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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://dudodiprj2sv7.cloudfront.net/product-logos/C8/Rc/U2C1HHG3NHC5.JPEGGenesysWhy Choosing Genesys PureConnect was the Best Decision we Made in 20182019-03-22T23:05:04.523ZPureConnect 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.Eric WittkoppMixed Bag2019-02-08T17:55:15.326ZGenesys PureConnect is currently being used by multiple departments within the organization after starting out with one department. The platform addresses the need for our organization to be able to communicate will with our customers with our given organizational structure which includes multiple sites in multiple countries as well as a contingent of home based customer service representatives.,Flexible options with call routing
Stability (very few system outages)
Allows optimized use of available resources in a multi-skill environment
Real time performance management system is excellent,Historical performance reporting
When there are outages (which are rare) complexity of the system tends to require significant investigation to determine the root cause and provide a fix
Too many options for frontline customer service representatives using the tool which has lead to increased handling time per transaction,6,Genesys PureConnect has significantly reduced telecom expenses and has had led to higher agent productivity and utilization rates. At the same time, we did see a significant increase in transaction handling time upon switching to Genesys that has never returned to prior levels.,Nuance Digital Engagement PlatformBrandon McHenryGreat contact center "One stop shop" solution from Genesys2018-12-04T16:36:52.930ZGenesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the prefered contact center solution for Carl Zeiss in 2013, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephony platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.,We wanted a "one stop shop" provider that can provide all CCC features needed in one solution with minimum of "add-ons'.
We needed a solution that could integrate with multiple telephony environments & separation of contact center and telephony investments and roll-outs.
Partnership with Microsoft for UC, including joint product roadmaps and tight product integration – Hassle free upgrades.
Recognized by trusted industry experts (Gartner, Frost & Sullivan etc.).,Cost is a hindrance for utilizing Genesys products and services, especially for smaller sites and smaller teams.
The tools is sofisticated and advanced, and that's great, but it would be good to have a "Basic" license with a lower cost that could be used for smaller teams with limited requirements.
Each individual implementation can be cumbersome and requires substantial investment and dedicated resources.,7,Historically we had a lack of a common contact centre communication concept within our organization, with several different systems and solutions in use. This contributed to inefficient operations and inability to deal with peaks and drops in customer demand throughout our company. With the implementation of a common Contact Centre Communication Concept, the contact centers got an important corner stone in place, in order to transform the function from a transactional overhead operation to a strategic value added point of differentiation that increases revenue & improves margins.,Genesys (or rather the former Interactive Intelligence acquired by Genesys) had a good fit with our global contact center requirements specification. At the time of selection it had a good fit with and easy integration with the Microsoft Lync implementation project we just started within the company. We needed a "one stop shop" provider that can provide all CCC features needed in one solution with minimum of "add-ons“. Genesys could also deliver a global coverage and local support.,OpenScape Contact Center Suite, Avaya, SAP Business WarehouseJakob IngvaldsenPureConnect, a brief history2018-11-21T20:26:17.488ZPureConnect is our primary VoIP phone system as well as our call center solution. We are not a very custom solution, considering the amount of users/stations we have and the limited amount of support staff. We do occasionally use services like Dialer, Recorder, etc, but not as often as we'd like. We also actively use Scheduled Reports, Web Client, etc. From where we came from in 2009 (old Nortel PBX's), the call center experience has vastly improved. As we introduce technologies, like web/software clients, to users, we seem to get decent feedback as well.,Clean administration, supervisor interfaces
A recent aggressive push towards fully functional web client
Another recent change to improve the help site has been incredibly helpful,Customization. There is a real gap between what is included and manageable with the product (with intermediate exposure) and what forces detailed handler changes. Many companies include conversion programs that make some of this easier.
Sample configurations (templates) that could be explored and easily implemented as potential add-on/solutions.
A more user friendly recorder interface.,8,I'm not the best person to ask, since I am technical support. I am positive that we have, at least, improved the caller experience and reduced abandons, etc. We are a public institution, so some of the employee and finance management inquiries are probably not as easily tracked. I have seen some recent success from dialing campaigns that I'm sure has resulted in higher, fully funded enrollment.,Our system was originally purchased from Interactive Intelligence, through a VAR, and we have seen some adaptation since. I'm not sure the credentials of ININ, at the time, were as carefully considered as the product itself. We were impressed with the design and flexibility of the system when compared to other offerings. It seems, since the acquisition by Genesys, that some key pieces have come into better focus. I have personally noticed positive changes in Support, Help Documentation, Software Release intervals, Training and Webinar offerings, just to name a few.Colin PallottaA stable dialler and telecom solution for over 15 years2018-10-19T15:57:52.181ZI've been working with the Genesys PureConnect product and dialler in our organisation as well previous organisations. Our whole UK organisation is moving toward this platform. We use the dialler integrated with Genesys Latitude for debt collection. The product offers scalability and is feature rich and can benefit our organisation on a wider scale, offering a stable platform.,Optional features that can be enabled
Disaster save using different locations for the PBX servers in a WAN / LAN setup
The solution can grow and shrink with the size of the organisation.
The solution seemless integrates with our Latitude platform.
Secure IVR integration.,The integrated Analyser is not very good and to manual to tune and maintain.
The workforce management should integrate better with the outbound dialler.
Integration with more and different CRM systems
More out of the box plug-ins for Workforce Management systems.,8,The product was introduced many years ago and there has never been a question since to replace it with another product. It's dialler is managed by a separate team focusing on optimising the campaigns and the features have been improved and over time we have simplified the rules to manage the dialler.,We take our Genesys PureConnect product through a VAR (Acrinax) of Genesys, what offers us the best of their expertise as well the innovation of the product which helps us to reach our business objectives year over year.,300,1,Outbound dialling of campaigns with segmentation of targetes by campaign types, time of day and period of the week and month.
Inbound call handling. The system is used in a blended way, therefore call volumes on inbound queues will throttle the outbound campaigns.
Secure automated payments using the integrated solution will reduce per payment cost that other solutions have and is majorly less expensive then 3rd party solutions.
Integrated with the Latitude debt collection platform (also Genesys owned) and the ability of linking diallers scripting directly with Latitude accounts.,Originally we were looking for a 3rd party secure payment option to get PCI DSS compliant when we found out that there was an integrated solution available.,We can replace our 3rd party web chat with the platform integrated one
We can use the integrated survey system to replace the 3rd party one we use now,10,No,Product Features
Prior Experience with the Product
Analyst Reports,We are sure we used the right process 18 years ago. The fact that we are today still using the platform is proof of that.,Implemented in-house,Yes,Change management was a small part of the implementation and was well-handled,The diallers agent interface was new and required some adjusting.
Implementing upgrades requires the same amount of testing to ensure that things don’t break in between versions.,8,Online training
In-person training
Self-taught,10,10,I would not recommend self training since the product is quite feature rich and the documentation is not always going into the level of detail that is required to understand the features.
I’ve followed the basic training courses for the core product and dialler as well handlers, what provided me with the right level of knowledge to keep up with the introduction of new features and technological changes in the product.,10,There is a large community platform where you can discuss challenges you have, there are user events and with the right reseller (ours is called Acrinax) you can be using other company experiences and expertises on implementations on features of the product without having to invent the wheel again.,Some - we have done small customizations to the interface,Yes - we have added extensive custom code,We’re looking into customising the webchat to a more corporate look and feel.,7,Yes,We just upgraded to 2016 R2 and had major issues getting the dialler to work properly when they offered one of their support engineers to attend on-site and assist to resolve our issues. This was very helpful to us.,Consult transfers, looking up colleagues and see their availability.
Listen in or to recordings and scoring call recordings which helps agents to get training in their weak areas and to ensure company wide quality.
Moving agents across campaigns in- or out-bound.,Implementing the right dialler rules can be a little tricky without the appropriate skills and experience.,10,8,10,10,We use Latitude debt collection (also owned by Genesys)
Integrated with our Card Payment System,We’re not looking at integration with other platforms in near future,API (e.g. SOAP or REST),8,Do the due diligence right at the beginning and sign of with the requester on the requirements before starting the work on the integration so there is a correct expectation of what will be delivered.,10,10,We use a reseller and all that was done by them. We’re quite happy with the proposal and the pricing.,Use a well rated reseller to take the pain off dealing directly with the Vendor since they have done it before and know what to look out for.,Yes,Fixing some long outstanding bugs that caused dialler issues.
Ability to use newer phones
Enable the use of secure IVR,Use of newest phones
Bug fixes (stability)
Use of latest features in agent application.,No,NoRuud Reinold
Windows
Genesys PureConnect
149 Ratings
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