Genesys PureConnect (discontinued) Reviews and Ratings

Rating: 6.8 out of 10

Score

6.8 out of 10

Reviews

116 Reviews

Could have been great, but...

Rating: 7 out of 10

Incentivized

March 29, 2023

Use Cases and Deployment Scope

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.

Pros

Call Routing
SMS

Cons

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

Likelihood to Recommend

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.

Verified User

Analyst in Customer Service (1001-5000 employees)

Vetted Review

4 years of experience

Wondering Why End of Life on PureConnect

Rating: 1 out of 10

Incentivized

March 29, 2023

Use Cases and Deployment Scope

It is being used by 28 different agency divisions at the State of Utah. Routing calls and answering simple constituent questions.

Pros

Routes Calls
Text to Speech
Callbacks

Cons

WFM
Reporting
On the Agent client the view tab can be deleted and agents can't answer calls

Likelihood to Recommend

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

Verified User

Project Manager in Product Management (1001-5000 employees)

Vetted Review

8 years of experience

Genesys PureConnect, Oh how I shall miss you!

Rating: 8 out of 10

Incentivized

March 28, 2023

Use Cases and Deployment Scope

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.

Pros

Interoperability
Availability
Comprehensiveness of solutions on offer

Cons

Upgrade path to Cloud is not as clear as one might hope
CCPulse was powerful but deprecated, Pulse wasn't a great replacement

Likelihood to Recommend

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.

Robert Paxton

Senior Voice Engineer in Information Technology at Guardian Life (5001-10,000 employees)

Vetted Review

19 years of experience

Amazing on-premise or hosted solution

Rating: 8 out of 10

Incentivized

December 17, 2021

Use Cases and Deployment Scope

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.

Pros

Voice calls
Live chat
Fax queuing

Cons

Email queuing
Ease of use (backend)

Likelihood to Recommend

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.

James Monnier

Director, Business Optimization and Integration in Corporate at Media Sales Plus Inc (51-200 employees)

Vetted Review

7 years of experience

View profile

Stable and Adaptable Contact Center Software

Rating: 10 out of 10

Incentivized

June 15, 2021

Use Cases and Deployment Scope

We use [Genesys] PureConnect on prem for our Contact Centers and Help Desk.

Pros

Stability
Customizable
Creates Efficient Contact Centers

Cons

Continued developer support for old versions.
Administrator portal could be organized better.
Built in reporting features have lots of issues.

Likelihood to Recommend

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.

Verified User

Administrator in Information Technology (10,001+ employees)

Vetted Review

2 years of experience

Great system, extremely customisable to your needs

Rating: 9 out of 10

Incentivized

January 15, 2021

Use Cases and Deployment Scope

PureConnect allows us to configure the system as simply, or as complexly, as we need. Pretty much anything is possible, if you just spend some time working on it.

We've been able to build custom applications for a number of different areas, such as Outbound Caller ID validation, specific whisper notifications for different Inbound or Dialler calls, Text to Speech integration with Google's TTS API, and other company-specific requirements.

We've been able to integrate data and information from the PureConnect call data attributes into our internal CRM system as well, enabling us to free up our Call Centre staff to focus on our customers, and less on the nitty-gritty of note-taking and verification.

Pros

Simplicity to implement a IVR.
Real-time supervisor monitoring and campaign management are very easy.
I can run multiple campaigns and make good call analysis.

Cons

Realtime information.
Database management and data warehousing.

Likelihood to Recommend

Verified User

Engineer in Information Technology (10,001+ employees)

Vetted Review

PureConnect Feedback

Rating: 8 out of 10

August 19, 2020

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Verified User

Manager in Professional Services (10,001+ employees)

Vetted Review

2 years of experience

A highly customizable platform that can integrate with many applications

Rating: 8 out of 10

May 1, 2020

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Blake Dunham

Senior Telecommunications Engineer in Information Technology at Ultimate Medical Academy (1001-5000 employees)

Vetted Review

3 years of experience

View profile

GENErations SYStemed

Rating: 9 out of 10

Incentivized

February 11, 2020

Use Cases and Deployment Scope

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.

Pros

Easy Administration
Robust

Cons

Marquee Packages could have been better
More plugins

Likelihood to Recommend

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.

Verified User

Administrator in Information Technology (10,001+ employees)

Vetted Review

6 years of experience

PureConnect - Worth connecting to this!

Rating: 8 out of 10

November 19, 2019

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Jonathan O'Connor

Planning Manager in Customer Service at ENGIE Resources (51-200 employees)

Vetted Review

2 years of experience

View profile

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A highly customizable platform that can integrate with many applications

Rating: 8 out of 10

May 1, 2020

Use Cases and Deployment Scope

Pros

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.

Cons

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.

Likelihood to Recommend

Blake Dunham

Senior Telecommunications Engineer in Information Technology at Ultimate Medical Academy (1001-5000 employees)

Vetted Review

3 years of experience

View profile