Flexible PureConnect for Call Centers
July 27, 2019

Flexible PureConnect for Call Centers

Steve Fulkerson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Genesys PureConnect is used by the call center portion of our business and the staff that support the call center.

Pros

  • Gets the call to the right agent (properly skilled and trained).
  • Open sourced and extremely flexible to meet the unique needs of our business.
  • Multiple tools available for call-center management and support.

Cons

  • Support for the product is slowly moving toward PureCloud which is the future.
PureConnect is a great solution for call centers. It properly routes calls with its proprietary ACD call routing. Routing based on skill, pay, time available, etc.—it all factors in.

Genesys PureConnect (discontinued) Feature Ratings

8.8
Agent dashboard
9
Validate callers
8
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
9.4
Inbound call routing
10
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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