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I can feel it coming in the air tonight, oh Lord!
July 30, 2019

I can feel it coming in the air tonight, oh Lord!

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

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Genesys PureConnect is mostly used in our Call Center. It has allowed members to schedule/reschedule/cancel trips via phone, chat, email, or IVR self-service.
  • Call Routing
  • Call Recordings
  • Uptime
  • Support : Better communication
  • Better options for bulk editing/skilling
  • Wish the Windows registry wasn't used so much for settings
Genesys PureConnect is well suited for companies looking to simplify and track all customer-facing interactions.
It is less appropriate for companies looking to own and manage their equipment.

Genesys PureConnect (discontinued) Feature Ratings

7.4
Agent dashboard
8
Validate callers
Not Rated
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
7
Predictive dialing
Not Rated
Interactive voice response
7
REST APIs
7
Call scripts
6
Call tracking
8
Multichannel integration
9
CRM software integration
Not Rated
8.1
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
7
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)

Cisco Unified Communications Manager (Call Manager), Microsoft Exchange