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Interactive Intelligence | Genesys: PureConnect for Salesforce®
Unify Sales, Services and Marketing Teams with one CX Platform
- Business Need
- Telephony
Provides integration for the most information-rich, multimedia screen pops; embedded call controls within the Salesforce interface with historical call data passed to the agent; presence management; and preview and predictive dialing from a single system.
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Showing 2 of 2 Reviews
Managed Services are Terrible
PureConnect forces you to go through their "Partners" to implement and handle any modifications to their managed package. In some cases, the "Partners" have no experience troubleshooting or working in Salesforce to facilitate these requests in an easy manner. There is an active bug in the managed package that prevents a Salesforce Administrator from being able to perform any administration functions. When accessing the Call Center, through the Call Center Settings Tab in Salesforce. There are records that get stored in the CRMWebClient__Interaction_Attribute__c which are duplicated and not handled properly, causing the Call Center Settings to have numerous duplicate values under the Call Details, Callback Details, Chat Details, Email Details, and Generic Object Details Page Blocks. Ultimately, this hits a Governor Limit and the Page will no longer render. The "Partner" is now asking for browser logs to troubleshoot this and we have yet to be able to discuss this package bug with Genesys.
Decent Out-of-the-Box Functionality but Ability for Quick Admin Customization Required
Overall, the connectivity is easy to setup for an SFDC Admin but you will need IT Infrastructure support to setup a web proxy server. (CIC licensing is required for each user to connect through SFDC.) The out-of-the-box functionality allows for each connection to Accounts, Contacts & Leads and includes the ability to customize SFDC fields provided to the soft phone. I'm still not certain this is necessary if you're using the screen pop to SFDC to show the user a record(s). Would have rated this app higher if you were able to add connectivity to the Case object and custom objects that have phone fields. Screen pops for a found list of cases should be a basic thought for a call center.
Cindy Herrington
04/20/2017
Hi Rob, thanks for your review, connectivity to case objects and custom objects and screen pops to a list is available in the integration. Please contact your ININ partner for more information and assistance to set this up.
@cindy herrington Thanks for your response! Since originally posting, Altivon has assured me that this functionality exists with minimal configuration. In light of that, I've upgraded my original review, adding an additional star. That said, I still highly recommend that Cases be added to the Soft Phone Layout functionality along with the Account, Contacts & Leads. Cases are such a common piece of functionality that it should exist within this layout.