PureConnect, a brief history
November 21, 2018

PureConnect, a brief history

Colin Pallotta | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

PureConnect is our primary VoIP phone system as well as our call center solution. We are not a very custom solution, considering the amount of users/stations we have and the limited amount of support staff. We do occasionally use services like Dialer, Recorder, etc, but not as often as we'd like. We also actively use Scheduled Reports, Web Client, etc. From where we came from in 2009 (old Nortel PBX's), the call center experience has vastly improved. As we introduce technologies, like web/software clients, to users, we seem to get decent feedback as well.
  • Clean administration, supervisor interfaces
  • A recent aggressive push towards fully functional web client
  • Another recent change to improve the help site has been incredibly helpful
  • Customization. There is a real gap between what is included and manageable with the product (with intermediate exposure) and what forces detailed handler changes. Many companies include conversion programs that make some of this easier.
  • Sample configurations (templates) that could be explored and easily implemented as potential add-on/solutions.
  • A more user friendly recorder interface.
We have worked through most of the initial snags that come with upgrading from PBX. Most of them are process changes that we need to embrace and communicate. In that capacity, it is working well. There is sometimes a frustration knowing how powerful the system can be and not being able to access that power. This is a staff limitation but also, partly, a system limitation. If you have the staff and budget to support some of the preferred customization, it's a great solution.

Genesys PureConnect (discontinued) Feature Ratings

Agent dashboard
9
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
6
Predictive dialing
7
Interactive voice response
8
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
7
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
7
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
8
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated