Genesys PureConnect (discontinued) vs. HashiCorp Nomad

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.

Nomad is well suited for organizations who wish to tackle the problem of cloud computing with as little opinion as possible. Where competing tools like Kubernetes limit the concept of "batteries included," Nomad relies on engineers understanding the missing components and filling them in as necessary. The benefit of Nomad is the ability to build a system out of small pieces with the cost of having more complexity at a system level compared to alternatives.

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• 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.

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• Nomad is incredibly simple by nature, following the Linux philosophy of doing one thing great. That one thing for Nomad is job scheduling.
• Nomad is a modern tool, written in Go with a large community and maintained by HashiCorp.
• Implementation of Nomad is very simple since it is a single binary.

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• 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.

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• Nomad only handles one part of a full platform. Expertise and vision are required in implementing an entire system that is functional enough for an organization to rely on. This includes other tools to handle things like secrets, service discovery, network routing, etc.
• Nomad is delayed in some modern functionality, like features for service-mesh and open tracing. These features are on the tool's roadmap, but there's currently no native support. These paradigms can be established still, but require more expertise outside of Nomad itself.
• Nomad is not the leading tool for this space, and as such risks being left behind by tools with much greater support, such as Kubernetes.

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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.

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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.

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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).

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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.

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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.

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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.

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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.

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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.

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.

Nomad's primary competitor is Kubernetes, specifically its scheduling component. Kubernetes is a much more complete system that will handle more things than job scheduling, including service discovery, secrets management, and service routing. There also exists a much larger community support for Kubernetes vs Nomad. One might say Kubernetes is the safer choice between the two. Kubernetes is the complete "operating system" for cloud computing, but with it includes complexities that are "Kubernetes" specific. The decision really comes down to a mindset of monolith vs components. With Kubernetes, I would argue you choose the entire system as a whole. With Nomad, you design your system piece by piece. There is no wrong answer.

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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.

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• 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.

• Nomad has allowed our organization to deploy quicker and more frequently with a lower failure rate.
• Nomad has brought in consistency from an operations perspective.
• Nomad's performance allows us to scale infinitely while providing functionality that reduces mean time to repair (canary deploys, versioning, rollbacks, etc).

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