Genesys PureConnect
January 18, 2019
Genesys PureConnect
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
Genesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the preferred contact center solution for Aetna in 2012, 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 telephone platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.
- CX Insight makes it easier to define and track KPIs and create your own modern, interactive dashboards for real-time monitoring and that makes it easier to achieve desired business outcomes.
- Modern Interface.
- Widgets-let you more easily deploy and use chat capabilities. You don’t have to write code to customize and personalize these features. Launch chat widgets on your website to enable chat conversations with just a few configuration settings and the push of a button.
- Modern Interface places a priority on building out a single, modern all-in-one interface to provide users with more flexibility and ease of use.
- External chat (customer to an agent) is currently poor, with very basic and limited experience. The internal chat is much more feature-rich but is only used between system users.
- Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find.