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PureConnect for the win!
July 27, 2019

PureConnect for the win!

Ryan Warfield | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys Engage (formerly PureEngage)

I use PureConnect in multiple ways. Both in my day to day activities and in demos to customers and prospects. As an all-in-one solution, it has the ability to solve for many needs. Everything from simple PBX functionality to advanced Contact Center requirements.
  • Visibility across the organization
  • Plethora of features and functions
  • Ease of integration
  • Transcription reporting from the assistance interactions.
  • Ability to change the color pallet of the applications to make them look more modern.
  • Needs native WebRTC functionality.
I believe that PureConnect is well suited for organizations that have a need for Contact Center functionality. While it has a great PBX, if the need is only for a PBX, it is not always financially well suited.

Genesys PureConnect (discontinued) Feature Ratings

9.3
Agent dashboard
8
Validate callers
8
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
8
Call tracking
9
Multichannel integration
10
CRM software integration
10
9.2
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
10
Customer surveys
7
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)