Great Customer Connect Product
Anonymous | TrustRadius Reviewer
September 30, 2019

Great Customer Connect Product

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We have a lot of calls coming from multiple people and Genesys PureConnect really allows us to route it to the right set of people. The cloud version with no downtime has been an absolute blessing. It was earlier being used as part of a department but now it is being implemented across the organization.
  • Integration with existing platforms.
  • No downtime on the cloud version
  • Ease of use for supervisors and agents
  • Failovers are easily triggered.
  • Server turns slow when there are are a lot of use cases.
  • Some level of customization for the buttons.
At any organization, one thing that we really consider is the technological advancement of any company before we onboard them in any form. Genesys PureConnect has been an absolute pioneer in a lot of these aspects. The primary one being Cloud deployable platform. This allows us to perform analytics on the fly and given our status as an Analytics leader, we were absolutely sold on this.
As mentioned earlier, we have a lot of incoming requests from multiple verticals and Genesys PureConnect really allows us to handle these in a seamless manner. There are multiple systems internally and this acts as a bridge between them all, hence saving considerable resource time. Not very suitable if you want to use more than just rules-based chat.

Genesys PureConnect Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
7
Interactive voice response
9
REST APIs
8
Call scripts
9
Call tracking
8
Multichannel integration
9
CRM software integration
9
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
9

Using Genesys Engage (formerly PureEngage)