A highly customizable platform that can integrate with many applications
May 01, 2020
A highly customizable platform that can integrate with many applications
Score 8 out of 10
Vetted Review
Verified User
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 (discontinued) delivers good value for the price?
Yes
Are you happy with Genesys PureConnect (discontinued)'s feature set?
Yes
Did Genesys PureConnect (discontinued) live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys PureConnect (discontinued) go as expected?
Yes
Would you buy Genesys PureConnect (discontinued) again?
Yes