Could have been great, but...
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 …
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…
Recent Reviews
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
N/A
Unavailable
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
For the latest information on pricing, visithttps://www.genesys.com/platform/pureco…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
3 people also want pricing
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
Return to navigation
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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
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
- 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
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).
Comparisons
Compare with
Reviews and Ratings
(216)Attribute Ratings
Reviews
(101-115 of 115)Companies can't remove reviews or game the system. Here's why
May 22, 2018
Genesys PureConnect Review
Very easy to config , we are using the dialer to reach customers, we have more than 99% on power mode that we get a real human because the special algorithm that the product has. It's very easy to start a new campaign and to control the campaigns with real-time data and historical data.
- Great campaign manager
- Very good real-time and historical data
- A powerful development tool
- All in one product
- All the IPT telephone features are very poor
- The real-time and historical data for outbound calls (not dialer calls ) are very poor
- We needed to develop our agent status because the client does not support that I know that it word wide problem after we spoke with other customers and developers from ININ
April 24, 2018
Genesys PureConnect, a tough act to follow!
My company uses PureConnect on a daily basis in our call center. We are a value-added reseller of various technology solutions. Genesys PureConnect manages our incoming Customer Service queue as well as other call paths. We are using multiple capabilities in the system such as TTS, Call Recording, etc. It is obviously critical for the calls to reach the correct individuals which this product has always done with great success.
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.
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
April 11, 2018
Tarkett use case - PureConnect client much satisfied
Score 9 out of 10
Vetted Review
Verified User
We have chosen the Customer Interaction Center (CIC) to support multimedias inbound/outbound flows in our customer services (20 locations across the globe with 400 agents). Application is set as "mission critical" (highest level) as Customer Services are not support organizations but entry points for orders/company revenue. CIC had also been recently deployed for internal IT support organizations (North America & Eastern Europe). We've made interfaces with:
- Active Directory and CRM Dynamics 2016 to recognize our callers and adapt the flow according to client categories.
- Lync to synchronize status between applications
- 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
April 09, 2018
Great solution
Score 10 out of 10
Vetted Review
Verified User
We're using PureConnect for our whole organization. It handles every inbound and outbound call (about 50%-50% in our daily use).
We still have plans on using it for inbound emails/chats but currently, these channels aren't being used, though we bought media 3 licenses which would cover this multi-channel use.
On inbound calls, PureConnect is great for handling a very fine-tuned distribution scenario. That's one of the main reason we selected it 4 years ago.
- 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.
April 03, 2018
PureConnect Good Dialer Solution
Score 10 out of 10
Vetted Review
Verified User
We are using it for our Customer Contact Center operations.
- I think its the best predictive dialer solution
- I can run multiple campaigns and make good call analysis
- Real-time supervisor monitoring and campaign management are very easy
- Database management and data warehousing
- Recording
March 30, 2018
Feedback from 4 years with Genesys PureConnect
Score 8 out of 10
Vetted Review
Verified User
Genesys PureConnect is being used in my organization for 4 years. PureConnect is deployed for 9 sites over 4 countries in Europe and North Africa (France, Germany, Romania & Tunisia). It helps us to provide Technical support to our customers. Every day up to 800 simultaneous technicians are answering 25000 interactions. Our customers are contacting our technicians on different channels: voice, chat, mail, web callback.
- Simplicity to implement a IVR
- Easy to deploy
- Realtime information
- Reporting
March 29, 2018
Genesys at Ingenico
Score 8 out of 10
Vetted Review
Verified User
Genesys pureConnect is used across all of customer service at Ingenico (for support to end customers and field engineers). It's currently deployed in 6 countries with around 360 support agents on a 24/7 basis.
- 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.
March 29, 2018
Review of Genesys PureConnect
[It's used] Across the whole organization for phone service, but we use the ACD feature within the call center. Helps us route all guest transactions, manage and report on volume, track why guests contact us, handle inbound messaging, and all other call center functions. Currently used for call and chats only.
- 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.
March 28, 2018
The Best All-in-one Solution for the Modern Call Center
Score 9 out of 10
Vetted Review
Verified User
The Genesys Pureconnect is the primary call center system that our healthcare authority uses for any telephony based requirements. Our team is making the standard and approved platform for any new call center departments that need this service. We are onboarding departments yearly to leverage and take advantage of the rich application suite being CIC. We have many departments that currently use it. This addresses many business and technical problems these departments have had in the past, prior to using CIC. We had to use many and multiple vendor products and try to integrate them together, which was very challenging for compatibility and support. We eliminated all that using on-premise CIC.
- It consolidates multiple views and functionality into one streamline Desktop interface.
- Centralized management of VOIP telephony, for managed devices, settings, and configuration.
- It provides the agents an all-in-one directory for ease of warm or cold transfers.
- Multiple communication methods, it allows fax, email, voicemail, and live calls.
- Integrates with any legacy or new Telephony infrastructure.
- Allow for more out-of-the-box appointment reminder type solutions to be implemented in the healthcare sector.
- Improve the visibility of the media servers for stats and performance from the ICBM client for Admins. Implement alerts for performance counters on the media servers.
- More dashboard stats for system/business users (Managers).
- Better Canned reports out-of-the-box, provide ease of use to customize the reports.
March 22, 2018
Genesys Recommendation
We are utilizing Genesys to support both our business and contact center users. One main advantage is the desktop client which is intuitive, user-friendly and has all the features and functions built into a single interface to handle multi-queue interactions. This client interface enables agents to seamlessly handle all media types seamlessly. Agents and supervisors have access to all relevant queue, agent information, the status of all agents within their queues, schedules, company/workgroup directories, customizable speed dials for quick transfers etc… all of this is out of the box and easy to configure, assign or restrict.
From the supervisor perspective, agent voice and screen recording are out of the box (just a license is required). The supervisor detailed reporting shows all they metrics supervisors need to understand the performance of their assigned queues/agents. They can listen in, monitor, coach, barge, and also utilize Analyzer to immediately notify all shift supervisors of keywords or phrases being used that requires intervention. This enables the line supervisors to spend more time coaching agents and providing giving performance feedback.
Administration is made simple due to the modular architecture which enables administrators to easily and cost-effectively make changes, so MACs can be turned around within minutes rather than hours/days. Developers find it easy to integrate legacy systems.
- Easy to use
- Easy to manage
- Easy to understand how your contact center is running
- Excellent Reporting
- Easy to turn on supporting features like Analyzer, WFM, RTA, etc
- Solution is working as expected for us.
March 21, 2018
PureConnect Improved our customer service
Score 10 out of 10
Vetted Review
Verified User
The Genesys PureConnect Product has been selected as the contact center of choice by our organization. It helps us manage internal and external customers in a professional manner. We deploy it throughout many of our departments and are continuing to develop applications to replace inefficient plain old telephone services.
- 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
March 21, 2018
Genesys Experience
Score 8 out of 10
Vetted Review
Verified User
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
February 23, 2018
Great product!
Our organization has been using PureConnect for the past three years. We have over 1800 agents that are using this platform. Customer service, sales reps, HR and many more departments. Our goal is to migrate as many users as possible to Genesys in the near future. We have a multichannel environment and PureConnect has been a great solution.
- multichannel
- telephony platform
- realtime monitoring
- email solution
- reporting capability\ies
October 26, 2017
PureConnect Premise (Legacy ININ CIC) Feedback
Multiple business groups, of varying sizes, using one or more components of the solution. The flexibility of the solution allows us to manage 'typical' contact center technology requirements, and one-off type requests that are brought forward. A single, one stop shop solution for our business clients.
- All in one solution presenting a 'menu' to my business clients.
- Integrated client for all interaction types.
- Provides an infrastructure environment (we are prem based) that is fairly easily maintained, supported, and provides strong high availability capabilities.
- Report - canned report is poor.
- Agent web client - does not meet our needs, however Genesys is working hard on feature parity, so I know it's coming.
- Licensing costs - post merger from ININ, the anticipated next renewal and increased fees will put significant strain on the negotiations.
Score 9 out of 10
Vetted Review
Verified User
We currently utilize Interactive Intelligence Customer Interaction Center for all of our in-house and remote employees. We currently use this software along with VOIP phones to provide an enterprise phone solution for employees, as well as customer service representatives and third party administration for our external clients. The software provides management reporting abilities to ensure that we are performing up to the standard laid down by contracts. Time spent on the phone, along with hold time can easily be reported on with the use of Interactive Intelligence's software. The software also provides interaction with Exchange and Zimbra to allow for voice mail delivery. Automation of reports and report delivery to email is also available.
- The software provides the flexibility of team members to be able to move around without being tethered to a cubicle. The "Follow Me" ability allows the forwarding of phone calls to external phones such as a cell or house phone. It is easily configured by the end user, and can be changed back within a minute.
- The ability to restrict calls to geographical locations. Allowing only certain groups to be able to dial long distance or overseas. This ensures another layer of security to ensure that the phone system can't be hacked remotely to forward calls to a remote destination.
- Recording of phone calls can be completed with the click of a button, and the files are compressed and emailed to you with compression allowing for larger files to be created.
- SIP phones are difficult to implement. Even though there is documentation, execution of what is written can be hit or miss.
- DIalpad is not easily accessible through a button, it is hidden under menu options.