Great solution
April 09, 2018
Great solution
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
We're using PureConnect for our whole organization. It handles every inbound and outbound call (about 50%-50% in our daily use).
We still have plans on using it for inbound emails/chats but currently, these channels aren't being used, though we bought media 3 licenses which would cover this multi-channel use.
On inbound calls, PureConnect is great for handling a very fine-tuned distribution scenario. That's one of the main reason we selected it 4 years ago.
- ACD with workgroups/skills, whether directly attached or inherited.
- .Net API - we rely on the API to build our own monitoring tools and configuration tools.
- Handler customization - we know that we can go beyond the basic workflow by using Handler.
- Regarding multi-channels - I know that improvements are in progress or may be even already available, but we lack a real-time status on the user current interactionS. By S, I mean that a user can have his/her utilization potential used by several interactions taking place at the same time, and it would be great to know what the user is currently handling - and how much of his/her utilization remains for each media type.
- Blending is not easy - mixing inbound and outbound calls; we had to give up using Dialer which was too rigid and ended up using our own algorithms and tools. Dialer may have improved since that time but it's too late for us.
- Some distribution discrepancy (sometimes) that we can't figure out.