Likelihood to Recommend I travel a lot and this makes Contivio easy to use, all I need is a good WIFI connection and I am good to interact with the clients anytime/anywhere. The flexibility of not running out the options to get the business running is amazing. The only thing that bothers me is that you may not realize that you're not logged in as you cannot see when the phone logs you out of the application, this also means you might loose out on a running call or the call may not get recorded.
Read full review CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration. CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Read full review Pros It's great for call center setups It's nice to have the ability to use the desk phone or a soft phone It syncs to Salesforce and logs my calls under the appropriate account, which is incredibly helpful. Read full review Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all. Superb Notifier Service: You don't have to restart any process or service for a change to take effect. Read full review Cons Sometimes it needs multiple tries to sign in and this has been troublesome At times I have missed call records and it bugs when you really need to listen to the call for details If I am barged into a colleague's call no one else can barge in until I get off that call. This can be a problem when there are mentees who need to learn from these conversations Read full review Licensing can be challenging and very expensive. Client templates are hard to administer and are built very different than the rest of the functionality. Web desktop has been slow to come along and include all the features. Optimizer is very sub-par product. Read full review Likelihood to Renew I am happy with the application. Contivio is very easy to use, and I hardly ever run into problems so easy to give a decent rating!
Read full review We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
Read full review 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.
Read full review Reliability and Availability The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
Read full review Performance Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect). As far as IVR operations, web service calls, database operations: they all operate reasonably.
Read full review Support Rating Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Read full review In-Person Training I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
Read full review Online Training The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
Read full review Implementation Rating Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
Read full review Alternatives Considered Jive is behind the times in terms of user interface and functionality.
Read full review 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 side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Read full review Scalability Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
Read full review Return on Investment Contivio auto-logs my calls to my Salesforce accounts, which makes my job much easier and quicker It's provided a uniform system for our entire company It isn't very user friendly, so the transition to Contivio was very rough Read full review We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job. We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off. Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome. Read full review ScreenShots Genesys PureConnect (discontinued) Screenshots