Genesys PureConnect (discontinued) vs. GraalVM

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.

Its well fit for the environment where applications are written in programming languages supported by GraalVM. It's [a] very powerful and reliable, high-performer Java Virtual Machine that provides the Java Development kit i.e JDK that has the ability to compile the Java apps ahead of time. Maintenance of this tool is simple and it [increases] the efficiency of the product since it requires few resources.

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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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• Best performance of applications
• High efficiency of applications
• Reduced hardware requirements
• Lesser consumption of resources
• Universal support to multiple programming languages
• Reduced size of applications
• Creation of virtual images for testing on Android and iOS mobile operating systems
• Creation of native images
• Excellent support
• Documentations are detailed enough to learn and use easily
• Easy to use

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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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• It should be possible to use GraalVM EE to distribute native images of JavaFX applications for mobile platforms, especially for Apple platforms.
• Native Images are a game changer. However, compiling complex applications can be a pain. Better support for an improved transition process are a must.

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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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Like all Oracle tools, you can find a lot of documentation and also write down your questions in a forum. Sadly I don't see too many users so far but I hope it'll keep increasing and in a short period we will have more information and ofc issues fixed. So far, everything I needed I could find easily.

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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.

GraalVM is at the top when it comes to executing Java applications in terms of speed. With its amazing fast ahead of its time compiler it helps in reducing the startup time of the applications. Also, the overall performance of the product is increased and reduces the latency as well. It supports multiple languages such as Groovy, Ruby, Javascript, R, Python, Scala, Java, Clojure, and many more.

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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.

• Financial: Increased Java container count on the same hardware.
• Performance: Decreased cold start time for container startup.
• Training: Adopting GraalVM has a learning curve. This requires investment in time and resources. The benefits come through re-evaluating our current deployments for optimization.

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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