The Best All-in-one Solution for the Modern Call Center
March 28, 2018
The Best All-in-one Solution for the Modern Call Center
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- PureConnect
Overall Satisfaction with Genesys Engage (formerly PureEngage)
The Genesys Pureconnect is the primary call center system that our healthcare authority uses for any telephony based requirements. Our team is making the standard and approved platform for any new call center departments that need this service. We are onboarding departments yearly to leverage and take advantage of the rich application suite being CIC. We have many departments that currently use it. This addresses many business and technical problems these departments have had in the past, prior to using CIC. We had to use many and multiple vendor products and try to integrate them together, which was very challenging for compatibility and support. We eliminated all that using on-premise CIC.
- It consolidates multiple views and functionality into one streamline Desktop interface.
- Centralized management of VOIP telephony, for managed devices, settings, and configuration.
- It provides the agents an all-in-one directory for ease of warm or cold transfers.
- Multiple communication methods, it allows fax, email, voicemail, and live calls.
- Integrates with any legacy or new Telephony infrastructure.
- Allow for more out-of-the-box appointment reminder type solutions to be implemented in the healthcare sector.
- Improve the visibility of the media servers for stats and performance from the ICBM client for Admins. Implement alerts for performance counters on the media servers.
- More dashboard stats for system/business users (Managers).
- Better Canned reports out-of-the-box, provide ease of use to customize the reports.