Pure Connect-Pros and Cons

General Information

Pure Connect is an all-in-one omnichannel engagement solution that is rapid to deploy, simple to administer, flexible, easily tailored, and cost-effective for mid-size to large organizations. Available both in the cloud and on premise.

PureConnect provide you with cost-effective tool for mid-size to large organizations, ease of development and change. Its Integration is easy, regardless of the platform and have zero downtime. Pureconnect operate 24/7and its automatic distribution made easy. Some other features are that it provide support via email, phone, live chat, is compatible with other CRM software.

Newer Innovations in the PureConnect

With PureConnect easily manage multiple incoming interactions on a single screen at the same time. We have user administration over all flow design. Its interface allows each supervisor to customize their interface. PureConnect IceLIb – provides an incredible level of granular customization
Partnership with Microsoft for UC has made the tool very effective. Packed with tools for call-center management

Why we use PureConnect?

The reason to use PureConnect is that PureConnect solution provides unparalleled contact center features and flexibility. The support we receive feels genuine

PureConnect allows for seamless integration of varying telephony modes (PSTN, ISDN, SIP & VOIP) that may be utilized across multiple sites, Security policies, phone and video recording of interactions, skills-based routing (SBR). Skill based routing is a fantastic concept and executed well

PureConnect ability to monitor the customer’s waiting times & employees average handle time is geat innovation.

Industry Positive Comments

Some of the positive comments of users are that upgrading is painless, din’t experience any loss of data and the ease of use for both the supervisor teams and agents was great. Control capabilities go far beyond and sales and support engineers are the best by company.

Needs Improvement

Some of the customers expect improvement in no “proactive rule-oriented chat” , technical support take too long to get the answer. There is no full WhatsApp integration as channel, license model for PureConnect is very rigid. More guidance from Genesys should be given on licenses.