PureConnect
July 27, 2019
PureConnect
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.