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PureConnection to your interactions
June 04, 2018

PureConnection to your interactions

Jen Scott | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We user PureConnect across the whole organization, from our contact center to our investment officers. Our director saw this product at a conference back in 1998 when it was just a start up company. He really liked its concept and we've been using it ever since.
  • Upgrades are smooth. This product has been around long enough to have this process matured into a doable event without any major downtime.
  • ACD routing is accurate and easily adjustable. I can easily configure how I want my calls, emails, chats, etc. delivered.
  • The software as a whole is very flexible. I can buy just the parts and pieces my company wants to use.
  • Interaction Attendant could use some love. Getting information from a database is easy yet very basic. If I want to get creative with my SQL selection I've either got to do it in a lot of steps or use Interaction designer.
  • They seem to change how they handle reporting often. They are good about making past methods still work after and upgrade but it causes my reports to be in various styles and versions rather than a consistent platform.
PureConnect is exceptional at delivering ACD calls and getting your interactions to the right people. It is useful for business users but for the price a bit over the top. We bought it early on when the price was less. My business users do enjoy it and there would be a huge push back if we decided to go with something else for them that was less expensive.