TrustRadius
https://dudodiprj2sv7.cloudfront.net/product-logos/C8/Rc/U2C1HHG3NHC5.JPEGGenesysFanboy for PureConnect2018-08-27T14:04:58.451ZWe use the PureConnect system to handle a range of needs for the Hospital and its employees. It ranges from pre-registration, insurance questions, making payments on bills. For the employee side we assist with pay roll issue, benefits questions, leave of absents. We have some self service IVR options where the patient can find out information on their account by following the options. The feedback is overwhelming positive as the patient feels empowered and can address most of their needs without talking to an agent,PureConnect is a true, flexible, all-in-one out-of-the-box solution for your contact center needs
With this being a true all-in-one it is a reduced cost of ownership vs other platforms on the market
PureConnect seamlessly integrates with several CRM and WFM tools out of the box unlike other platforms on the market you need custom programing to hook in to these offerings,Whitepapers, technical documents: there can be a more robust knowledge base with clearer documentation. We have found at time of implementation we hit a wall as the document is missing some items
More robust out of the box reporting ( which i feel is coming with some of the webinars we have seen with the new analytics
A way to rename users, wokgroups, schedules or other items on the fly. IE once you create something you have to remove it and start again as you can not rename an object in Interaction Administrator,10,One of the biggest wins we had, was the self service IVR. This is where a patient can get all of their important info for their account, make payments for a bill (including setting up a payment plan) or lastly talk to an agent if they have further needs or questions. The feedback has been overwhelming positive. This has reduced the Cost Per Contact as these calls are not making their way to the queue and thus freeing up the agents to handle other calls,At the time when we selected the offering it was for a Cloud based deployment. Over the the time using CaaS the organization build a strong voice team to that this to the next level. Once the team was in place the organization brought the system in-house to handle all the daily needs ourselves.
By doing this it was a reduction in cost and we controlled how we managed the platform.
In addition with our custom programming team we were able to write several reports, custom handlers and API hooks that drove us in to the leading edge of tomorrow,Salesforce App Cloud, Skype for BusinessMicheal McComberPureConnect Allowed Us To Achieve Our Unique Requirements2018-07-25T21:32:50.223ZPureConnect is used in our Contact Centre operations as a means of communication for outbound phone calls and inbound calls with IVR menus and routing. It also handles creating and storing recordings for the Quality Assurance team. One main aspect of the system is being the chat routing engine for our customized integration with various external applications.,PureConnect is able to have customized code built to help achieve specific requirements for company-specific needs.
The administrative, supervisory, and user interfaces are straightforward, and can also be customized at a group or individual level.
PureConnect has been quite stable, which is required for a call centre platform.
There are extensive help files and documentation to aid the users, which reduces the need for support tickets.,For members of our User Support team to be able to submit support tickets to Genesys, they are forced to complete a full week of training, including several subjects and systems that they don't even have access to as part of their role. Example: Before they can submit a ticket for "nobody is able to login", they must have completed course content for "Configuring Attendant IVR Menus", which is not related to their job. This has caused us to have only one person (Master Administrator) to be able to submit support requests, and the rest of the support team has to contact that person to submit them. Not great for a 24/7 contact centre.
The licensing and contract details are disjointed. There is no proper/direct map from what is on the contract to what is configured in the system, and some items can only be "name user" licenses, which is quite difficult to deal with if your other items are "concurrent user" licenses.
Requests relating to their online portals tent to take an abnormally long time to resolve, such as resetting a user password, sometimes with no success.,8,We have been able to build our custom integration with our own, proprietary applications. We are confident that PureConnect can accomplish our needs. Our users, supervisors, and administrators are around the globe, so it is important to us to be able to connect to all of the systems from anywhere, and not require a traditional "office network" to work from.,When we onboarded the product, it was still with the stand-alone company Interactive Intelligence. It was important that they were able to work with us for our customization and integration requirements, as well as be able to have on premises and/or cloud components. They also had an ongoing product roadmap, so we were confident that we could proceed with the product for a long life cycle. We hope that the acquisition by Genesys does not affect our vendor relationship.,Salesforce Service Cloud, G Suite, Microsoft Office 365, TeamViewer, JIRA Service Desk, HipChat, GoToMeeting, ZendeskKristopher KauthThe good, the bad, the ugly2018-09-05T21:38:22.768ZWe use this across 4 of our main offices across the whole organisation. This helps us call share between offices over different time zones. Having everyone in the contact center on the same platform is a win for us.,Call routing is easy to build and use and delivers really well to keep call waits under control while still delivering the calls to the right people.
The IPA add-on has been great for us to manage our off the phone administration tasks. We have noticed an increase in productivity and resolution times.
Support is great for this product and the knowledge base is really comprehensive. Makes solving issues yourself really easy and if you cant support is always quick to respond.,The IVR build has been hard for the rest of the business to follow. If they don't have a technical background they find the interface hard to follow and use.
Upgrade waiting times are too long and always getting pushed back. A better way to handle these would be good.,8,Customer satisfaction has been improved as we are able to answer more calls quicker due to call routing and not having to wait for a staff member to send the call to someone. Agent productivity has also increased especially in our off the phone tasks with the delivery system instead of the staff pulling their own work.,We had signed on when the company was Interactive Intelligence. We decided on this product as the reputation was good, the team was professional and the product met our specific needs at the time.,Atlassian Confluence, TypeformKara ReynoldsGenesys PureConnect; successful platform at Conduent's European Customer Care centres.2018-08-27T15:55:37.243ZGenesys PureConnect is our standard platform for all multi-channel support within our European organisation. Beside our contact centres we do use this platform for our office automation and our regular telephone services like receptionists as well.
Due to the fact that this platform is delivered out of our European Data centre for many locations in Europe, it helps me to manage one service to all my sites in Europe. Standardization of my infrastructure and having the opportunity to share implementations based on best-practices available for all my sites and all my users is a big benefit. Besides this fact, it helps me to get a good leverage of related infrastructure (likes telephone lines and minutes), CTi integrations with CRM-applications (like Salesforce, Oracle serviceCloud and Microsoft Dynamics as examples), and last but not least it helps me to innovate faster- and smarter. If we have realized a new innovation, it will be available for all of my sites.,Manage all my contacts within the multi-channel arena.
Helps me to provide 100% call center functionalities (recording; agent screen scripting; CTi-integrations; speech analytics etc).
Get the best out of volume (smart platform to create sharp outbound minutes).
Innovate smart, easy to deploy.,Adapt more innovations out of the box.,9,Stable company; marked leader in the multi-channel contact centre area. Good eye for innovations.Leon N.M. van AdrichemUsing PureConnect is transforming our business2018-08-27T14:13:07.926ZWe use the product as our primary telephony platform. PureConnect has allowed us to understand our customer demand and provide a better customer experience. We have been able to deliver all our service delivery in one integrated product that we can easily monitor and analyse.,Integrating multiple channels into one solution.
Constantly evolving the product to meet user and market demands.
Lots of opportunity to customise the solution.
Great focus on partnering with customers.,Better reporting and dashboards. They are working on this.
Better visibility on license usage,9,PureConnect has enabled us to establish a more efficient contact centre model and improve our customer experience via quality monitoring and WFM. Leaders now have reliable data on productivity and occupancy and have been able to improve these metrics. We have more than halved our abandoned call rate and have reduced Contact Centre related complaints by 70%.Susie Morgan
Windows, Mac
Genesys PureConnect
77 Ratings
