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Great Customer Connect Product
September 30, 2019

Great Customer Connect Product

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

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.
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 (discontinued) Feature Ratings

8.5
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
8.4
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
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Engage (formerly PureEngage)