Genesys PureConnect; successful platform at Conduent's European Customer Care centres.
August 27, 2018

Genesys PureConnect; successful platform at Conduent's European Customer Care centres.

Leon N.M. van Adrichem | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Genesys PureConnect is our standard platform for all multi-channel support within our European organisation. Beside our contact centres we do use this platform for our office automation and our regular telephone services like receptionists as well.
Due to the fact that this platform is delivered out of our European Data centre for many locations in Europe, it helps me to manage one service to all my sites in Europe. Standardization of my infrastructure and having the opportunity to share implementations based on best-practices available for all my sites and all my users is a big benefit. Besides this fact, it helps me to get a good leverage of related infrastructure (likes telephone lines and minutes), CTi integrations with CRM-applications (like Salesforce, Oracle serviceCloud and Microsoft Dynamics as examples), and last but not least it helps me to innovate faster- and smarter. If we have realized a new innovation, it will be available for all of my sites.

Pros

  • Manage all my contacts within the multi-channel arena.
  • Helps me to provide 100% call center functionalities (recording; agent screen scripting; CTi-integrations; speech analytics etc).
  • Get the best out of volume (smart platform to create sharp outbound minutes).
  • Innovate smart, easy to deploy.

Cons

  • Adapt more innovations out of the box.
Fits my requirements.

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