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.
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KNIME Analytics Platform
Score7.8 out of 10
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KNIME enables users to analyze, upskill, and scale data science without any coding. The platform that lets users blend, transform, model and visualize data, deploy and monitor analytical models, and share insights organization-wide with data apps and services.
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.
KNIME Analytics Platform is excellent for people who are finding Excel frustrating, this can be due to errors creeping in due to manual changes or simply that there are too many calculations which causes the system to slow down and crash. This is especially true for regular reporting where a KNIME Analytics Platform workflow can pull in the most recent data, process it and provide the necessary output in one click. I find KNIME Analytics Platform especially useful when talking with audiences who are intimidated by code. KNIME Analytics Platform allows us to discuss exactly how data is processed and an analysis takes place at an abstracted level where non-technical users are happy to think and communicate which is often essential when they are subject matter experts whom you need for guidance. For experienced programmers KNIME Analytics Platform is a double-edged sword. Often programmers wish to write their own code because they are more efficient working that way and are constrained by having to think and implement work in nodes. However, those constraints forcing development in a "KNIME way" are useful when working in teams and for maintenance compared to some programmers' idiosyncratic styles.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We are happy with Knime product and their support. Knime AP is versatile product and even can execute Python scripts if needed. It also supports R execution as well; however, it is not being used at our end
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
KNIME Analytics Platform offers a great tradeoff between intuitiveness and simplicity of the user interface and almost limitless flexibility. There are tools that are even easier to adopt by someone new to analytics, but none that would provide the scalability of KNIME when the user skills and application complexity grows
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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).
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
KNIME's HQ is in Europe, which makes it hard for US companies to get customer service in time and on time. Their customer service also takes on average 1 to 2 weeks to follow up with your request. KNIME's documentation is also helpful but it does not provide you all the answers you need some of the time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
KNIME Analytics Platform is easy to install on any Windows, Mac or Linux machine. The KNIME Server product that is currently being replaced by the KNIME Business Hub comes as multiple layers of software and it took us some time to set up the system right for stability. This was made harder by KNIME staff's deeper expertise in setting up the Server in Linux rather than Windows environment. The KNIME Business Hub promises to have a simpler architecture, although currently there is no visibility of a Windows version of the product.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
Having used both the Alteryx and [KNIME Analytics] I can definitely feel the ease of using the software of Alteryx. The [KNIME Analytics] on the other hand isn't that great but is 90% of what Alteryx can do along with how much ease it can do. Having said that, the 90% functionality and UI at no cost would be enough for me to quit using Alteryx and move towards [KNIME Analytics].
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
It is suited for data mining or machine learning work but If we're looking for advanced stat methods such as mixed effects linear/logistics models, that needs to be run through an R node.
Thinking of our peers with an advanced visualization techniques requirement, it is a lagging product.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
