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Genesys PureConnect (discontinued)

Genesys PureConnect (discontinued)


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…

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Recent Reviews

PureConnect Feedback

8 out of 10
August 19, 2020
We are currently using Genesys PureConnect within several areas of the business. Genesys PureConnect is currently being used to support …
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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

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  • Warm transfer (57)
  • Call forwarding (56)
  • Call tracking (55)
  • Agent dashboard (55)

Reviewer Pros & Cons

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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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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.

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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.

Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Avg 8.3
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Product Details

What is Genesys PureConnect (discontinued)?

Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications. While PureConnect is still available to use until 2025, visitors exploring Genesys solutions are encouraged to investigate Genesys Cloud CX, the company's newest evolution of their customer communication solutions.

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

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

Genesys PureConnect (discontinued) Videos

EMS, Inc. Harnesses the Cloud to Meet Diverse Client Needs
Yahoo Japan Elevates the Customer Experience with an All-in-one Cloud Engagement Solution

Genesys PureConnect (discontinued) Competitors

Genesys PureConnect (discontinued) Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationiPad Supervisor

Frequently Asked Questions

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 investigate Genesys Cloud.

Avaya IP Office are common alternatives for Genesys PureConnect (discontinued).

Reviewers rate Multichannel integration highest, with a score of 9.

The most common users of Genesys PureConnect (discontinued) are from Enterprises (1,001+ employees).
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Reviews and Ratings


Attribute Ratings


(1-25 of 115)
Companies can't remove reviews or game the system. Here's why
Score 7 out of 10
Vetted Review
Verified User
It is being used by our Customer Care division as our contact center solution. It serves as our omni-channel solution and is utilized for voice, chat, outbound dialing and SMS. It also serves as our WFM and Quality solution; allowing our staff to manage the contact center within a single solution.
  • 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
Genesys PureEngage Cloud is well suited to ACD routing, allowing our staff to receive the calls appropriate to selections customer's make within the IVR.
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.
Score 1 out of 10
Vetted Review
Verified User
It is being used by 28 different agency divisions at the State of Utah. Routing calls and answering simple constituent questions.
  • Routes Calls
  • Text to Speech
  • Callbacks
  • WFM
  • Reporting
  • On the Agent client the view tab can be deleted and agents can't answer calls
State of Utah has been using PureConnect for about 15 years. We are now looking for a new solutions since PureConnect has been End of Life in July of 2025
Score 8 out of 10
Vetted Review
Verified User
PureConnect is the heart of our interaction routing, closely integrated with GVP and pretty much EVERYTHING else within the voice part of our world: CRM, WFP, recording, archiving, reporting, and more. It has been a rock-solid part of my day-to-day in moving interactions to the right place, and is one of the few platforms we've been able to consistently rely on.
  • 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
It's well-suited for complex environments in complicated call centers, and scales out predictably. I wouldn't go there today, as on-premise is passe, but it has been a stalwart companion nevertheless.
James Monnier | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We used Genesys PureConnect before migrating to Genesys Cloud. On PureConnect we hosted our business telephone system in multiple data centers and handled interactions including voice, callbacks, voicemail, chat and email queuing.
  • Voice calls
  • Live chat
  • Fax queuing
  • Email queuing
  • Ease of use (backend)
PureConnect is well suited for businesses that need a business interaction suite but are in the office and do not require the flexibility that the hosted cloud solution has to offer.
Score 5 out of 10
Vetted Review
Verified User
PureConnect is being used for it's contact center engine only in our environment. We have two separate production environments, a fully functional UAT and a fully functional DEV environment. We are in the process of phasing out Avaya deployments with PureConnect so the footprint is continually increasing. PureConnect has added visibility of agent activity compared to previous solutions. 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.
**updated as of 12/1/2021**

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.
Ariel Dorfman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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 Integration
  • Audio quality
  • Intelligent Routing
  • Support
  • Agent and groups Managements
  • Licensing
  • Some PBX functions
  • Reports
Genesys PureConnect is well suited for a vast variety of scenarios, but mostly using On-Premise with a roadmap to the Cloud. Also, it is good for interconnecting branch offices to headquarters. From the Contact center perspective, it is well suited for small groups (10 or so) and for big groups (more than 3000 agents), where you can connect different types of lines, E1/T1, SIP, etc.
Score 10 out of 10
Vetted Review
Verified User
We use [Genesys] PureConnect on prem for our Contact Centers and Help Desk.
  • 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.
I like [Genesys] PureConnect because it's stable and highly customizable. I've been able to create new queues and update older ones as the business has needed. Whenever the business comes up with an idea I have been able to find a way to create it for them.
August 19, 2020

PureConnect Feedback

Score 8 out of 10
Vetted Review
Verified User
We are currently using Genesys PureConnect within several areas of the business. Genesys PureConnect is currently being used to support the management of inbound and outbound interactions with internal and external customers. Aligning more business units to the same platform across the business ensures simplicity and standardisation with our contact offering.
  • 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.
Well suited for call handling and routing to support offsetting calls to back-up workgroups when volumes exceed what was originally predicted. Works very well when integrating an automated IVR too as this offsets the need for call handlers to manage basic inquiries when the Attendant can do this for us.
Micheal McComber | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We 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
I have been working with the PureConnect platform since version 2.2. it has come a long way. I still recommend this over the Avaya's and Cisco's for easy of implementation, administration and training the organization on how to run the platform for themselves. Again with it being an all-in-one solution, the opportunities are endless
Score 9 out of 10
Vetted Review
Verified User
I was in a Customer handling role in the last 5 years and it's been a year since I moved to the Administration team, working with Genesys CIC server, and I feel it's a great application to learn more about Contact Center operations. So far I feel that the application is smooth, fast and elegant. More to learn on Genesys.
  • Easy Administration
  • Robust
  • Marquee Packages could have been better
  • More plugins
I think Genesys PureConnect is well suited for the contact center which supports internal support services, and I also feel that we have many more available options to work on, while exploring GCAP I learnt more technical details offered by Genesys. It's always good to take a complete package to explore full fledged features of any application offered by Genesys.
Blake Dunham | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We are using PureConnect as the hub of our connectivity with our students. It serves as our phone system, as well as our contact center solution. From basic connectivity to API calls and database dips for various business needs, PureConnect appears to be able to handle most everything we throw at it. It's helpful with process integration from a user perspective, as well as the customer.
  • 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.
If you are looking for a solution that is robust and flexible, this one can accomplish those needs. For a small, simple "telephony system," this may be a bit overkill. The integrations are vast. The ability to inject key values into each interaction allows for greater data-mining across other business platforms.
Christopher Kaldenberg | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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.
Pure connect is well suited for small to large companies of few to many departments, requiring a phone engine. It is also suited for large contact centers that provide multi-channel/omni-channel support and services for their partners. For example, an outsourcer with 50 clients can easily handle thousands of phone numbers and routing profiles, all unique to the customer's needs.
Jonathan O'Connor | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
The ability to add or remove workgroups is easily done and PureConnect is well suited to this. Reporting is too erratic - some are fantastic and some are of no use. But to get this report tailored to your needs is an additional cost even though it could be rolled out to all and a massive benefit to all PureConnect users.
Score 8 out of 10
Vetted Review
Verified User
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.
Great for centrally managing services on a corporate WAN as compared to PureCloud, which is accessible from any internet based site. Good for faster deployment of contact centre services across lots of different clients as the multi-tenancy capabilities are good and lean to deploy. Great for fine tuning the configurations and integrations with OUR third party applications.
Score 10 out of 10
Vetted Review
Verified User
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.
Pure Connect is the perfect phone system for any SM/MD/Large contact center. It's more than a standard PBX: It has a ton of built-in applications to help you achieve your business goals.
Score 10 out of 10
Vetted Review
Verified User
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
The Genesys PureConnect system gives exceptional call center features. This tool has everything in one place, it is very customizable to meet each specific need. System changes can be pushed along to each agent at the same time, while each person can still make some of their own customized views. The call routing is very powerful and extremely customized. The ivr infrastructure is very good to meet each business need.
Score 9 out of 10
Vetted Review
Verified User
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.
As mentioned earlier, we have a lot of incoming requests from multiple verticals and Genesys PureConnect really allows us to handle these in a seamless manner. There are multiple systems internally and this acts as a bridge between them all, hence saving considerable resource time. Not very suitable if you want to use more than just rules-based chat.
September 16, 2019

Loyal CIC advocate

James Tans | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
Its well suited in Enterprise organizations where customer service is highly attended to. It is not so suitable for emergency rooms where 100% availability is a must and cherry-picking is needed.
August 27, 2019

Great on the surface

Amy Lewis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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.
Genesys is great for contact centers that have fairly basic requirements and/or want an all-in-one kind of solution.
August 16, 2019

Basic Review

Joseph Potts | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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
The solution works well in our Contact Centre environment and in areas where there is direct customer contact.
Shahbaz Chughtai | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
PureConnect is well suited in Microsoft Environments (where other systems are also Windows-based) and large organizations. It's less suited for small startups or small companies as it is way expensive.
Score 7 out of 10
Vetted Review
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
Call centers where customer service is done are well suited.
Score 10 out of 10
Vetted Review
Verified User
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.
  • 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 best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.

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.
Score 5 out of 10
Vetted Review
Verified User
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
I think that PureConnect is well suited for large, focused call centers due to ease of end user use and the general ease of configuration. With small custom organization 500 or less, it does not have the reporting methods needed out of the box and is difficult to create custom.
Score 8 out of 10
Vetted Review
Verified User
It is being used across the company with heavy use in our customer contact center.
  • Ease of use
  • Comprehensive features
  • Leading edge technology
  • Currently no major issues
Excellent contact center capabilities.
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