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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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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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.
May 29, 2020
Fanboy for PureConnect
Score 9 out of 10
Vetted Review
Verified User
We use the PureConnect system to handle a range of needs for the Hospital and its employees. It ranges from pre-registration, insurance questions, making payments on bills. For the employee side we assist with pay roll issue, benefits questions, leave of absents. We have some self service IVR options where the patient can find out information on their account by following the options. The feedback is overwhelming positive as the patient feels empowered and can address most of their needs without talking to an agent
- PureConnect is a true, flexible, all-in-one out-of-the-box solution for your contact center needs
- With this being a true all-in-one it is a reduced cost of ownership vs other platforms on the market
- PureConnect seamlessly integrates with several CRM and WFM tools out of the box unlike other platforms on the market you need custom programing to hook in to these offerings
- Whitepapers, technical documents: there can be a more robust knowledge base with clearer documentation. We have found at time of implementation we hit a wall as the document is missing some items
- More robust out of the box reporting ( which i feel is coming with some of the webinars we have seen with the new analytics
- A way to rename users, wokgroups, schedules or other items on the fly. IE once you create something you have to remove it and start again as you can not rename an object in Interaction Administrator
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.
November 19, 2019
Top level view rather than deep dive
We are an outsourcer and use PureConnect predominantly for the voice channel for our contracted contact centre services.
- Robust and reliable enterprise telephony service.
- Ability to flex licensing up and down as our user profiles change.
- Future proofing of services through new digital channel integration, ease of cloud services integration and third party add-ons.
- Simple and easy to use agent user interface.
- Cost of the digital/AI based services are high relative to other cloud provided services.
- Hardware provisioning for PureConnect misaligns with cloud adopted technologies - it's not an evergreen architecture for us.
- PCI integration using a third party PCI provider is harder to implement than one would expect.
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 30, 2019
Great Customer Connect Product
We have a lot of calls coming from multiple people and Genesys PureConnect really allows us to route it to the right set of people. The cloud version with no downtime has been an absolute blessing. It was earlier being used as part of a department but now it is being implemented across the organization.
- Integration with existing platforms.
- No downtime on the cloud version
- Ease of use for supervisors and agents
- Failovers are easily triggered.
- Server turns slow when there are are a lot of use cases.
- Some level of customization for the buttons.
August 16, 2019
Basic Review
PureConnect is our contact centre solution. It allows us to manage customer interactions throughout our organisation. We are developing the strands of the product most beneficial to our business in our contact centre environment, with a view to rolling it out to other touch-points in our customer journey.
- Blended interaction type routing (emails & calls)
- Skills based routing
- User development of tailored solutions
- Real-Time views.
- Work-Force management tools
- Reporting & MI
August 06, 2019
Genesys, All Software, One Vendor
We at Gulf Contact Centers started with Interactive Intelligence Customer Interaction Center CIC 3.0 in 2010. We're a call center outsourcing company offering outsourcing services in the State Of Kuwait. Until today, we have served more than 50 clients using the same CIC Setup which was upgraded to PureConnect in March 2018. PureConnect is used for both for our call center outsourcing services to our clients and for enterprise communication using Polycom desk phones. Though PureConnect is not designed for enterprise communication, it serves basic communication needs. Using PureConnect, we offer both inbound, outbound (using Dialer), IVR services, etc.. To some extent, it serves our multi-tenant needs as well.
- Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
- One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
- Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
- Abandoned Call Management: There's no report/module available to return/respond to abandoned calls. We sign with our clients that we'll return abandoned calls within one hour. But we can't get any report from PureConnect to prove it.
- While on Calls, Agents should be able to see waiting calls so that they can hang up the running call ASAP and respond to the waiting one to keep the abandoned rate low.
- Flowout calls need to be removed as they cause total entered calls to be confusing.
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.
August 06, 2019
WFM review of PureConnect
It is being used across the organization, however we do still have areas that have not converted. We are able to use both the client based product and the web base product, dependent on CRM used in different areas.
- End user friendly
- Ease of configuration
- Custom routing
- Multiple platform use
- Dashboard integration
- WFM software integration
- Stability
July 30, 2019
Genesys PureConnect Feedback
It is used enterprise wide. We have 2 contact centers who are our heavy users: 1) Front-end loan origination and client relations 2) customer service and collections. It allows us to get the interactions to the correct place/people in an effective manner along with allows us to target certain agent groups through bulls-eye routing.
- Provides flexibility to design interaction flows that work for your business model/challenges.
- Provides redundancy and high availability with backup server.
- Allows for features to be limited to certain users or user groups via security.
- Licensing can be challenging and very expensive.
- Client templates are hard to administer and are built very different than the rest of the functionality.
- Web desktop has been slow to come along and include all the features.
- Optimizer is very sub-par product.
July 30, 2019
Great Product sometimes pricey licensing
We initially began using the Genesys product when it was Interactive Intelligence. We purchased it for our call centers but now use it across the whole business.
- Robust Reporting
- Provides Recordings and allows for QA
- Skills based routing
- Licensing can be confusing
- Price point is high when trying to get upgrades approved
- Sometimes feel like the push to cloud is a bit aggressive
July 27, 2019
Flexible PureConnect for Call Centers
Genesys PureConnect is used by the call center portion of our business and the staff that support the call center.
- Gets the call to the right agent (properly skilled and trained).
- Open sourced and extremely flexible to meet the unique needs of our business.
- Multiple tools available for call-center management and support.
- Support for the product is slowly moving toward PureCloud which is the future.
PureConnect is used by multiple departments within the county as the primary contact center point for inbound and outbound calls, emails, and messages. PureConnect cuts out the requirement for multiple people having to continuously monitor our calls and messages. PureConnect also makes it easier to provide the best customer service 100% of the time by always being there and available to route calls or messages to the appropriate person or department.
- Pureconnect is highly customizable. The system has so many features that can easily be adjusted or set to accommodate the needs of each business or department and can be changed at any time by the administrator(s).
- PureConnect is capable of being the primary contact point for multiple departments within a business. For example, our business is made up of several departments within one building. Pureconnect has the capability of routing the customer to the correct department and to the right person within that department based on their specific needs.
- PureConnect has an excellent customer service department. If ever you find yourself needing guidance or assistance with this program, their customer service will be right there able and willing to help as needed.
- We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
- PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
- The system does seem to get bogged down when it is trying to handle several cases at once.
July 05, 2019
The real life saving solution!
Score 10 out of 10
Vetted Review
Verified User
In Oriflame Cosmetics we use Genesys PureConnect in 40 countries and soon we are going to implement it in more markets. It's the best solution to deal with our customers in the Contact Center and provides the best and fastest service possible.
- It saves a lot of time by having everything in one app.
- It makes work easier for our agents.
- It allows us to monitor results in all markets very easily.
- In the web client, there isn't a way to look at an email without answering it.
June 27, 2019
Improving with Genesys.
We are using Pure Connect in our contact center. The main users of this application are the contact center but some of our other business units in the organization are using components of Pure Connect. Reporting was a big concern as we were trying to amalgamate different info from different systems. Using Pure Connect allows us to use one data source and the information is more reliable coming from an All in One solution.
- Administration of system is easier.
- User-friendly interface for user and administrators.
- The system integrations are more reliable.
- Reports are using old format of PSTN lines and not taking into account MULTIPLE PRI lines which are giving inaccurate data.
- Web apps need improvement and more customization.
- Siebel connector needs improvement with customizing user needs.
June 24, 2019
Genesys PureConnect
We use the Genesys PureConnect system for our contact center to provide ACD routing of customer calls. We also utilize the Interaction Process Automation feature to enhance our internal processes and streamline our daily work. With the Genesys PureConnect system, we are able to intelligently route customer calls to the most skilled agents, this provides the best possible experience for the customer and the agent.
- Intelligently routes customer calls to the most experienced agents.
- Interaction Process Automation allows us to streamline business processes and manage the work.
- Call recording allows us to perform quality assurance on our agents to ensure they are handling the customer the best way possible.
- Ability to write custom handlers to extend the out-of-the-box functionality allows us to increase efficiency of handling business processes.
- None, this product does everything we need it to do and so much more!
June 07, 2019
PureConnect makes you grow
We use the Genesys PureConnect for calls, email, IVR, recording, and dialer. It is used across the whole organization, for the agents and staff. The dialer offers us a lot of customization; we also use the Handler for more customization to meet our clients' requirements.
- The Dialer is really powerful, we are able to keep the idle time really low
- The Handler offer tons of possibility to customize the client experience
- The administration portion is clear and easy to use
- The dialer config is stored in XML and the CIC in Registry. It would be nice to have them in SQL for reporting purposes.
- ICBM should be ported to the web like interaction connect.
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).
Distributed architecture, platform handling massive amount of interactions. Used within several departments & sites across the organization. Including intelligent routing of voice, email interactions & outbound campaigning. Currently ongoing major integration with Salesforce CRM. Seamlessly integrated with self services IVR & SMS platform powered by Aspect CXP and Nuance ASR products,
B2B, B2C, HR & Service Ops users.
B2B, B2C, HR & Service Ops users.
- Seamless interaction processing, highly configurable & complex intelligent routing of huge call volumes.
- Distributed platform architecture in a cloud - always operating within very high SLA.
- Reasonable API integration with other third party products such as Salesforce, Aspect, Nice, Nuance & more.
- Great genuine support & professional services offering solutions and customizations.
- Limited real time and WFM out of the box capabilities required additional customization and integration with third part products to meet the business operations.
- Somehow complicated licensing model limits the transparency on the actual usage in real time.
- Great dependency on Genesys engineering and development teams due to the restricted access to the distributed architectural components in the cloud.
- Web RTC capabilities are still lagging behind.
PureConnect has proven to be the right choice for our company in bringing together functionality that typically exists on multiple platforms and doesn't play well together. Moving off of our Avaya PBX in 2018 has positioned us to exploit the latest communication technologies. Once limited by our platform, using PureConnect has provided us so many options that our limitations today are tied directly to our own creativity: if we can dream it, PureConnect's features and open architecture allows us to do it. Out of the box with no real strategy changes, our contact center found itself much more efficient. Over the past year, as we have started introducing Omni-channel strategies, self-service IVR, real-time analytics, smarter call routing, etc., we are learning just how much more can be achieved-- and we're just scratching the surface. Integration with our in-house developed contact compliance system looked to be a large undertaking: 100% of all outbound calls are not permitted to launch until PureConnect receives permission from the compliance system. The system tracks historical call data and manages business rules based on client and regulatory requirements. Using handlers and the IceLib API made this project much easier than we had anticipated. One of our best investments was the training and certification of our software developers. I love the fact that Genesys invests as much as it does in R&D. I am confident that Genesys will continue to be an innovator in the communications space and will continue to support PureConnect. The largest frustration for our company is that Genesys is growing so quickly that they appear to often have trouble handling inquiries about new functionality: their marketing team does a fantastic job wetting our appetite; however, to receive additional information or schedule demonstrations (ex. "Build-a-bot workshop), it can take a lot of follow up/escalation. Would I recommend PureConnect to others? I already have.
- PureConnect is a single platform; therefore, everything works well together. With other solutions, we have experienced communication challenges between our core phone system and predictive dialer, our call recording solutions, our speech analytics solution, etc. With PureConnect, those issues are 100% solved.
- We often like pushing things to the limits. We have experience writing custom software solutions with Avaya and Asterisk (FreePBX). Using PureConnect's handlers and IceLib API has been a total game changer: we have gone from taking an R&D approach trying to find a way to do something to having multiple solutions available to us to accomplish our goals. The design, training programs, and documentation have been very well received by our software development team.
- Blending multiple communication channels and being designed to accommodate whatever is coming next has addressed our current needs and has given us confidence that PureConnect will continue to serve consumers in the future.
- WFM does not handle both inbound and outbound. It's the one component that needs to be provided by a third party.
- There is not enough sales support to handle requests regarding new functionality. To get basic information and/or demonstrations can take time and effort.
- Tracking changes would be a good feature to add (perhaps with rollback functionality).
March 22, 2019
Genesys PureConnect (my overview)
Across all of Atos RTS. We have offices in Clovis, NM; Fargo, ND; Chengdu, China; Monterrey, MX; and Manila, Philippines. We use to as our VoIP solution.
- We've used the product prior to Genesys when it was called I3 and owned by Interaction Intelligence. ICBM is a strong component to the Telephony platform with its seamless monitoring inbound/outbound phones calls.
- The ICBM application also allows for the creation of quality assurance surveys that can be customized by the end user. ICBM also gives the ability to search and retrieve call recordings.
- The customization aspect via handlers is also a strength whereas my team has the ability to create modifications within the system to change the way calls are handled, change the IVR actions, etc.
- The Genesys technical support teams do a fantastic job at providing the support needed to resolve a large variety of issues/concerns that are encountered. Typically the team does a great job of keeping the consumer in the loop when tickets/incidents are raised.
- The Testlab site for validating products that work on the platform and also Windows Updates that have been tested is fantastic! This really helps out with teams that handle multiple facets of IT rather than just one aspect of it and it makes WSUS and Windows Update-related patching an absolute breeze because seldom does the uncertainty lie in whether or not a particular update will break operations on the platform.
- The licensing aspect of Genesys can be overwhelming from the perspective of someone taking charge of the process for the first time. The portal does a great job of showing bundled licensing, however, the support teams sometimes tend to fall short providing proper clarifications if any confusion is encountered whether it be with the licensing process, or with a particular licensing-related question. Typically, the licensing support team does pretty well, however, there are times where the issue or question needs to be restated in order to get a proper detailed answer to proceed.
- While the knowledgebase has greatly improved over the years, the community site forums still tend to present some struggles, specifically with keyword searches. While I realize it's difficult to really fully finetune community-based knowledge, it would be nice to see an indication of which particular posts actually include a valid resolution and which do not. I feel this would improve the quality of the overall community-driven self-support aspect/facets of the product.
- The biggest fall short aspect is the media servers. Specifically, that the support requirement is that they are to be physical servers rather than virtual ones. From a technical standpoint, this makes sense, however, from a business/cost savings standpoint, for a company wanting to move to SaaS or any virtualization, there will be support-boundaries herein that the media servers will always need to be on physical hardware.
February 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 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.