Great on the surface
Overall Satisfaction with Genesys Engage (formerly PureEngage)
We use PureConnect as our enterprise PBX and also for our support contact center. It enables us to work remotely (we are a virtual company) and route calls.
- It's easy to customize.
- It's easy to integrate.
- PureConnect has a great UI.
- Reporting is terrible -- canned reports, as well as the available report data in the database for custom reporting.
- It's missing popular features like scheduled callbacks, a more robust dashboard (e.g. how many calls in queue vs. callbacks in the queue), and the ability to change names.
- The WFM lacks features found in many other WFM solutions. Customers who transition from something else to Optimizer usually regret it.