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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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
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February 08, 2019
Mixed Bag
Genesys PureConnect is currently being used by multiple departments within the organization after starting out with one department. The platform addresses the need for our organization to be able to communicate will with our customers with our given organizational structure which includes multiple sites in multiple countries as well as a contingent of home based customer service representatives.
- Flexible options with call routing
- Stability (very few system outages)
- Allows optimized use of available resources in a multi-skill environment
- Real time performance management system is excellent
- Historical performance reporting
- When there are outages (which are rare) complexity of the system tends to require significant investigation to determine the root cause and provide a fix
- Too many options for frontline customer service representatives using the tool which has lead to increased handling time per transaction
January 18, 2019
Genesys PureConnect
Genesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the preferred contact center solution for Aetna in 2012, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephone platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.
- CX Insight makes it easier to define and track KPIs and create your own modern, interactive dashboards for real-time monitoring and that makes it easier to achieve desired business outcomes.
- Modern Interface.
- Widgets-let you more easily deploy and use chat capabilities. You don’t have to write code to customize and personalize these features. Launch chat widgets on your website to enable chat conversations with just a few configuration settings and the push of a button.
- Modern Interface places a priority on building out a single, modern all-in-one interface to provide users with more flexibility and ease of use.
- External chat (customer to an agent) is currently poor, with very basic and limited experience. The internal chat is much more feature-rich but is only used between system users.
- Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find.
January 15, 2019
PureConnect Review
We use PureConnect in all our call centers, we have over 298 agents. It is not being used by some of the back office staff and the employees in the branches. It addresses the problems of recording calls, IVR, member identification, etc. We are now looking into adding 3rd party software for voice bio-metrics, automation, and AI IVR.
- Call routing
- User administration
- IVR
- Reports, certain pieces are segmented into particular reports and/or certain areas. You can't even piece it together in the report builder.
- Random problems that seem to have no cause, baffle you, and then fix themselves.
- Users view randomly reset
January 07, 2019
Amazing experience with Pure Connect
We are a call center and we use for agents as well across of the organization.
- Easy to manage specially in VMware environment
- Provide a good solution for our employee size organization
- I like the idea to move to the web
- Reports, specially custom reports.
- Upgrades sometimes are having issues and we find out after the upgrade. This situation implies to open a ticket with Partner/Genesys to get a solution and sometimes business needs sooner the fix.
- I would like to see a different tier structure to manage Interaction Administrator. We have a three tier structure and is a challenge to give some permissions to lower tiers without putting at risk some settings.
December 22, 2018
Review of Genesys Solution
Genesys PureConnect is the system used across all of our multi-channel contact center operations: Customer Service - Workforce Management - Quality Assurance - Reporting/Analytics & Forecasting - Telephony Platform.
It helps streamline the operations of the contact center.
It helps streamline the operations of the contact center.
- Great Telephony Solution (Call Flows, Email Flows, and user phone management) -- Flexible, easy to use/administer, and effective.
- Intra-Day Monitoring & Reporting -- Strong Intra-Day Monitoring and Reporting Capabilities which allow the contact center leaders to have visibility through a wide range of live views and historical reports.
- Good Admin solutions for User Management to update agent profiles and workgroup settings.
- Need to include more out of the box options instead of selling "Custom Dev" for things that the company obviously developed for other clients several times in the past.
- Genesys Support needs to have better communication/coordination between their internal teams.
December 10, 2018
PureConnect Review as a Gold Partner Support Manager
I am working as Support Manager in CCR, which is a gold Genesys Partner.
- Ease of use.
- Minimum bugs.
- Documentation.
- Language support.
- Outbound dialer.
- Lots of our customers are asking for Naturel WebRTC support.
- Support was much faster and better in ININ times :). When we create a ticket, we were receiving a meaningful reply in 1-2 hours. Now it is taking weeks.
- I really could not find any others!
December 10, 2018
PureConnect, the contact center communication software
PureConnect is used by our whole company (800 users) and we've implemented it for another 1000 users outside our company on the same platform. Our challenges are mostly the complexity of the Softphone for end users and the stability of the Interaction Desktop.
- Real live view of all communication.
- Logging is very good.
- Reporting is really complete.
- Integration of SIP Softphone and Interaction Desktop is poor.
- Getting started with web based phone should be feasible with standard media servers, it stops us to roll out interaction connect.
- Standard reports in Business manager are subject to GDPR non-compliancy.
December 10, 2018
The Ups and Downs to PureConnect
It is used in the whole organization. It helps us to be more productive.
- It allows for automation of call routing which is more efficient than hiring somebody to manually do it.
- We are able to make internal calls easily by using interaction desktop instead of remembering specific extensions. Calls are done quickly by locating a name and calling from the computer.
- The product has a lot of aspects that require extensive training to use, which can be expensive for companies and challenging for employees.
- For this product you have to manage your own servers which makes upgrading the software more challenging than if it were a cloud based product.
- Working with Genesys is sometimes time consuming and getting to the root cause of an issues can be difficult at times.
December 05, 2018
Our PureConnect Story
Score 9 out of 10
Vetted Review
Verified User
PureConnect is being used as our main telephone system throughout 27 countries. We use it for our business user and solution center agent. The all in one solution allows us the flexibility to deploy what we need where we need it.
- Flexibility
- Easy to manage (all in one solution)
- Powerful as we can easily customise to meet our needs
- Good for remote location architecture
- Reporting
- Documentation
- Training courses
December 04, 2018
Great contact center "One stop shop" solution from Genesys
Score 7 out of 10
Vetted Review
Verified User
Genesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the prefered contact center solution for Carl Zeiss in 2013, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephony platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.
- We wanted a "one stop shop" provider that can provide all CCC features needed in one solution with minimum of "add-ons'.
- We needed a solution that could integrate with multiple telephony environments & separation of contact center and telephony investments and roll-outs.
- Partnership with Microsoft for UC, including joint product roadmaps and tight product integration – Hassle free upgrades.
- Recognized by trusted industry experts (Gartner, Frost & Sullivan etc.).
- Cost is a hindrance for utilizing Genesys products and services, especially for smaller sites and smaller teams.
- The tools is sofisticated and advanced, and that's great, but it would be good to have a "Basic" license with a lower cost that could be used for smaller teams with limited requirements.
- Each individual implementation can be cumbersome and requires substantial investment and dedicated resources.
November 29, 2018
My Experience with Genesys PureConnect
It is our Contact Center voice solution with IVR, Call Back and Dialer.
- Bring Intelligence with automation of mailing campaigns
- With the use of the dialer, we can increase the effectiveness of campaigns.
- Administrative areas, solution focused in areas of Contact Center.
- Absence of App for Android and IOS that allows the use of the corporate extension.
- The software is not compatible with Mac and Linux users, currently we have to resort to third party solutions, without guarantee of full operation.
November 21, 2018
PureConnect, a brief history
PureConnect is our primary VoIP phone system as well as our call center solution. We are not a very custom solution, considering the amount of users/stations we have and the limited amount of support staff. We do occasionally use services like Dialer, Recorder, etc, but not as often as we'd like. We also actively use Scheduled Reports, Web Client, etc. From where we came from in 2009 (old Nortel PBX's), the call center experience has vastly improved. As we introduce technologies, like web/software clients, to users, we seem to get decent feedback as well.
- Clean administration, supervisor interfaces
- A recent aggressive push towards fully functional web client
- Another recent change to improve the help site has been incredibly helpful
- Customization. There is a real gap between what is included and manageable with the product (with intermediate exposure) and what forces detailed handler changes. Many companies include conversion programs that make some of this easier.
- Sample configurations (templates) that could be explored and easily implemented as potential add-on/solutions.
- A more user friendly recorder interface.
November 21, 2018
PureConnect from a Trainer's Perspective
We use it internally across the organization as it addresses TRUE presence management for our organization. Even through a recent acquisition, our legacy team still relies on Genesys PureConnect to stay in communication with one another.
- It displays another user's availability. As long as my co-workers keep their status updated, it is clear when I can contact them and when I shouldn't.
- It makes it super easy to have a conference call without disconnecting the other person in the process. The click and drag feature is my favorite thing!
- The flexibility of turning features on/off is great. I can customize my view of PureConnect for how I'm feeling that day.
- The widget that is used to move the views around is a bit tricky. Dragging a view is easy, but placing it in the widget correctly takes a few times to hit it just right.
- When adding new views, it can be tricky to find what you're looking for because some are buried a few clicks deeper than expected.
November 07, 2018
PureConnect does its job well enough, but not exceeding expectations
PureConnect is used throughout the organization in most departments. It allows us to better serve our customers and improve our customer experiences with IVR menus and routing. We can also train our agents through saved recordings and questionnaires used by our QA team.
Our customer service management team heavily relies on the Interaction Optimizer feature to help forecast, re-forecast, create rotational rosters, plan their days, and track adherence levels.
Our customer service management team heavily relies on the Interaction Optimizer feature to help forecast, re-forecast, create rotational rosters, plan their days, and track adherence levels.
- Call routing and IVR is easy to build and easy to manage with advanced customization
- Great Optimizer feature which handles workforce management, forecasting, adherence and scheduling
- Integration with 3rd party systems and CRM
- Technical support is helpful but at times requires too many captures and 3rd party software (an issue when it comes to a business with strict security.) This further delays resolutions. Online help can be a nightmare to source at times, and documentations are not very helpful.
- Integration with Salesforce is a great feature, but seems to be missing some features from the interaction desktop, such as notifications and forwarding notes. Call linking in Salesforce is also poorly executed--having multiple accounts opened while on a call can sometime cause it to link to the wrong account.
- Plenty of reports, however most are irrelevant, and some won't even work without contacting support.
- Unable to manually adjust average speed of an answer with the workforce manager tool is a massive flaw when forecasting.
- Extras and add-ons can be costly. No out of the box wallboard solutions.
October 27, 2018
A stable dialler and telecom solution for over 15 years
I've been working with the Genesys PureConnect product and dialler in our organisation as well previous organisations. Our whole UK organisation is moving toward this platform. We use the dialler integrated with Genesys Latitude for debt collection. The product offers scalability and is feature rich and can benefit our organisation on a wider scale, offering a stable platform.
- Optional features that can be enabled
- Disaster save using different locations for the PBX servers in a WAN / LAN setup
- The solution can grow and shrink with the size of the organisation.
- The solution seemless integrates with our Latitude platform.
- Secure IVR integration.
- The integrated Analyser is not very good and to manual to tune and maintain.
- The workforce management should integrate better with the outbound dialler.
- Integration with more and different CRM systems
- More out of the box plug-ins for Workforce Management systems.
October 26, 2018
PureConnect - The PBX agnostic contact centre solution.
Score 10 out of 10
Vetted Review
Verified User
We currently have 3 contact centre groups using CIC, with several more in the pipeline. It was an ideal solution as it works seamlessly across our different PBX's and handsets. The concurrent licensing model is ideal for our 24x7 operation which has lots of full-time, part-time and casual staff, as well as being able to install the agent desktop on additional workstations for DR purposes.
- Works seamlessly across our mosaic telephony infrastructure. It doesn't matter that one site runs on an NEC PBX and the other uses Nortel. it can hand the call to a an NEC phone, an Avaya phone, a soft phone or even a cell phone.
- I now have consistent metrics and KPI's for both sites, calculated the same way.
- I am now able to load balance calls between my two sites now in a one-centre-two-sites model.
- We were able to create a custom handler that allows critical calls to ring to a group of stations concurrently. The first agent to click it, gets the call. Even if an agent is on another call, they just double click on the new interaction and it will automatically put their existing caller on hold and answer the critical call.
- I would like to be able to listen live to my agents from within the ICBM application without also having to run the agent desktop. Either through PC speakers or by dialing my phone. I'm still learning the nuances of this application so my answer might be more of an educational opportunity than a feature request.
- I would like to add extra directories to my agent desktop without having to ask my administrator, or them having to request new SQL tables from IT.
- It can sometimes take a few seconds for the agent template to load when they log in. If an agent touches the application while the template is loading, it can get messed up. They have to manually reapply the template when that happens. It can be hard for my fastest agents to resist...
- When using the search feature in the top row of a directory, it only searched for the exact text string you are typing in the exact order. I would prefer if it could search for a word even if that word was not the first one in the string.
October 25, 2018
Do not fall asleep, you've got a good product!
We are a contact center, so we use internally the solution but we also offer services based on the platform for external customers.
So we have external users of the platform handling various types of interactions and we have a portfolio of automated services running on the platform -- self services on the IVR and Bot on the Chat.
So we have external users of the platform handling various types of interactions and we have a portfolio of automated services running on the platform -- self services on the IVR and Bot on the Chat.
- Open - easy to integrate with other applications of the applicative landscape
- Scalable
- Reliable
- Reporting/Monitoring : capacity to make value from the information collected
- Efficient support of the new interaction channel as the social media
- Voice analytics
October 19, 2018
Hey, PureConnect, please catch up PureEngage
My company is using PureConnect only for contact center requirement like ACD, Recording, and Reporting. So far Customer Service, HR Experience and Finance Experience Team is using PureConnect. Better IVR experience. Calls are recorded for quality purposes and reporting for supervisor reference.
- All subsystems integrated in one server. Less server deployments.
- Easily customizable using Handlers.
- Organized Technical Support and proper escalation process.
- Lack of social media integration to PureConnect.
- Lack of Omnichannel enhancement.
- Lack of automation, AI bot, AI voice bot.
October 19, 2018
PureConnect the Globe
Genesys PureConnect is used in a few departments within the organization across the globe. The main problem it gives us is the different dial plans in use.
- Genesys has some good engineers who are always ready to help in order to get a case solved within a short period of time.
- PureConnect is an easy to handle system. Most changes in the system can be done by our slef without involvment from Genesys.
- PureConnect gives you the option to answer a call wherever you have a free agent available, even on the other side of the world, without a lot of work.
- As PureConnect gives you so many possibilities its sometimes hard to pick the best option.
- The complexity of the system makes it hard to find a root cause in the case of an issue.
October 19, 2018
Why PureConnect is not what you are looking for but might like
We use PureConnect in help desk and a few remote stations across the country. We had problems with remote users before but PureConnect solved it.
- Integration with CRM system is easy.
- Remote stations solves a lot of roadwarios out serving our customers
- One server for all functions, not a whole farm of servers doing one thing only. This solution just need one.
- Reports are not perfect. We use some own SQL scripts to get what we want out of the system.
October 17, 2018
All-in-one Customer Experience Solution at it's best!
We utilize the PureConnect (CIC) system primarily to manage our inbound and outbound call center transactions. We utilize many of the modules including Attendant, IVR via custom handlers, Recorder, Optimizer, Dialer, Nuance ASR, Nuance TTS, Marquee, & Quality Manager. These modules have allowed us to have a single platform for many interaction types. Recently the system has been growing in popularity in our business with more groups using the outbound functionality.
- The PureConnect system has a very open architecture which allows for customization. This is very valuable in today's World where integrations into other complex systems is necessary to increase Customer Experience and self service functionality.
- The PureConnect system combines many systems into a single easy to use platform. We were able to consolidate 7 to 8 individual systems with a single PureConnect system. This saved time and money on maintenance and support.
- The PureConnect system does DR very well. Redundancy for failover works very well and allows us to have a very high percentage for up time.
- The PureConnect systems built in WFM tool (Optimizer) could use some refining. It is very rigid with it's constraints when scheduling. More options for set schedules would be nice.
- The PureConnects Quality Manager Questionaire question rating could use some flexibility. The ability to set defaults to answers (that could be changed if need be by the reviewer) would save time for those that review the questionaires.
- One more item on the PureConnects Quality Manager Questionaire tool could use a little refining as well. Saving and archiving old questionaires is currently a manual process that requires database modifications to get the old questionaires into the correct folders for archiving. Adding the ability to move these old questionaires to different folders would be great.
October 17, 2018
PureConnect connects you to the world!
We provide Managed Services for PureConnect customers (CIC and Caas). This covers worldwide services PureConnect delivers to customers.
- Routing decisions upon customer data entries
- DB lookup and routing
- Create customer handlers to adapt customer business needs
- The call flow creation via Attendant is a bit "Old school". Using a graphical interface to create call flows is industry standard by now, such as with PureCloud.
October 17, 2018
PureConnect Review
Score 9 out of 10
Vetted Review
Verified User
Our support and inside sales staff use PureConnect for auto direct calls to the best agent to handle the interaction the first time. We are leveraging PureConnect for calls, chats, and voicemails. We are using integrations with Salesforce and Oracle Service Cloud.
- The reliability of PureConnect is fantastic with the redundant servers pairs.
- The system is very flexible, there are very few business work flows that I cannot accommodate with native functionality.
- The integration with Salesforce is a must around our company and PureConnect has a very clean product to connect to Salesforce.
- They are still in the process of migrating the supervisor and admin tools to an online environment. It is a bit cumbersome to support my supervisors connecting to a remote desktop to get what they need.
- Support is at times slow to respond on more difficult cases.
- Reporting tools are also still not in an online environment and the reporting tool they currently have is pretty limited in the quantity of data that can be pulled in one report.
October 16, 2018
Genesys PureConnect is a solid platform but needs work on call recording and support
It is used by only two of the call centers out of the company. We had plans on expanding the product to other departments but due to product flaws especially pertaining call recordings we could not expand it to our entire company.
- The environment is for the most part stable.
- The applications are pretty user friendly.
- Code red support is good.
- The recording solution is not stable
- General support is not good. (Excluding code red). However, I may note it has improved under Genesys then what it used to be under Interactive Intelligence.
- ADFS/single sign on is not implemented as it should and is not well supported.
September 27, 2018
Genesys PureConnect - An Engineer's Opinion
As a Genesys partner, we use the PureConnect solution internally (as well as PureCloud, etc.) for our own communication requirements and also to test functionality for our customers.
- Extensive ability to customize the solution and integrate it with other platforms
- Stable platform with regular releases and patches
- One of the most powerful contact center platforms in the industry
- Ability to perform intrusive testing and debugging to troubleshoot issues
- PureConnect has (for the last few years) suffered for lack of focus due to the emphasis placed on PureCloud and other cloud initiatives
- WebRTC has not yet been added to the solution
- The PureConnect architecture is dated and needs to be updated
- Multi-modal interactions that can smoothly flow from one media type to another but are viewed as a seamless single conversation
- New call flow interface to replace Attendant that would make handlers obsolete but still allow for custom subroutines and custom event handlers
- Completion of webification initiatives for feature parity with the web client, supervisor, and administrative applications
- Fully baked enterprise feature set