A highly customizable platform that can integrate with many applications
May 01, 2020

A highly customizable platform that can integrate with many applications

Blake Dunham | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureConnect

We are using PureConnect as the hub of our connectivity with our students. It serves as our phone system, as well as our contact center solution. From basic connectivity to API calls and database dips for various business needs, PureConnect appears to be able to handle most everything we throw at it. It's helpful with process integration from a user perspective, as well as the customer.
  • The flexibility of Genesys PureConnect, supported by SDKs and APIs is what makes this solution stand out for me.
  • As we've improved our back-end processes regarding how we classify, prioritize, and handle our contact records, our campaigns have been more successful via the dialer system.
  • The ability to add additional attributes/key values to these interactions has allowed us to gain knowledge we have used to create more personal experiences.
  • The Attendant application allows us to do many things with our calls, from a data perspective as well as providing the best service possible.
  • The customization capabilities lead to complexity. Troubleshooting can be tedious at times.
  • The support model could be improved, when compared to other contact center platforms.
  • Out-of-box reporting is lacking, so larger contact centers will need additional apps to gain knowledge from the data.
  • Some key values within the data cannot be easily related, in order to create reports that can drill down from a high level to a granular data point.
  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Genesys is for contact centers who are looking for more value-add from their data. Avaya and Cisco traditionally have not had these types of capabilities from my experience. Integrations are much more robust, and many of the functions are customizable.

Do you think Genesys PureConnect delivers good value for the price?

Yes

Are you happy with Genesys PureConnect's feature set?

Yes

Did Genesys PureConnect live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys PureConnect go as expected?

Yes

Would you buy Genesys PureConnect again?

Yes

Genesys PureConnect, Genesys PureConnect, Genesys PureConnect
If you are looking for a solution that is robust and flexible, this one can accomplish those needs. For a small, simple "telephony system," this may be a bit overkill. The integrations are vast. The ability to inject key values into each interaction allows for greater data-mining across other business platforms.

Genesys PureConnect Feature Ratings

Agent dashboard
9
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
Not Rated
Call tracking
8
Multichannel integration
10
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
Not Rated