PureConnect from a Trainer's Perspective
November 21, 2018

PureConnect from a Trainer's Perspective

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

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use it internally across the organization as it addresses TRUE presence management for our organization. Even through a recent acquisition, our legacy team still relies on Genesys PureConnect to stay in communication with one another.
  • It displays another user's availability. As long as my co-workers keep their status updated, it is clear when I can contact them and when I shouldn't.
  • It makes it super easy to have a conference call without disconnecting the other person in the process. The click and drag feature is my favorite thing!
  • The flexibility of turning features on/off is great. I can customize my view of PureConnect for how I'm feeling that day.
  • The widget that is used to move the views around is a bit tricky. Dragging a view is easy, but placing it in the widget correctly takes a few times to hit it just right.
  • When adding new views, it can be tricky to find what you're looking for because some are buried a few clicks deeper than expected.
Personally, I feel that PureConnect is better suited in larger organizations. If only 20 people are slated to use it, I don't think that's best. Particularly, if the organization has several floors in a building and/or have multiple locations, PureConnect is perfect for keeping connected.

Genesys PureConnect (discontinued) Feature Ratings

Agent dashboard
7
Validate callers
10
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated

Using Genesys Engage (formerly PureEngage)