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PureConnect Review as a Gold Partner Support Manager
December 10, 2018

PureConnect Review as a Gold Partner Support Manager

Guchan Erzorlu | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys Engage (formerly PureEngage)

I am working as Support Manager in CCR, which is a gold Genesys Partner.
  • Ease of use.
  • Minimum bugs.
  • Documentation.
  • Language support.
  • Outbound dialer.
  • Lots of our customers are asking for Naturel WebRTC support.
  • Support was much faster and better in ININ times :). When we create a ticket, we were receiving a meaningful reply in 1-2 hours. Now it is taking weeks.
  • I really could not find any others!
Since PureConnect is all-in-one application, easy of use with various client applications and stable, we can use it all as >= mid customers.

For the customers who has few clients (agents & business users) like <30, we cannot position it since main server license is expensive. Maybe Genesys can create a new mini server license for these kind of customers.

PS: Since internet connection is not as stable as in US or Europe and some government regulations, customers do not want to use PureCloud and look for on-premises solutions like CIC.

Genesys PureConnect (discontinued) Feature Ratings

8.7
Agent dashboard
7
Validate callers
10
Outbound response
10
Call forwarding
8
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
Call scripts
10
Call tracking
10
Multichannel integration
6
CRM software integration
5
Workforce Optimization (WFO) ()
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)