Reviews (76-100 of 117)
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
Less appropriate for smaller installs as it is not nearly priced competitive with Cisco and other companies in small installs or larger companies that do not have large call centers and mostly business users.
- Advanced customization - Waiting times, queue management, call back, it's inclusive
- Customization. If you need any unusual solution for a contact center that is run differently than the norm, Genesys can get it done
- Sometimes the code pushes can be a bit disruptive
- Support is so-so. As they grow this seems to be a tough issue
- By being able to communicate faster issues are solved in a timely manner.
- Managing SLA's and call volumes are easier and giver better overall data analysis.
- Total ROI is worth using this product for what you can get out of it.
- As with any system there could always be more customization available.
- Some of the initial setup could use better wording.
- It's a very adaptable system
- It is intuitive and "understands" the human frame of mind
- It is complex in character but simple to use as an interface
- Currently, it is overwhelming to get up and running in our organization, but I think this will diminish over time
- It is expensive
- Perhaps a better implementation process
- Reporting and analytics: extensive data capturing, which - in turn - can help drive insights into customer use, satisfaction, and optimization strategy.
- Genesys PureConnect's integrations with other platforms (including CRM systems) is excellent.
- Extensive documentation is available on the platform's use, development, and integration requirements.
- I'd love to see improvements in process automation - to make the interaction process more streamlined or intuitive to setup.
- Integrations with new and emerging technologies: a lot of the big platforms are available for integration, but more rapid development to stay abreast of different communication platforms would be great.
- Scalability! PureConnect is great for mid-large size companies, but having an iteration readily implemented onto a small business (
Customer service is excellent and provides rapid insight/fixes to problems: responsiveness is a huge win for Genesys.
Interaction Center brings a powerful and distributed architecture to communications for the enterprise
The Interaction Center product solves many business communications issues by offering an extremely robust and feature rich communications platform for businesses of all sizes.
This platform is particularly impressive for call centers, and there is a huge presence of this in the Credit Union space and on top of delivering great functionality natively, it also has many customization points for special applications.
- Innovation - they are frankly one of the most innovative companies I have experienced and constantly try to stay ahead in the new feature race
- Expanded to being an industry leader along with the big communication platforms in only 10 years, and have entered the desired Gartner magic quadrant for business. Competing with the big boys now!
- Strong VAR relationship for this organization. Really stress the partnership in serving the client, and have done so ever since we have been in business selling Interactive Intelligence.
- Our company sells NO OTHER communication platform we are so much in support of the Interaction Center platform.
- Really focused on the "Customer Experience" fully.
- More rapid bug detection and methods to address. They are currently working on changing the update process to be more "mainline" and avoid large disruptive upgrades
- Better documentation of the changes technologically for the engineers to follow
- Better rapid training for new support engineers as they grow rapidly.
- Reporting is always a chief concern for any organization, and PureConnect has needed some changes in this way. Luckily with the acquisition by Genesys, they are making huge investments in many areas of the product, but in particular reporting is being revamped this year.
This is a great product, and I have seen so many businesses succeed using it!
- Upgrades are smooth. This product has been around long enough to have this process matured into a doable event without any major downtime.
- ACD routing is accurate and easily adjustable. I can easily configure how I want my calls, emails, chats, etc. delivered.
- The software as a whole is very flexible. I can buy just the parts and pieces my company wants to use.
- Interaction Attendant could use some love. Getting information from a database is easy yet very basic. If I want to get creative with my SQL selection I've either got to do it in a lot of steps or use Interaction designer.
- They seem to change how they handle reporting often. They are good about making past methods still work after and upgrade but it causes my reports to be in various styles and versions rather than a consistent platform.
- The Genesys sales and support engineers are the best in the business. Any thoughts or inquiries that need attention are rapidly and precisely addressed with a telephone call or email to our Customer Success Manager, Service Delivery Manager, or Support Team.
- The help we get feels trustworthy, and the level of care doesn't change based on the number of installations we have
- It gives a great steering and skill power. This allows us to get clients to the ideal solution on the first try. We have been able to be extremely inventive in our answers, in light of the adaptability that PureConnect gives in its steering abilities.
- There are so many roles to the product, and each is contingent upon what you need to do. Some days I needed to sign into 6 things at once to do all that I required (Desktop, Business Manager, Supervisor, Administrator, Scripter, Attendant)
- The managing devices are missing, so we had to come up with some in-house solutions
- I hate the lack of correspondence from Genesys with respect to issues, refreshes, guides, and fixes to their bugs
- My greatest concern is their client care and the absence of following a BEC understanding with respect to time periods
- Active Directory and CRM
Dynamics 2016 to recognize our callers and adapt the flow according to client
- Lync to synchronize status
- 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
- Call Routing
- Self Service
- Lower waiting times for agents
- Better reporting
- Bug fixes can be slow and be out of reach for crucial time frames
- Live data can be hard to view at some times.
- Prices for add-ons can add up
- 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.
- Great for inbound distribution.
- Too rigid for blending.
- 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
- The dialer is a strength of this product.
- The agent client is one of the weak [points].
- 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
- The analytics provided are great both in detail and visual aspect. We were able to easily understand the information presented as well as show it to other not using the platform and explain it in detail.
- It was simple to integrate into our daily processes. We didn't have to 'shut things down' for days in order to add this into our process; it was easy to add in and made it more efficient. We were also able to reduce the number of applications we used day to day.
- The platform helped to keep sales on track with their quotas. Sales reps were able to visually see how they were performing . The sales solution also encouraged marketing and sales alignment as it allowed us to create a more uniform communication strategy with customers and prospects.
- We did find that the texting feature was a little hard to perfect. Our messages would either be too long and show in multiple messages or the links would give an error.
- The digital automation feature is wonky as well. We found that the automation would provide odd and out-of-place responses.
- The pricing for the platform (we found) to be more costly than other solutions.
- Genesys has pretty much every feature you could ever need. It has a multi-client, multi-channel technology for customer care centers, for example (which is handy because those get high volume)
- It's easy to pick up and run with, very minimal training and customer-service is quick to respond if you have any questions
- It consolidates multiple views into one streamlined interface on your desktop. If it's one thing that drives me nuts, it's having a billion windows open.
- It would be nice to have some bilingual speech analytics. Since we deal with clients across the world, it would be nice to have support for local languages.
- Sometimes the administrator tools can be a bit lacking, so we had to improvise a bit with some in-house solutions.
- I would like some more transparency from Genesys when they plan to update their programs – a lack of a roadmap can be a bit problematic.
- Now when receiving leads we are able to see the information we need immediately. Prior to set up our account manager walked us through what fields would be available and which ones made the most sense to include or not include.
- The amount of customer service you receive is phenomenal. We started off by only purchasing PureConnect although we were initially encouraged to take advantage of the cloud services as well. Despite only having a single platform and being an extremely small start up we were treated as if we are a Fortune 500 company. For every little question we always have a LIVE PERSON to speak with and help us work through issues.
- I have been part of many software integrations and the integration of getting their software "to talk and play nice" with ours was a bit more difficult than we had originally anticipated. However, their integration team held bi-weekly calls with us to discuss the project road map, what the integration testing would look like, and what the results of the testing were. This all happened prior to the integration going live, giving us plenty of time to work through any bugs or issues that might have come up.
- I don't have many cons to mention. The only thing that I was a bit bummed about was that sometimes it seemed like fields were more limited than what I had initially been led to believe. However, it seems to have worked out for the best as less is more sometimes!
We are a fully on premise customer, so we do not use CaaS (or PureConnect Cloud as it is more recently referred to). We're using various aspects of self service to allow customers to access information 24x7 even from groups that are only staffed M-F during regular business hours including various different webservice integrations.
In addition to the traditional call channel, we are also using chat and inbound email across multiple organizations. With the ease of deployment of PureConnect's current chat (and the migration to the hosted wigets coming in the future) chat is a breeze to have up and running. We also have one agency using agentless outbound dialing for specific functions such as reminders and receipt notifications.
- 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.
If you are looking for something reliable, the platform definitely has matured in expected uptime as long as you regularly maintain the servers hosting the application.
If you are a small customer, the platform will likely be cost prohibitive. While core pricing may be attractive; ever increasing maintenance fees and the amount of licensing needed to do anything within the platform can easily make the price unrealistic.
If you are looking for a super mature platform with all of the bells and whistles, this is not the platform for you either. You would likely want the flagship Genesys product (PureEngage).
- Automated (scheduled) reports are fairly well done. They allow me to forget about that particular task, freeing time and allowing me to work on more important projects.
- Regarding Optimizer, the scheduling add-on for PureConnect: The interface for adjusting already published schedules throws exceptions frequently and it's missing functionality. For example, if I have a published schedule with attached data and an agent's schedule changes by 1/2 hour, I must go to each day and adjust manually.
- Some of the report formats have been orphaned and abandoned. Try and export a CSV file and what should be a 24K file is delivered as 30 MB file because it's filled with massive amounts of repeated data. There exists some exceptional weirdness in these formats that would take too much time to detail.
- Dreate a more personalized self service environment for the customer to solve problems online rather than use external sources
- Deliver analytical data to help derive insights, conclusions, and foundations of creative campaigns or strategy
- Increase response time and lowers costs
- A more user friendly interface
- More ways to derive and pull data for analytics
- A larger support community / forum
We love that this tool is a true platform which our teams can achieve all the business goals they need by leveraging the many features of the platform. We have yet to run across a business need that couldn't be met. Being able to extend out of the box features using custom handlers has been a big step forward for us from out past contact center systems.
- Easy to manage Auto Attendants, a visual hierarchy for management.
- Customizable handlers using a robust tools set.
- Amazing live dashboard for management and IT support staff
- Reporting on Auto Attendants is hard to understand
- User provisioning is hard to set up initially, easy to recreate for subsequent users
- I would love to see a virtual media server
The problem it addresses is long customer wait times, endless loops in the phone tree and ensuring the customer is getting to the best agent for their needs.
- Skills Based Routing provides our customers with the ability to get to the right person, the first time! Definitely helps provide a one call resolution!
- PureConnect Support is great! They are so willing to help out whenever we are stumped and at a dead end! Their support is timely and very informative.
- Reporting: PureConnect provides excellent reporting statistics which allow us to stay on top of our game!
- Training: In order to connect to a support rep at Genesys, one must be certified in Genesys' system. Training is costly and can be confusing. Only the basics are covered and leaves alot to learn.
- It would be nice for Chat to be set up like voice or email tree's rather than requiring handlers to do all the work.
- Upgrades can be cumbersome.
Training is flexible, offering either a classroom setting or a virtual setting. Instructors are knowledgeable, but move quickly through the materials. I recommend having some knowledge of telephony and networks before jumping into training.
Building the system can be a chore though, unless you are extremely trained or have assistance from a third party.
- Very flexible in handling multiple channels
- Endless configuration possibilities for routing to agents
- Client software is very easy to use for the end user
- Documentation can be hard to find
- Creating support tickets takes too long. Some support groups are only available via email which is very frustrating when dealing with password issues.
Genesys PureConnect Scorecard Summary
Feature Scorecard Summary
About Genesys PureConnect
The Genesys PureConnect platform is an all-in-one contact center solution that promises a broad and deep set of omnichannel and business communications solutions on a single platform. The vendor aims to offer: simplified all-in-one architecture, flexibility and the highest level of isolation and control available in the cloud. Available both in the cloud and on-premises, PureConnect's goal is to let users replace multiple point solutions with a single application that makes customers and employees happier.
The vendor's main value propositions are:
Do more with less: An all-in-one platform enables users to deliver a better customer experience while greatly simplifying administration, increasing operational performance, and reducing total cost of ownership.
Speed time to value: A single set of broad and deep solutions allows users to turn on new capabilities quickly, when you’re ready, and new functionality is built right into existing interfaces.
Tailor solutions and protect investments: An open, standards-based architecture allows users to customize the application and integrate with any existing systems.
Maximize privacy and control in the cloud: Users get their own instance of the application, the option to go 100% private cloud and the ability to keep voice traffic and recordings at your site. Users can also customize solutions, determine the timing of updates and maintain control over carrier relationships.
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Genesys PureConnect Technical Details
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