Meets every need
July 19, 2018

Meets every need

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

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use PureConnect for ACD routing and Auto Attendant feature across about a dozen business units. We service the public so nearly all of our public facing businesses leverage the Genesys platform.

We love that this tool is a true platform which our teams can achieve all the business goals they need by leveraging the many features of the platform. We have yet to run across a business need that couldn't be met. Being able to extend out of the box features using custom handlers has been a big step forward for us from out past contact center systems.
  • Easy to manage Auto Attendants, a visual hierarchy for management.
  • Customizable handlers using a robust tools set.
  • Amazing live dashboard for management and IT support staff
  • Reporting on Auto Attendants is hard to understand
  • User provisioning is hard to set up initially, easy to recreate for subsequent users
  • I would love to see a virtual media server
I would recommend this tools to contact centers who are looking to move past the basic hunt groups, groups who need advanced ACD, database lookups and who want seamless call recording. This product shines in its business user application. The data that is collected about calls is impressive.

Using Genesys Engage (formerly PureEngage)

2000 - Public facing government agencies
4 - Senior and mid-career level telecom proffessionals
  • Automated Attendants
  • ACD Call routing to agents
  • ACD Chat
  • Call Recording
  • Database lookups
  • Feedback surveys