Genesys PureConnect is a solid platform but needs work on call recording and support
October 16, 2018
Genesys PureConnect is a solid platform but needs work on call recording and support
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
It is used by only two of the call centers out of the company. We had plans on expanding the product to other departments but due to product flaws especially pertaining call recordings we could not expand it to our entire company.
- The environment is for the most part stable.
- The applications are pretty user friendly.
- Code red support is good.
- The recording solution is not stable
- General support is not good. (Excluding code red). However, I may note it has improved under Genesys then what it used to be under Interactive Intelligence.
- ADFS/single sign on is not implemented as it should and is not well supported.