A very powerful tool for call centers
January 30, 2020

A very powerful tool for call centers

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

Overall Satisfaction with Genesys PureConnect

We are using it across the whole organization to solve for the lack of a general communication hub. Now we have a strong contact center that improves our workflow and has improved our efficiency in terms of internal operations and customer support, without having to complement different solutions that don't always understand each other.

Pros

  • A super user-friendly UI.
  • A very useful chat feature.

Cons

  • The report area needs improvement.
  • The support team doesn't always seem to have the expertise you would expect.
I think the best possible scenario for this app would be a call center. It will help you to have an overview of your workflow and to keep all the members on track. It also aids you with feedback on different campaigns you may be launching, so you can make adjustments as quickly as possible, ensuring that your customers return to operate with you again.

Genesys PureConnect (discontinued) Feature Ratings

8.7
Agent dashboard
8
Validate callers
9
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
7
Interactive voice response
8
REST APIs
8
Call scripts
9
Call tracking
9
Multichannel integration
10
CRM software integration
10
8.8
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
9
Historical reporting
8
Live reporting
9
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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