Could have been great, but...
It is being used by our Customer Care division as our contact center solution. It serves as our omni-channel solution and is utilized for …
Overview
What is Genesys PureConnect (discontinued)?
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged…
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Warm transfer (57)8.383%
- Call forwarding (56)7.777%
- Call tracking (55)7.777%
- Agent dashboard (55)6.767%
Pricing
N/A
Unavailable
What is Genesys PureConnect (discontinued)?
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to…
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.genesys.com/platform/pureco…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
3 people also want pricing
Alternatives Pricing
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
What is Amazon Connect?
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…
Features
Return to navigation
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Genesys PureConnect (discontinued)?
Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications. While PureConnect is still available to use until 2025, visitors exploring Genesys solutions are encouraged to investigate Genesys Cloud CX, the company's newest evolution of their customer communication solutions.
Genesys PureConnect (discontinued) Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Genesys PureConnect (discontinued) Screenshots
Genesys PureConnect (discontinued) Videos
EMS, Inc. Harnesses the Cloud to Meet Diverse Client Needs
Yahoo Japan Elevates the Customer Experience with an All-in-one Cloud Engagement Solution
Genesys PureConnect (discontinued) Competitors
- Avaya IP Office
- Cisco
- inContact
Genesys PureConnect (discontinued) Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows |
| Mobile Application | iPad Supervisor |
Genesys PureConnect (discontinued) Downloadables
Frequently Asked Questions
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.
Avaya IP Office are common alternatives for Genesys PureConnect (discontinued).
Reviewers rate Multichannel integration highest, with a score of 9.
The most common users of Genesys PureConnect (discontinued) are from Enterprises (1,001+ employees).
Comparisons
Compare with
Reviews and Ratings
(216)Attribute Ratings
Reviews
(1-25 of 43)Companies can't remove reviews or game the system. Here's why
March 29, 2023
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 voice, chat, outbound dialing and SMS. It also serves as our WFM and Quality solution; allowing our staff to manage the contact center within a single solution.
- Call Routing
- SMS
- The outbound dialing/SMS functionality can be difficult to utilize coming from flat files
- Chat needs to have native language processing to improve both agent and customer experience
December 17, 2021
Amazing on-premise or hosted solution
We used Genesys PureConnect before migrating to Genesys Cloud. On PureConnect we hosted our business telephone system in multiple data centers and handled interactions including voice, callbacks, voicemail, chat and email queuing.
- Voice calls
- Live chat
- Fax queuing
- Email queuing
- Ease of use (backend)
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.
Score 8 out of 10
Vetted Review
Verified User
We are using PureConnect as the hub of our connectivity with our students. It serves as our phone system, as well as our contact center solution. From basic connectivity to API calls and database dips for various business needs, PureConnect appears to be able to handle most everything we throw at it. It's helpful with process integration from a user perspective, as well as the customer.
- The flexibility of Genesys PureConnect, supported by SDKs and APIs is what makes this solution stand out for me.
- As we've improved our back-end processes regarding how we classify, prioritize, and handle our contact records, our campaigns have been more successful via the dialer system.
- The ability to add additional attributes/key values to these interactions has allowed us to gain knowledge we have used to create more personal experiences.
- The Attendant application allows us to do many things with our calls, from a data perspective as well as providing the best service possible.
- The customization capabilities lead to complexity. Troubleshooting can be tedious at times.
- The support model could be improved, when compared to other contact center platforms.
- Out-of-box reporting is lacking, so larger contact centers will need additional apps to gain knowledge from the data.
- Some key values within the data cannot be easily related, in order to create reports that can drill down from a high level to a granular data point.
January 22, 2020
Full Control with PureConnect
PureConnect is our sole contact center engine for the routing of inbound and outbound emails, chats and phone calls. We use it for our call center and for 100% of our business users, inside and outside our organization. The PureConnect platform enables our organization to maintain full control of our contact center while enhancing our product offerings over our competitors.
- Ease of use of the PureConnect systems, from an Administrator experience to our Supervisor tools and end-user Desktop platform. All of these offerings are extremely “feature rich” which provides high customization, real-time awareness and enables us to deliver a silky interface to our end-users.
- At EMS, since we provide contact center outsourcing, our environment doesn’t operate as a single company with multiple departments, but rather as numerous companies with multiple departments under one roof, each with their own unique contact center preferences delivered with precision through EMS and Genesys.
- At present we are managing roughly 500 phone numbers, 400 workgroups, 200 Inbound Call Profiles, 200 users and 50 roles with PureConnect.
- We are a CaaS Local Control customer, meaning that our voice traffic stays onsite at EMS, but we leverage PureConnect cloud servers in a geo-redundant environment to route our interactions.
- EMS Provides support and services via Voice, Email and Chat with the ability to also turn-up SMS. With the Genesys system we are confidently able to achieve all of this with a single FT dedicated EMS Genesys Administrator.
- The Genesys sales and support engineers are the best in the business.
- Any ideas or questions that need addressed are quickly and accurately addressed with a phone call or email to our Customer Success Manager, Service Delivery Manager or Support Team. The support we receive feels genuine and the demonstrated sense of urgency is not based upon the number of seats we occupy.
- The Genesys PureConnect platform is highly customizable and we have yet to truly run into any roadblocks with system configuration and feature sets. We are only limited to our own creativity.
- Reporting. Why can't I get individual interaction details from cradle to grave? Most importantly on "abandoned" interactions. PureConnect sums and averages all of your interaction data by half hour intervals and therefore dumps the individual line by line data. We want to know if someone abandons a queue, what date/time they called, their number, wait duration(s) before disconnect, workgroup and etc. This just makes no sense in comparison to the competition. The rest of the canned reporting is useful and works well.
October 24, 2019
Genesys PureConnect Review
Genesys PureConnect - CIC is used by the whole company. It is our phone system. All calls are routed and answered in the PureConnect system, ACD calls are routed via the system. It addresses all of our phone needs; it is the way our company interacts with our customers via phone. We are leveraging PureConnect for calls, and voicemails.
- PureConnect seamlessly connect to [our] CRM, with no issues
- Their vast IVR routes call to the proper agents based on our needs, and the way we want it set up, very easily.
- The actual layout for each agent can be customized for each person, and at the same time have the standard view that we want
- They are constantly evolving and update the product to meet user and market demands
- Very good in monitoring and listening to calls
- The out of box reports aren't that good, they need more flexible to pull the data the way you want it
- The management and supervisory functions can use a little more customizations, than just out of the box
September 16, 2019
Loyal CIC advocate
We use it as a call center solution for our customer. Conduent is a BPO where you can outsource, for example, your customer service
- Intelligent call routing
- Stable inbound/ outbound telephony
- All in one suite
- All in one suite should have CRM functionality
- More flexibility in call data.
August 27, 2019
Great on the surface
We use PureConnect as our enterprise PBX and also for our support contact center. It enables us to work remotely (we are a virtual company) and route calls.
- It's easy to customize.
- It's easy to integrate.
- PureConnect has a great UI.
- Reporting is terrible -- canned reports, as well as the available report data in the database for custom reporting.
- It's missing popular features like scheduled callbacks, a more robust dashboard (e.g. how many calls in queue vs. callbacks in the queue), and the ability to change names.
- The WFM lacks features found in many other WFM solutions. Customers who transition from something else to Optimizer usually regret it.
August 06, 2019
Genesys plus low code equals happy agents and customers
Our organization integrates within PureConnect to produce all the data and a case management solution for the caller. Integration between the platforms allows our solution to pull up the caller's account information and present a summary of that caller's account and interaction with the organization. From there we can create a case that is contextual.
- Manage inbound calls.
- Record metrics.
- Integrate with solutions.
- User interface is old
- Performance
- Unintuitive
August 06, 2019
Highly customizable, easy to use, easy to implement.
Score 10 out of 10
Vetted Review
Verified User
Certified Languages International (CLI) utilizes Pureconnect (CIC) to support and facilitate our Over the Phone Interpretation (OPI) services and support our Video Real-time Interpretation (VRI) services. CIC's ease of customization and management allows us to customize our voice systems to suit our business needs instead of modifying the business to meet our phone system. CIC is at the very core of our entire business model. It touches every aspect of our day to day operations. CIC faces both the internal employees and our customers and contract interpreters.
We use it to log on and log off our OPI interpreters, keep track of interpretation sessions, collect billing data, and facilitate the communications between our customers and our deep bench of interpreters. We leverage SOAP and custom objects in CIC to track our VRI interpreters as well.
We utilize ACD for call distribution to our Customer Service Representatives (CSR)s and Optimizer added to CIC to handle scheduling volumes for the same giving our customers a high degree of satisfaction. The deep integration with Structured Query Language (SQL) databases allows us to customize our data for billing and reports with off the shelf tools, saving us both time and money.
The ingrained ease of programming and modification allows us to quickly customize our product offerings to meet our customer's needs and expectations. We have added products ranging from complete SIP to SIP data interchange for billing information, language selection and customized customer info to customized Auto Attendant menus that are data-driven vs. hand-built solutions.
Self-serve customer options via IWP and scheduled reports allow us to provide data access to specific types of queries and recordings for use by the customer without bogging down our staff with requests allowing them to be more productive in day to day operations. The wonderful thing about CIC is how complete, easy to use, and robust the platform is. Honestly, it outshines the Myriad other platforms we could have went down the wrong path with.
We use it to log on and log off our OPI interpreters, keep track of interpretation sessions, collect billing data, and facilitate the communications between our customers and our deep bench of interpreters. We leverage SOAP and custom objects in CIC to track our VRI interpreters as well.
We utilize ACD for call distribution to our Customer Service Representatives (CSR)s and Optimizer added to CIC to handle scheduling volumes for the same giving our customers a high degree of satisfaction. The deep integration with Structured Query Language (SQL) databases allows us to customize our data for billing and reports with off the shelf tools, saving us both time and money.
The ingrained ease of programming and modification allows us to quickly customize our product offerings to meet our customer's needs and expectations. We have added products ranging from complete SIP to SIP data interchange for billing information, language selection and customized customer info to customized Auto Attendant menus that are data-driven vs. hand-built solutions.
Self-serve customer options via IWP and scheduled reports allow us to provide data access to specific types of queries and recordings for use by the customer without bogging down our staff with requests allowing them to be more productive in day to day operations. The wonderful thing about CIC is how complete, easy to use, and robust the platform is. Honestly, it outshines the Myriad other platforms we could have went down the wrong path with.
- Automated call distribution.
- Data integration and reporting.
- Real time monitoring of users, Lines, Line Queues, and subsystems.
- Easy to use programming interface and tools for customization.
- Easy to understand strait forward documentation with examples.
- Homogeneous System Setup and administrative tools.
- Switch over!!!!, an Active-Active Server configuration vs. the current active-passive (Primary/Secondary) is outdated given the state of the industry. Allowing for multiple CIC servers, Primary, and multiple secondaries would be ideal! Multi-site is a bit clunky and not engineering/administratively friendly or even full-featured.
- Out of the box robust Bulls Eye routing.
- Expansion of the IceLib to more areas of the system with deeper hooks.
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
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 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
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.
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).
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).
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.
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, 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.
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 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.