Review of Genesys PureConnect
March 29, 2018
Review of Genesys PureConnect
Score 4 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
[It's used] Across the whole organization for phone service, but we use the ACD feature within the call center. Helps us route all guest transactions, manage and report on volume, track why guests contact us, handle inbound messaging, and all other call center functions. Currently used for call and chats only.
- Works virtually so it can be accessed from anywhere. Flexible for remote working.
- Captures a lot of data at all levels. Good call logs enable us to trouble-shoot problems fairly easily.
- Tools are customizable at a user and supervisory level making it easy for people to view data as it works best for them.
- Reporting is terrible, does not export well, poor options to format summary reports in a flexible fashion.
- Limited to viewing only 20 workgroups at a time after last upgrade which wreaked havoc in our operation and forced many expensive customizations just to get back to functionality we had in the past. Huge miss on I3's part.
- Wrap-up code solution is awful. The ability to capture actionable information for why guests call us and report to our clients in an intelligent fashion is non-existent. We have to re-enter all data manually into Excel today.
- Email solution is not easy to execute out of the box.