Why Choosing Genesys PureConnect was the Best Decision we Made in 2018
March 22, 2019
Why Choosing Genesys PureConnect was the Best Decision we Made in 2018
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
PureConnect has proven to be the right choice for our company in bringing together functionality that typically exists on multiple platforms and doesn't play well together. Moving off of our Avaya PBX in 2018 has positioned us to exploit the latest communication technologies. Once limited by our platform, using PureConnect has provided us so many options that our limitations today are tied directly to our own creativity: if we can dream it, PureConnect's features and open architecture allows us to do it. Out of the box with no real strategy changes, our contact center found itself much more efficient. Over the past year, as we have started introducing Omni-channel strategies, self-service IVR, real-time analytics, smarter call routing, etc., we are learning just how much more can be achieved-- and we're just scratching the surface. Integration with our in-house developed contact compliance system looked to be a large undertaking: 100% of all outbound calls are not permitted to launch until PureConnect receives permission from the compliance system. The system tracks historical call data and manages business rules based on client and regulatory requirements. Using handlers and the IceLib API made this project much easier than we had anticipated. One of our best investments was the training and certification of our software developers. I love the fact that Genesys invests as much as it does in R&D. I am confident that Genesys will continue to be an innovator in the communications space and will continue to support PureConnect. The largest frustration for our company is that Genesys is growing so quickly that they appear to often have trouble handling inquiries about new functionality: their marketing team does a fantastic job wetting our appetite; however, to receive additional information or schedule demonstrations (ex. "Build-a-bot workshop), it can take a lot of follow up/escalation. Would I recommend PureConnect to others? I already have.
- PureConnect is a single platform; therefore, everything works well together. With other solutions, we have experienced communication challenges between our core phone system and predictive dialer, our call recording solutions, our speech analytics solution, etc. With PureConnect, those issues are 100% solved.
- We often like pushing things to the limits. We have experience writing custom software solutions with Avaya and Asterisk (FreePBX). Using PureConnect's handlers and IceLib API has been a total game changer: we have gone from taking an R&D approach trying to find a way to do something to having multiple solutions available to us to accomplish our goals. The design, training programs, and documentation have been very well received by our software development team.
- Blending multiple communication channels and being designed to accommodate whatever is coming next has addressed our current needs and has given us confidence that PureConnect will continue to serve consumers in the future.
- WFM does not handle both inbound and outbound. It's the one component that needs to be provided by a third party.
- There is not enough sales support to handle requests regarding new functionality. To get basic information and/or demonstrations can take time and effort.
- Tracking changes would be a good feature to add (perhaps with rollback functionality).