Basic Review
Joseph Potts | TrustRadius Reviewer
Updated August 16, 2019

Basic Review

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

PureConnect is our contact centre solution. It allows us to manage customer interactions throughout our organisation. We are developing the strands of the product most beneficial to our business in our contact centre environment, with a view to rolling it out to other touch-points in our customer journey.
  • Blended interaction type routing (emails & calls)
  • Skills based routing
  • User development of tailored solutions
  • Real-Time views.
  • Work-Force management tools
  • Reporting & MI
The company is actually very accessible and approachable. I have found them warm and supportive however they are costly and their intentions are not always in line with costs and deliverables.
The solution works well in our Contact Centre environment and in areas where there is direct customer contact.

Genesys PureConnect Feature Ratings

Agent dashboard
Not Rated
Validate callers
3
Outbound response
5
Call forwarding
Not Rated
Click-to-call (CTC)
4
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
3
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
6
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
4
Call analytics
Not Rated
Historical reporting
2
Live reporting
2
Customer surveys
5
Customer interaction analytics
Not Rated

Using Genesys Engage (formerly PureEngage)

SAP BusinessObjects Business Intelligence (BI) Platform, Microsoft Power BI