PureConnect the Globe
October 19, 2018

PureConnect the Globe

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Genesys PureConnect is used in a few departments within the organization across the globe. The main problem it gives us is the different dial plans in use.

Pros

  • Genesys has some good engineers who are always ready to help in order to get a case solved within a short period of time.
  • PureConnect is an easy to handle system. Most changes in the system can be done by our slef without involvment from Genesys.
  • PureConnect gives you the option to answer a call wherever you have a free agent available, even on the other side of the world, without a lot of work.

Cons

  • As PureConnect gives you so many possibilities its sometimes hard to pick the best option.
  • The complexity of the system makes it hard to find a root cause in the case of an issue.
Genesys PureConnect is easy to work with on front and back end, which makes it easy to make changes on a every aspect of a call flow. Also, it gives you the chance to answer an inbound call on any spot on the globe. Cost-wise it's not a system which can be used by smaller companies.

Using Genesys Engage (formerly PureEngage)

Microsoft 365 Business, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), SAP BusinessObjects Business Intelligence (BI) Platform

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