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Loyal CIC advocate
September 16, 2019

Loyal CIC advocate

James Tans | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We use it as a call center solution for our customer. Conduent is a BPO where you can outsource, for example, your customer service
  • Intelligent call routing
  • Stable inbound/ outbound telephony
  • All in one suite
  • All in one suite should have CRM functionality
  • More flexibility in call data.
Its well suited in Enterprise organizations where customer service is highly attended to. It is not so suitable for emergency rooms where 100% availability is a must and cherry-picking is needed.

Genesys PureConnect (discontinued) Feature Ratings

7.7
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
7
Click-to-call (CTC)
4
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
7
Call scripts
7
Call tracking
6
Multichannel integration
9
CRM software integration
6
7.7
Inbound call routing
9
Omnichannel inbound routing
9
Recording
7
Quality management
7
Call analytics
8
Historical reporting
8
Live reporting
7
Customer surveys
7
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)