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%
Pricing
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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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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 and Ratings
(216)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
March 28, 2023
Genesys PureConnect, Oh how I shall miss you!
PureConnect is the heart of our interaction routing, closely integrated with GVP and pretty much EVERYTHING else within the voice part of our world: CRM, WFP, recording, archiving, reporting, and more. It has been a rock-solid part of my day-to-day in moving interactions to the right place, and is one of the few platforms we've been able to consistently rely on.
- Interoperability
- Availability
- Comprehensiveness of solutions on offer
- Upgrade path to Cloud is not as clear as one might hope
- CCPulse was powerful but deprecated, Pulse wasn't a great replacement
86.25%
8.6
N/A
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- When emergent needs arise, this has always allowed us to deliver the right response quickly.
- PureConnect suffered a bit from stagnation in the Alcatel era, accelerated when Cloud CX came out
PureConnect was selected 20 years ago, and it does show its age a little -- but like a high-quality machine tool, it continues to deliver value far longer than anyone expected.
December 01, 2021
Genesys PureConnect Review
PureConnect is being used for it's contact center engine only in our environment. We have two separate production environments, a fully functional UAT and a fully functional DEV environment. We are in the process of phasing out Avaya deployments with PureConnect so the footprint is continually increasing. PureConnect has added visibility of agent activity compared to previous solutions. 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.
- Webservice integration and customizations via handlers
- Ease of use of the client applications
- Platform stability
75.38461538461539%
7.5
76.66666666666667%
7.7
N/A
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N/A
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- The initial setup of the platform and deployment had a negative impact, as Interactive Intelligence sales oversold licenses and poorly designed the system with things like redundant imonitor servers and redundant storage servers that cannot properly be leveraged.
1800
Contact center agents, supervisors and business analysts.
3
We have one dedicated support person over the infrastructure and environment. We can achieve this because we only use Genesys PureConnect for the contact center engine and all of the telephony endpoints are through other systems (Cisco, Avaya, etc). We also farm out move/add/changes to our agencies themselves as the granular security allows for a lot of administrative flexibility.
- Inbound contact center traffic
- IVR self service
- Reporting and analysis of historical interactions.
- Workforce utilization and activity monitoring.
- Self Service IVR payments
- Replacing a legacy self service system that relied on a mainframe
- Broaden contact channels by adding an SMS broker
- expanding existing contact channels to further agencies
- additional integrations to bolster self service offerings.
Yes
We replaced (and are still in the process) of replacing Avaya contact center infrastructure. Genesys (Interactive Intelligence still owned CIC at the time) was selected as they won the competitive bid to replace the aging infrastructure. They met all of the bid requirements and were out of the other options available (renewing legacy Avaya support, Cisco, etc).
- Price
- Product Features
- Product Usability
This was a competitive bid scenario. Price and features were the most important features together, as they are ultimately the deciding factors.
We have a standard process for accepting and submitting request for purchases for competitive bids. In the current market with the current trends, we would also look at pricing for services offered in a subscription model as well.
- Implemented in-house
Yes
For the second production environment we stood up, as the customer was transitioning off of a legacy system that was functioning in place, we fully stood up their new production servers, completed all of the needed network configuration, installed all applications and configured for base testing, migrated all of the users programming from the UAT environment and completed another UAT cycle in the new production environment (which was a nice luxury to have) before a full go live.
Change management was minimal
The way that this was implemented, change management was truly only concerned with the steps that were taken to integrate the platform into existing systems like the PBX we are trunked to, web service integrations, etc rather than the over-arching process which fell more under the scope of project management and the specific contact center project.
- Determining what features were critical enough to host them in our backup location (balancing the expense vs the value add)
- Working with a 3rd party doing a PSO design implementation for the customer's IVR while we were building the environment internally.
- Online training
- In-person training
Not Available
Yes
Genesys has a process for bug reporting and tracking through their SCR tracker/search tool. Some of the critical bugs, such as the .NET framework security changes in 2017 that resulted in bytestream read failures. Other, ancillary but simple fixes seem to sit on the back burner for an eternity.
Most recently, we migrated one of our callcenters IVR webservice integration from SOAP to REST. The version we were running on had support for REST, but did not, apparently, have the ability to parse NULL or DOUBLE values in the json response object. This caused some really amazing failures and havoc with calls in queue when this would get tripped. Genesys support stayed on the line, through a screenshare all the way to resolution on determining this as the cause of the issue. The agent even helped brainstorm a few ideas of how we could workaround the issue until we upgraded to a version that would handle these values.
- Inbound attendant configuration.
- Configuring and customizing the dial plan
- Extending attendant and other functionality using call handlers
- User provisioning
- Management of workgroup skills
- Getting worthwhile data out of the built in reports
Yes, but I don't use it
Bring someone technical into the process early to ensure what the pre-sales engineering team is proposing for your environment makes sense. I cannot stress enough having someone on your side of the table who is knowledgeable in platform to ensure that your technical and capacity needs will be met by the pre-sales designed offering.
Yes
If you are thinking of implementing now, good news: the application is super easy to upgrade. If you are an existing 3.0 or 4.0 customer looking to upgrade to a 20XX revision, you are in for a bit of pain. The modern upgrade process (after performing appropriate backups) is practically as easy as running a setup wizard for most programs. There are a few outliers: upgrading chat files and upgrading Interaction Connect, but Genesys is revamping chat in the near future and upgrading connect is straightforward, just different.
- Upgrades contain rolled up bug fixes
- Genesys is using the upgrades as an avenue to add more functionality to Interaction Connect
- Modern features trickling in from PureCloud and PureEngage (widgets, WebRTC, co-browse chat)
- more Dutch red...
- Chat switching from the current IIS hosted version to the new widget that just uses the web server as a reverse proxy
- Support for Windows server 2016
- Full TLS 1.2 support
No
No
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).
22.307692307692307%
2.2
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N/A
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N/A
N/A
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.
94%
9.4
92%
9.2
N/A
N/A
N/A
N/A
- We are looking at email as a channels for certain call types. Some processes require specific information and accuracy is critical. Relaying it in a phone call can result in errors (lost in translation)
- We are investigating the feasibility of offering chat as a channel to our community as a method of asking general inquiries. We are technologically ready if we decide to go. It's just a matter of mapping out the business processes.
150
Various healthcare departments; both internal and external. More and more business units within our health authority are seeing the benefit of having a centralized point of contact and are reorganizing themselves to create contact centres. Most are customer facing departments where the front line staff struggle to balance walk-ups and calls.
4
A portfolio manager, 2 system analysts, and a VoIP/telecom specialist. We need more though, to be able to support ongoing operations and expansion projects.
- The largest department in terms of call volume is the switchboard, which answers 1.25 million calls a year for 14 acute care facilities.
- The switchboard also answers code calls, which means our system must have high availability.
- We have an internal contact centre for staff workplace health.
- There are several patient facing contact centres either live or coming online to aid in accessibility to services.
- we have created a s script that will launch a SharePoint page whenever a certain call type presents. The page contains all the resources an operator needs to handle that call. The system recognizes which of our hospitals that call is coming from and loads a unique page customized for that site.
- We created a unique directory for each of our hospitals and started by populating the 20-30 most common numbers we transfer to for each site. Operators kept asking us to add more numbers and departments. We kept asking if the directories were getting too big and unwieldy to be able to quickly find numbers, they said no. We are now over 150 listings in each directory and operators can still find any department/number in a few seconds.
Yes
A solution called Operator Console, that was end of life and end of support.
- Price
- Product Features
- Product Usability
- Existing Relationship with the Vendor
Through the consolidation of smaller health authorities we have a mosaic of telephony infrastructure. The main factor in choosing PureConnect was that it is platform agnostic. It can communicate with multiple PBX's and route calls to multiple devices. We could install it without also having to rebuild our whole telephony infrastructure. Also, the concurrent license business model suited our department which includes a lot of casuals and has the agent installed on spare PC's for DR purposes.
I would still have gone with PureConnect, but rather than joining an existing instance within my organization, I would have created my own instance. We are the only unit that operates 24x7 and require high availability. The other business units don't mind if the servers are taken offline after hours to patching, or if network maintenance disrupts connectivity at 2 am.
- Third-party professional services
Genesys subcontracted I3 Vision. They are Canadian based and were extremely helpful. This is especially helpful as we are a government body and we cannot let our citizen's information be accessible under the US Patriot Act.
No
Change management was a big part of the implementation and was well-handled
I3 vision did a great job of planning both the technological change and (more importantly) the human change.
- we had to re-architect our existing instance of CIC. the primary and secondary CIC servers were geo-separated and local media servers were installed.
No
We have in house support.
No
it took some head scratching, but they were able to create a custom handler that would route critical calls to a group station ring if all agents were busy. That way any agent could immediately grab the call and their existing caller would be put on hold. This is beyond "front-of-the-line"
- The consult feature with the "Y" shows agents exactly who is live right now. it saves some embarrassing moments.
- The keyboard shortcuts for a transfer makes my operators' jobs so much easier.
- Searching in the directory if you do not know the exact wording. It only searches the exact phrase, not words within a phrase. If you get the first letter wrong, you're done.
July 11, 2018
Interaction Center brings a powerful and distributed architecture to communications for the enterprise
Here at Adapt, we both use thePureConnect product for our enterprise, but also are one of the biggest and long standing Value Added resellers of the product in the country. We use it here in our support call center, but deploy it every year to 20-30 new sites, as well as taking new clients who have been with other resellers or direct with Interactive Intelligence.
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.
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.
- The product always improves efficiency in call centers due to the strong ACD capabilities and reporting the product offers.
- Call center features like callbacks and surveys help ROI in a big way for call centers
- Unified messaging with fax, VM coming all into one's inbox are huge for impact on business users.
- Information management of contact lists, integration into outlook is great for efficiency.
- Workforce management applications like Optimizer help organizations schedule, manage and report on teams
- Dialer is an application used by many financial institutions for collections and other needs. A specialty product on the suite that gets lots of play.
Much better features than competing products, and better overall stability and support. Evidenced by being a smaller company that has risen fast in a crowded marketplace to be a solid and fierce competitor.
Cisco, a big competitor just does not have great call center capabilities. Also very tough to administrate and big learning curve.
Traditional PBX, even SIP based tend to be feature restricted. Like ShoreTel, as well as big players like Nortel/Avaya.
There are not many systems that do compare fully with PureConnect!
Cisco, a big competitor just does not have great call center capabilities. Also very tough to administrate and big learning curve.
Traditional PBX, even SIP based tend to be feature restricted. Like ShoreTel, as well as big players like Nortel/Avaya.
There are not many systems that do compare fully with PureConnect!
- Video calls
- Full ERP integration
100
Phone, email, communications overall.
75
programming and PC support, telecom
- Credit Unions
- Banking and financial
- Government
- Custom integration with business ERP
- Managed services monitoring remotely of site
- Custom banking applications with speech recognition