PureConnect Contact Center
July 30, 2019
PureConnect Contact Center
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Engage (formerly PureEngage)
Genesys PureConnect is used by our contact centers in North America and Europe. It provides us a reliable platform for customer contact and reporting with the breadth and agility to explore and implement new solutions to drive efficiency and better customer experience.
- We love having omni-channel communications in one centralized platform!
- PureConnect is a stable and reliable solution that I know we can count on.
- Reporting capabilities put useful information in the hands of our team.
- Interaction Feedback reporting lacks a lot - we get very limited data and can't really use it to interpret the survey data.
- The PureConnect for Salesforce integration is somewhat limited—here's a lot we can't do without using the Salesforce Object Routing Connector, but that poses its own issues.
- The integration with Aspect eWFM has been a nightmare.