Genesys PureConnect: Connect to your customers the right way!
July 19, 2018

Genesys PureConnect: Connect to your customers the right way!

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

PureConnect is being used both within certain departments, along with being company wide. Our Customer Service, Technical Support and Sales departments are using ACD routing with Skills, while the rest of the company uses it on a much simpler level.

The problem it addresses is long customer wait times, endless loops in the phone tree and ensuring the customer is getting to the best agent for their needs.
  • Skills Based Routing provides our customers with the ability to get to the right person, the first time! Definitely helps provide a one call resolution!
  • PureConnect Support is great! They are so willing to help out whenever we are stumped and at a dead end! Their support is timely and very informative.
  • Reporting: PureConnect provides excellent reporting statistics which allow us to stay on top of our game!
  • Training: In order to connect to a support rep at Genesys, one must be certified in Genesys' system. Training is costly and can be confusing. Only the basics are covered and leaves alot to learn.
  • It would be nice for Chat to be set up like voice or email tree's rather than requiring handlers to do all the work.
  • Upgrades can be cumbersome.
  • Implementation of Chat
Once the system is in place, it works flawlessly, doing exactly what is programmed.
Training is flexible, offering either a classroom setting or a virtual setting. Instructors are knowledgeable, but move quickly through the materials. I recommend having some knowledge of telephony and networks before jumping into training.
Building the system can be a chore though, unless you are extremely trained or have assistance from a third party.

Using Genesys Engage (formerly PureEngage)

150 - Customer Service, Technical Support, Sales, Accounting
  • Customer Satisfaction
  • Workgroup Routing
  • Reporting and Statistics
  • Email Routing
  • Auto Answer