Item: Genesys PureConnect (discontinued)
Rating: 6
Author: Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Use Cases and Deployment Scope

Genesys PureConnect is an ideal support tool to provide all kinds of web solutions. Thanks to this tool you can have a closer relationship due to the different features it has, and in this way, you can provide different support options. It helps to give a more complete answer to all your needs. We can provide support via email, phone, live chat, and many more options.

Pros and Cons

Pros

Compatible with other CRM software.
Creation of support groups, which allows a multiple solutions in more advanced cases.
Easy to use.

Cons

A lag time when lots of cases are being solved at once.
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).

Likelihood to Recommend

I think PureConnect is best suited for an organization that is looking to improve CSAT and reduce expense. It may not be the best choice for smaller companies that don't have a lot of communications traffic. Where Genesys shines is when flexibility to make changes is needed. An example that stands out is a significant weather event drove extremely high call volumes into our call centers. On the fly, we were able to make routing adjustments which would overflow calls to representatives with availability which provided a much better customer experience.

Genesys PureConnect (discontinued) Feature Ratings

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Genesys PureConnect Review