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…
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Popular Features
- Warm transfer (57)8.383%
- Call forwarding (56)7.777%
- Call tracking (55)7.777%
- Agent dashboard (55)6.767%
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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 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…
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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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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).
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Reviews
(26-50 of 115)Companies can't remove reviews or game the system. Here's why
July 30, 2019
I can feel it coming in the air tonight, oh Lord!
Genesys PureConnect is mostly used in our Call Center. It has allowed members to schedule/reschedule/cancel trips via phone, chat, email, or IVR self-service.
- 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
July 30, 2019
Genesys PureConnect Feedback
It is used enterprise wide. We have 2 contact centers who are our heavy users: 1) Front-end loan origination and client relations 2) customer service and collections. It allows us to get the interactions to the correct place/people in an effective manner along with allows us to target certain agent groups through bulls-eye routing.
- Provides flexibility to design interaction flows that work for your business model/challenges.
- Provides redundancy and high availability with backup server.
- Allows for features to be limited to certain users or user groups via security.
- Licensing can be challenging and very expensive.
- Client templates are hard to administer and are built very different than the rest of the functionality.
- Web desktop has been slow to come along and include all the features.
- Optimizer is very sub-par product.
July 30, 2019
Great Product sometimes pricey licensing
We initially began using the Genesys product when it was Interactive Intelligence. We purchased it for our call centers but now use it across the whole business.
- Robust Reporting
- Provides Recordings and allows for QA
- Skills based routing
- Licensing can be confusing
- Price point is high when trying to get upgrades approved
- Sometimes feel like the push to cloud is a bit aggressive
July 30, 2019
PureConnect Contact Center
Genesys PureConnect is used by our contact centers in North America and Europe. It provides us a reliable platform for customer contact and reporting with the breadth and agility to explore and implement new solutions to drive efficiency and better customer experience.
- 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.
July 28, 2019
Great software, easy to customize.
We use this across our entire organization, at multiple locations in multiple geographic areas. It provides a singular system that integrates every location and department together.
- It integrates with other products easily.
- It has multiple redundancy options for backup.
- Its easy to manage and make changes.
- I would like the administrator program to be updated.
- I would like more virtual server ability.
- I would like the costs to decrease.
July 27, 2019
PureConnect
It is currently used in the Call Center for call routing, workforce management, and quality assurance. It allows us to understand our customer's behavior and route them to the right person to help.
- Call routing to the right user.
- Monitor and capture agent screen and customer speech content.
- Creates opportunities to further efficiency.
- The WFM system called Optimizer is missing automation and key functionality out of the box.
- Canned reporting is limited.
- Dashboard to visually display KPIs.
July 27, 2019
ININ: Genesys review of CIC
Used by our customer call center all over North America by the electronic tracking center, custom brokerage, train Reporting, dimensional load, service delivery, CN police, help desk, and travel (future). The latter is considered "internal' users and there is the more traditional Call Center user, the first group of users are not using the call center as it was meant to be used, they act more like account managers rather than Call center agents.
- Call handling
- Call flows
- Processing
- Email
- GUI
- Data storage
July 27, 2019
PureConnect for the win!
I use PureConnect in multiple ways. Both in my day to day activities and in demos to customers and prospects. As an all-in-one solution, it has the ability to solve for many needs. Everything from simple PBX functionality to advanced Contact Center requirements.
- Visibility across the organization
- Plethora of features and functions
- Ease of integration
- Transcription reporting from the assistance interactions.
- Ability to change the color pallet of the applications to make them look more modern.
- Needs native WebRTC functionality.
July 27, 2019
Flexible PureConnect for Call Centers
Genesys PureConnect is used by the call center portion of our business and the staff that support the call center.
- 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.
July 27, 2019
Genesys Takes You To The Next Level!
We use PureConnect as our call center platform. We currently have around 1000 agents and they all sign in using PureConnect products like Interaction Desktop to take calls and ICBM to monitor. I use applications like Interaction Administrator and Interaction Attendant to manage and provision the platform and we work with the Genesys team to manage servers and other infrastructure.
- 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.
July 25, 2019
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.
PureConnect is used by multiple departments within the county as the primary contact center point for inbound and outbound calls, emails, and messages. PureConnect cuts out the requirement for multiple people having to continuously monitor our calls and messages. PureConnect also makes it easier to provide the best customer service 100% of the time by always being there and available to route calls or messages to the appropriate person or department.
- Pureconnect is highly customizable. The system has so many features that can easily be adjusted or set to accommodate the needs of each business or department and can be changed at any time by the administrator(s).
- PureConnect is capable of being the primary contact point for multiple departments within a business. For example, our business is made up of several departments within one building. Pureconnect has the capability of routing the customer to the correct department and to the right person within that department based on their specific needs.
- PureConnect has an excellent customer service department. If ever you find yourself needing guidance or assistance with this program, their customer service will be right there able and willing to help as needed.
- We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
- PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
- The system does seem to get bogged down when it is trying to handle several cases at once.
July 05, 2019
The real life saving solution!
Score 10 out of 10
Vetted Review
Verified User
In Oriflame Cosmetics we use Genesys PureConnect in 40 countries and soon we are going to implement it in more markets. It's the best solution to deal with our customers in the Contact Center and provides the best and fastest service possible.
- 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.
June 27, 2019
Improving with Genesys.
We are using Pure Connect in our contact center. The main users of this application are the contact center but some of our other business units in the organization are using components of Pure Connect. Reporting was a big concern as we were trying to amalgamate different info from different systems. Using Pure Connect allows us to use one data source and the information is more reliable coming from an All in One solution.
- 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.
June 24, 2019
Genesys PureConnect
We use the Genesys PureConnect system for our contact center to provide ACD routing of customer calls. We also utilize the Interaction Process Automation feature to enhance our internal processes and streamline our daily work. With the Genesys PureConnect system, we are able to intelligently route customer calls to the most skilled agents, this provides the best possible experience for the customer and the agent.
- 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!
June 07, 2019
PureConnect makes you grow
We use the Genesys PureConnect for calls, email, IVR, recording, and dialer. It is used across the whole organization, for the agents and staff. The dialer offers us a lot of customization; we also use the Handler for more customization to meet our clients' requirements.
- The Dialer is really powerful, we are able to keep the idle time really low
- The Handler offer tons of possibility to customize the client experience
- The administration portion is clear and easy to use
- The dialer config is stored in XML and the CIC in Registry. It would be nice to have them in SQL for reporting purposes.
- ICBM should be ported to the web like interaction connect.
Our company sells office supplies online. Our company uses this product in all of our customer service departments. There are approximately 700 seats available. Among them, the average number of active seats is 550. There are a lot of inquiries about delivery about the handling products. By using functions such as IVR, we introduced them to process those queries efficiently. Also, our company has a small number of members in the information system department. Therefore, we introduced PureConnectCloud to reduce internal system operation tasks.
- We introduced PureConnect Cloud to dramatically reduce our system operation tasks.
- As call flow configuration change is easy, it can respond to sudden operation change immediately.
- System accounts such as InteractionDesktop and ICBM are common.
- SwichOver to the backup center at the time of failure is very fast.
- The response of InteractionSupervisor, InteractionAdministrator, and InteractionAttendant is very slow.
- I want a function to change batch user information of InteractionAdministrator.
- I want a batch download and batch upload function of InteractionAdministrator user information and WG information.
May 10, 2019
Genesys PureConnect Review
Genesys PureConnect is an ideal support tool to provide all kinds of web solutions. Thanks to this tool you can have a closer relationship due to the different features it has, and in this way, you can provide different support options. It helps to give a more complete answer to all your needs. We can provide support via email, phone, live chat, and many more options.
- Compatible with other CRM software.
- Creation of support groups, which allows a multiple solutions in more advanced cases.
- Easy to use.
- A lag time when lots of cases are being solved at once.
- There is not enough sales support to handle requests regarding new functionality. To get basic information and/or demonstrations can take time and effort.
- Tracking changes would be a good feature to add (perhaps with rollback functionality).
May 07, 2019
A Solid Software Solution for Finanical Services
We are using Genesys PureConnect to help with our third-party collection activity for the healthcare industry. PureConnect is our go-to software that is integrated throughout our corporation. PureConnect allows for continuity in our account workflow in a wide range of areas, such as, account follow up, strategies, and the ability to extract information to develop customize reporting.
- PureConnect does well at integrating its various components of software that allow us to do our jobs efficiently.
- PureConnect reporting system is a power plus for their software and our corporation to extract information for our clients, as well as for internal performance.
- PureConnect has a powerful toolset that gives us a competitive advantage when it comes to selling our service.
- We are satisfied with the current level of tools and service available from PureConnect.
- Server speeds or connectivity speeds is some times a challenge for the hosted environment. That is, when others are running a process on a server it does seem to tag our response speed when working accounts.
- It would be nice to have access to the same functionalities that a on-premise software does. I believe that there are restrictions to some of these functionalities with the hosted environment.
May 07, 2019
PureConnect
We currently use PureConnect for our Operations and Customer Service departments to takes calls, chats and Emails. It address efficiency in getting interactions answered in order of importance and in a timely manner. Out of 400 employees we currently have 150 users on the Pure Connect platform.
- IVR Flow
- Chat
- Email
- The one item we are waiting on before going to the cloud version is emails to be printed. This would be a great feature to have which the on-premise already does have.
Distributed architecture, platform handling massive amount of interactions. Used within several departments & sites across the organization. Including intelligent routing of voice, email interactions & outbound campaigning. Currently ongoing major integration with Salesforce CRM. Seamlessly integrated with self services IVR & SMS platform powered by Aspect CXP and Nuance ASR products,
B2B, B2C, HR & Service Ops users.
B2B, B2C, HR & Service Ops users.
- Seamless interaction processing, highly configurable & complex intelligent routing of huge call volumes.
- Distributed platform architecture in a cloud - always operating within very high SLA.
- Reasonable API integration with other third party products such as Salesforce, Aspect, Nice, Nuance & more.
- Great genuine support & professional services offering solutions and customizations.
- Limited real time and WFM out of the box capabilities required additional customization and integration with third part products to meet the business operations.
- Somehow complicated licensing model limits the transparency on the actual usage in real time.
- Great dependency on Genesys engineering and development teams due to the restricted access to the distributed architectural components in the cloud.
- Web RTC capabilities are still lagging behind.
April 02, 2019
Happy customer
The Genesys PureConnect is used across the whole organization by 6 different departments, each with a specific call flow and particular services. Also the traffic volume is relatively low compared to usual contact centers. Customer and employee experience improvement and quality assessment needs were the main driver for implementation and adoption of this product.
- User-friendly interface organized to naturally cover all of the most frequently needed and used cases.
- Well designed self-service management.
- RDS access to client apps (TSRA).
- Management of access rights (bulk option missing).
- No option to export all configuration data in human readable form.
PureConnect has proven to be the right choice for our company in bringing together functionality that typically exists on multiple platforms and doesn't play well together. Moving off of our Avaya PBX in 2018 has positioned us to exploit the latest communication technologies. Once limited by our platform, using PureConnect has provided us so many options that our limitations today are tied directly to our own creativity: if we can dream it, PureConnect's features and open architecture allows us to do it. Out of the box with no real strategy changes, our contact center found itself much more efficient. Over the past year, as we have started introducing Omni-channel strategies, self-service IVR, real-time analytics, smarter call routing, etc., we are learning just how much more can be achieved-- and we're just scratching the surface. Integration with our in-house developed contact compliance system looked to be a large undertaking: 100% of all outbound calls are not permitted to launch until PureConnect receives permission from the compliance system. The system tracks historical call data and manages business rules based on client and regulatory requirements. Using handlers and the IceLib API made this project much easier than we had anticipated. One of our best investments was the training and certification of our software developers. I love the fact that Genesys invests as much as it does in R&D. I am confident that Genesys will continue to be an innovator in the communications space and will continue to support PureConnect. The largest frustration for our company is that Genesys is growing so quickly that they appear to often have trouble handling inquiries about new functionality: their marketing team does a fantastic job wetting our appetite; however, to receive additional information or schedule demonstrations (ex. "Build-a-bot workshop), it can take a lot of follow up/escalation. Would I recommend PureConnect to others? I already have.
- PureConnect is a single platform; therefore, everything works well together. With other solutions, we have experienced communication challenges between our core phone system and predictive dialer, our call recording solutions, our speech analytics solution, etc. With PureConnect, those issues are 100% solved.
- We often like pushing things to the limits. We have experience writing custom software solutions with Avaya and Asterisk (FreePBX). Using PureConnect's handlers and IceLib API has been a total game changer: we have gone from taking an R&D approach trying to find a way to do something to having multiple solutions available to us to accomplish our goals. The design, training programs, and documentation have been very well received by our software development team.
- Blending multiple communication channels and being designed to accommodate whatever is coming next has addressed our current needs and has given us confidence that PureConnect will continue to serve consumers in the future.
- WFM does not handle both inbound and outbound. It's the one component that needs to be provided by a third party.
- There is not enough sales support to handle requests regarding new functionality. To get basic information and/or demonstrations can take time and effort.
- Tracking changes would be a good feature to add (perhaps with rollback functionality).
March 22, 2019
Genesys PureConnect (my overview)
Across all of Atos RTS. We have offices in Clovis, NM; Fargo, ND; Chengdu, China; Monterrey, MX; and Manila, Philippines. We use to as our VoIP solution.
- We've used the product prior to Genesys when it was called I3 and owned by Interaction Intelligence. ICBM is a strong component to the Telephony platform with its seamless monitoring inbound/outbound phones calls.
- The ICBM application also allows for the creation of quality assurance surveys that can be customized by the end user. ICBM also gives the ability to search and retrieve call recordings.
- The customization aspect via handlers is also a strength whereas my team has the ability to create modifications within the system to change the way calls are handled, change the IVR actions, etc.
- The Genesys technical support teams do a fantastic job at providing the support needed to resolve a large variety of issues/concerns that are encountered. Typically the team does a great job of keeping the consumer in the loop when tickets/incidents are raised.
- The Testlab site for validating products that work on the platform and also Windows Updates that have been tested is fantastic! This really helps out with teams that handle multiple facets of IT rather than just one aspect of it and it makes WSUS and Windows Update-related patching an absolute breeze because seldom does the uncertainty lie in whether or not a particular update will break operations on the platform.
- The licensing aspect of Genesys can be overwhelming from the perspective of someone taking charge of the process for the first time. The portal does a great job of showing bundled licensing, however, the support teams sometimes tend to fall short providing proper clarifications if any confusion is encountered whether it be with the licensing process, or with a particular licensing-related question. Typically, the licensing support team does pretty well, however, there are times where the issue or question needs to be restated in order to get a proper detailed answer to proceed.
- While the knowledgebase has greatly improved over the years, the community site forums still tend to present some struggles, specifically with keyword searches. While I realize it's difficult to really fully finetune community-based knowledge, it would be nice to see an indication of which particular posts actually include a valid resolution and which do not. I feel this would improve the quality of the overall community-driven self-support aspect/facets of the product.
- The biggest fall short aspect is the media servers. Specifically, that the support requirement is that they are to be physical servers rather than virtual ones. From a technical standpoint, this makes sense, however, from a business/cost savings standpoint, for a company wanting to move to SaaS or any virtualization, there will be support-boundaries herein that the media servers will always need to be on physical hardware.
February 13, 2019
Overview on Genesys
We currently use Genesys PureConnect in any department that has phone calls. It allows us to route calls as needed and provide us with most of the data that we need.
- I really like the ease of getting the data I need in minimal time.
- I think that working with customers more in regards to custom reporting would be nice. It makes it difficult that custom reporting is an additional cost on top of what you already pay.