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.JPEGGenesysGreat contact center "One stop shop" solution from Genesys2018-12-04T16:36:52.930ZGenesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the prefered contact center solution for Carl Zeiss in 2013, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephony platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.,We wanted a "one stop shop" provider that can provide all CCC features needed in one solution with minimum of "add-ons'.
We needed a solution that could integrate with multiple telephony environments & separation of contact center and telephony investments and roll-outs.
Partnership with Microsoft for UC, including joint product roadmaps and tight product integration – Hassle free upgrades.
Recognized by trusted industry experts (Gartner, Frost & Sullivan etc.).,Cost is a hindrance for utilizing Genesys products and services, especially for smaller sites and smaller teams.
The tools is sofisticated and advanced, and that's great, but it would be good to have a "Basic" license with a lower cost that could be used for smaller teams with limited requirements.
Each individual implementation can be cumbersome and requires substantial investment and dedicated resources.,7,Historically we had a lack of a common contact centre communication concept within our organization, with several different systems and solutions in use. This contributed to inefficient operations and inability to deal with peaks and drops in customer demand throughout our company. With the implementation of a common Contact Centre Communication Concept, the contact centers got an important corner stone in place, in order to transform the function from a transactional overhead operation to a strategic value added point of differentiation that increases revenue & improves margins.,Genesys (or rather the former Interactive Intelligence acquired by Genesys) had a good fit with our global contact center requirements specification. At the time of selection it had a good fit with and easy integration with the Microsoft Lync implementation project we just started within the company. We needed a "one stop shop" provider that can provide all CCC features needed in one solution with minimum of "add-ons“. Genesys could also deliver a global coverage and local support.,OpenScape Contact Center Suite, Avaya, SAP Business WarehouseJakob IngvaldsenPureConnect, a brief history2018-11-21T20:26:17.488ZPureConnect is our primary VoIP phone system as well as our call center solution. We are not a very custom solution, considering the amount of users/stations we have and the limited amount of support staff. We do occasionally use services like Dialer, Recorder, etc, but not as often as we'd like. We also actively use Scheduled Reports, Web Client, etc. From where we came from in 2009 (old Nortel PBX's), the call center experience has vastly improved. As we introduce technologies, like web/software clients, to users, we seem to get decent feedback as well.,Clean administration, supervisor interfaces
A recent aggressive push towards fully functional web client
Another recent change to improve the help site has been incredibly helpful,Customization. There is a real gap between what is included and manageable with the product (with intermediate exposure) and what forces detailed handler changes. Many companies include conversion programs that make some of this easier.
Sample configurations (templates) that could be explored and easily implemented as potential add-on/solutions.
A more user friendly recorder interface.,8,I'm not the best person to ask, since I am technical support. I am positive that we have, at least, improved the caller experience and reduced abandons, etc. We are a public institution, so some of the employee and finance management inquiries are probably not as easily tracked. I have seen some recent success from dialing campaigns that I'm sure has resulted in higher, fully funded enrollment.,Our system was originally purchased from Interactive Intelligence, through a VAR, and we have seen some adaptation since. I'm not sure the credentials of ININ, at the time, were as carefully considered as the product itself. We were impressed with the design and flexibility of the system when compared to other offerings. It seems, since the acquisition by Genesys, that some key pieces have come into better focus. I have personally noticed positive changes in Support, Help Documentation, Software Release intervals, Training and Webinar offerings, just to name a few.Colin PallottaA 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 ReinoldGenesys PureConnect2019-01-18T23:00:44.310ZGenesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the preferred contact center solution for Aetna in 2012, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephone platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.,CX Insight makes it easier to define and track KPIs and create your own modern, interactive dashboards for real-time monitoring and that makes it easier to achieve desired business outcomes.
Modern Interface.
Widgets-let you more easily deploy and use chat capabilities. You don’t have to write code to customize and personalize these features. Launch chat widgets on your website to enable chat conversations with just a few configuration settings and the push of a button.
Modern Interface places a priority on building out a single, modern all-in-one interface to provide users with more flexibility and ease of use.,External chat (customer to an agent) is currently poor, with very basic and limited experience. The internal chat is much more feature-rich but is only used between system users.
Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find.,8,One major advantage of Genesys PureConnect is that is has improved our agent performance.,PureConnect provides managers in call centers with tools such as voice and screen recording, real-time speech analytics, intraday monitoring, and forecasting which help them to keep track of their agents' performance and interactions with customers. The solution's automated dialers provide functionalities such as outbound and blended predictive dialing, campaign staging and call scripting.,Bunchball Nitro for SalesforceKimberly ThomasPureConnect Review2017-10-25T17:35:16.295ZWe use PureConnect in all our call centers, we have over 298 agents. It is not being used by some of the back office staff and the employees in the branches. It addresses the problems of recording calls, IVR, member identification, etc. We are now looking into adding 3rd party software for voice bio-metrics, automation, and AI IVR.,Call routing
User administration
IVR,Reports, certain pieces are segmented into particular reports and/or certain areas. You can't even piece it together in the report builder.
Random problems that seem to have no cause, baffle you, and then fix themselves.
Users view randomly reset,8,It checks off many necessities on our list.
It is a pain with the random problems.
Support can be tedious.,CCA,Microsoft Office 2016, Google Drive, Windows ServerPhilip Hudson
Windows, Mac
Genesys PureConnect
137 Ratings
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