Overview
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…
Wondering Why End of Life on PureConnect
Genesys PureConnect, Oh how I shall miss you!
Amazing on-premise or hosted solution
Genesys PureConnect Review
Our path to the best customer experience
Stable and Adaptable Contact Center Software
PureConnect Feedback
Fanboy for PureConnect
GENErations SYStemed
A highly customizable platform that can integrate with many applications
Full Control with PureConnect
PureConnect - Worth connecting to this!
Top level view rather than deep dive
I highly recommend PureConnect for your contact center solution
Awards
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
- Warm transfer (57)8.383%
- Call forwarding (56)7.777%
- Call tracking (55)7.777%
- Agent dashboard (55)6.767%
Pricing
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…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
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 Amazon Connect?
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…
Features
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.
- 6.7Agent dashboard(55) Ratings
Enables agents to track and view their individual and team performance.
- 7.5Validate callers(48) Ratings
Authenticates inbound callers with a customer ID.
- 8.5Outbound response(41) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 7.7Call forwarding(56) Ratings
Forwarding of calls to the appropriate agents.
- 8Click-to-call (CTC)(43) Ratings
Allows one-click calling for agents.
- 8.3Warm transfer(57) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.9Predictive dialing(36) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8Interactive voice response(45) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 7REST APIs(37) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.5Call scripts(39) Ratings
Providing agents with a predefined conversation script.
- 7.7Call tracking(55) Ratings
Enables agents and managers to see the origin of the call.
- 9Multichannel integration(44) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 8CRM software integration(38) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 6.5Inbound call routing(51) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 6.5Omnichannel inbound routing(39) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 4.5Recording(52) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 4.5Quality management(46) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 3Call analytics(43) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 5Historical reporting(52) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 6.5Live reporting(48) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 7.9Customer surveys(35) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 5Customer interaction analytics(30) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Genesys PureConnect (discontinued)?
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
Genesys PureConnect (discontinued) Videos
Genesys PureConnect (discontinued) Competitors
- Avaya IP Office
- Cisco
- inContact
Genesys PureConnect (discontinued) Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows |
Mobile Application | iPad Supervisor |
Genesys PureConnect (discontinued) Downloadables
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(216)Attribute Ratings
- 8.6Likelihood to Renew12 ratings
- 9.1Availability3 ratings
- 8.8Performance3 ratings
- 7.3Usability12 ratings
- 4Support Rating12 ratings
- 8.3Online Training3 ratings
- 8.2In-Person Training4 ratings
- 6.1Implementation Rating7 ratings
- 9Configurability2 ratings
- 8.2Product Scalability3 ratings
- 8.1Ease of integration2 ratings
- 8.8Vendor pre-sale3 ratings
- 8.8Vendor post-sale3 ratings
Reviews
(1-25 of 68)Could have been great, but...
- 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
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.
Wondering Why End of Life on PureConnect
- Routes Calls
- Text to Speech
- Callbacks
- WFM
- Reporting
- On the Agent client the view tab can be deleted and agents can't answer calls
Genesys PureConnect, Oh how I shall miss you!
- 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
Genesys PureConnect Review
- 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.
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.
Stable and Adaptable Contact Center Software
- 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.
PureConnect Feedback
- 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.
Fanboy for PureConnect
- 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
GENErations SYStemed
- Easy Administration
- Robust
- Marquee Packages could have been better
- More plugins
- 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.
Top level view rather than deep dive
- 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.
I highly recommend PureConnect for your contact center solution
- 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.
Genesys PureConnect Review
- 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
Loyal CIC advocate
- Intelligent call routing
- Stable inbound/ outbound telephony
- All in one suite
- All in one suite should have CRM functionality
- More flexibility in call data.
Basic Review
- Blended interaction type routing (emails & calls)
- Skills based routing
- User development of tailored solutions
- Real-Time views.
- Work-Force management tools
- Reporting & MI
Genesys plus low code equals happy agents and customers
- Manage inbound calls.
- Record metrics.
- Integrate with solutions.
- User interface is old
- Performance
- Unintuitive
WFM review of PureConnect
- End user friendly
- Ease of configuration
- Custom routing
- Multiple platform use
- Dashboard integration
- WFM software integration
- Stability
I can feel it coming in the air tonight, oh Lord!
- 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
PureConnect Contact Center
- 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.
ININ: Genesys review of CIC
- Call handling
- Call flows
- Processing
- Email
- GUI
- Data storage
Flexible PureConnect for Call Centers
- 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.
Genesys Takes You To The Next Level!
- 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.
You can’t go wrong with Genesys
We use it mostly for our Customer Service Departments but, do have some users set up as a business user.
We have our IVR built into Genesys which customers can call into and receive account balance and listen to their transactions.
Our IVR has cut down on the calls that come into the Customer Service Department and the time the Agents would spend with the customers going over account activity.
- Functional and easy to use. Clean interface makes it easy to navigate.
- Support is always eager to solve any issues and answer any questions.
- Very easy to deploy a large amount of phones.
- I would like to see additional training or knowledge classes available remotely.
The real life saving solution!
- 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.
Improving with Genesys.
- Administration of system is easier.
- User-friendly interface for user and administrators.
- The system integrations are more reliable.
- Reports are using old format of PSTN lines and not taking into account MULTIPLE PRI lines which are giving inaccurate data.
- Web apps need improvement and more customization.
- Siebel connector needs improvement with customizing user needs.
Genesys PureConnect
- 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!