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WFM review of PureConnect
August 06, 2019

WFM review of PureConnect

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Modules Used

  • PureConnect

Overall Satisfaction with Genesys Engage (formerly PureEngage)

It is being used across the organization, however we do still have areas that have not converted. We are able to use both the client based product and the web base product, dependent on CRM used in different areas.
  • End user friendly
  • Ease of configuration
  • Custom routing
  • Multiple platform use
  • Dashboard integration
  • WFM software integration
  • Stability
I think that PureConnect is well suited for large, focused call centers due to ease of end user use and the general ease of configuration. With small custom organization 500 or less, it does not have the reporting methods needed out of the box and is difficult to create custom.

Genesys PureConnect (discontinued) Feature Ratings

5.3
Agent dashboard
6
Validate callers
6
Outbound response
4
Call forwarding
6
Click-to-call (CTC)
6
Warm transfer
5
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
5
Multichannel integration
5
CRM software integration
5
5.2
Inbound call routing
6
Omnichannel inbound routing
6
Recording
6
Quality management
5
Call analytics
5
Historical reporting
5
Live reporting
5
Customer surveys
5
Customer interaction analytics
4
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)