Points of the decision to introduce PureConnect and the mechanism realized
KENICHI ODAIRA | TrustRadius Reviewer
May 17, 2019

Points of the decision to introduce PureConnect and the mechanism realized

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureConnect

Our company sells office supplies online. Our company uses this product in all of our customer service departments. There are approximately 700 seats available. Among them, the average number of active seats is 550. There are a lot of inquiries about delivery about the handling products. By using functions such as IVR, we introduced them to process those queries efficiently. Also, our company has a small number of members in the information system department. Therefore, we introduced PureConnectCloud to reduce internal system operation tasks.
  • We introduced PureConnect Cloud to dramatically reduce our system operation tasks.
  • As call flow configuration change is easy, it can respond to sudden operation change immediately.
  • System accounts such as InteractionDesktop and ICBM are common.
  • SwichOver to the backup center at the time of failure is very fast.
  • The response of InteractionSupervisor, InteractionAdministrator, and InteractionAttendant is very slow.
  • I want a function to change batch user information of InteractionAdministrator.
  • I want a batch download and batch upload function of InteractionAdministrator user information and WG information.
At our company, I think we could reduce the cost of operating the system by about 15%. About setting change such as call flow. In the system before PureConnect introduction, although it took about two months including the time of meeting with the system vendor, with PureConnect it is possible to change in 1 day at the shortest. This has significantly improved the speed of providing customer service.

1. About customer service. This has a function that contributes to the improvement of customer service. Staff with expert knowledge respond to customer inquiries as primary contacts (IVR function). The site manager changes the distribution of received power of the CM to minimize call loss in response to fluctuations in the type of inquiry and the number of incoming calls (management and maintenance functions)

2. About growth and evolution. We can follow the service evolution of our company. Functional improvements such as work efficiency, usability, and security level are implemented regularly and provided free of charge. It is possible to respond quickly to the addition or change of service (call flow change, IVR setting change self-maintenance function). You can easily expand the inquiry booth and add more bases.

3. About security backup. Security measures and support for BCP are prepared, A backup data center is prepared and switching is implemented without any impact on business operations, even in an emergency.
PureConnect Cloud is very suitable for companies that can not spend resources on system operation because of the small number of people in the information systems department, as in our company. Also, suitable for a company that requires some degree of system customization at the time of introduction. As long as our company uses it, there is no scenario that is not particularly suitable.

Genesys PureConnect Feature Ratings

Agent dashboard
10
Validate callers
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
9
CRM software integration
10
Inbound call routing
10
Recording
10
Call analytics
10
Historical reporting
8
Live reporting
9
Customer surveys
8
Customer interaction analytics
10