Genesys, All Software, One Vendor
Shahbaz Chughtai | TrustRadius Reviewer
August 06, 2019

Genesys, All Software, One Vendor

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We at Gulf Contact Centers started with Interactive Intelligence Customer Interaction Center CIC 3.0 in 2010. We're a call center outsourcing company offering outsourcing services in the State Of Kuwait. Until today, we have served more than 50 clients using the same CIC Setup which was upgraded to PureConnect in March 2018. PureConnect is used for both for our call center outsourcing services to our clients and for enterprise communication using Polycom desk phones. Though PureConnect is not designed for enterprise communication, it serves basic communication needs. Using PureConnect, we offer both inbound, outbound (using Dialer), IVR services, etc.. To some extent, it serves our multi-tenant needs as well.
  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
  • Abandoned Call Management: There's no report/module available to return/respond to abandoned calls. We sign with our clients that we'll return abandoned calls within one hour. But we can't get any report from PureConnect to prove it.
  • While on Calls, Agents should be able to see waiting calls so that they can hang up the running call ASAP and respond to the waiting one to keep the abandoned rate low.
  • Flowout calls need to be removed as they cause total entered calls to be confusing.
Genesys stands on high ranking in Gartner Quadrants rating which helps us win service contracts, especially while contesting for public sector contracts. In addition, since the world is moving rapidly to cloud, the flexibility with the Cloud model helps build self-confidence for long survival in the market as compared to other dying competitors.
PureConnect is well suited in Microsoft Environments (where other systems are also Windows-based) and large organizations. It's less suited for small startups or small companies as it is way expensive.

Genesys PureConnect Feature Ratings

Outbound response
10
Call forwarding
10
Predictive dialing
10
Interactive voice response
10
CRM software integration
10
Inbound call routing
10
Recording
10
Quality management
10
Historical reporting
7

Using Genesys Engage (formerly PureEngage)