Your employees can spend less time routing communications and more time working!
Kristen Reeves | TrustRadius Reviewer
July 24, 2019

Your employees can spend less time routing communications and more time working!

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureConnect

PureConnect is used by multiple departments within the county as the primary contact center point for inbound and outbound calls, emails, and messages. PureConnect cuts out the requirement for multiple people having to continuously monitor our calls and messages. PureConnect also makes it easier to provide the best customer service 100% of the time by always being there and available to route calls or messages to the appropriate person or department.
  • Pureconnect is highly customizable. The system has so many features that can easily be adjusted or set to accommodate the needs of each business or department and can be changed at any time by the administrator(s).
  • PureConnect is capable of being the primary contact point for multiple departments within a business. For example, our business is made up of several departments within one building. Pureconnect has the capability of routing the customer to the correct department and to the right person within that department based on their specific needs.
  • PureConnect has an excellent customer service department. If ever you find yourself needing guidance or assistance with this program, their customer service will be right there able and willing to help as needed.
  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
Our customer satisfaction percentages have gone up significantly. Wait-time has decreased for customers. We have saved money and increased staff work completion percentages and time completed in because we were able to eliminate the need for multiple staff members being required to handle all of our communications each day. Now instead of answering calls and messages, these employees can work where they are needed.
I was not involved a whole lot in the decision making of switching over to PureConnect but from what I have been told, this system has amazing reviews both for their product and customer service. Several surrounding counties and other businesses had also recommended that we look into potentially switching over to PureConnect.
PureConnect is capable of appropriately handling and/or routing high-capacity calls, emails, and messages. Therefore, it is most well-suited for a business that has a lot of communications traffic. I do not believe it would be very beneficial or cost-effective for a small business who only handles or receives a few calls or emails each day.

Genesys PureConnect Feature Ratings

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