TrustRadius
Genesys PureConnect is an omnichannel contact center platform that offers cloud-based, on-premise, or managed service deployment options. It features an SIP-based architecture, including VoIP capabilities, which allows companies to connect legacy voice systems and use existing phone systems.https://dudodiprj2sv7.cloudfront.net/product-logos/C8/Rc/U2C1HHG3NHC5.JPEGGenesysA stable dialler and telecom solution for over 15 years2018-10-19T15:57:52.181ZI've been working with the Genesys PureConnect product and dialler in our organisation as well previous organisations. Our whole UK organisation is moving toward this platform. We use the dialler integrated with Genesys Latitude for debt collection. The product offers scalability and is feature rich and can benefit our organisation on a wider scale, offering a stable platform.,Optional features that can be enabled
Disaster save using different locations for the PBX servers in a WAN / LAN setup
The solution can grow and shrink with the size of the organisation.
The solution seemless integrates with our Latitude platform.
Secure IVR integration.,The integrated Analyser is not very good and to manual to tune and maintain.
The workforce management should integrate better with the outbound dialler.
Integration with more and different CRM systems
More out of the box plug-ins for Workforce Management systems.,8,The product was introduced many years ago and there has never been a question since to replace it with another product. It's dialler is managed by a separate team focusing on optimising the campaigns and the features have been improved and over time we have simplified the rules to manage the dialler.,We take our Genesys PureConnect product through a VAR (Acrinax) of Genesys, what offers us the best of their expertise as well the innovation of the product which helps us to reach our business objectives year over year.,300,1,Outbound dialling of campaigns with segmentation of targetes by campaign types, time of day and period of the week and month.
Inbound call handling. The system is used in a blended way, therefore call volumes on inbound queues will throttle the outbound campaigns.
Secure automated payments using the integrated solution will reduce per payment cost that other solutions have and is majorly less expensive then 3rd party solutions.
Integrated with the Latitude debt collection platform (also Genesys owned) and the ability of linking diallers scripting directly with Latitude accounts.,Originally we were looking for a 3rd party secure payment option to get PCI DSS compliant when we found out that there was an integrated solution available.,We can replace our 3rd party web chat with the platform integrated one
We can use the integrated survey system to replace the 3rd party one we use now,10,No,Product Features
Prior Experience with the Product
Analyst Reports,We are sure we used the right process 18 years ago. The fact that we are today still using the platform is proof of that.,Implemented in-house,Yes,Change management was a small part of the implementation and was well-handled,The diallers agent interface was new and required some adjusting.
Implementing upgrades requires the same amount of testing to ensure that things don’t break in between versions.,8,Online training
In-person training
Self-taught,10,10,I would not recommend self training since the product is quite feature rich and the documentation is not always going into the level of detail that is required to understand the features.
I’ve followed the basic training courses for the core product and dialler as well handlers, what provided me with the right level of knowledge to keep up with the introduction of new features and technological changes in the product.,10,There is a large community platform where you can discuss challenges you have, there are user events and with the right reseller (ours is called Acrinax) you can be using other company experiences and expertises on implementations on features of the product without having to invent the wheel again.,Some - we have done small customizations to the interface,Yes - we have added extensive custom code,We’re looking into customising the webchat to a more corporate look and feel.,7,Yes,We just upgraded to 2016 R2 and had major issues getting the dialler to work properly when they offered one of their support engineers to attend on-site and assist to resolve our issues. This was very helpful to us.,Consult transfers, looking up colleagues and see their availability.
Listen in or to recordings and scoring call recordings which helps agents to get training in their weak areas and to ensure company wide quality.
Moving agents across campaigns in- or out-bound.,Implementing the right dialler rules can be a little tricky without the appropriate skills and experience.,10,8,10,10,We use Latitude debt collection (also owned by Genesys)
Integrated with our Card Payment System,We’re not looking at integration with other platforms in near future,API (e.g. SOAP or REST),8,Do the due diligence right at the beginning and sign of with the requester on the requirements before starting the work on the integration so there is a correct expectation of what will be delivered.,10,10,We use a reseller and all that was done by them. We’re quite happy with the proposal and the pricing.,Use a well rated reseller to take the pain off dealing directly with the Vendor since they have done it before and know what to look out for.,Yes,Fixing some long outstanding bugs that caused dialler issues.
Ability to use newer phones
Enable the use of secure IVR,Use of newest phones
Bug fixes (stability)
Use of latest features in agent application.,No,NoRuud ReinoldFanboy for PureConnect2018-08-27T14:04:58.451ZWe use the PureConnect system to handle a range of needs for the Hospital and its employees. It ranges from pre-registration, insurance questions, making payments on bills. For the employee side we assist with pay roll issue, benefits questions, leave of absents. We have some self service IVR options where the patient can find out information on their account by following the options. The feedback is overwhelming positive as the patient feels empowered and can address most of their needs without talking to an agent,PureConnect is a true, flexible, all-in-one out-of-the-box solution for your contact center needs
With this being a true all-in-one it is a reduced cost of ownership vs other platforms on the market
PureConnect seamlessly integrates with several CRM and WFM tools out of the box unlike other platforms on the market you need custom programing to hook in to these offerings,Whitepapers, technical documents: there can be a more robust knowledge base with clearer documentation. We have found at time of implementation we hit a wall as the document is missing some items
More robust out of the box reporting ( which i feel is coming with some of the webinars we have seen with the new analytics
A way to rename users, wokgroups, schedules or other items on the fly. IE once you create something you have to remove it and start again as you can not rename an object in Interaction Administrator,10,One of the biggest wins we had, was the self service IVR. This is where a patient can get all of their important info for their account, make payments for a bill (including setting up a payment plan) or lastly talk to an agent if they have further needs or questions. The feedback has been overwhelming positive. This has reduced the Cost Per Contact as these calls are not making their way to the queue and thus freeing up the agents to handle other calls,At the time when we selected the offering it was for a Cloud based deployment. Over the the time using CaaS the organization build a strong voice team to that this to the next level. Once the team was in place the organization brought the system in-house to handle all the daily needs ourselves.
By doing this it was a reduction in cost and we controlled how we managed the platform.
In addition with our custom programming team we were able to write several reports, custom handlers and API hooks that drove us in to the leading edge of tomorrow,Salesforce App Cloud, Skype for BusinessMicheal McComberPureConnect Allowed Us To Achieve Our Unique Requirements2018-07-25T21:32:50.223ZPureConnect is used in our Contact Centre operations as a means of communication for outbound phone calls and inbound calls with IVR menus and routing. It also handles creating and storing recordings for the Quality Assurance team. One main aspect of the system is being the chat routing engine for our customized integration with various external applications.,PureConnect is able to have customized code built to help achieve specific requirements for company-specific needs.
The administrative, supervisory, and user interfaces are straightforward, and can also be customized at a group or individual level.
PureConnect has been quite stable, which is required for a call centre platform.
There are extensive help files and documentation to aid the users, which reduces the need for support tickets.,For members of our User Support team to be able to submit support tickets to Genesys, they are forced to complete a full week of training, including several subjects and systems that they don't even have access to as part of their role. Example: Before they can submit a ticket for "nobody is able to login", they must have completed course content for "Configuring Attendant IVR Menus", which is not related to their job. This has caused us to have only one person (Master Administrator) to be able to submit support requests, and the rest of the support team has to contact that person to submit them. Not great for a 24/7 contact centre.
The licensing and contract details are disjointed. There is no proper/direct map from what is on the contract to what is configured in the system, and some items can only be "name user" licenses, which is quite difficult to deal with if your other items are "concurrent user" licenses.
Requests relating to their online portals tent to take an abnormally long time to resolve, such as resetting a user password, sometimes with no success.,8,We have been able to build our custom integration with our own, proprietary applications. We are confident that PureConnect can accomplish our needs. Our users, supervisors, and administrators are around the globe, so it is important to us to be able to connect to all of the systems from anywhere, and not require a traditional "office network" to work from.,When we onboarded the product, it was still with the stand-alone company Interactive Intelligence. It was important that they were able to work with us for our customization and integration requirements, as well as be able to have on premises and/or cloud components. They also had an ongoing product roadmap, so we were confident that we could proceed with the product for a long life cycle. We hope that the acquisition by Genesys does not affect our vendor relationship.,Salesforce Service Cloud, G Suite, Microsoft Office 365, TeamViewer, JIRA Service Desk, HipChat, GoToMeeting, ZendeskKristopher KauthGreat product with rich set of features and very stable performance2018-10-30T15:04:08.426ZDistributed architecture, platform handling massive amount of interactions. Used within several departments & sites across the organization, including intelligent routing of voice & email interactions, outbound campaigning, and ongoing big integration to Salesforce CRM. It is integrated with self services IVR & SMS platform powered by Aspect CXP and Nuance ASR products,
B2B, B2C, HR & Service Ops users.,Seamless interaction processing, highly configurable & complex intelligent routing of huge call volumes.
Distributed platform architecture in a cloud - always operating within very high SLA.
Reasonable API integration with other third party products such as Salesforce, Aspect, Nice, Nuance & more.
Great genuine support & professional services offering solutions and customizations.,Limited real time and WFM out of the box capabilities required additional customization and integration with third part products to meet the business operations.
Somehow complicated licensing model limits the transparency on the actual usage in real time.
Great dependency on Genesys engineering and development teams due to the restricted access to the distributed architectural components in the cloud.
Web RTC capabilities are still lagging behind.,9,Significantly enriched our customers' & agents experience and satisfaction.Enhanced the QA process with voice/screen recording.Easiness to configure/maintain integrations.
Reduced OPEXImproved first call resolution by more precise and sophisticated skill based routing which provided better distribution of workload among agents.Flexible integration with Salesforce CRM (ongoing).Despite the challenging implementation due to a very complex set of customizations, also the quite difficult start of the partnership (due to the acquisition) the relationship with Genesys organisation has improved greatly both on business and technology sides. Currently we are enjoying a good & fruitful cooperation, respectively confidence in the product. Hopefully this trend will continue to improve, ultimately resulting in renewed and even better contract.,Undisputed market leader after the acquisition of Interactive Intelligence with the richest portfolio on the market. The reputation and trust in Genesys has improved significantly in the past few years which led to more satisfied business owners. The responsiveness and attention demonstrated from the top notch engineering support, professional service & mature business consultancy is satisfying. The service levels are always met and reported accurately by the support organisation which is rather important and valued.,Salesforce Lightning, Aspect Unified IPSvetoslav GeorgievDo not fall asleep, you've got a good product!2018-10-25T21:24:32.496ZWe are a contact center, so we use internally the solution but we also offer services based on the platform for external customers.
So we have external users of the platform handling various types of interactions and we have a portfolio of automated services running on the platform -- self services on the IVR and Bot on the Chat.,Open - easy to integrate with other applications of the applicative landscape
Scalable
Reliable,Reporting/Monitoring : capacity to make value from the information collected
Efficient support of the new interaction channel as the social media
Voice analytics,8,No impact on the customer experience! A call remains a call whatever the technology.
Employee engagement: the quality of the interface is out of date! A revamping of the interfaces is really important. When working within the Interactive Desktop or the Business Manager, it gives the feeling to be very young!!
The TCO is better, but let's be clear: it is not PureConnect only but the global landscape - centralized infrastructure, SIP, ...,Open solution with a great presence in the sector.
The ecosystem was quite large and strong but it is not the case anymore.
With the pricing policy, it is the second weakness of PureConnect : let's have a look to some competitors and you will see a landscape which is more rich.,Sparkcentral, Twilio Voice, Twilio WebRTCBernard. Questiaux
Windows, Mac
Genesys PureConnect
106 Ratings
