Our PureConnect Story
Updated December 05, 2018
Our PureConnect Story
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- PureConnect
Overall Satisfaction with Genesys Engage (formerly PureEngage)
PureConnect is being used as our main telephone system throughout 27 countries. We use it for our business user and solution center agent. The all in one solution allows us the flexibility to deploy what we need where we need it.
Pros
- Flexibility
- Easy to manage (all in one solution)
- Powerful as we can easily customise to meet our needs
- Good for remote location architecture
Cons
- Reporting
- Documentation
- Training courses
- We can give feedback on what we like and what is not working so well
- We ask as well some feature that needs enhancement
Genesys PureConnect (discontinued) Feature Ratings
Using Genesys Engage (formerly PureEngage)
9000 - We have Business users and Service Centre Agents.
From top management to bottom. We have all our department using Genesys pure connect. We currently don't have any integration with other telephone system. We might evaluating this options in a the future but at the moment it is not on our roadmap.PureConnect is sufficient for our needs.
From top management to bottom. We have all our department using Genesys pure connect. We currently don't have any integration with other telephone system. We might evaluating this options in a the future but at the moment it is not on our roadmap.PureConnect is sufficient for our needs.
18 -
We have divided our team in 2 teams.
1 team will be managing the support (Level 1 and level 2) and the day to day change requests.
1 team will be dealing with all our project (deployment of new agencies, new features, new integrations and new features dailer, workforce management) and the support query of level 3.
- all in one platform
- Multi media with same interface
- Easy to deploy remote site
- W e have a lot of users and but our call activity not so high
- We use table to avoid having to publish when making change in attendant
Evaluating Genesys Engage (formerly PureEngage) and Competitors
Yes - Yes Pure Connect did replace on several plateform mainly Nortel (Avaya blue) and Alcatel.
We did replace as they were not fit to deal with the change in the service Center industry. (asynchronous communication, multi channel...)
We did replace as they were not fit to deal with the change in the service Center industry. (asynchronous communication, multi channel...)
- Product Features
- Product Usability
What we really like at the time was the all in one platform. No need to integrate with third party for recording, dialer, WFM, feedback etc... It is making it easy when issues arise as we don't have this Ping-Pong between partner saying the issue is not on their side.
We would be doing more site visit and meet with customer that are using the platform. On our side, we would make sure that we understand what are the business needs and what it the business strategy in the log term? Can this product deal with our future requirements and our customer needs.
Genesys Engage (formerly PureEngage) Implementation
- Implemented in-house
- Third-party professional services
For the implementation, we had help from PSO but we wanted to work on knowledge transfer to be able to be autonomous. We are now independent for the support, run and new deployment.
Yes - Yes we started with easy location first with simple configuration (quick win) to prove solution was working fine then we move to more complex deployment.
Change management was a major issue with the implementation - We need to spend more time working on the team that will be representing the business and the IT. Solution needs to be embraced by both party. And not being forced upon one.
- Change management
- We need to start easy and then add new feature (continuous progress)
Genesys Engage (formerly PureEngage) Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support understands my problem Quick Initial Response | Escalation required |
No - No I don't believe that support should be different if we pay more money. The issue is the key point, issues can underline a problem in the product so it help as well the provider. I don't believe in VIP treatment. But support should be allow to tell off the customer when they are abusing the service,
Yes - Yes it we did and most of the time it was resolved. Only one issue that is always trouble to go to the end with is the performance issues that are sometime put as cause of issue but hard to understand for sure which performance was in cause.
As mention in previous question during an upgrade with engineer we work all through the night and didn't stop until issues was resolved. It was really what we needed as we didn't want to have to roll back as it would have meant that we would have to work another 12 hours and the management wouldn't have been impressed with rolling back
Using Genesys Engage (formerly PureEngage)
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Quick to learn Convenient Feel confident using Familiar | None |
- New interaction Connect good improvement from previous version
- remote site configuration is easy to implement
- Understand sometime how things really work technically (which port which protocol)
- Self help documentation can be improve too
Yes - I believe so with Interaction connect but I didn't get around to use it even on our test environment.
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