Hey, PureConnect, please catch up PureEngage
October 19, 2018

Hey, PureConnect, please catch up PureEngage

Wong Meng Huei | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

My company is using PureConnect only for contact center requirement like ACD, Recording, and Reporting. So far Customer Service, HR Experience and Finance Experience Team is using PureConnect. Better IVR experience. Calls are recorded for quality purposes and reporting for supervisor reference.

Pros

  • All subsystems integrated in one server. Less server deployments.
  • Easily customizable using Handlers.
  • Organized Technical Support and proper escalation process.

Cons

  • Lack of social media integration to PureConnect.
  • Lack of Omnichannel enhancement.
  • Lack of automation, AI bot, AI voice bot.
For traditional contact centers that require ACD calls, callback and email is well suited. For companies that require omnichannel integration, PureConnect is less appropriate.

Using Genesys Engage (formerly PureEngage)

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