Overview
What is Genesys PureConnect (discontinued)?
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged…
Wondering Why End of Life on PureConnect
Genesys PureConnect, Oh how I shall miss you!
Amazing on-premise or hosted solution
Genesys PureConnect Review
Our path to the best customer experience
Stable and Adaptable Contact Center Software
PureConnect Feedback
Fanboy for PureConnect
GENErations SYStemed
A highly customizable platform that can integrate with many applications
Full Control with PureConnect
PureConnect - Worth connecting to this!
Top level view rather than deep dive
I highly recommend PureConnect for your contact center solution
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Warm transfer (57)8.383%
- Call forwarding (56)7.777%
- Call tracking (55)7.777%
- Agent dashboard (55)6.767%
Reviewer Pros & Cons
Pricing
What is Genesys PureConnect (discontinued)?
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to…
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- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Alternatives Pricing
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
What is Broadvoice?
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 6.7Agent dashboard(55) Ratings
Enables agents to track and view their individual and team performance.
- 7.5Validate callers(48) Ratings
Authenticates inbound callers with a customer ID.
- 8.5Outbound response(41) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 7.7Call forwarding(56) Ratings
Forwarding of calls to the appropriate agents.
- 8Click-to-call (CTC)(43) Ratings
Allows one-click calling for agents.
- 8.3Warm transfer(57) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.8Predictive dialing(36) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8Interactive voice response(45) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 7REST APIs(37) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.5Call scripts(39) Ratings
Providing agents with a predefined conversation script.
- 7.7Call tracking(55) Ratings
Enables agents and managers to see the origin of the call.
- 9Multichannel integration(44) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 8CRM software integration(38) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 6.5Inbound call routing(51) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 6.5Omnichannel inbound routing(39) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 4.5Recording(52) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 4.5Quality management(46) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 3Call analytics(43) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 5Historical reporting(52) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 6.5Live reporting(48) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 7.6Customer surveys(35) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 5.2Customer interaction analytics(30) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Genesys PureConnect (discontinued)?
Genesys PureConnect (discontinued) Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Genesys PureConnect (discontinued) Screenshots
Genesys PureConnect (discontinued) Videos
Genesys PureConnect (discontinued) Competitors
- Avaya IP Office
- Cisco
- inContact
Genesys PureConnect (discontinued) Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows |
Mobile Application | iPad Supervisor |
Genesys PureConnect (discontinued) Downloadables
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(215)Attribute Ratings
- 8.6Likelihood to Renew12 ratings
- 9.1Availability3 ratings
- 8.8Performance3 ratings
- 7.3Usability12 ratings
- 4Support Rating12 ratings
- 8.3Online Training3 ratings
- 8.2In-Person Training4 ratings
- 6.1Implementation Rating7 ratings
- 9Configurability2 ratings
- 8.2Product Scalability3 ratings
- 8.1Ease of integration2 ratings
- 8.8Vendor pre-sale3 ratings
- 8.8Vendor post-sale3 ratings
Reviews
(1-25 of 115)Could have been great, but...
- Call Routing
- SMS
- The outbound dialing/SMS functionality can be difficult to utilize coming from flat files
- Chat needs to have native language processing to improve both agent and customer experience
It is sorely lacking on the Quality side. Our quality associates have struggled reviewing interactions due to the use of multiple screens and the poor quality of the screen recordings when two screens are involved.
Wondering Why End of Life on PureConnect
- Routes Calls
- Text to Speech
- Callbacks
- WFM
- Reporting
- On the Agent client the view tab can be deleted and agents can't answer calls
Genesys PureConnect, Oh how I shall miss you!
- Interoperability
- Availability
- Comprehensiveness of solutions on offer
- Upgrade path to Cloud is not as clear as one might hope
- CCPulse was powerful but deprecated, Pulse wasn't a great replacement
Amazing on-premise or hosted solution
- Voice calls
- Live chat
- Fax queuing
- Email queuing
- Ease of use (backend)
Genesys PureConnect Review
- PureConnect's customization through the c# API, web API and handlers is fairly welcoming to customization with a fair amount of supporting documentation.
- The dial plan in PureConnect is one of the best laid out that I have seen in a contact center product. It is very readable.
- The ability to farm out responsibilities like agent onboarding and terms to department level users through granular security is a real timesaver.
- The ease of setup of the platform of itself is practically unheard of in the call center space. Simple Windows wizards with easy to follow documentation and you can very easily have an environment that can pass BFT.
- The hub and spoke model of services employed by the core engine of pureconnect is very reliable.
- Genesys development strategy over the years has allowed the platform to become somewhat stagnant. Too much emphasis was put on PureCloud which is not an adequate replacement for PureConnect and the platform was only given bug fixes for a few years.
- The built in voicemail function feels like an afterthought and requires user action to complete polling for messages.
- They take far to long to address very basic SCRs (change requests for bugs) unless they are service impacting.
- Their entry level support has degraded somewhat since the acquisition.
I can't say that I would generally recommend this platform any longer. Genesys has outsourced their support for the PureConnect application family to a 3rd party that has had significant difficulties in the transition. All of their sales are marketing efforts are geared towards their cloud offerings. They are ending their sale of non-subscription licensing for the platform as of Feb 2022 as well, which is unfortunate as all estimates we have for migrating to their subscription model (even with the licensing bundling they have done) would lead to an increase in the tco of the platform.
If you already have this platform, it's great. If you're shopping around, I think you have better options.
Our path to the best customer experience
- CRM Integration
- Audio quality
- Intelligent Routing
- Support
- Agent and groups Managements
- Licensing
- Some PBX functions
- Reports
Stable and Adaptable Contact Center Software
- Stability
- Customizable
- Creates Efficient Contact Centers
- Continued developer support for old versions.
- Administrator portal could be organized better.
- Built in reporting features have lots of issues.
PureConnect Feedback
- Moving agents between workgroups is simple across ICBM and Administrator.
- Being able to configure elements of the system is useful as it removes the dependency on Genesys themselves.
- Adding other areas of the business can be done efficiently.
- Attendant login being isolated to one user at a time.
- Having to request access to containers when the need arises as opposed to having access to all containers when first accessing the platform and completing training.
- Tailoring release notes to customers as not all customers are technically aware of how all new features can support their business strategy.
Fanboy for PureConnect
- 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
GENErations SYStemed
- Easy Administration
- Robust
- Marquee Packages could have been better
- More plugins
- The flexibility of Genesys PureConnect, supported by SDKs and APIs is what makes this solution stand out for me.
- As we've improved our back-end processes regarding how we classify, prioritize, and handle our contact records, our campaigns have been more successful via the dialer system.
- The ability to add additional attributes/key values to these interactions has allowed us to gain knowledge we have used to create more personal experiences.
- The Attendant application allows us to do many things with our calls, from a data perspective as well as providing the best service possible.
- The customization capabilities lead to complexity. Troubleshooting can be tedious at times.
- The support model could be improved, when compared to other contact center platforms.
- Out-of-box reporting is lacking, so larger contact centers will need additional apps to gain knowledge from the data.
- Some key values within the data cannot be easily related, in order to create reports that can drill down from a high level to a granular data point.
Full Control with PureConnect
- 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.
PureConnect - Worth connecting to this!
- Tracking agent behaviour through their login. Reports around this are varied and reveal a lot.
- Adding new work groups/skills and distributing through each area is quick and easily done by admin.
- Naming convention can cause an issue with understanding across all areas.
- Add-ons are an additional cost. Anything not out of the box will be a cost. Factor this in for your bid.
- Reporting can be confusing. What you want and what it gives you are different. Also for reporting purposes, arrival times and when the contact is actually handled matter. If this spans two intervals doubling up can occur.
Top level view rather than deep dive
- Robust and reliable enterprise telephony service.
- Ability to flex licensing up and down as our user profiles change.
- Future proofing of services through new digital channel integration, ease of cloud services integration and third party add-ons.
- Simple and easy to use agent user interface.
- Cost of the digital/AI based services are high relative to other cloud provided services.
- Hardware provisioning for PureConnect misaligns with cloud adopted technologies - it's not an evergreen architecture for us.
- PCI integration using a third party PCI provider is harder to implement than one would expect.
I highly recommend PureConnect for your contact center solution
- Outbound Dialer: Member engagement is a huge business driver for our company and the outbound dialer really drives that engagement. It is more efficient and effective than any other dialer I have ever used.
- Inbound Attendant: The configuration interface for Interactive Attendant is intuitive and simple to use.
- Stability: We have a high availability environment and rarely ever have to switch to our backup server. The platform runs clean and is reliable.
- I would love to be able to rename and user I.D. Currently, we have to delete and rebuild the profile.
- I would like to see some of the built-in applications like Optimizer expanded upon. I believe there is a 500 agent limit on the size of the scheduling unit you can create.
Genesys PureConnect Review
- PureConnect seamlessly connect to [our] CRM, with no issues
- Their vast IVR routes call to the proper agents based on our needs, and the way we want it set up, very easily.
- The actual layout for each agent can be customized for each person, and at the same time have the standard view that we want
- They are constantly evolving and update the product to meet user and market demands
- Very good in monitoring and listening to calls
- The out of box reports aren't that good, they need more flexible to pull the data the way you want it
- The management and supervisory functions can use a little more customizations, than just out of the box
Great Customer Connect Product
- Integration with existing platforms.
- No downtime on the cloud version
- Ease of use for supervisors and agents
- Failovers are easily triggered.
- Server turns slow when there are are a lot of use cases.
- Some level of customization for the buttons.
Loyal CIC advocate
- Intelligent call routing
- Stable inbound/ outbound telephony
- All in one suite
- All in one suite should have CRM functionality
- More flexibility in call data.
Great on the surface
- 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.
Basic Review
- Blended interaction type routing (emails & calls)
- Skills based routing
- User development of tailored solutions
- Real-Time views.
- Work-Force management tools
- Reporting & MI
Genesys, All Software, One Vendor
- 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.
Genesys plus low code equals happy agents and customers
- Manage inbound calls.
- Record metrics.
- Integrate with solutions.
- User interface is old
- Performance
- Unintuitive
Highly customizable, easy to use, easy to implement.
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 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.
WFM review of PureConnect
- End user friendly
- Ease of configuration
- Custom routing
- Multiple platform use
- Dashboard integration
- WFM software integration
- Stability
Valued Technology partner
- Ease of use
- Comprehensive features
- Leading edge technology
- Currently no major issues