I highly recommend PureConnect for your contact center solution
Anonymous | TrustRadius Reviewer
October 25, 2019

I highly recommend PureConnect for your contact center solution

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

We utilize Pure Connect in our contact centers and have taken advantage of its multi-channel routing functionality. We have a large outbound dialer component, as well as a substantial IVR consisting of over 100+ toll-free numbers. We have taken advantage of some of the built-in functionality: workforce management (WFO/WFM), voice and screen recording, interaction analyzer and Interaction optimizer. We are also in the process of integrating with Salesforce.
  • Outbound Dialer: Member engagement is a huge business driver for our company and the outbound dialer really drives that engagement. It is more efficient and effective than any other dialer I have ever used.
  • Inbound Attendant: The configuration interface for Interactive Attendant is intuitive and simple to use.
  • Stability: We have a high availability environment and rarely ever have to switch to our backup server. The platform runs clean and is reliable.
  • I would love to be able to rename and user I.D. Currently, we have to delete and rebuild the profile.
  • I would like to see some of the built-in applications like Optimizer expanded upon. I believe there is a 500 agent limit on the size of the scheduling unit you can create.
I was not part of the decision to implement Pure Connect, as it was in place when I started in 2007. I will say that we have been so pleased with the product, we have stuck with it and upgraded the platform through the years: from CIC 2.4, all the way through to CIC 2018 R3.
Pure Connect is the perfect phone system for any SM/MD/Large contact center. It's more than a standard PBX: It has a ton of built-in applications to help you achieve your business goals.

Genesys PureConnect Feature Ratings

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