Item: Genesys PureConnect (discontinued)
Rating: 9
Author: Susie Morgan

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Use Cases and Deployment Scope

We use the product as our primary telephony platform. PureConnect has allowed us to understand our customer demand and provide a better customer experience. We have been able to deliver all our service delivery in one integrated product that we can easily monitor and analyse.

Pros and Cons

Pros

Integrating multiple channels into one solution.
Constantly evolving the product to meet user and market demands.
Lots of opportunity to customise the solution.
Great focus on partnering with customers.

Cons

Better reporting and dashboards. They are working on this.
Better visibility on license usage

Likelihood to Recommend

PureConnect handles our high volumes well. It is a very stable system and we rarely encounter outages. Easy to customise for different department's needs. Additional modules like Quality and WFM allows an organisation to deliver all its Contact Centre activities through the platform.

Comments

Please log in to join the conversation

Using PureConnect is transforming our business