Our PureConnect Story
Updated December 05, 2018

Our PureConnect Story

Laurent Pret | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

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.
  • Flexibility
  • Easy to manage (all in one solution)
  • Powerful as we can easily customise to meet our needs
  • Good for remote location architecture
  • Reporting
  • Documentation
  • Training courses
PureConnect was an all in one solution with activation of feature via licenses (and no third-party integration). As well, its scalability was essential in our decision.
  • We can give feedback on what we like and what is not working so well
  • We ask as well some feature that needs enhancement
  • Suited for flexible growing company with remote site architecture
  • Less appropriate for business users only scenario

Genesys PureConnect Feature Ratings

Agent dashboard
6
Validate callers
7
Outbound response
Not Rated
Call forwarding
6
Click-to-call (CTC)
5
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
4
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
5
CRM software integration
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated

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.
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
We are happy with the product and the fact that development is starting again and new feature are being added.

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...)
  • 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

Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
  • 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

We had recently a big issue during a upgrade and we work with an engineer all through the night to find the issue. The engineer didn't give up until we found the root cause and fixed the problem.
ProsCons
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)

Nothing much to add here as I said it is easy to use at agent level and we like the all in one platform spirit
ProsCons
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.