Filter Ratings and Reviews
Filter 231 vetted Genesys PureConnect reviews and ratings
Reviews (1-25 of 115)
August 06, 2019
Genesys, All Software, One Vendor
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.
August 06, 2019
Highly 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.
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.
November 18, 2019
PureConnect - Worth connecting to this!
Our organisation is using PureConnect across the whole business. We currently track calls and emails but looking at the capability to offer other channels. PureConnect gives us the ability to track end to end customer journey and how they contact us. Reporting is adequate to our needs but tailored reporting is difficult or costly to arrange.
- 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.
November 18, 2019
Top level view rather than deep dive
We are an outsourcer and use PureConnect predominantly for the voice channel for our contracted contact centre services.
- 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.
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.
June 26, 2019
Full Control with PureConnect
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.
August 27, 2019
Great on the surface
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.
August 16, 2019
Basic Review
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
July 27, 2019
PureConnect 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.
July 27, 2019
Flexible PureConnect for Call Centers
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.
July 26, 2019
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.
July 25, 2019
Our path to the best customer experience
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
July 05, 2019
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.
June 24, 2019
Genesys PureConnect
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!
September 16, 2019
Loyal CIC advocate
We use it as a call center solution for our customer. Conduent is a BPO where you can outsource, for example, your customer service
- Intelligent call routing
- Stable inbound/ outbound telephony
- All in one suite
- All in one suite should have CRM functionality
- More flexibility in call data.
July 30, 2019
I 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
July 30, 2019
Genesys PureConnect Feedback
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.
October 25, 2019
I highly recommend PureConnect for your contact center solution
We utilize Pure Connect in our contact centers and have taken advantage of its multi-channel routing functionality. We have a large outbound dialer component, as well as a substantial IVR consisting of over 100+ toll-free numbers. We have taken advantage of some of the built-in functionality: workforce management (WFO/WFM), voice and screen recording, interaction analyzer and Interaction optimizer. We are also in the process of integrating with Salesforce.
- 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.
October 24, 2019
Genesys PureConnect Review
Genesys PureConnect - CIC is used by the whole company. It is our phone system. All calls are routed and answered in the PureConnect system, ACD calls are routed via the system. It addresses all of our phone needs; it is the way our company interacts with our customers via phone. We are leveraging PureConnect for calls, and voicemails.
- 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
September 30, 2019
Great Customer Connect Product
We have a lot of calls coming from multiple people and Genesys PureConnect really allows us to route it to the right set of people. The cloud version with no downtime has been an absolute blessing. It was earlier being used as part of a department but now it is being implemented across the organization.
- 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.
August 06, 2019
Genesys plus low code equals happy agents and customers
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
August 06, 2019
WFM review of PureConnect
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
July 30, 2019
PureConnect Contact Center
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.
July 27, 2019
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.
July 27, 2019
PureConnect
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.
Genesys PureConnect Scorecard Summary
Feature Scorecard Summary
About Genesys PureConnect
The Genesys PureConnect platform is an all-in-one contact center solution that promises a broad and deep set of omnichannel and business communications solutions on a single platform. The vendor aims to offer: simplified all-in-one architecture, flexibility and the highest level of isolation and control available in the cloud. Available both in the cloud and on-premises, PureConnect'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 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 Intelligent Xperiences Contact Center, Cisco, inContact
Genesys PureConnect Technical Details
| Deployment Types: | On-premise, SaaS |
|---|---|
| Operating Systems: | Windows |
| Mobile Application: | iPad Supervisor |