Genesys PureConnect
January 18, 2019

Genesys PureConnect

Kimberly Thomas | TrustRadius Reviewer
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.

Pros

  • 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.

Cons

  • 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.

Hands down, the ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for outbound, email/chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call a different number. We are also able to house all supporting documents within the software, so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PrueConnect as we were maxing out and having a difficult time going up/down in seats. PrueConnect is agile, our previous option was easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PrueConnect through the step-by-step directives. I also really like that there are improvements being made daily to PrueConnect (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product.


Genesys PureConnect (discontinued) Feature Ratings

8.7
Agent dashboard
8
Validate callers
9
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)

Comments

More Reviews of Genesys PureConnect (discontinued)

  1. Home
  2. Contact Center Software
  3. Genesys PureConnect (discontinued) Reviews
  4. User Review of Genesys PureConnect (discontinued)