PureConnect Allowed Us To Achieve Our Unique Requirements
July 25, 2018
PureConnect Allowed Us To Achieve Our Unique Requirements
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
PureConnect is used in our Contact Centre operations as a means of communication for outbound phone calls and inbound calls with IVR menus and routing. It also handles creating and storing recordings for the Quality Assurance team. One main aspect of the system is being the chat routing engine for our customized integration with various external applications.
- PureConnect is able to have customized code built to help achieve specific requirements for company-specific needs.
- The administrative, supervisory, and user interfaces are straightforward, and can also be customized at a group or individual level.
- PureConnect has been quite stable, which is required for a call centre platform.
- There are extensive help files and documentation to aid the users, which reduces the need for support tickets.
- For members of our User Support team to be able to submit support tickets to Genesys, they are forced to complete a full week of training, including several subjects and systems that they don't even have access to as part of their role. Example: Before they can submit a ticket for "nobody is able to login", they must have completed course content for "Configuring Attendant IVR Menus", which is not related to their job. This has caused us to have only one person (Master Administrator) to be able to submit support requests, and the rest of the support team has to contact that person to submit them. Not great for a 24/7 contact centre.
- The licensing and contract details are disjointed. There is no proper/direct map from what is on the contract to what is configured in the system, and some items can only be "name user" licenses, which is quite difficult to deal with if your other items are "concurrent user" licenses.
- Requests relating to their online portals tent to take an abnormally long time to resolve, such as resetting a user password, sometimes with no success.