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Genesys PureConnect, a tough act to follow!
April 24, 2018

Genesys PureConnect, a tough act to follow!

Richard Oberle | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys Engage (formerly PureEngage)

My company uses PureConnect on a daily basis in our call center. We are a value-added reseller of various technology solutions. Genesys PureConnect manages our incoming Customer Service queue as well as other call paths. We are using multiple capabilities in the system such as TTS, Call Recording, etc. It is obviously critical for the calls to reach the correct individuals which this product has always done with great success.
We also have the ability to deep dive into any call issues and trace them ourselves rather than relying on an outside party.
Being able to easily set up main queues with tertiary paths is a huge plus for this product. I have used, installed and supported various phone systems and PureConnect is by far the best, most capable, easiest to use & support that I have encountered.
  • Call queuing with the ability to maintain call control to handle various scenarios
  • Call Recording with easy access to review the recordings, create and review agent scoring for amazing quality control
  • Functions of Text-to-Speech and Automated Voice Recognition for call routing
  • Integration with various SIP gateways, phone, and devices
  • Ease of access, maintenance, day to day management without techs needing to have been a Telecommunications engineer to manage their individual functions
  • Workforce management capabilities
  • Dialer capabilities for outbound marketing campaigns
  • Easy addition of Survey capability to allow callers to rate their interactions
  • System logging in more plain language so that problems can be traced out without needing to call support
  • More emphasis on the software interface to be faster, especially with the management and supervisory functions
Well suited for medium to large call centers, even where there is an existing PBX. PureConnect can sit on top of the PBX for call routing to the Call Center and integrate with existing or completely replace the PBX functions as well.

Less appropriate for smaller installs as it is not nearly priced competitive with Cisco and other companies in small installs or larger companies that do not have large call centers and mostly business users.

Using Genesys Engage (formerly PureEngage)