PureConnect does its job well enough, but not exceeding expectations
November 07, 2018
PureConnect does its job well enough, but not exceeding expectations
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
PureConnect is used throughout the organization in most departments. It allows us to better serve our customers and improve our customer experiences with IVR menus and routing. We can also train our agents through saved recordings and questionnaires used by our QA team.
Our customer service management team heavily relies on the Interaction Optimizer feature to help forecast, re-forecast, create rotational rosters, plan their days, and track adherence levels.
Our customer service management team heavily relies on the Interaction Optimizer feature to help forecast, re-forecast, create rotational rosters, plan their days, and track adherence levels.
- Call routing and IVR is easy to build and easy to manage with advanced customization
- Great Optimizer feature which handles workforce management, forecasting, adherence and scheduling
- Integration with 3rd party systems and CRM
- Technical support is helpful but at times requires too many captures and 3rd party software (an issue when it comes to a business with strict security.) This further delays resolutions. Online help can be a nightmare to source at times, and documentations are not very helpful.
- Integration with Salesforce is a great feature, but seems to be missing some features from the interaction desktop, such as notifications and forwarding notes. Call linking in Salesforce is also poorly executed--having multiple accounts opened while on a call can sometime cause it to link to the wrong account.
- Plenty of reports, however most are irrelevant, and some won't even work without contacting support.
- Unable to manually adjust average speed of an answer with the workforce manager tool is a massive flaw when forecasting.
- Extras and add-ons can be costly. No out of the box wallboard solutions.