Genesys PureConnect (my overview)
March 22, 2019

Genesys PureConnect (my overview)

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Across all of Atos RTS. We have offices in Clovis, NM; Fargo, ND; Chengdu, China; Monterrey, MX; and Manila, Philippines. We use to as our VoIP solution.

Pros

  • We've used the product prior to Genesys when it was called I3 and owned by Interaction Intelligence. ICBM is a strong component to the Telephony platform with its seamless monitoring inbound/outbound phones calls.
  • The ICBM application also allows for the creation of quality assurance surveys that can be customized by the end user. ICBM also gives the ability to search and retrieve call recordings.
  • The customization aspect via handlers is also a strength whereas my team has the ability to create modifications within the system to change the way calls are handled, change the IVR actions, etc.
  • The Genesys technical support teams do a fantastic job at providing the support needed to resolve a large variety of issues/concerns that are encountered. Typically the team does a great job of keeping the consumer in the loop when tickets/incidents are raised.
  • The Testlab site for validating products that work on the platform and also Windows Updates that have been tested is fantastic! This really helps out with teams that handle multiple facets of IT rather than just one aspect of it and it makes WSUS and Windows Update-related patching an absolute breeze because seldom does the uncertainty lie in whether or not a particular update will break operations on the platform.

Cons

  • The licensing aspect of Genesys can be overwhelming from the perspective of someone taking charge of the process for the first time. The portal does a great job of showing bundled licensing, however, the support teams sometimes tend to fall short providing proper clarifications if any confusion is encountered whether it be with the licensing process, or with a particular licensing-related question. Typically, the licensing support team does pretty well, however, there are times where the issue or question needs to be restated in order to get a proper detailed answer to proceed.
  • While the knowledgebase has greatly improved over the years, the community site forums still tend to present some struggles, specifically with keyword searches. While I realize it's difficult to really fully finetune community-based knowledge, it would be nice to see an indication of which particular posts actually include a valid resolution and which do not. I feel this would improve the quality of the overall community-driven self-support aspect/facets of the product.
  • The biggest fall short aspect is the media servers. Specifically, that the support requirement is that they are to be physical servers rather than virtual ones. From a technical standpoint, this makes sense, however, from a business/cost savings standpoint, for a company wanting to move to SaaS or any virtualization, there will be support-boundaries herein that the media servers will always need to be on physical hardware.
Genesys PureConnect has served Atos RTS particularly well in the aspects of customization. For example, there is the application known as Interaction Attendant, which is responsible for essentially building out the entire IVR through what are called "attendant profiles." Here we can drill into aspects such as audio messages/ACD-based transfers to workgroups. To further this though, customized handlers allow the ability to really take call handling to the next level. For example, it's possible to set a percentage of calls that will perform a specific action. This has helped greatly when our company decided to integrate an external entity for surveys that McDonald's stores would take after completion of a call. This allows the ability to define thresholds for what calls fall into what actions. In this scenario, we did a 50 percent that would external transfer upon call completion to this external survey entity and 50 percent that would not, built out a customized handler and even created a custom button inside of interaction desktop that the agents were trained on using to disconnect the call, which would initiate the custom handler and perform the transfer. All in all, the customization aspect of the product is a great strength.

Genesys PureConnect (discontinued) Feature Ratings

Agent dashboard
8
Validate callers
7
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
7
Call scripts
Not Rated
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
9
Recording
8
Quality management
9
Call analytics
9
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated

Using Genesys Engage (formerly PureEngage)

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