Great contact center "One stop shop" solution from Genesys
Jakob Ingvaldsen | TrustRadius Reviewer
December 04, 2018

Great contact center "One stop shop" solution from Genesys

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Genesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the prefered contact center solution for Carl Zeiss in 2013, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephony platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.
  • We wanted a "one stop shop" provider that can provide all CCC features needed in one solution with minimum of "add-ons'.
  • We needed a solution that could integrate with multiple telephony environments & separation of contact center and telephony investments and roll-outs.
  • Partnership with Microsoft for UC, including joint product roadmaps and tight product integration – Hassle free upgrades.
  • Recognized by trusted industry experts (Gartner, Frost & Sullivan etc.).
  • Cost is a hindrance for utilizing Genesys products and services, especially for smaller sites and smaller teams.
  • The tools is sofisticated and advanced, and that's great, but it would be good to have a "Basic" license with a lower cost that could be used for smaller teams with limited requirements.
  • Each individual implementation can be cumbersome and requires substantial investment and dedicated resources.
Genesys (or rather the former Interactive Intelligence acquired by Genesys) had a good fit with our global contact center requirements specification. At the time of selection it had a good fit with and easy integration with the Microsoft Lync implementation project we just started within the company. We needed a "one stop shop" provider that can provide all CCC features needed in one solution with minimum of "add-ons“. Genesys could also deliver a global coverage and local support.
We are happy with the solution and the functionality. It is well suited for mid to larger contact centers with a demand for a single solution that can cater for all needs within the contact center area. The product development pipeline seems to be well geared for new and upcoming technologies, even if the core product has been in the market for a long period of time. The solution requires skilled key users and administrators and can be costly, especially for smaller teams and organizations that will roll out the solution to distributed sites.

Genesys PureConnect Feature Ratings

Agent dashboard
8
Validate callers
5
Outbound response
5
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
5
Interactive voice response
7
Call tracking
8
Multichannel integration
7
CRM software integration
5
Inbound call routing
8
Recording
7
Historical reporting
5
Live reporting
7