PureConnect - Worth connecting to this!
November 19, 2019

PureConnect - Worth connecting to this!

Jonathan O'Connor | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Our organisation is using PureConnect across the whole business. We currently track calls and emails but looking at the capability to offer other channels. PureConnect gives us the ability to track end to end customer journey and how they contact us. Reporting is adequate to our needs but tailored reporting is difficult or costly to arrange.
  • Tracking agent behaviour through their login. Reports around this are varied and reveal a lot.
  • Adding new work groups/skills and distributing through each area is quick and easily done by admin.
  • Naming convention can cause an issue with understanding across all areas.
  • Add-ons are an additional cost. Anything not out of the box will be a cost. Factor this in for your bid.
  • Reporting can be confusing. What you want and what it gives you are different. Also for reporting purposes, arrival times and when the contact is actually handled matter. If this spans two intervals doubling up can occur.
The ability to add or remove workgroups is easily done and PureConnect is well suited to this. Reporting is too erratic - some are fantastic and some are of no use. But to get this report tailored to your needs is an additional cost even though it could be rolled out to all and a massive benefit to all PureConnect users.

Genesys PureConnect (discontinued) Feature Ratings

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