PureConnect
May 07, 2019

PureConnect

Trista Wiegel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We currently use PureConnect for our Operations and Customer Service departments to takes calls, chats and Emails. It address efficiency in getting interactions answered in order of importance and in a timely manner. Out of 400 employees we currently have 150 users on the Pure Connect platform.
  • IVR Flow
  • Chat
  • Email
  • The one item we are waiting on before going to the cloud version is emails to be printed. This would be a great feature to have which the on-premise already does have.
  • Security upfront when calls are coming in.
  • Integrating with CRM which our outside agents use.
We love working on the PureConnect platform and our 3rd party vendor makes this easy to do!

Genesys PureConnect (discontinued) Feature Ratings

Outbound response
8
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Interactive voice response
9
Call scripts
9
Inbound call routing
7
Omnichannel inbound routing
7
Recording
9
Quality management
8
Call analytics
6
Historical reporting
8
Live reporting
8
Customer interaction analytics
6

Using Genesys Engage (formerly PureEngage)

150 - 150 use PureConnect. About 20 users for ICBM. About 10 have access to some parts of the Admin. 2 have access to attendant, full Admin access and Scheduled reports.
2 - Currently I sure as the Administrator and items I cannot handle go onto our IT contact or I call the TAC team at Avtex
  • Call Center
  • Reporting
  • Routing of chats, emails and calls
  • Building new IVRs
  • Integrating Chats and emails in with our call flows.