Item: Genesys PureConnect (discontinued)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

It is used enterprise wide. We have 2 contact centers who are our heavy users: 1) Front-end loan origination and client relations 2) customer service and collections. It allows us to get the interactions to the correct place/people in an effective manner along with allows us to target certain agent groups through bulls-eye routing.

Pros and Cons

Provides flexibility to design interaction flows that work for your business model/challenges.
Provides redundancy and high availability with backup server.
Allows for features to be limited to certain users or user groups via security.

Licensing can be challenging and very expensive.
Client templates are hard to administer and are built very different than the rest of the functionality.
Web desktop has been slow to come along and include all the features.
Optimizer is very sub-par product.

Likelihood to Recommend

It is very flexible and can be designed for your business' needs. The system can be very data-intense which is great when you are doing collection campaigns and best time to contact strategies based on payment history. It can get very expensive quickly as you customize. Every customization is added to your maintenance which people sometimes overlook. Unless you are developing everything onsite.

Genesys PureConnect Feedback

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Use Cases and Deployment Scope

Pros and Cons

Likelihood to Recommend

Genesys PureConnect (discontinued) Feature Ratings