Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.
PureConnect was selected 20 years ago, and it does show its age a little -- but like a high-quality machine tool, it continues to deliver value far longer than anyone expected.
We used PureConnect before moving to Cloud CX. The PureConnect had more features and functions at the time we switched, but Cloud CX has been making up ground to compete feature to feature with their on-premise solutions.
You cannot compare PureConnect to the Nortel 11C that I used to support. They are completely different animals. In regard to the ShoreTel system that I supported, PureConnect was considerably more mature with vastly superior support, documentation and functionality.
I've only used two other Contact Center software applications in the past years ago that I can't remember the name of right now. But, I do remember years ago when I start to use [Genesys] PureConnect as a [first] level agent that it was way better than the previous software I …
Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco …
Genesys is for contact centers who are looking for more value-add from their data. Avaya and Cisco traditionally have not had these types of capabilities from my experience. Integrations are much more robust, and many of the functions are customizable.
In our perspective these players were no where in the same league as Genesys and yes I recognize that Genesys eventually bought Echopass. The only thing better was that we could get line by line interaction data on any inbound or outbound answered or abandoned interaction.
I was not involved in the purchase of Genesys PureConnect, so I do not have anything to compare it to. I have been using the product for over 5 years and so far haven't hit any shortcomings within the product.
Much better features than competing products, and better overall stability and support. Evidenced by being a smaller company that has risen fast in a crowded marketplace to be a solid and fierce competitor.
Cisco, a big competitor just does not have great call center …