Genesys Takes You To The Next Level!
July 27, 2019

Genesys Takes You To The Next Level!

Bradley Leonard | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use PureConnect as our call center platform. We currently have around 1000 agents and they all sign in using PureConnect products like Interaction Desktop to take calls and ICBM to monitor. I use applications like Interaction Administrator and Interaction Attendant to manage and provision the platform and we work with the Genesys team to manage servers and other infrastructure.
  • Their platform is pretty rock solid as far as staying up and doing what it's supposed to do.
  • They provide ample documentation that I can use to fix problems myself.
  • They're quick to answer the phone when we need help.
  • Their support leaves a little to be desired at times. Sometimes I feel like we know more than their experts do.
  • The unplanned switchovers have to stop.
  • I'd really like to know that things like single sign on are going to work the way they're supposed to at all times.
I think Genesys Pureconnect is the way to go if you have a call center, big or small. The strides they're taking with AI and predictive routing are very impressive and can really help the agent/customer experience in a big way. It's nice to know that calls are going to the people that need to take them and we can decrease the time on the phone.

Genesys PureConnect (discontinued) Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
8
Quality management
9
Call analytics
7
Historical reporting
9
Live reporting
7
Customer surveys
8
Customer interaction analytics
8

Using Genesys Engage (formerly PureEngage)