Feedback from 4 years with Genesys PureConnect
March 30, 2018

Feedback from 4 years with Genesys PureConnect

Lionel Florence | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • PureConnect

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Genesys PureConnect is being used in my organization for 4 years. PureConnect is deployed for 9 sites over 4 countries in Europe and North Africa (France, Germany, Romania & Tunisia). It helps us to provide Technical support to our customers. Every day up to 800 simultaneous technicians are answering 25000 interactions. Our customers are contacting our technicians on different channels: voice, chat, mail, web callback.

Pros

  • Simplicity to implement a IVR
  • Easy to deploy

Cons

  • Realtime information
  • Reporting
PureConnect is well suited for organizations who don't want to deploy dozens of servers for a call center. It is very appropriate if you want to be full IP : from the career connexion (SIP trunk) to the phone set.

It is less appropriate if your organization is divided into many small teams and you have to manage hundreds of different teams.

Using Genesys Engage (formerly PureEngage)

Comments

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