- 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
- 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.
- 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.
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.
- 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
- Covers all the bases, one shop tool that can do everything.
- Strong forecasting and analysis capabilities
- Flexible product that can easily be configured to handle everything from simple to complex contact centre environments.
- Genesys refuses to directly support their own software, rather selling via a retailer (generally a telecommunications company). These retailers are supposed to add value, however all they do is add cost. They arent experts so the user has to often work out what is wrong for them before they can fix it.
- Example, the automated leave system needs several steps to set it up and get it running. I happen to have an expert in the system who knows all those steps, so when they told us "the error is on our side" we were able to tell them exactly where to go to switch on auto approvals and fix the problem.
- When we need issues resolved, the retailer doesn't want to take that to Genesys because they will have to pay for the help. Meanwhile the retailer doesn't know how to fix an issue but is charging for their services.
- Many functions are stripped back from the ultimate product because the retailer has chosen not to support them, or is yet to learn how to support them.
- Genesys happily try to sell you more add on to the packages, but don't confirm that the retail partner can actually handle that.
- Every problem we have had is been due to the retail partnership. Love the product when you get it direct from Genesys... otherwise the experience is quite simply horrible. I have now met and talked to 7 different corporate users who report the same issues.
We also have the ability to deep dive into any call issues and trace them ourselves rather than relying on an outside party.
Being able to easily set up main queues with tertiary paths is a huge plus for this product. I have used, installed and supported various phone systems and PureConnect is by far the best, most capable, easiest to use & support that I have encountered.
- Call queuing with the ability to maintain call control to handle various scenarios
- Call Recording with easy access to review the recordings, create and review agent scoring for amazing quality control
- Functions of Text-to-Speech and Automated Voice Recognition for call routing
- Integration with various SIP gateways, phone, and devices
- Ease of access, maintenance, day to day management without techs needing to have been a Telecommunications engineer to manage their individual functions
- Workforce management capabilities
- Dialer capabilities for outbound marketing campaigns
- Easy addition of Survey capability to allow callers to rate their interactions
- System logging in more plain language so that problems can be traced out without needing to call support
- More emphasis on the software interface to be faster, especially with the management and supervisory functions
Less appropriate for smaller installs as it is not nearly priced competitive with Cisco and other companies in small installs or larger companies that do not have large call centers and mostly business users.
We are a fully on premise customer, so we do not use CaaS (or PureConnect Cloud as it is more recently referred to). We're using various aspects of self service to allow customers to access information 24x7 even from groups that are only staffed M-F during regular business hours including various different webservice integrations.
In addition to the traditional call channel, we are also using chat and inbound email across multiple organizations. With the ease of deployment of PureConnect's current chat (and the migration to the hosted wigets coming in the future) chat is a breeze to have up and running. We also have one agency using agentless outbound dialing for specific functions such as reminders and receipt notifications.
- 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.
If you are looking for something reliable, the platform definitely has matured in expected uptime as long as you regularly maintain the servers hosting the application.
If you are a small customer, the platform will likely be cost prohibitive. While core pricing may be attractive; ever increasing maintenance fees and the amount of licensing needed to do anything within the platform can easily make the price unrealistic.
If you are looking for a super mature platform with all of the bells and whistles, this is not the platform for you either. You would likely want the flagship Genesys product (PureEngage).
- Advanced customization - Waiting times, queue management, call back, it's inclusive
- Customization. If you need any unusual solution for a contact center that is run differently than the norm, Genesys can get it done
- Sometimes the code pushes can be a bit disruptive
- Support is so-so. As they grow this seems to be a tough issue
- By being able to communicate faster issues are solved in a timely manner.
- Managing SLA's and call volumes are easier and giver better overall data analysis.
- Total ROI is worth using this product for what you can get out of it.
- As with any system there could always be more customization available.
- Some of the initial setup could use better wording.
It is less appropriate if your organization is divided into many small teams and you have to manage hundreds of different teams.
- It's a very adaptable system
- It is intuitive and "understands" the human frame of mind
- It is complex in character but simple to use as an interface
- Currently, it is overwhelming to get up and running in our organization, but I think this will diminish over time
- It is expensive
- Perhaps a better implementation process
- Pureconnect provides a professional interface for multi media contact with customers
- PureConnect provides real time and historical data to help manage our contact centers
- PureConnect provide recording and analysis tools to help evaluate customer contact successes
- Though the High availability server pair solution is rock solid high volume email users notice that queued email interactions get re-queued with a new time stamp on switchover
- Reporting and analytics: extensive data capturing, which - in turn - can help drive insights into customer use, satisfaction, and optimization strategy.
- Genesys PureConnect's integrations with other platforms (including CRM systems) is excellent.
- Extensive documentation is available on the platform's use, development, and integration requirements.
- I'd love to see improvements in process automation - to make the interaction process more streamlined or intuitive to setup.
- Integrations with new and emerging technologies: a lot of the big platforms are available for integration, but more rapid development to stay abreast of different communication platforms would be great.
- Scalability! PureConnect is great for mid-large size companies, but having an iteration readily implemented onto a small business (
Customer service is excellent and provides rapid insight/fixes to problems: responsiveness is a huge win for Genesys.
Genesys PureConnect Review: "Interaction Center brings a powerful and distributed architecture to communications for the enterprise"
The Interaction Center product solves many business communications issues by offering an extremely robust and feature rich communications platform for businesses of all sizes.
This platform is particularly impressive for call centers, and there is a huge presence of this in the Credit Union space and on top of delivering great functionality natively, it also has many customization points for special applications.
- Innovation - they are frankly one of the most innovative companies I have experienced and constantly try to stay ahead in the new feature race
- Expanded to being an industry leader along with the big communication platforms in only 10 years, and have entered the desired Gartner magic quadrant for business. Competing with the big boys now!
- Strong VAR relationship for this organization. Really stress the partnership in serving the client, and have done so ever since we have been in business selling Interactive Intelligence.
- Our company sells NO OTHER communication platform we are so much in support of the Interaction Center platform.
- Really focused on the "Customer Experience" fully.
- More rapid bug detection and methods to address. They are currently working on changing the update process to be more "mainline" and avoid large disruptive upgrades
- Better documentation of the changes technologically for the engineers to follow
- Better rapid training for new support engineers as they grow rapidly.
- Reporting is always a chief concern for any organization, and PureConnect has needed some changes in this way. Luckily with the acquisition by Genesys, they are making huge investments in many areas of the product, but in particular reporting is being revamped this year.
This is a great product, and I have seen so many businesses succeed using it!
- The reliability of PureConnect is fantastic with the redundant servers pairs.
- The system is very flexible, there are very few business work flows that I cannot accommodate with native functionality.
- The integration with Salesforce is a must around our company and PureConnect has a very clean product to connect to Salesforce.
- They are still in the process of migrating the supervisor and admin tools to an online environment. It is a bit cumbersome to support my supervisors connecting to a remote desktop to get what they need.
- Support is at times slow to respond on more difficult cases.
- Reporting tools are also still not in an online environment and the reporting tool they currently have is pretty limited in the quantity of data that can be pulled in one report.
There have been a few teams that balked at the license cost and sacrificed the features they had been after.
- Upgrades are smooth. This product has been around long enough to have this process matured into a doable event without any major downtime.
- ACD routing is accurate and easily adjustable. I can easily configure how I want my calls, emails, chats, etc. delivered.
- The software as a whole is very flexible. I can buy just the parts and pieces my company wants to use.
- Interaction Attendant could use some love. Getting information from a database is easy yet very basic. If I want to get creative with my SQL selection I've either got to do it in a lot of steps or use Interaction designer.
- They seem to change how they handle reporting often. They are good about making past methods still work after and upgrade but it causes my reports to be in various styles and versions rather than a consistent platform.
- 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.
- None, this product does everything we need it to do and so much more!
- Active Directory and CRM
Dynamics 2016 to recognize our callers and adapt the flow according to client
- Lync to synchronize status
- Soon, web to generate callbacks
- Routing engine is well designed making agent selection easy to understand for business partners
- Real time KPIs through wall boards are really appreciated from managers
- Call flow capabilities through development (inc. interfaces) to meet business requirements
- Softphone is painful to use for enduser. They need to "re" provision each time they change their network
- Historical reporting as aggregation through standard reporting is really bad. We need to rework through Excel to get consolidated data or use BI tools
- We have faced issues with the stability of the marquee component/aggregating majority of the infrastructure for 3 years
- System backup is barely impossible without deep handler development
- To get connected to a station via ICBM, we need to connect through desktop which is very painful
- Call Routing
- Self Service
- Lower waiting times for agents
- Better reporting
- Bug fixes can be slow and be out of reach for crucial time frames
- Live data can be hard to view at some times.
- Prices for add-ons can add up
- ACD with workgroups/skills, whether directly attached or inherited.
- .Net API - we rely on the API to build our own monitoring tools and configuration tools.
- Handler customization - we know that we can go beyond the basic workflow by using Handler.
- Regarding multi-channels - I know that improvements are in progress or may be even already available, but we lack a real-time status on the user current interactionS. By S, I mean that a user can have his/her utilization potential used by several interactions taking place at the same time, and it would be great to know what the user is currently handling - and how much of his/her utilization remains for each media type.
- Blending is not easy - mixing inbound and outbound calls; we had to give up using Dialer which was too rigid and ended up using our own algorithms and tools. Dialer may have improved since that time but it's too late for us.
- Some distribution discrepancy (sometimes) that we can't figure out.
- Great for inbound distribution.
- Too rigid for blending.
- Easy to configure IVR with all needed features.
- Nice set of additional features to maange a call center (Reporting, Supervision, Workforce management)
- Powerful ACD engine to dispatch interactions according to different rules (based on skills, workgroups, etc ..)
- Very nice off the shelf connector to Salesforce
- Ergonomy could get better. Nice effort was done with the release of the web interface (pureConnect interface). But there is still some room for simplifications, especially on the administrator interface.
- Integration with BI tools could be better.
- Missing some education facilities in France to attend training in Paris for example.
- For contact centers sized > 60 agents it makes the perfect fit and has all the features you need to manage the workforce
- For smaller contact centers - I'd rather look into PureCloud solutions
- Works virtually so it can be accessed from anywhere. Flexible for remote working.
- Captures a lot of data at all levels. Good call logs enable us to trouble-shoot problems fairly easily.
- Tools are customizable at a user and supervisory level making it easy for people to view data as it works best for them.
- Reporting is terrible, does not export well, poor options to format summary reports in a flexible fashion.
- Limited to viewing only 20 workgroups at a time after last upgrade which wreaked havoc in our operation and forced many expensive customizations just to get back to functionality we had in the past. Huge miss on I3's part.
- Wrap-up code solution is awful. The ability to capture actionable information for why guests call us and report to our clients in an intelligent fashion is non-existent. We have to re-enter all data manually into Excel today.
- Email solution is not easy to execute out of the box.
With PureCloud we can make system changes ourselves and no longer rely on IT or external providers. We can measure so much more and our managers have real-time data at their fingertips.
Our customers enjoy a friendlier and more convenient experience on their own terms. And our teams can do what they do best—provide great service and build relationships.
- Maintains 90% customer satisfaction rates
- 15% reduction in abandonment rates, from 18% to 3%
- Improved efficiency and first contact resolution
- Future integration of channels and operations
- Workforce Management tools, dashboard and supervisor tools
You can use a specific tool like callbacks for customers and improve "customer experience and satisfaction". We can integrate our CRM tool to our flow and give more information for the agents.
Genesys PureConnect Scorecard Summary
About Genesys PureConnect
Genesys PureConnect is a contact center platform for multichannel interactions, offered with a choice of deployment models – as a cloud-based service, on-premise, or a managed service. This solution includes IP telephony that extends scalable, application-rich IP PBX and messaging functionality throughout the enterprise. Additionally, this platform includes business process automation to automate multi-step people-centric processes, and document management solutions designed to handle extensive information volumes. This is the version of the Genesys Customer Experience Platform geared towards mid-sized companies.
The vendor says their industry solutions are complete and tailored with expertise in accounts receivable management, financial institutions, government agencies, the insurance industry, and outsourcers. The vendor also says their SIP based all-in-one IP platform unifies communications and is designed to meet the needs of a contact center, and enterprise as well as remote and mobile workforces. According to the vendor, the SIP based platform provides an alternative to the complexity of hardware-centric, multipoint systems. With their single integrated platform, users get ACD and multichannel queuing, IP PBX capability, screen and call recording, predictive dialing, voice mail and unified messaging, business process automation, document management, interactive voice response (IVR), speech recognition, workforce management, voice over IP (VoIP), and eServices.
Genesys PureConnect Integrations
Genesys PureConnect Competitors
Genesys PureConnect Technical Details
|Deployment Types:||On-premise, SaaS|
|Operating Systems:||Windows, Mac|