Item: Genesys PureConnect (discontinued)
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

It is being used by our Customer Care division as our contact center solution. It serves as our omni-channel solution and is utilized for voice, chat, outbound dialing and SMS. It also serves as our WFM and Quality solution; allowing our staff to manage the contact center within a single solution.

Pros and Cons

Call Routing
SMS

The outbound dialing/SMS functionality can be difficult to utilize coming from flat files
Chat needs to have native language processing to improve both agent and customer experience

Return on Investment

It allows us to take interactions via phone and chat
It solves for our outbound communications needs, with outbound dialing, sms and live calls
It has made quality very difficult due to system limitations

Key Insights

Do you think Genesys PureConnect (discontinued) delivers good value for the price?

Are you happy with Genesys PureConnect (discontinued)'s feature set?

Did Genesys PureConnect (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys PureConnect (discontinued) go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys PureConnect (discontinued) again?

Usability

The interface is only semi user-friendly on almost every front. Agent experience is lacking and we have found many limitations within the system. Workforce forecasting is not as robust as expected. Quality continues to be a struggle. Interaction searches are not robust.

Support Rating

Support is seldom helpful. The lack of knowledge regarding this product was very noticeable when speaking w/ support.

Likelihood to Recommend

Genesys PureEngage Cloud is well suited to ACD routing, allowing our staff to receive the calls appropriate to selections customer's make within the IVR.
It is sorely lacking on the Quality side. Our quality associates have struggled reviewing interactions due to the use of multiple screens and the poor quality of the screen recordings when two screens are involved.

Could have been great, but...

Overall Satisfaction with Genesys PureConnect (discontinued)