Reviews (1-25 of 86)
- PureConnect is a single platform; therefore, everything works well together. With other solutions, we have experienced communication challenges between our core phone system and predictive dialer, our call recording solutions, our speech analytics solution, etc. With PureConnect, those issues are 100% solved.
- We often like pushing things to the limits. We have experience writing custom software solutions with Avaya and Asterisk (FreePBX). Using PureConnect's handlers and IceLib API has been a total game changer: we have gone from taking an R&D approach trying to find a way to do something to having multiple solutions available to us to accomplish our goals. The design, training programs, and documentation have been very well received by our software development team.
- Blending multiple communication channels and being designed to accommodate whatever is coming next has addressed our current needs and has given us confidence that PureConnect will continue to serve consumers in the future.
- WFM does not handle both inbound and outbound. It's the one component that needs to be provided by a third party.
- There is not enough sales support to handle requests regarding new functionality. To get basic information and/or demonstrations can take time and effort.
- Tracking changes would be a good feature to add (perhaps with rollback functionality).
- Flexible options with call routing
- Stability (very few system outages)
- Allows optimized use of available resources in a multi-skill environment
- Real time performance management system is excellent
- Historical performance reporting
- When there are outages (which are rare) complexity of the system tends to require significant investigation to determine the root cause and provide a fix
- Too many options for frontline customer service representatives using the tool which has lead to increased handling time per transaction
- 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.
- 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.
- 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.
- I really like the ease of getting the data I need in minimal time.
- I think that working with customers more in regards to custom reporting would be nice. It makes it difficult that custom reporting is an additional cost on top of what you already pay.
- 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.
Hands down, the ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for outbound, email/chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call a different number. We are also able to house all supporting documents within the software, so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PrueConnect as we were maxing out and having a difficult time going up/down in seats. PrueConnect is agile, our previous option was easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PrueConnect through the step-by-step directives. I also really like that there are improvements being made daily to PrueConnect (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product.
- Call routing
- User administration
- 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
- Intelligently routes customer calls to the most experienced agents.
- Interaction Process Automation allows us to streamline business processes and manage the work.
- Call recording allows us to perform quality assurance on our agents to ensure they are handling the customer the best way possible.
- Ability to write custom handlers to extend the out-of-the-box functionality allows us to increase efficiency of handling business processes.
- None, this product does everything we need it to do and so much more!
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
- Reporting/Monitoring : capacity to make value from the information collected
- Efficient support of the new interaction channel as the social media
- Voice analytics
For this reason, it's an appropriate solution for recurrent and stable activities.
But once we speak about volatile, specific, creative solutions, we need to look to solutions like Twilio.
- All subsystems integrated in one server. Less server deployments.
- Easily customizable using Handlers.
- Organized Technical Support and proper escalation process.
- Lack of social media integration to PureConnect.
- Lack of Omnichannel enhancement.
- Lack of automation, AI bot, AI voice bot.
- Ease of use.
- Minimum bugs.
- Language support.
- Outbound dialer.
- Lots of our customers are asking for Naturel WebRTC support.
- Support was much faster and better in ININ times :). When we create a ticket, we were receiving a meaningful reply in 1-2 hours. Now it is taking weeks.
- I really could not find any others!
For the customers who has few clients (agents & business users) like <30, we cannot position it since main server license is expensive. Maybe Genesys can create a new mini server license for these kind of customers.
PS: Since internet connection is not as stable as in US or Europe and some government regulations, customers do not want to use PureCloud and look for on-premises solutions like CIC.
- Real live view of all communication.
- Logging is very good.
- Reporting is really complete.
- Integration of SIP Softphone and Interaction Desktop is poor.
- Getting started with web based phone should be feasible with standard media servers, it stops us to roll out interaction connect.
- Standard reports in Business manager are subject to GDPR non-compliancy.
- Suited for flexible growing company with remote site architecture
- Less appropriate for business users only scenario
- Bring Intelligence with automation of mailing campaigns
- With the use of the dialer, we can increase the effectiveness of campaigns.
- Administrative areas, solution focused in areas of Contact Center.
- Absence of App for Android and IOS that allows the use of the corporate extension.
- The software is not compatible with Mac and Linux users, currently we have to resort to third party solutions, without guarantee of full operation.
- It displays another user's availability. As long as my co-workers keep their status updated, it is clear when I can contact them and when I shouldn't.
- It makes it super easy to have a conference call without disconnecting the other person in the process. The click and drag feature is my favorite thing!
- The flexibility of turning features on/off is great. I can customize my view of PureConnect for how I'm feeling that day.
- The widget that is used to move the views around is a bit tricky. Dragging a view is easy, but placing it in the widget correctly takes a few times to hit it just right.
- When adding new views, it can be tricky to find what you're looking for because some are buried a few clicks deeper than expected.
- Integration with CRM system is easy.
- Remote stations solves a lot of roadwarios out serving our customers
- One server for all functions, not a whole farm of servers doing one thing only. This solution just need one.
- Reports are not perfect. We use some own SQL scripts to get what we want out of the system.
- We've used the product prior to Genesys when it was called I3 and owned by Interaction Intelligence. ICBM is a strong component to the Telephony platform with its seamless monitoring inbound/outbound phones calls.
- The ICBM application also allows for the creation of quality assurance surveys that can be customized by the end user. ICBM also gives the ability to search and retrieve call recordings.
- The customization aspect via handlers is also a strength whereas my team has the ability to create modifications within the system to change the way calls are handled, change the IVR actions, etc.
- The Genesys technical support teams do a fantastic job at providing the support needed to resolve a large variety of issues/concerns that are encountered. Typically the team does a great job of keeping the consumer in the loop when tickets/incidents are raised.
- The Testlab site for validating products that work on the platform and also Windows Updates that have been tested is fantastic! This really helps out with teams that handle multiple facets of IT rather than just one aspect of it and it makes WSUS and Windows Update-related patching an absolute breeze because seldom does the uncertainty lie in whether or not a particular update will break operations on the platform.
- The licensing aspect of Genesys can be overwhelming from the perspective of someone taking charge of the process for the first time. The portal does a great job of showing bundled licensing, however, the support teams sometimes tend to fall short providing proper clarifications if any confusion is encountered whether it be with the licensing process, or with a particular licensing-related question. Typically, the licensing support team does pretty well, however, there are times where the issue or question needs to be restated in order to get a proper detailed answer to proceed.
- While the knowledgebase has greatly improved over the years, the community site forums still tend to present some struggles, specifically with keyword searches. While I realize it's difficult to really fully finetune community-based knowledge, it would be nice to see an indication of which particular posts actually include a valid resolution and which do not. I feel this would improve the quality of the overall community-driven self-support aspect/facets of the product.
- The biggest fall short aspect is the media servers. Specifically, that the support requirement is that they are to be physical servers rather than virtual ones. From a technical standpoint, this makes sense, however, from a business/cost savings standpoint, for a company wanting to move to SaaS or any virtualization, there will be support-boundaries herein that the media servers will always need to be on physical hardware.
- It allows for automation of call routing which is more efficient than hiring somebody to manually do it.
- We are able to make internal calls easily by using interaction desktop instead of remembering specific extensions. Calls are done quickly by locating a name and calling from the computer.
- The product has a lot of aspects that require extensive training to use, which can be expensive for companies and challenging for employees.
- For this product you have to manage your own servers which makes upgrading the software more challenging than if it were a cloud based product.
- Working with Genesys is sometimes time consuming and getting to the root cause of an issues can be difficult at times.
- Easy to manage specially in VMware environment
- Provide a good solution for our employee size organization
- I like the idea to move to the web
- Reports, specially custom reports.
- Upgrades sometimes are having issues and we find out after the upgrade. This situation implies to open a ticket with Partner/Genesys to get a solution and sometimes business needs sooner the fix.
- I would like to see a different tier structure to manage Interaction Administrator. We have a three tier structure and is a challenge to give some permissions to lower tiers without putting at risk some settings.
- User-friendly interface organized to naturally cover all of the most frequently needed and used cases.
- Well designed self-service management.
- RDS access to client apps (TSRA).
- Management of access rights (bulk option missing).
- No option to export all configuration data in human readable form.
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.
Cons: It is efficient for large complex customer service departments - less appropriate (too expensive) for smaller & simpler organisations. The real-time native chat application appeared to be quite limited (2017) compared to other products focused on this particular market niche.
- PureConnect seamlessly connect to [our] CRM, with no issues
- Their vast IVR routes call to the proper agents based on our needs, and the way we want it set up, very easily.
- The actual layout for each agent can be customized for each person, and at the same time have the standard view that we want
- They are constantly evolving and update the product to meet user and market demands
- Very good in monitoring and listening to calls
- The out of box reports aren't that good, they need more flexible to pull the data the way you want it
- The management and supervisory functions can use a little more customizations, than just out of the box
- Easy to use the PureConnect platform on any level, from administrator access, to the supervisor level, to the consumer level.
- Extensive functionality that provides an all-in-one environment for any related service - inbound, outbound, live chat, etc. Seamless integration with other tools such a CRM or BI.
- Genuine and supportive customer service team.
- Improved reports out of the system the ability to customize them prior to exporting.
- The lack of updates from Genesys proactively. Would be good if we could track all the bugs, bug fixes and updates going on Genesys' side. That would add some visibility to the overall environment and we could feel safer.
- Slightly improved live data improving. Coming from a platform where this was crystal clear, I sometimes miss the ability to see how the techs/agents are doing in real time.
The biggest advice to beginners with PureConnect would be to invest highly in training and in overall understanding of the business, as it might provide way more functionality and benefits than might seem at first glance.
Genesys PureConnect Scorecard Summary
Feature Scorecard Summary
About Genesys PureConnect
The Genesys PureConnect platform is an all-in-one contact center solution that promises a broad and deep set of omnichannel and business communications solutions on a single platform. The vendor aims to offer: simplified all-in-one architecture, flexibility and the highest level of isolation and control available in the cloud. Available both in the cloud and on-premises, PureConnect promises to let you replace multiple point solutions with a single application that makes customers and employees happier.
The vendor's main value propositions are:
Do more with less: An all-in-one platform enables you to deliver a better customer experience while greatly simplifying administration, increasing operational performance, and reducing total cost of ownership.
Speed time to value: A single set of broad and deep solutions allows you to turn on new capabilities quickly, when you’re ready, and new functionality is built right into existing interfaces.
Tailor solutions and protect investments: An open, standards-based architecture allows you to customize the application and integrate with any existing systems.
Maximize privacy and control in the cloud: You get your own instance of the application, the option to go 100% private cloud and the ability to keep voice traffic and recordings at your site. You can also customize solutions, determine the timing of updates and maintain control over carrier relationships.
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