TrustRadius
https://dudodiprj2sv7.cloudfront.net/product-logos/C8/Rc/U2C1HHG3NHC5.JPEGGenesysGenesys PureConnect, a tough act to follow!2018-04-24T14:26:42.259ZMy company uses PureConnect on a daily basis in our call center. We are a value-added reseller of various technology solutions. Genesys PureConnect manages our incoming Customer Service queue as well as other call paths. We are using multiple capabilities in the system such as TTS, Call Recording, etc. It is obviously critical for the calls to reach the correct individuals which this product has always done with great success.
We also have the ability to deep dive into any call issues and trace them ourselves rather than relying on an outside party.
Being able to easily set up main queues with tertiary paths is a huge plus for this product. I have used, installed and supported various phone systems and PureConnect is by far the best, most capable, easiest to use & support that I have encountered.,Call queuing with the ability to maintain call control to handle various scenarios
Call Recording with easy access to review the recordings, create and review agent scoring for amazing quality control
Functions of Text-to-Speech and Automated Voice Recognition for call routing
Integration with various SIP gateways, phone, and devices
Ease of access, maintenance, day to day management without techs needing to have been a Telecommunications engineer to manage their individual functions
Workforce management capabilities
Dialer capabilities for outbound marketing campaigns
Easy addition of Survey capability to allow callers to rate their interactions,System logging in more plain language so that problems can be traced out without needing to call support
More emphasis on the software interface to be faster, especially with the management and supervisory functions,10,I believe we have had improved customer satisfaction and have had the same report from our customers when we implement PureConnect to make sure their calls are driven to the best individuals for each call. The managers and supervisors really like the built-in call accounting with this system to be second to none in data gathering for easy reporting of call center metrics. We have had multiple customer reports that they have saved money on Telecommunications, reduced call abandons and more satisfied customers over the years.,The biggest item for my company is that we can leverage the ability of the Genesys product to integrate with any other phone system. Whether it is SIP-based or using PRI trunking, we can make a way to work together to help the customer successfully drive calls where they need to go, which of course improves each customer's efficiency and helps them become more successful in their industries.,Cisco ASA, Cisco Unified Communications Manager (Call Manager), AudioCodes E-SBCRichard OberleFeedback from 4 years with Genesys PureConnect2018-03-30T17:33:45.588ZGenesys PureConnect is being used in my organization for 4 years. PureConnect is deployed for 9 sites over 4 countries in Europe and North Africa (France, Germany, Romania & Tunisia). It helps us to provide Technical support to our customers. Every day up to 800 simultaneous technicians are answering 25000 interactions. Our customers are contacting our technicians on different channels: voice, chat, mail, web callback.,Simplicity to implement a IVR
Easy to deploy,Realtime information
Reporting,8,Genesys PureConnect has improved the ability to our contact center supervisors and managers to analyze the activity by themselves. This increased the capacity to answer quickly and more efficiently to our customers. This is improving the end users' satisfaction.The capacity to administrate the system from one location is reducing the IT costs of the solution.,Genesys had been selected according to its ability to innovate. The premise deployment is mandatory to our business (we provide support for some critical companies like banks or enterprises connected to national defense and security). The roadmap to the cloud and the possibility to have a mixed deployment between the cloud and premise was also a key factor in the selection process.,GoToMeeting, SAP CrystalLionel FlorencePureConnect Improved our customer service2018-03-21T22:10:29.579ZThe Genesys PureConnect Product has been selected as the contact center of choice by our organization. It helps us manage internal and external customers in a professional manner. We deploy it throughout many of our departments and are continuing to develop applications to replace inefficient plain old telephone services.,Pureconnect provides a professional interface for multi media contact with customers
PureConnect provides real time and historical data to help manage our contact centers
PureConnect provide recording and analysis tools to help evaluate customer contact successes,Though the High availability server pair solution is rock solid high volume email users notice that queued email interactions get re-queued with a new time stamp on switchover,10,Our major benefit has been the perception of our customers that they now are contacting a professional organization. With improved agent and supervisor training we are providing our customers with a much improved resolution times to customer contact issues.,Genesys (Interactive Intelligence) provided the most professional and detailed response to RFP. Their product met all our requirements.,Microsoft Exchange, Cisco Unified Contact CenterRichard BosnichGenesys PureConnect: adaptable, well-supported, omnichannel communication2018-07-12T14:55:53.354ZGenesys PureConnect is used by a number of clients serviced by the agency. It provides a holistic customer service / experience platform. The business problem Genesys PureConnect addresses is that of the optimal customer experience: it consolidates customer communication and contact into one platform, and streamlines the providing of customer service to a variety of users and clients, across multiple communication channels. PureConnect provides a variety of contact methods for the customer, and through this omnichannel approach, tries to create the best user experience possible.,Reporting and analytics: extensive data capturing, which - in turn - can help drive insights into customer use, satisfaction, and optimization strategy.
Genesys PureConnect's integrations with other platforms (including CRM systems) is excellent.
Extensive documentation is available on the platform's use, development, and integration requirements.,I'd love to see improvements in process automation - to make the interaction process more streamlined or intuitive to setup.
Integrations with new and emerging technologies: a lot of the big platforms are available for integration, but more rapid development to stay abreast of different communication platforms would be great.
Scalability! PureConnect is great for mid-large size companies, but having an iteration readily implemented onto a small business (<250 people) would be great and open up a huge market
More robust reporting capabilities, especially for determining where in the interaction clients/customers/potential customers drop-off.,8,Genesys PureConnect has been instrumental in driving a more positive user/customer experience: it has improved the customer experience by providing multiple communication channels, making outreach and communication faster and easier. Its integration with Salesforce has allowed greater insight into customer behavior and activity, which - we hope - will lead to increased revenue. It effectively routes communication where it needs to go: to the correct agent or department. Process automation has served to streamline and improve efficiency.,Flexibility - i.e., how adaptable the software was to our needs - made a huge difference. This is important because my organization serves a breadth of industries and clients, so being able to adapt software (whether call routing or communication or CRMs) to the client needs is very important. Thorough documentation meant fixes have been straightforward and responsive customer service has been excellent: very confident in Genesys as a company, and in the product it provides.,NetSuite, Cisco Communications Outsourcing, AWS Cloud9Leah JakaitisInteraction Center brings a powerful and distributed architecture to communications for the enterprise2018-07-11T15:56:10.110ZHere at Adapt, we both use thePureConnect product for our enterprise, but also are one of the biggest and long standing Value Added resellers of the product in the country. We use it here in our support call center, but deploy it every year to 20-30 new sites, as well as taking new clients who have been with other resellers or direct with Interactive Intelligence.
The Interaction Center product solves many business communications issues by offering an extremely robust and feature rich communications platform for businesses of all sizes.
This platform is particularly impressive for call centers, and there is a huge presence of this in the Credit Union space and on top of delivering great functionality natively, it also has many customization points for special applications.,Innovation - they are frankly one of the most innovative companies I have experienced and constantly try to stay ahead in the new feature race
Expanded to being an industry leader along with the big communication platforms in only 10 years, and have entered the desired Gartner magic quadrant for business. Competing with the big boys now!
Strong VAR relationship for this organization. Really stress the partnership in serving the client, and have done so ever since we have been in business selling Interactive Intelligence.
Our company sells NO OTHER communication platform we are so much in support of the Interaction Center platform.
Really focused on the "Customer Experience" fully.,More rapid bug detection and methods to address. They are currently working on changing the update process to be more "mainline" and avoid large disruptive upgrades
Better documentation of the changes technologically for the engineers to follow
Better rapid training for new support engineers as they grow rapidly.
Reporting is always a chief concern for any organization, and PureConnect has needed some changes in this way. Luckily with the acquisition by Genesys, they are making huge investments in many areas of the product, but in particular reporting is being revamped this year.,9,PureConnect has allowed me to customize the system to my needs. In particular, our organization provides managed services that require a SLA response time. We have configured the system to work with our proactive monitoring tools so that we can queue up just the right messages, and control our metrics and responses by using custom aspects of the code.
One such aspect is automatically populating custom email strings for responses to various clients when responding to the critical alerts.,Our organization sells this platform, so naturally we use it ourselves. We have a growing call center, and as noted this has allowed us to customize to any need and integration.
We deploy a suite of custom code for credit unions that is built upon PureConnect. This is extended to doing custom integrations with core data providers to pull and use data for call center interactions, making them much more efficient and successful.,The product always improves efficiency in call centers due to the strong ACD capabilities and reporting the product offers.
Call center features like callbacks and surveys help ROI in a big way for call centers
Unified messaging with fax, VM coming all into one's inbox are huge for impact on business users.
Information management of contact lists, integration into outlook is great for efficiency.
Workforce management applications like Optimizer help organizations schedule, manage and report on teams
Dialer is an application used by many financial institutions for collections and other needs. A specialty product on the suite that gets lots of play.,Avaya, ShoreTel VOIP and Cisco Unified Communications Manager,MS SharePoint, Salesforce.com,100,75,Credit Unions
Banking and financial
Government,Custom integration with business ERP
Managed services monitoring remotely of site
Custom banking applications with speech recognition,Video calls
Full ERP integration,9Jason Neton
Windows, Mac
Genesys PureConnect
58 Ratings
