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Genesys PureConnect - An Engineer's Opinion
September 27, 2018

Genesys PureConnect - An Engineer's Opinion

David Currier | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys Engage (formerly PureEngage)

As a Genesys partner, we use the PureConnect solution internally (as well as PureCloud, etc.) for our own communication requirements and also to test functionality for our customers.
  • Extensive ability to customize the solution and integrate it with other platforms
  • Stable platform with regular releases and patches
  • One of the most powerful contact center platforms in the industry
  • Ability to perform intrusive testing and debugging to troubleshoot issues
  • PureConnect has (for the last few years) suffered for lack of focus due to the emphasis placed on PureCloud and other cloud initiatives
  • WebRTC has not yet been added to the solution
  • The PureConnect architecture is dated and needs to be updated
  • Multi-modal interactions that can smoothly flow from one media type to another but are viewed as a seamless single conversation
  • New call flow interface to replace Attendant that would make handlers obsolete but still allow for custom subroutines and custom event handlers
  • Completion of webification initiatives for feature parity with the web client, supervisor, and administrative applications
  • Fully baked enterprise feature set
The contact center is the obvious choice for the best environment for which PureConnect is best suited. If an organization needs the ability to extensively customize the solution to meet their needs or to integrate with other platforms, it shines. But it is not the simplest solution and therefore requires some "care and feeding." An organization that does not have the staff to maintain it and perform first-tier troubleshooting may not be the best fit (unless their solution is hosted). It also isn't the best fit for smaller organizations with simple needs.