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://media.trustradius.com/product-logos/C8/Rc/U2C1HHG3NHC5.JPEGGenesys, All Software, One VendorWe at Gulf Contact Centers started with Interactive Intelligence Customer Interaction Center CIC 3.0 in 2010. We're a call center outsourcing company offering outsourcing services in the State Of Kuwait. Until today, we have served more than 50 clients using the same CIC Setup which was upgraded to PureConnect in March 2018. PureConnect is used for both for our call center outsourcing services to our clients and for enterprise communication using Polycom desk phones. Though PureConnect is not designed for enterprise communication, it serves basic communication needs. Using PureConnect, we offer both inbound, outbound (using Dialer), IVR services, etc.. To some extent, it serves our multi-tenant needs as well.,Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all. Superb Notifier Service: You don't have to restart any process or service for a change to take effect.,Abandoned Call Management: There's no report/module available to return/respond to abandoned calls. We sign with our clients that we'll return abandoned calls within one hour. But we can't get any report from PureConnect to prove it. While on Calls, Agents should be able to see waiting calls so that they can hang up the running call ASAP and respond to the waiting one to keep the abandoned rate low. Flowout calls need to be removed as they cause total entered calls to be confusing.,8,Since we're into call center outsourcing, PureConnect has had an excellent impact on customer service for our clients, resulting in an increased number of answered calls, decrease in response time and hence increased revenues and customer trust. Using Call Arrival Patterns Stats, we're better able to schedule the human resources and forecast for future preparations. This has great impact on staff remunerations as they're engaged for required working hours only.,Genesys stands on high ranking in Gartner Quadrants rating which helps us win service contracts, especially while contesting for public sector contracts. In addition, since the world is moving rapidly to cloud, the flexibility with the Cloud model helps build self-confidence for long survival in the market as compared to other dying competitors.,Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Microsoft AccessHighly customizable, easy to use, easy to implement.Certified Languages International (CLI) utilizes Pureconnect (CIC) to support and facilitate our Over the Phone Interpretation (OPI) services and support our Video Real-time Interpretation (VRI) services. CIC's ease of customization and management allows us to customize our voice systems to suit our business needs instead of modifying the business to meet our phone system. CIC is at the very core of our entire business model. It touches every aspect of our day to day operations. CIC faces both the internal employees and our customers and contract interpreters. We use it to log on and log off our OPI interpreters, keep track of interpretation sessions, collect billing data, and facilitate the communications between our customers and our deep bench of interpreters. We leverage SOAP and custom objects in CIC to track our VRI interpreters as well. We utilize ACD for call distribution to our Customer Service Representatives (CSR)s and Optimizer added to CIC to handle scheduling volumes for the same giving our customers a high degree of satisfaction. The deep integration with Structured Query Language (SQL) databases allows us to customize our data for billing and reports with off the shelf tools, saving us both time and money. The ingrained ease of programming and modification allows us to quickly customize our product offerings to meet our customer's needs and expectations. We have added products ranging from complete SIP to SIP data interchange for billing information, language selection and customized customer info to customized Auto Attendant menus that are data-driven vs. hand-built solutions. Self-serve customer options via IWP and scheduled reports allow us to provide data access to specific types of queries and recordings for use by the customer without bogging down our staff with requests allowing them to be more productive in day to day operations. The wonderful thing about CIC is how complete, easy to use, and robust the platform is. Honestly, it outshines the Myriad other platforms we could have went down the wrong path with.,Automated call distribution. Data integration and reporting. Real time monitoring of users, Lines, Line Queues, and subsystems. Easy to use programming interface and tools for customization. Easy to understand strait forward documentation with examples. Homogeneous System Setup and administrative tools.,Switch over!!!!, an Active-Active Server configuration vs. the current active-passive (Primary/Secondary) is outdated given the state of the industry. Allowing for multiple CIC servers, Primary, and multiple secondaries would be ideal! Multi-site is a bit clunky and not engineering/administratively friendly or even full-featured. Out of the box robust Bulls Eye routing. Expansion of the IceLib to more areas of the system with deeper hooks.,10,Through the use of self service automation we built in customizations we reduced the need for CSR (FTE) within the organization. Allowing customers to seamlessly acquire language services quickly without having to wait for a CSR has greatly increased their satisfaction. To us that means a higher percentage of our calls remain within SLAs and calls not requiring a CSR are more profitable.,We have used CIC since version 2.0. It was the only product that met our needs then and the only one that does now. The ACD engine in CIC is second to none. This allowed users to run lean and mean in regards to the number of CSRs that we had to employ, really affecting the bottom line.. The ability to customize the platform made it the only attractive solution for our business model and vertical.,175,3,Customization capability Data Integration Ease of use.,Integration with a database of several thousand interpreters that makes outbound connections to them and our customers and connects them together The use of UUI and customized SIP headers to allow re-sellers to utilize our services. So billing and re-branding happen seamlessly. Identification of the re-seller, their desired language for translation, custom billing fields and more are transferred real time in the invite of the call. That allows use to perform call treatments based on the re-seller and even on a particular customer of theirs.,10Your employees can spend less time routing communications and more time working!PureConnect is used by multiple departments within the county as the primary contact center point for inbound and outbound calls, emails, and messages. PureConnect cuts out the requirement for multiple people having to continuously monitor our calls and messages. PureConnect also makes it easier to provide the best customer service 100% of the time by always being there and available to route calls or messages to the appropriate person or department.,Pureconnect is highly customizable. The system has so many features that can easily be adjusted or set to accommodate the needs of each business or department and can be changed at any time by the administrator(s). PureConnect is capable of being the primary contact point for multiple departments within a business. For example, our business is made up of several departments within one building. Pureconnect has the capability of routing the customer to the correct department and to the right person within that department based on their specific needs. PureConnect has an excellent customer service department. If ever you find yourself needing guidance or assistance with this program, their customer service will be right there able and willing to help as needed.,We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant. PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program. The system does seem to get bogged down when it is trying to handle several cases at once.,9,Our customer satisfaction percentages have gone up significantly. Wait-time has decreased for customers. We have saved money and increased staff work completion percentages and time completed in because we were able to eliminate the need for multiple staff members being required to handle all of our communications each day. Now instead of answering calls and messages, these employees can work where they are needed.,I was not involved a whole lot in the decision making of switching over to PureConnect but from what I have been told, this system has amazing reviews both for their product and customer service. Several surrounding counties and other businesses had also recommended that we look into potentially switching over to PureConnect.,Zendesk Chat (formerly Zopim)Full Control with PureConnectPureConnect is our sole contact center engine for the routing of inbound and outbound emails, chats and phone calls. We use it for our call center and for 100% of our business users, inside and outside our organization. The PureConnect platform enables our organization to maintain full control of our contact center while enhancing our product offerings over our competitors.,Ease of use of the PureConnect systems, from an Administrator experience to our Supervisor tools and end-user Desktop platform. All of these offerings are extremely “feature rich” which provides high customization, real-time awareness and enables us to deliver a silky interface to our end-users. At EMS, since we provide contact center outsourcing, our environment doesn’t operate as a single company with multiple departments, but rather as numerous companies with multiple departments under one roof, each with their own unique contact center preferences delivered with precision through EMS and Genesys. At present we are managing roughly 500 phone numbers, 400 workgroups, 200 Inbound Call Profiles, 200 users and 50 roles with PureConnect. We are a CaaS Local Control customer, meaning that our voice traffic stays onsite at EMS, but we leverage PureConnect cloud servers in a geo-redundant environment to route our interactions. EMS Provides support and services via Voice, Email and Chat with the ability to also turn-up SMS. With the Genesys system we are confidently able to achieve all of this with a single FT dedicated EMS Genesys Administrator. The Genesys sales and support engineers are the best in the business. Any ideas or questions that need addressed are quickly and accurately addressed with a phone call or email to our Customer Success Manager, Service Delivery Manager or Support Team. The support we receive feels genuine and the demonstrated sense of urgency is not based upon the number of seats we occupy. The Genesys PureConnect platform is highly customizable and we have yet to truly run into any roadblocks with system configuration and feature sets. We are only limited to our own creativity.,Reporting. Why can't I get individual interaction details from cradle to grave? Most importantly on "abandoned" interactions. PureConnect sums and averages all of your interaction data by half hour intervals and therefore dumps the individual line by line data. We want to know if someone abandons a queue, what date/time they called, their number, wait duration(s) before disconnect, workgroup and etc. This just makes no sense in comparison to the competition. The rest of the canned reporting is useful and works well.,8,Moving from Echopass to PureConnect we quickly achieved over 2000% in our ROI.,echopass,GoToAssist, Microsoft Office 2016, SonicWall Web Content Filtering Services, Microsoft Exchange, Ubiquiti Networks UniFi, Wireshark, Visual Studio IDE, Microsoft Dynamics CRM, Salesforce Community Cloud, Zendesk, SugarCRM, NetSuite CRM+, Google AnalyticsPoints of the decision to introduce PureConnect and the mechanism realizedOur company sells office supplies online. Our company uses this product in all of our customer service departments. There are approximately 700 seats available. Among them, the average number of active seats is 550. There are a lot of inquiries about delivery about the handling products. By using functions such as IVR, we introduced them to process those queries efficiently. Also, our company has a small number of members in the information system department. Therefore, we introduced PureConnectCloud to reduce internal system operation tasks.,We introduced PureConnect Cloud to dramatically reduce our system operation tasks. As call flow configuration change is easy, it can respond to sudden operation change immediately. System accounts such as InteractionDesktop and ICBM are common. SwichOver to the backup center at the time of failure is very fast.,The response of InteractionSupervisor, InteractionAdministrator, and InteractionAttendant is very slow. I want a function to change batch user information of InteractionAdministrator. I want a batch download and batch upload function of InteractionAdministrator user information and WG information.,10,At our company, I think we could reduce the cost of operating the system by about 15%. About setting change such as call flow. In the system before PureConnect introduction, although it took about two months including the time of meeting with the system vendor, with PureConnect it is possible to change in 1 day at the shortest. This has significantly improved the speed of providing customer service.,1. About customer service. This has a function that contributes to the improvement of customer service. Staff with expert knowledge respond to customer inquiries as primary contacts (IVR function). The site manager changes the distribution of received power of the CM to minimize call loss in response to fluctuations in the type of inquiry and the number of incoming calls (management and maintenance functions) 2. About growth and evolution. We can follow the service evolution of our company. Functional improvements such as work efficiency, usability, and security level are implemented regularly and provided free of charge. It is possible to respond quickly to the addition or change of service (call flow change, IVR setting change self-maintenance function). You can easily expand the inquiry booth and add more bases. 3. About security backup. Security measures and support for BCP are prepared, A backup data center is prepared and switching is implemented without any impact on business operations, even in an emergency.,Salesforce Service Cloud, Microsoft 365 BusinessBasic ReviewPureConnect is our contact centre solution. It allows us to manage customer interactions throughout our organisation. We are developing the strands of the product most beneficial to our business in our contact centre environment, with a view to rolling it out to other touch-points in our customer journey.,Blended interaction type routing (emails & calls) Skills based routing User development of tailored solutions,Real-Time views. Work-Force management tools Reporting & MI,8,We are still on a journey with the Genesys product. In the whole the product is great and does what it says on the tin. Smoother implementation and development support will help a big-bang approach to launching and prevent any internal did-satisfaction at the products FaBs.,The company is actually very accessible and approachable. I have found them warm and supportive however they are costly and their intentions are not always in line with costs and deliverables.,SAP BusinessObjects Business Intelligence (BI) Platform, Microsoft Power BIGreat on the surfaceWe use PureConnect as our enterprise PBX and also for our support contact center. It enables us to work remotely (we are a virtual company) and route calls.,It's easy to customize. It's easy to integrate. PureConnect has a great UI.,Reporting is terrible -- canned reports, as well as the available report data in the database for custom reporting. It's missing popular features like scheduled callbacks, a more robust dashboard (e.g. how many calls in queue vs. callbacks in the queue), and the ability to change names. The WFM lacks features found in many other WFM solutions. Customers who transition from something else to Optimizer usually regret it.,8,The remote usability has been the biggest thing for us. Costs are problematic -- even as a Genesys Partner, the maintenance costs outweigh the benefits.,Our use of PureConnect is attributable to the fact that we resell it.,ConnectWise Manage, Microsoft 365 BusinessPureConnect for the win!I use PureConnect in multiple ways. Both in my day to day activities and in demos to customers and prospects. As an all-in-one solution, it has the ability to solve for many needs. Everything from simple PBX functionality to advanced Contact Center requirements.,Visibility across the organization Plethora of features and functions Ease of integration,Transcription reporting from the assistance interactions. Ability to change the color pallet of the applications to make them look more modern. Needs native WebRTC functionality.,9,PureConnect features provide improved efficiencies for all users of the platform, both agents and business users alike.,Genesys is a leader in this space with a continued focus on all product lines while staying ahead of the trends.,Skype for Business (formerly Lync), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)Flexible PureConnect for Call CentersGenesys PureConnect is used by the call center portion of our business and the staff that support the call center.,Gets the call to the right agent (properly skilled and trained). Open sourced and extremely flexible to meet the unique needs of our business. Multiple tools available for call-center management and support.,Support for the product is slowly moving toward PureCloud which is the future.,9,With PureConnect our organization took multiple independent call centers and brought them under one roof while lowering costs and improving customer satisfaction.,Flexibility and support options were key factors in choosing Genesys PureConnect.Genesys Takes You To The Next Level!We use PureConnect as our call center platform. We currently have around 1000 agents and they all sign in using PureConnect products like Interaction Desktop to take calls and ICBM to monitor. I use applications like Interaction Administrator and Interaction Attendant to manage and provision the platform and we work with the Genesys team to manage servers and other infrastructure.,Their platform is pretty rock solid as far as staying up and doing what it's supposed to do. They provide ample documentation that I can use to fix problems myself. They're quick to answer the phone when we need help.,Their support leaves a little to be desired at times. Sometimes I feel like we know more than their experts do. The unplanned switchovers have to stop. I'd really like to know that things like single sign on are going to work the way they're supposed to at all times.,10,The biggest impact Genesys Pureconnect has had at our organization is that it's dramatically reduced the time that agents spend on the phone, which in turn has dramatically reduced costs. With the predictive routing, we've dramatically reduced abandon rates and improved agent productivity as well. It's made the whole call center process a lot smoother and easier so that the agents can focus on the calls and the callers have a pleasant experience.,The characteristics of Genesys that factored into our organization's decision to select PureConnect were reputation and a strong product. We needed to know that our call center is going to be up and stay up at all times. Even a few seconds of downtime can equal huge losses in revenue so we needed to go with a product that we knew would work 99% of the time.,Cisco 2000 Series Connected Grid Routers (CGR 2000), Palo Alto Networks Next-Generation Firewalls - PA Series, Teleopti WFMOur path to the best customer experienceWe, at Universal Assistance, use the PureConnect platform all across the organization. We have deployed to 10 countries all around the LaTam Region. Also the platform gives support for our 4 different Contact Centers, that are in 5 different countries. With PureConnect we solve the client relationship and the way that they get in touch with the company.,CRM Imtegration Audio quality Intelligent Routing Support,Agent and groups Managements Licensing Some PBX functions Reports,9,We have reduced the Average talking time by 25%, as we integrate our Contact center with the CRM. Also we have reduced the audio quality problems near to 0 incidents. The client experience was improved because, before Genesys, we asked 14 questions to our client, every time they called us, or were transferred to another agent. Now we reduced them to 5, reducing the talking time and improving the customer satisfaction,We decided on Genesys as a vendor, because they have great products, a vast and strong ecosystem and a very high reputation for innovations. Also it gave us the chance to move to the cloud, and create a hybrid environment, without losing our investment. For us, they are very important assets, plus the technical quality.,VMware ESXi, Splunk Enterprise, Check Point 4000 AppliancesWhy Choosing Genesys PureConnect was the Best Decision we Made in 2018PureConnect has proven to be the right choice for our company in bringing together functionality that typically exists on multiple platforms and doesn't play well together. Moving off of our Avaya PBX in 2018 has positioned us to exploit the latest communication technologies. Once limited by our platform, using PureConnect has provided us so many options that our limitations today are tied directly to our own creativity: if we can dream it, PureConnect's features and open architecture allows us to do it. Out of the box with no real strategy changes, our contact center found itself much more efficient. Over the past year, as we have started introducing Omni-channel strategies, self-service IVR, real-time analytics, smarter call routing, etc., we are learning just how much more can be achieved-- and we're just scratching the surface. Integration with our in-house developed contact compliance system looked to be a large undertaking: 100% of all outbound calls are not permitted to launch until PureConnect receives permission from the compliance system. The system tracks historical call data and manages business rules based on client and regulatory requirements. Using handlers and the IceLib API made this project much easier than we had anticipated. One of our best investments was the training and certification of our software developers. I love the fact that Genesys invests as much as it does in R&D. I am confident that Genesys will continue to be an innovator in the communications space and will continue to support PureConnect. The largest frustration for our company is that Genesys is growing so quickly that they appear to often have trouble handling inquiries about new functionality: their marketing team does a fantastic job wetting our appetite; however, to receive additional information or schedule demonstrations (ex. "Build-a-bot workshop), it can take a lot of follow up/escalation. Would I recommend PureConnect to others? I already have.,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).,9,Without making much of an effort, we were able to reduce the number of staff in our call center while maintaining performance. We are only starting now to make use of additional features that PureConnect offers.,When selecting a new contact center solution, we looked at many products and settled on PureConnect (originally when we started looking at it, it was still CIC). The Genesys acquisition of Interactive Intelligence was the icing on the cake for us: with a product that addressed all of our needs and the commitment from Genesys to support PureConnect and invest $200MM/year in R&D, we felt very comfortable moving forward.The real life saving solution!In Oriflame Cosmetics we use Genesys PureConnect in 40 countries and soon we are going to implement it in more markets. It's the best solution to deal with our customers in the Contact Center and provides the best and fastest service possible.,It saves a lot of time by having everything in one app. It makes work easier for our agents. It allows us to monitor results in all markets very easily.,In the web client, there isn't a way to look at an email without answering it.,10,Since we started using PureConnect we improved the optimization of work for our agents. Their time management is much better now. We improved customer satisfaction and reduced abandon rates.,We were looking for a solution that will make work easier for our agents. We wanted to become a more innovative company and follow the trends.Genesys PureConnectWe use the Genesys PureConnect system for our contact center to provide ACD routing of customer calls. We also utilize the Interaction Process Automation feature to enhance our internal processes and streamline our daily work. With the Genesys PureConnect system, we are able to intelligently route customer calls to the most skilled agents, this provides the best possible experience for the customer and the agent.,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!,9,Genesys PureConnect has made our call handling much better and decreased call times significantly with the use of the IVR. The ability to customize the system to address our business needs has allowed us to decrease if not eliminate wait time for when one of our stores calls the contact center.,We always been under the impression Genesys is a forward thinking company with an excellence in innovation. They are definitely a leader in this market.,It has improved our ability to support our customers. It has improved agent satisfaction.,,Oracle Service Cloud,250,3,Ability to customize to meet business needs. Process Automation helps reduce work time for escalated issues. IVR allows us to help customers as quickly as possible.,Ability to recognize store phone numbers and route those with higher priority and to a specialized team of agents. Integrates with the Oracle Service Cloud to provide agents with custom screen pops. Dynamic routing of emails using Handlers to decrease response time on escalated issues.,Enhanced IVR to provide self service to the customer. Web chat to allow customers different ways of engaging our agents. Ability to have the customer contact our agents via SMS messages.,10,Yes,Price Product Features Product Usability Product Reputation Analyst Reports,Looking at more products and vendors to make sure we are making the best decision for the contact center.,No,Change management was minimal,None,10,Online training In-person training Self-taught,9,9,Some areas of the product are intuitive and easy to learn but I would definitely recommend getting training on Handlers and IceLib.,9,Take the Handlers and IceLib training classes to be able to fully customize the product for your needs. Being certified in Interaction Process Automation allows for automating business processes to improve efficiency and allows work to be sent to more than just the contact center agents. This has allowed us to automate the sending of information to accounting and our refunds/returns department to handle customer refunds/returns/exchanges much faster.,No - we have not done any customization to the interface,Yes - we have added extensive custom code,Nothing to not here.,No,10,Yes,When our entire system went down a few years ago, the Genesys support team immediately helped fix the issue despite it being extremely early in the morning. They always have someone to answer a code red call when it happens.,IVR management is straightforward. Setting up new queues. Managing new users.,None,10,10,9,9,Oracle Service Cloud,Calabrio,File import/export API (e.g. SOAP or REST) Javascript widgets,9,Make sure you have a good project manager to ensure everything works and is put into production in a timely manner.,9,9,I was not a part of this part of the negotiation.,Do not only focus on one vendor, but look at other companies who offer similar solutions to ensure you are getting the correct product at the correct price.,Yes,Staying on a current release to ensure we get all the necessary patches. Improved chat platform,Improved Chat Platform Social monitoring.,No,NoPureConnectWe currently use PureConnect for our Operations and Customer Service departments to takes calls, chats and Emails. It address efficiency in getting interactions answered in order of importance and in a timely manner. Out of 400 employees we currently have 150 users on the Pure Connect platform.,IVR Flow Chat Email,The one item we are waiting on before going to the cloud version is emails to be printed. This would be a great feature to have which the on-premise already does have.,10,Impact on our organization: Allows us to see each others' status and flow calls to one another more easily. Customers can now reach us via Chat and the emails are answered in a quicker manner.,When we purchased our System it was owned by ININ and was the CIC platform. Now that Genesys has taken over it has seemed to grow at a faster pace and provide more tools for the users. At my organization over the next few years we will be able to utilize more of these features.,150,2,Call Center Reporting Routing of chats, emails and calls,Building new IVRs Integrating Chats and emails in with our call flows.,Security upfront when calls are coming in. Integrating with CRM which our outside agents use.,9I can feel it coming in the air tonight, oh Lord!Genesys PureConnect is mostly used in our Call Center. It has allowed members to schedule/reschedule/cancel trips via phone, chat, email, or IVR self-service.,Call Routing Call Recordings Uptime,Support : Better communication Better options for bulk editing/skilling Wish the Windows registry wasn't used so much for settings,7,Improved member experience by giving them more paths to schedule transportation. Reduced cost by allowing call center agents to work from home. Increased reliability of call routing.,I was not involved in the decision to select Genesys PureConnect.,Cisco Unified Communications Manager (Call Manager), Microsoft ExchangeGenesys PureConnect FeedbackIt is used enterprise wide. We have 2 contact centers who are our heavy users: 1) Front-end loan origination and client relations 2) customer service and collections. It allows us to get the interactions to the correct place/people in an effective manner along with allows us to target certain agent groups through bulls-eye routing.,Provides flexibility to design interaction flows that work for your business model/challenges. Provides redundancy and high availability with backup server. Allows for features to be limited to certain users or user groups via security.,Licensing can be challenging and very expensive. Client templates are hard to administer and are built very different than the rest of the functionality. Web desktop has been slow to come along and include all the features. Optimizer is very sub-par product.,8,One of our goals is to be transparent and have the information accessible to the user. Agents are able to see the appropriate data tagged to the interaction based on the data dip when the interaction first arrives. Supervisors are able to see what each agent is doing and monitor how each queue is performing. We have streamlined costs by sending all interactions through CIC.,For the most part, we work through our reseller. We have attended the Genesys users conferences which have been organized very well, have had a lot of very good information and have provided opportunities to talk directly with the product managers and developers on the products of interest. I find that extremely valuable. The future roadmap that Genesys displayed looks to be innovative and staying up or ahead of the market.Genesys plus low code equals happy agents and customersOur organization integrates within PureConnect to produce all the data and a case management solution for the caller. Integration between the platforms allows our solution to pull up the caller's account information and present a summary of that caller's account and interaction with the organization. From there we can create a case that is contextual.,Manage inbound calls. Record metrics. Integrate with solutions.,User interface is old Performance Unintuitive,7,We are building solutions to make our mutual customers better. We are increasing customer engagement, improving interactions, and massively increasing agent efficiency by giving them a single application where they can do anything.,Genesys is a market leader in the space and we encounter many customers that have implemented your solutions.,Twilio FlexWFM review of PureConnectIt is being used across the organization, however we do still have areas that have not converted. We are able to use both the client based product and the web base product, dependent on CRM used in different areas.,End user friendly Ease of configuration Custom routing Multiple platform use,Dashboard integration WFM software integration Stability,5,We have been able to use PureConnect analytics to improve utilization, create employee engagement opportunities such as more time off the phone to develop, and gain process efficiencies. In addition we have improved our coaching and training programs support employees through multi media functions such as internal chat.,We are on PureConnect prior to Genesys however I have been in love with Genesys products throughout my career and am thrilled to be with this organization again.,Salesforce App Cloud, Salesforce Analytics Cloud, NICE Back Office Workforce ManagementPureConnect Contact CenterGenesys PureConnect is used by our contact centers in North America and Europe. It provides us a reliable platform for customer contact and reporting with the breadth and agility to explore and implement new solutions to drive efficiency and better customer experience.,We love having omni-channel communications in one centralized platform! PureConnect is a stable and reliable solution that I know we can count on. Reporting capabilities put useful information in the hands of our team.,Interaction Feedback reporting lacks a lot - we get very limited data and can't really use it to interpret the survey data. The PureConnect for Salesforce integration is somewhat limited—here's a lot we can't do without using the Salesforce Object Routing Connector, but that poses its own issues. The integration with Aspect eWFM has been a nightmare.,10,We have reduced costs and improved customer satisfaction since moving to PureConnect. Our agents like the platform and have easily adapted to multi-channel on PureConnect.,Genesys' financial stability and position in the market definitely impacted our decision to implement CIC several years ago and to stay with them with the move to PureConnect this year. The global presence and cloud/hybrid deployment options were also keys factors in selecting Genesys.Great software, easy to customize.We use this across our entire organization, at multiple locations in multiple geographic areas. It provides a singular system that integrates every location and department together.,It integrates with other products easily. It has multiple redundancy options for backup. Its easy to manage and make changes.,I would like the administrator program to be updated. I would like more virtual server ability. I would like the costs to decrease.,9,We have improved agent utilization, increased our reporting capacity for workforce management, and offered better hold times to our callers.,The ease of implementation and ability to customize things were the biggest factor in choosing Genesys.,Salesforce Commerce CloudPureConnectIt is currently used in the Call Center for call routing, workforce management, and quality assurance. It allows us to understand our customer's behavior and route them to the right person to help.,Call routing to the right user. Monitor and capture agent screen and customer speech content. Creates opportunities to further efficiency.,The WFM system called Optimizer is missing automation and key functionality out of the box. Canned reporting is limited. Dashboard to visually display KPIs.,7,With the implementation of PureConnect, we have greatly increased our agent efficiency and call monitoring capabilities. We have been able to speak to more customers and support higher revenue growth. The platform has given up the opportunity to grow through a number of different channels and speak to our customers the way they want to be spoken to.,Genesys as a company is really looking to push their product forward and has made the conscious decision to grow quickly to a cloud-based solution. Their customer-focused vision aligns with our business and supports where we want to grow as a company.,ADP ezLaborManager, Google AnalyticsININ: Genesys review of CICUsed by our customer call center all over North America by the electronic tracking center, custom brokerage, train Reporting, dimensional load, service delivery, CN police, help desk, and travel (future). The latter is considered "internal' users and there is the more traditional Call Center user, the first group of users are not using the call center as it was meant to be used, they act more like account managers rather than Call center agents.,Call handling Call flows Processing,Email GUI Data storage,9,The impact from our past experience is that we had an application called APROPOS which was complicated yet very effective to use in our current e-mail intensive environment, therefore, the Genesys product is compared too often to this application, and due to Tracker, the retrieval of transactions are slow and at times return an error, this has caused a great deal of frustration and cries for the return of EVault, APROPOS' data store.,We attempted to provide our business users with an "off the shelf" product with little to no customization. This did not work out as planned, the tailoring that had to be done with custom handlers has complicated our upgrades and at time require PSO help to migrate out TRACKER software. We have not achieved success in reducing these customizations.,Avaya Aura Call Center Elite, Avaya Nortel Ethernet SwitchesYou can’t go wrong with GenesysWe use it mostly for our Customer Service Departments but, do have some users set up as a business user. We have our IVR built into Genesys which customers can call into and receive account balance and listen to their transactions.Our IVR has cut down on the calls that come into the Customer Service Department and the time the Agents would spend with the customers going over account activity.,Functional and easy to use. Clean interface makes it easy to navigate. Support is always eager to solve any issues and answer any questions. Very easy to deploy a large amount of phones.,I would like to see additional training or knowledge classes available remotely.,9,We implanted our IVR for customers to call in and receive account balances, listen to their past transactions, transfer money between accounts and pay bills. We found a decrease in our abandon rates and agent hold times.,We were using Interactive Intelligence prior to Genesys taking over. The company was already using Interactive Intelligence prior to me being hired.,Solarwinds Samanage, Cisco Prime LAN Management Solution, CenturyLink Enterprise Voice SIP ServicesGenesys PureConnect (my overview)Across all of Atos RTS. We have offices in Clovis, NM; Fargo, ND; Chengdu, China; Monterrey, MX; and Manila, Philippines. We use to as our VoIP solution.,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.,8,Overall I feel the Genesys call platform with its customization and streamlined feature sets have allowed Atos RTS to increase customer satisfaction with our client and also enabled simplification/streamlining from a call center management perspective. It has simplified the challenge of ACD-based call routing.,Interaction Intelligence was originally who owned the product before Genesys acquired. Little to nothing has changed with how the product operates and that is a good thing. What I mean is that when Genesys acquired the product and rebranded it, it did not drastically change how the product is managed/operated.,Symantec Asset Management Suite, Verint Workforce Optimization
Windows
Genesys PureConnect
213 Ratings
Score 8.2 out of 101
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Genesys PureConnect Reviews

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Genesys PureConnect
213 Ratings
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Score 8.2 out of 101

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Shahbaz Chughtai profile photo
August 06, 2019

Genesys, All Software, One Vendor

Score 8 out of 10
Vetted Review
Verified User
Review Source
We at Gulf Contact Centers started with Interactive Intelligence Customer Interaction Center CIC 3.0 in 2010. We're a call center outsourcing company offering outsourcing services in the State Of Kuwait. Until today, we have served more than 50 clients using the same CIC Setup which was upgraded to PureConnect in March 2018. PureConnect is used for both for our call center outsourcing services to our clients and for enterprise communication using Polycom desk phones. Though PureConnect is not designed for enterprise communication, it serves basic communication needs. Using PureConnect, we offer both inbound, outbound (using Dialer), IVR services, etc.. To some extent, it serves our multi-tenant needs as well.
  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
  • Abandoned Call Management: There's no report/module available to return/respond to abandoned calls. We sign with our clients that we'll return abandoned calls within one hour. But we can't get any report from PureConnect to prove it.
  • While on Calls, Agents should be able to see waiting calls so that they can hang up the running call ASAP and respond to the waiting one to keep the abandoned rate low.
  • Flowout calls need to be removed as they cause total entered calls to be confusing.
PureConnect is well suited in Microsoft Environments (where other systems are also Windows-based) and large organizations. It's less suited for small startups or small companies as it is way expensive.
Read Shahbaz Chughtai's full review
Jim Barber profile photo
August 06, 2019

Highly customizable, easy to use, easy to implement.

Score 10 out of 10
Vetted Review
Verified User
Review Source
Certified Languages International (CLI) utilizes Pureconnect (CIC) to support and facilitate our Over the Phone Interpretation (OPI) services and support our Video Real-time Interpretation (VRI) services. CIC's ease of customization and management allows us to customize our voice systems to suit our business needs instead of modifying the business to meet our phone system. CIC is at the very core of our entire business model. It touches every aspect of our day to day operations. CIC faces both the internal employees and our customers and contract interpreters.

We use it to log on and log off our OPI interpreters, keep track of interpretation sessions, collect billing data, and facilitate the communications between our customers and our deep bench of interpreters. We leverage SOAP and custom objects in CIC to track our VRI interpreters as well.

We utilize ACD for call distribution to our Customer Service Representatives (CSR)s and Optimizer added to CIC to handle scheduling volumes for the same giving our customers a high degree of satisfaction. The deep integration with Structured Query Language (SQL) databases allows us to customize our data for billing and reports with off the shelf tools, saving us both time and money.

The ingrained ease of programming and modification allows us to quickly customize our product offerings to meet our customer's needs and expectations. We have added products ranging from complete SIP to SIP data interchange for billing information, language selection and customized customer info to customized Auto Attendant menus that are data-driven vs. hand-built solutions.

Self-serve customer options via IWP and scheduled reports allow us to provide data access to specific types of queries and recordings for use by the customer without bogging down our staff with requests allowing them to be more productive in day to day operations. The wonderful thing about CIC is how complete, easy to use, and robust the platform is. Honestly, it outshines the Myriad other platforms we could have went down the wrong path with.
  • Automated call distribution.
  • Data integration and reporting.
  • Real time monitoring of users, Lines, Line Queues, and subsystems.
  • Easy to use programming interface and tools for customization.
  • Easy to understand strait forward documentation with examples.
  • Homogeneous System Setup and administrative tools.
  • Switch over!!!!, an Active-Active Server configuration vs. the current active-passive (Primary/Secondary) is outdated given the state of the industry. Allowing for multiple CIC servers, Primary, and multiple secondaries would be ideal! Multi-site is a bit clunky and not engineering/administratively friendly or even full-featured.
  • Out of the box robust Bulls Eye routing.
  • Expansion of the IceLib to more areas of the system with deeper hooks.
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.
Read Jim Barber's full review
Kristen Reeves profile photo
July 24, 2019

Your employees can spend less time routing communications and more time working!

Score 9 out of 10
Vetted Review
Verified User
Review Source
PureConnect is used by multiple departments within the county as the primary contact center point for inbound and outbound calls, emails, and messages. PureConnect cuts out the requirement for multiple people having to continuously monitor our calls and messages. PureConnect also makes it easier to provide the best customer service 100% of the time by always being there and available to route calls or messages to the appropriate person or department.
  • Pureconnect is highly customizable. The system has so many features that can easily be adjusted or set to accommodate the needs of each business or department and can be changed at any time by the administrator(s).
  • PureConnect is capable of being the primary contact point for multiple departments within a business. For example, our business is made up of several departments within one building. Pureconnect has the capability of routing the customer to the correct department and to the right person within that department based on their specific needs.
  • PureConnect has an excellent customer service department. If ever you find yourself needing guidance or assistance with this program, their customer service will be right there able and willing to help as needed.
  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
PureConnect is capable of appropriately handling and/or routing high-capacity calls, emails, and messages. Therefore, it is most well-suited for a business that has a lot of communications traffic. I do not believe it would be very beneficial or cost-effective for a small business who only handles or receives a few calls or emails each day.
Read Kristen Reeves's full review
Christopher Kaldenberg profile photo
June 26, 2019

Full Control with PureConnect

Score 8 out of 10
Vetted Review
Verified User
Review Source
PureConnect is our sole contact center engine for the routing of inbound and outbound emails, chats and phone calls. We use it for our call center and for 100% of our business users, inside and outside our organization. The PureConnect platform enables our organization to maintain full control of our contact center while enhancing our product offerings over our competitors.
  • Ease of use of the PureConnect systems, from an Administrator experience to our Supervisor tools and end-user Desktop platform. All of these offerings are extremely “feature rich” which provides high customization, real-time awareness and enables us to deliver a silky interface to our end-users.
  • At EMS, since we provide contact center outsourcing, our environment doesn’t operate as a single company with multiple departments, but rather as numerous companies with multiple departments under one roof, each with their own unique contact center preferences delivered with precision through EMS and Genesys.
  • At present we are managing roughly 500 phone numbers, 400 workgroups, 200 Inbound Call Profiles, 200 users and 50 roles with PureConnect.
  • We are a CaaS Local Control customer, meaning that our voice traffic stays onsite at EMS, but we leverage PureConnect cloud servers in a geo-redundant environment to route our interactions.
  • EMS Provides support and services via Voice, Email and Chat with the ability to also turn-up SMS. With the Genesys system we are confidently able to achieve all of this with a single FT dedicated EMS Genesys Administrator.
  • The Genesys sales and support engineers are the best in the business.
  • Any ideas or questions that need addressed are quickly and accurately addressed with a phone call or email to our Customer Success Manager, Service Delivery Manager or Support Team. The support we receive feels genuine and the demonstrated sense of urgency is not based upon the number of seats we occupy.
  • The Genesys PureConnect platform is highly customizable and we have yet to truly run into any roadblocks with system configuration and feature sets. We are only limited to our own creativity.
  • Reporting. Why can't I get individual interaction details from cradle to grave? Most importantly on "abandoned" interactions. PureConnect sums and averages all of your interaction data by half hour intervals and therefore dumps the individual line by line data. We want to know if someone abandons a queue, what date/time they called, their number, wait duration(s) before disconnect, workgroup and etc. This just makes no sense in comparison to the competition. The rest of the canned reporting is useful and works well.
Pure connect is well suited for small to large companies of few to many departments, requiring a phone engine. It is also suited for large contact centers that provide multi-channel/omni-channel support and services for their partners. For example, an outsourcer with 50 clients can easily handle thousands of phone numbers and routing profiles, all unique to the customer's needs.
Read Christopher Kaldenberg's full review
KENICHI ODAIRA profile photo
May 17, 2019

Points of the decision to introduce PureConnect and the mechanism realized

Score 10 out of 10
Vetted Review
Verified User
Review Source
Our company sells office supplies online. Our company uses this product in all of our customer service departments. There are approximately 700 seats available. Among them, the average number of active seats is 550. There are a lot of inquiries about delivery about the handling products. By using functions such as IVR, we introduced them to process those queries efficiently. Also, our company has a small number of members in the information system department. Therefore, we introduced PureConnectCloud to reduce internal system operation tasks.
  • We introduced PureConnect Cloud to dramatically reduce our system operation tasks.
  • As call flow configuration change is easy, it can respond to sudden operation change immediately.
  • System accounts such as InteractionDesktop and ICBM are common.
  • SwichOver to the backup center at the time of failure is very fast.
  • The response of InteractionSupervisor, InteractionAdministrator, and InteractionAttendant is very slow.
  • I want a function to change batch user information of InteractionAdministrator.
  • I want a batch download and batch upload function of InteractionAdministrator user information and WG information.
PureConnect Cloud is very suitable for companies that can not spend resources on system operation because of the small number of people in the information systems department, as in our company. Also, suitable for a company that requires some degree of system customization at the time of introduction. As long as our company uses it, there is no scenario that is not particularly suitable.

Read KENICHI ODAIRA's full review
Joseph Potts profile photo
August 16, 2019

Basic Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
PureConnect is our contact centre solution. It allows us to manage customer interactions throughout our organisation. We are developing the strands of the product most beneficial to our business in our contact centre environment, with a view to rolling it out to other touch-points in our customer journey.
  • Blended interaction type routing (emails & calls)
  • Skills based routing
  • User development of tailored solutions
  • Real-Time views.
  • Work-Force management tools
  • Reporting & MI
The solution works well in our Contact Centre environment and in areas where there is direct customer contact.
Read Joseph Potts's full review
Amy Lewis profile photo
July 27, 2019

Great on the surface

Score 8 out of 10
Vetted Review
Reseller
Review Source
We use PureConnect as our enterprise PBX and also for our support contact center. It enables us to work remotely (we are a virtual company) and route calls.
  • It's easy to customize.
  • It's easy to integrate.
  • PureConnect has a great UI.
  • Reporting is terrible -- canned reports, as well as the available report data in the database for custom reporting.
  • It's missing popular features like scheduled callbacks, a more robust dashboard (e.g. how many calls in queue vs. callbacks in the queue), and the ability to change names.
  • The WFM lacks features found in many other WFM solutions. Customers who transition from something else to Optimizer usually regret it.
Genesys is great for contact centers that have fairly basic requirements and/or want an all-in-one kind of solution.
Read Amy Lewis's full review
Ryan Warfield profile photo
July 27, 2019

PureConnect for the win!

Score 9 out of 10
Vetted Review
Reseller
Review Source
I use PureConnect in multiple ways. Both in my day to day activities and in demos to customers and prospects. As an all-in-one solution, it has the ability to solve for many needs. Everything from simple PBX functionality to advanced Contact Center requirements.
  • Visibility across the organization
  • Plethora of features and functions
  • Ease of integration
  • Transcription reporting from the assistance interactions.
  • Ability to change the color pallet of the applications to make them look more modern.
  • Needs native WebRTC functionality.
I believe that PureConnect is well suited for organizations that have a need for Contact Center functionality. While it has a great PBX, if the need is only for a PBX, it is not always financially well suited.
Read Ryan Warfield's full review
Steve Fulkerson profile photo
July 27, 2019

Flexible PureConnect for Call Centers

Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys PureConnect is used by the call center portion of our business and the staff that support the call center.
  • Gets the call to the right agent (properly skilled and trained).
  • Open sourced and extremely flexible to meet the unique needs of our business.
  • Multiple tools available for call-center management and support.
  • Support for the product is slowly moving toward PureCloud which is the future.
PureConnect is a great solution for call centers. It properly routes calls with its proprietary ACD call routing. Routing based on skill, pay, time available, etc.—it all factors in.
Read Steve Fulkerson's full review
Bradley Leonard profile photo
July 26, 2019

Genesys Takes You To The Next Level!

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use PureConnect as our call center platform. We currently have around 1000 agents and they all sign in using PureConnect products like Interaction Desktop to take calls and ICBM to monitor. I use applications like Interaction Administrator and Interaction Attendant to manage and provision the platform and we work with the Genesys team to manage servers and other infrastructure.
  • Their platform is pretty rock solid as far as staying up and doing what it's supposed to do.
  • They provide ample documentation that I can use to fix problems myself.
  • They're quick to answer the phone when we need help.
  • Their support leaves a little to be desired at times. Sometimes I feel like we know more than their experts do.
  • The unplanned switchovers have to stop.
  • I'd really like to know that things like single sign on are going to work the way they're supposed to at all times.
I think Genesys Pureconnect is the way to go if you have a call center, big or small. The strides they're taking with AI and predictive routing are very impressive and can really help the agent/customer experience in a big way. It's nice to know that calls are going to the people that need to take them and we can decrease the time on the phone.
Read Bradley Leonard's full review
Ariel Dorfman profile photo
July 25, 2019

Our path to the best customer experience

Score 9 out of 10
Vetted Review
Verified User
Review Source
We, at Universal Assistance, use the PureConnect platform all across the organization. We have deployed to 10 countries all around the LaTam Region. Also the platform gives support for our 4 different Contact Centers, that are in 5 different countries. With PureConnect we solve the client relationship and the way that they get in touch with the company.
  • CRM Imtegration
  • Audio quality
  • Intelligent Routing
  • Support
  • Agent and groups Managements
  • Licensing
  • Some PBX functions
  • Reports
Genesys PureConnect is well suited for a vast variety of scenarios, but mostly using On-Premise with a roadmap to the Cloud. Also, it is good for interconnecting branch offices to headquarters. From the Contact center perspective, it is well suited for small groups (10 or so) and for big groups (more than 3000 agents), where you can connect different types of lines, E1/T1, SIP, etc.
Read Ariel Dorfman's full review
Eric Wittkopp profile photo
March 22, 2019

Why Choosing Genesys PureConnect was the Best Decision we Made in 2018

Score 9 out of 10
Vetted Review
Verified User
Review Source
PureConnect has proven to be the right choice for our company in bringing together functionality that typically exists on multiple platforms and doesn't play well together. Moving off of our Avaya PBX in 2018 has positioned us to exploit the latest communication technologies. Once limited by our platform, using PureConnect has provided us so many options that our limitations today are tied directly to our own creativity: if we can dream it, PureConnect's features and open architecture allows us to do it. Out of the box with no real strategy changes, our contact center found itself much more efficient. Over the past year, as we have started introducing Omni-channel strategies, self-service IVR, real-time analytics, smarter call routing, etc., we are learning just how much more can be achieved-- and we're just scratching the surface. Integration with our in-house developed contact compliance system looked to be a large undertaking: 100% of all outbound calls are not permitted to launch until PureConnect receives permission from the compliance system. The system tracks historical call data and manages business rules based on client and regulatory requirements. Using handlers and the IceLib API made this project much easier than we had anticipated. One of our best investments was the training and certification of our software developers. I love the fact that Genesys invests as much as it does in R&D. I am confident that Genesys will continue to be an innovator in the communications space and will continue to support PureConnect. The largest frustration for our company is that Genesys is growing so quickly that they appear to often have trouble handling inquiries about new functionality: their marketing team does a fantastic job wetting our appetite; however, to receive additional information or schedule demonstrations (ex. "Build-a-bot workshop), it can take a lot of follow up/escalation. Would I recommend PureConnect to others? I already have.
  • 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).
I think PureConnect is best suited for an organization that is looking to improve CSAT and reduce expense. It may not be the best choice for smaller companies that don't have a lot of communications traffic.
Read Eric Wittkopp's full review
Anna Niedzwiecka profile photo
July 05, 2019

The real life saving solution!

Score 10 out of 10
Vetted Review
Verified User
Review Source
In Oriflame Cosmetics we use Genesys PureConnect in 40 countries and soon we are going to implement it in more markets. It's the best solution to deal with our customers in the Contact Center and provides the best and fastest service possible.
  • It saves a lot of time by having everything in one app.
  • It makes work easier for our agents.
  • It allows us to monitor results in all markets very easily.
  • In the web client, there isn't a way to look at an email without answering it.
For our company, this product has worked very well and it makes less work for our agents I think it's a perfect solution for all companies which have a large number of agents and business in different countries.
Read Anna Niedzwiecka's full review
Andrew Wooster profile photo
June 24, 2019

Genesys PureConnect

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use the Genesys PureConnect system for our contact center to provide ACD routing of customer calls. We also utilize the Interaction Process Automation feature to enhance our internal processes and streamline our daily work. With the Genesys PureConnect system, we are able to intelligently route customer calls to the most skilled agents, this provides the best possible experience for the customer and the agent.
  • 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!
Genesys PureConnect provides excellent ACD routing of customer calls. The Interaction Process Automation feature has improved our business processes and streamlined the work necessary to complete all tasks. The ability to write custom handlers has allowed us to automate business processes and increase our agents efficiency. The broad out of the box functionality of Attendant, has allowed us to improve the routing of customer calls to the best suited agents.
Read Andrew Wooster's full review
Trista Wiegel profile photo
May 07, 2019

PureConnect

Score 10 out of 10
Vetted Review
Verified User
Review Source
We currently use PureConnect for our Operations and Customer Service departments to takes calls, chats and Emails. It address efficiency in getting interactions answered in order of importance and in a timely manner. Out of 400 employees we currently have 150 users on the Pure Connect platform.
  • IVR Flow
  • Chat
  • Email
  • The one item we are waiting on before going to the cloud version is emails to be printed. This would be a great feature to have which the on-premise already does have.
We love working on the PureConnect platform and our 3rd party vendor makes this easy to do!
Read Trista Wiegel's full review
Brian Booth profile photo
July 30, 2019

I can feel it coming in the air tonight, oh Lord!

Score 7 out of 10
Vetted Review
Verified User
Review Source
Genesys PureConnect is mostly used in our Call Center. It has allowed members to schedule/reschedule/cancel trips via phone, chat, email, or IVR self-service.
  • Call Routing
  • Call Recordings
  • Uptime
  • Support : Better communication
  • Better options for bulk editing/skilling
  • Wish the Windows registry wasn't used so much for settings
Genesys PureConnect is well suited for companies looking to simplify and track all customer-facing interactions.
It is less appropriate for companies looking to own and manage their equipment.
Read Brian Booth's full review
No photo available
July 30, 2019

Genesys PureConnect Feedback

Score 8 out of 10
Vetted Review
Verified User
Review Source
It is used enterprise wide. We have 2 contact centers who are our heavy users: 1) Front-end loan origination and client relations 2) customer service and collections. It allows us to get the interactions to the correct place/people in an effective manner along with allows us to target certain agent groups through bulls-eye routing.

  • Provides flexibility to design interaction flows that work for your business model/challenges.
  • Provides redundancy and high availability with backup server.
  • Allows for features to be limited to certain users or user groups via security.
  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
It is very flexible and can be designed for your business' needs. The system can be very data-intense which is great when you are doing collection campaigns and best time to contact strategies based on payment history. It can get very expensive quickly as you customize. Every customization is added to your maintenance which people sometimes overlook. Unless you are developing everything onsite.
Read this authenticated review
No photo available
August 06, 2019

Genesys plus low code equals happy agents and customers

Score 7 out of 10
Vetted Review
Reseller
Review Source
Our organization integrates within PureConnect to produce all the data and a case management solution for the caller. Integration between the platforms allows our solution to pull up the caller's account information and present a summary of that caller's account and interaction with the organization. From there we can create a case that is contextual.
  • Manage inbound calls.
  • Record metrics.
  • Integrate with solutions.
  • User interface is old
  • Performance
  • Unintuitive
Call centers where customer service is done are well suited.
Read this authenticated review
No photo available
August 06, 2019

WFM review of PureConnect

Score 5 out of 10
Vetted Review
Verified User
Review Source
It is being used across the organization, however we do still have areas that have not converted. We are able to use both the client based product and the web base product, dependent on CRM used in different areas.
  • End user friendly
  • Ease of configuration
  • Custom routing
  • Multiple platform use
  • Dashboard integration
  • WFM software integration
  • Stability
I think that PureConnect is well suited for large, focused call centers due to ease of end user use and the general ease of configuration. With small custom organization 500 or less, it does not have the reporting methods needed out of the box and is difficult to create custom.
Read this authenticated review
No photo available
July 30, 2019

PureConnect Contact Center

Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys PureConnect is used by our contact centers in North America and Europe. It provides us a reliable platform for customer contact and reporting with the breadth and agility to explore and implement new solutions to drive efficiency and better customer experience.
  • We love having omni-channel communications in one centralized platform!
  • PureConnect is a stable and reliable solution that I know we can count on.
  • Reporting capabilities put useful information in the hands of our team.
  • Interaction Feedback reporting lacks a lot - we get very limited data and can't really use it to interpret the survey data.
  • The PureConnect for Salesforce integration is somewhat limited—here's a lot we can't do without using the Salesforce Object Routing Connector, but that poses its own issues.
  • The integration with Aspect eWFM has been a nightmare.
PureConnect is great for any organization that doesn't have the people or skills to maintain a communications platform.
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July 27, 2019

Great software, easy to customize.

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use this across our entire organization, at multiple locations in multiple geographic areas. It provides a singular system that integrates every location and department together.
  • It integrates with other products easily.
  • It has multiple redundancy options for backup.
  • Its easy to manage and make changes.
  • I would like the administrator program to be updated.
  • I would like more virtual server ability.
  • I would like the costs to decrease.
This product scales very easily, from a small company to a massive corporation. It integrates with various platforms and products and allows you to customize almost every feature. Having multi-platform input (calls, chats, texts, emails) all within one desktop client is great for call center solutions.
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July 27, 2019

PureConnect

Score 7 out of 10
Vetted Review
Verified User
Review Source
It is currently used in the Call Center for call routing, workforce management, and quality assurance. It allows us to understand our customer's behavior and route them to the right person to help.
  • Call routing to the right user.
  • Monitor and capture agent screen and customer speech content.
  • Creates opportunities to further efficiency.
  • The WFM system called Optimizer is missing automation and key functionality out of the box.
  • Canned reporting is limited.
  • Dashboard to visually display KPIs.
Into mid to small contact centers for their WFM software, small to large contact centers for everything else.
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July 27, 2019

ININ: Genesys review of CIC

Score 9 out of 10
Vetted Review
Verified User
Review Source
Used by our customer call center all over North America by the electronic tracking center, custom brokerage, train Reporting, dimensional load, service delivery, CN police, help desk, and travel (future). The latter is considered "internal' users and there is the more traditional Call Center user, the first group of users are not using the call center as it was meant to be used, they act more like account managers rather than Call center agents.
  • Call handling
  • Call flows
  • Processing
  • Email
  • GUI
  • Data storage
As mentioned: at CN we are email "heavy" and the application is compared to other e-mail software, and this is where it falls short. But, as a call center environment, it is "top-notch". The call volumes are low and the e-mail transactions are high and once e-mails are in, they need to be retrieved for future use with customers. This is also a weak point, the tracker, it has a limited amount of files that agents can search by.
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July 25, 2019

You can’t go wrong with Genesys

Score 9 out of 10
Vetted Review
Verified User
Review Source

We use it mostly for our Customer Service Departments but, do have some users set up as a business user.

We have our IVR built into Genesys which customers can call into and receive account balance and listen to their transactions.

Our IVR has cut down on the calls that come into the Customer Service Department and the time the Agents would spend with the customers going over account activity.

  • Functional and easy to use. Clean interface makes it easy to navigate.
  • Support is always eager to solve any issues and answer any questions.
  • Very easy to deploy a large amount of phones.
  • I would like to see additional training or knowledge classes available remotely.
I believe Pure Connect is suited for Call centers as well is an independent business user.
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March 22, 2019

Genesys PureConnect (my overview)

Score 8 out of 10
Vetted Review
Verified User
Review Source
Across all of Atos RTS. We have offices in Clovis, NM; Fargo, ND; Chengdu, China; Monterrey, MX; and Manila, Philippines. We use to as our VoIP solution.
  • 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.
Genesys PureConnect has served Atos RTS particularly well in the aspects of customization. For example, there is the application known as Interaction Attendant, which is responsible for essentially building out the entire IVR through what are called "attendant profiles." Here we can drill into aspects such as audio messages/ACD-based transfers to workgroups. To further this though, customized handlers allow the ability to really take call handling to the next level. For example, it's possible to set a percentage of calls that will perform a specific action. This has helped greatly when our company decided to integrate an external entity for surveys that McDonald's stores would take after completion of a call. This allows the ability to define thresholds for what calls fall into what actions. In this scenario, we did a 50 percent that would external transfer upon call completion to this external survey entity and 50 percent that would not, built out a customized handler and even created a custom button inside of interaction desktop that the agents were trained on using to disconnect the call, which would initiate the custom handler and perform the transfer. All in all, the customization aspect of the product is a great strength.
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Feature Scorecard Summary

Agent dashboard (40)
7.4
Validate callers (37)
8.3
Outbound response (29)
7.4
Call forwarding (41)
8.1
Click-to-call (CTC) (33)
7.7
Warm transfer (42)
8.7
Predictive dialing (25)
7.3
Interactive voice response (33)
7.8
REST APIs (27)
7.2
Call scripts (28)
7.6
Call tracking (40)
7.4
Multichannel integration (31)
7.6
CRM software integration (28)
7.2
Inbound call routing (39)
8.0
Omnichannel inbound routing (27)
8.0
Recording (40)
8.1
Quality management (36)
7.8
Call analytics (31)
7.3
Historical reporting (40)
6.9
Live reporting (36)
7.1
Customer surveys (24)
7.1
Customer interaction analytics (22)
6.8

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's goal is to let users 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 users 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 users 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 users to customize the application and integrate with any existing systems.

Maximize privacy and control in the cloud: Users get their own instance of the application, the option to go 100% private cloud and the ability to keep voice traffic and recordings at your site. Users can also customize solutions, determine the timing of updates and maintain control over carrier relationships.

Genesys PureConnect Features

Contact Center Software Features
Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Has featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Has featureCommunications forecasting
Workforce Optimization (WFO) Features
Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Has featureLive reporting
Has featureCustomer surveys
Has featureCustomer interaction analytics
Omnichannel support Features
Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Has featureVideo channel
Has featureLive chat channel
Has featureCo-browse
Does not have featureScreen-share
Has featureSocial media channels
Has featureMobile applications
Predictive Analytics Features
Has featureIntelligent call routing
Has featureChatbots
Has featureAI assistance for live agents

Genesys PureConnect Screenshots

Genesys PureConnect Videos (2)

Genesys PureConnect Downloadables

Genesys PureConnect Integrations

Salesforce, Oracle, Microsoft, Cisco, Other popular CRM and UC solutions

Genesys PureConnect Competitors

Avaya, Cisco, inContact

Genesys PureConnect Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows
Mobile Application:iPad Supervisor