Top level view rather than deep dive
November 19, 2019

Top level view rather than deep dive

Gordon Dalgleish | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureConnect

We are an outsourcer and use PureConnect predominantly for the voice channel for our contracted contact centre services.
  • Robust and reliable enterprise telephony service.
  • Ability to flex licensing up and down as our user profiles change.
  • Future proofing of services through new digital channel integration, ease of cloud services integration and third party add-ons.
  • Simple and easy to use agent user interface.
  • Cost of the digital/AI based services are high relative to other cloud provided services.
  • Hardware provisioning for PureConnect misaligns with cloud adopted technologies - it's not an evergreen architecture for us.
  • PCI integration using a third party PCI provider is harder to implement than one would expect.
Great for centrally managing services on a corporate WAN as compared to PureCloud, which is accessible from any internet based site. Good for faster deployment of contact centre services across lots of different clients as the multi-tenancy capabilities are good and lean to deploy. Great for fine tuning the configurations and integrations with OUR third party applications.

Genesys PureConnect (discontinued) Feature Ratings

Agent dashboard
9
Validate callers
7
Outbound response
7
Call forwarding
8
Warm transfer
8
Predictive dialing
8
REST APIs
9
Call scripts
6
Call tracking
9
Multichannel integration
7
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
7
Recording
9
Call analytics
7
Historical reporting
6
Live reporting
7
Customer surveys
8