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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Winshuttle
Score9.2 out of 10
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Winshuttle is an SAP-focused data management and robotic process automation platform. It is designed to enable the building and adaptation of Excel and SharePoint-based interactive forms and workflows for SAP without programming.
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.
Winshuttle is well suited to help any company who has data that needs to move from SAP to 'somewhere'. The output file can be Excel, Text, or Access. Query has been greatly expanded in its ability to use SQL statements directly in the product at the 'pre-download' point. For example, you want to have one column do calculations on the data that is being pulled out of SAP via the Query and placed in a specific cell - this can be done - right in the Query script and the result will be produced in your receiving Excel file. I have another small scenario I call 'On the fly" uses. When our asset team had to change their depreciation on a very large number of assets mid-year, Winshuttle Transaction was very helpful. The update would have taken DAYS and lots of shredded nerves to update.
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
"Training" I feel Winshuttle was extremely easy to learn' my team and I went to a week long training class on the uses of the software upon finishing the course we all became internal (company) support as well as expert functional users.
"Ease of use" once a user learns the basics processes of the software it is functionally very easy to use and if there are problems with in the processing that cannot be supported internally Winshuttle community and support quickly helped clear up those issues, "if they occurred"
"Processes data FAST" once the transaction is mapped and recorded the user can move through (process) large amounts of data very quickly, saving lots of time by eliminating manual steps.
"Data Error Correction" through the transactional processing of large amounts of data, nothing is ever perfect, usually during data migration process if a single line fails the process stops, the correction is made to the data and the process starts all over again. Winshuttle data migration process doesn't stop it will provide a list of exceptions upon completion of the data load. It does this by only processing the "good" data and when bad data is encountered it is skipped and an error message is created and added to the data sheet. With this process the user now only has to worry about exceptions that didn't load and also knows why the line failed so making correction are easier and faster.
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
The use of Winshuttle is particularly helpful with systems where data volumes are always very high. If data volumes are not an issue, the use of Winshuttle for cut-over activities might not result in a significant perceivable difference in time savings.
For businesses and sectors that rely on business processes that are complex and tedious with a lot of manual interventions, Winshuttle comes in real handy. However, in situations of fairly straightforward business cases, it would be hard to see perceivable gains from the use of Winshuttle.
At times, the use of complex business process with multiple fields from one transaction needs to be fed into the next for further processing, if the screen sequence changes based on each set of information, the processing could fail. However, these could be overcome by grouping similar screened transactions into one chunk and others into another.
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
Fantastic tool and honestly the best out there for the particular need. I cannot think of any reason we wouldn't renew as it truly offers the perfect solution to what is often a supremely difficult process. Also, I believe that from a cost perspective it is quite agreeable given the amount of benefit/ROI received
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 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
- I have used Winshuttle Transaction and Direct and the interface is simple, intuitive and easy to understand. - Not much technical knowledge of SAP is required before loading the data. - Data can be loaded for any sheet of an Excel spreadsheet - Output messages from Winshuttle are very clear and can be used to as an input to other data loads that use these output data
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
The winshuttle staff are some of the best in the business. I have been working with them for several years and always have had a positive interaction. There support staff are very knowledgeable. There product managers are very supportive as well and always open to hear feedback on how you like the product and any gaps that you would like to find a solution to better improve the products.
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.
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.
Winshuttle works better with SAP than UiPath does in terms of performance and stability. The time to deploy a Process in Winshuttle is faster and less complex. It doesn't require coding skills as much as for UiPath. Winshuttle excels in batch input operations and also has a useful query reporting tool.
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.
