time, part-time and casual staff, as well as being able to install the agent desktop on additional workstations for DR purposes.
  • Works seamlessly across our mosaic telephony infrastructure. It doesn't matter that one site runs on an NEC PBX and the other uses Nortel. it can hand the call to a an NEC phone, an Avaya phone, a soft phone or even a cell phone.
  • I now have consistent metrics and KPI's for both sites, calculated the same way.
  • I am now able to load balance calls between my two sites now in a one-centre-two-sites model.
  • We were able to create a custom handler that allows critical calls to ring to a group of stations concurrently. The first agent to click it, gets the call. Even if an agent is on another call, they just double click on the new interaction and it will automatically put their existing caller on hold and answer the critical call.
  • I would like to be able to listen live to my agents from within the ICBM application without also having to run the agent desktop. Either through PC speakers or by dialing my phone. I'm still learning the nuances of this application so my answer might be more of an educational opportunity than a feature request.
  • I would like to add extra directories to my agent desktop without having to ask my administrator, or them having to request new SQL tables from IT.
  • It can sometimes take a few seconds for the agent template to load when they log in. If an agent touches the application while the template is loading, it can get messed up. They have to manually reapply the template when that happens. It can be hard for my fastest agents to resist...
  • When using the search feature in the top row of a directory, it only searched for the exact text string you are typing in the exact order. I would prefer if it could search for a word even if that word was not the first one in the string.
  • We are looking at email as a channels for certain call types. Some processes require specific information and accuracy is critical. Relaying it in a phone call can result in errors (lost in translation)
  • We are investigating the feasibility of offering chat as a channel to our community as a method of asking general inquiries. We are technologically ready if we decide to go. It's just a matter of mapping out the business processes.
Hands down better than the other suites I've worked with in call centres. I prefer the platform agnostic model of application/infrastructure over the vertically integrated suites that force you to migrate your whole organization onto their PBX. I also prefer the concurrent license model. I have a lot of casuals, so having named licenses would cost significantly more. It's also better than machine licenses for Disaster Planning because I can install the agent desktop on training room PC's and Emergency Operations Centre PC's. without additional cost. If agents need to evacuate one call centre, they can easily set up somewhere else.

Genesys PureConnect (discontinued) Feature Ratings

Validate callers
Click-to-call (CTC)
Warm transfer
Interactive voice response
Call tracking
Inbound call routing
Quality management
Historical reporting
Live reporting

Using Genesys Engage (formerly PureEngage)

150 - Various healthcare departments; both internal and external. More and more business units within our health authority are seeing the benefit of having a centralized point of contact and are reorganizing themselves to create contact centres. Most are customer facing departments where the front line staff struggle to balance walk-ups and calls.
4 - A portfolio manager, 2 system analysts, and a VoIP/telecom specialist. We need more though, to be able to support ongoing operations and expansion projects.
  • The largest department in terms of call volume is the switchboard, which answers 1.25 million calls a year for 14 acute care facilities.
  • The switchboard also answers code calls, which means our system must have high availability.
  • We have an internal contact centre for staff workplace health.
  • There are several patient facing contact centres either live or coming online to aid in accessibility to services.
  • we have created a s script that will launch a SharePoint page whenever a certain call type presents. The page contains all the resources an operator needs to handle that call. The system recognizes which of our hospitals that call is coming from and loads a unique page customized for that site.
  • We created a unique directory for each of our hospitals and started by populating the 20-30 most common numbers we transfer to for each site. Operators kept asking us to add more numbers and departments. We kept asking if the directories were getting too big and unwieldy to be able to quickly find numbers, they said no. We are now over 150 listings in each directory and operators can still find any department/number in a few seconds.
We are committed to the platform for the foreseeable future. We have upgrades, new channels, and new business units on our roadmap.

Evaluating Genesys Engage (formerly PureEngage) and Competitors

Yes - A solution called Operator Console, that was end of life and end of support.
  • Price
  • Product Features
  • Product Usability
  • Existing Relationship with the Vendor
Through the consolidation of smaller health authorities we have a mosaic of telephony infrastructure. The main factor in choosing PureConnect was that it is platform agnostic. It can communicate with multiple PBX's and route calls to multiple devices. We could install it without also having to rebuild our whole telephony infrastructure. Also, the concurrent license business model suited our department which includes a lot of casuals and has the agent installed on spare PC's for DR purposes.
I would still have gone with PureConnect, but rather than joining an existing instance within my organization, I would have created my own instance. We are the only unit that operates 24x7 and require high availability. The other business units don't mind if the servers are taken offline after hours to patching, or if network maintenance disrupts connectivity at 2 am.

Genesys Engage (formerly PureEngage) Implementation

I love that they are not vertically integrated, and so can work with whatever telephony infrastructure you already have in place.
  • Third-party professional services
Genesys subcontracted I3 Vision. They are Canadian based and were extremely helpful. This is especially helpful as we are a government body and we cannot let our citizen's information be accessible under the US Patriot Act.
Change management was a big part of the implementation and was well-handled - I3 vision did a great job of planning both the technological change and (more importantly) the human change.
  • we had to re-architect our existing instance of CIC. the primary and secondary CIC servers were geo-separated and local media servers were installed.

Genesys Engage (formerly PureEngage) Support

Should be N/A. I don't usually deal with genesys directly. My work with my SA and they open a ticket with genesys if needed.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
No - We have in house support.
it took some head scratching, but they were able to create a custom handler that would route critical calls to a group station ring if all agents were busy. That way any agent could immediately grab the call and their existing caller would be put on hold. This is beyond "front-of-the-line"

Using Genesys Engage (formerly PureEngage)

the application has been able to meet every operational need. if not exactly as I did things before, then with only a small change to our business processes. 2 years in and my operators still rave about the product. Well, at least the ones who were around when we had the old system.
Relatively simple
Easy to use
Well integrated
Quick to learn
Feel confident using
  • The consult feature with the "Y" shows agents exactly who is live right now. it saves some embarrassing moments.
  • The keyboard shortcuts for a transfer makes my operators' jobs so much easier.
  • Searching in the directory if you do not know the exact wording. It only searches the exact phrase, not words within a phrase. If you get the first letter wrong, you're done.