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PureConnect
July 27, 2019

PureConnect

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

It is currently used in the Call Center for call routing, workforce management, and quality assurance. It allows us to understand our customer's behavior and route them to the right person to help.
  • Call routing to the right user.
  • Monitor and capture agent screen and customer speech content.
  • Creates opportunities to further efficiency.
  • The WFM system called Optimizer is missing automation and key functionality out of the box.
  • Canned reporting is limited.
  • Dashboard to visually display KPIs.
Into mid to small contact centers for their WFM software, small to large contact centers for everything else.

Genesys PureConnect (discontinued) Feature Ratings

7.0
Agent dashboard
2
Validate callers
5
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
8
Call scripts
Not Rated
Call tracking
6
Multichannel integration
9
CRM software integration
7
8.3
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
7
Call analytics
6
Historical reporting
7
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)