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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- No setup fee
For the latest information on pricing, visithttps://www.genesys.com/platform/pureco…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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…
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- 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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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).
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(216)Attribute Ratings
Reviews
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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!
84.44444444444444%
8.4
90%
9.0
N/A
N/A
N/A
N/A
- It has improved our ability to support our customers.
- It has improved agent satisfaction.
I was not involved in the purchase of Genesys PureConnect, so I do not have anything to compare it to. I have been using the product for over 5 years and so far haven't hit any shortcomings within the product.
- Enhanced IVR to provide self service to the customer.
- Web chat to allow customers different ways of engaging our agents.
- Ability to have the customer contact our agents via SMS messages.
250
Customer Service
3
We have 2 day to day administrators to keep up with adding/removing agents and handle all agent support needs. We have 1 main administrator who ensures the Genesys PureConnect system has zero down time and does all of our development work.
- Ability to customize to meet business needs.
- Process Automation helps reduce work time for escalated issues.
- IVR allows us to help customers as quickly as possible.
- Ability to recognize store phone numbers and route those with higher priority and to a specialized team of agents.
- Integrates with the Oracle Service Cloud to provide agents with custom screen pops.
- Dynamic routing of emails using Handlers to decrease response time on escalated issues.
Yes
A PBX based telephony solution that was archaic and provided no logical ACD routing of incoming calls.
- Price
- Product Features
- Product Usability
- Product Reputation
- Analyst Reports
Product Features that were out of the box gave us plenty of tools to meet business needs.
Looking at more products and vendors to make sure we are making the best decision for the contact center.
No
Change management was minimal
We didn't really need to use change management as the system it was replacing was old and everyone was on board with replacing it with the Genesys PureConnect system.
- None
- Online training
- In-person training
- Self-taught
Some areas of the product are intuitive and easy to learn but I would definitely recommend getting training on Handlers and IceLib.
Take the Handlers and IceLib training classes to be able to fully customize the product for your needs. Being certified in Interaction Process Automation allows for automating business processes to improve efficiency and allows work to be sent to more than just the contact center agents. This has allowed us to automate the sending of information to accounting and our refunds/returns department to handle customer refunds/returns/exchanges much faster.
No - we have not done any customization to the interface
Yes - we have added extensive custom code
Creating custom functionality using Handlers and IceLib applications is easy and straightforward.
Nothing to not here.
No
As the main administrator with a lot of experience with the product, we typically can solve most of our issues without contacting Genesys support.
Yes
Yes, we have found several bugs over the years and Genesys has always provided patches to fix these in a timely manner.
When our entire system went down a few years ago, the Genesys support team immediately helped fix the issue despite it being extremely early in the morning. They always have someone to answer a code red call when it happens.
- IVR management is straightforward.
- Setting up new queues.
- Managing new users.
- None
- Oracle Service Cloud
Easy to integrate, out of the box solution with a easy to use interface to perform custom screen pops.
- Calabrio
Yes, Calabrio supports this integration.
- File import/export
- API (e.g. SOAP or REST)
- Javascript widgets
Make sure you have a good project manager to ensure everything works and is put into production in a timely manner.
I was not a part of this part of the negotiation.
Do not only focus on one vendor, but look at other companies who offer similar solutions to ensure you are getting the correct product at the correct price.
Yes
Upgrades are typically simple processes and do not require much down time.
- Staying on a current release to ensure we get all the necessary patches.
- Improved chat platform
- Improved Chat Platform
- Social monitoring.
No
No
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.
94.54545454545455%
9.5
96.66666666666666%
9.7
N/A
N/A
N/A
N/A
- We can replace our 3rd party web chat with the platform integrated one
- We can use the integrated survey system to replace the 3rd party one we use now
300
Collection Agents, Team leaders, Back Office, developers, technical support, directors, pa’s.
Basically all within the company.
1
A trains and certified technician is preferred to support a VAR.
When you’re a direct customer you’re required to have 2 certified FTE engineers and preferred to have 1 certified developer
For dialler a separate certificate is required but this can be one of the engineers.
- Outbound dialling of campaigns with segmentation of targetes by campaign types, time of day and period of the week and month.
- Inbound call handling. The system is used in a blended way, therefore call volumes on inbound queues will throttle the outbound campaigns.
- Secure automated payments using the integrated solution will reduce per payment cost that other solutions have and is majorly less expensive then 3rd party solutions.
- Integrated with the Latitude debt collection platform (also Genesys owned) and the ability of linking diallers scripting directly with Latitude accounts.
- Originally we were looking for a 3rd party secure payment option to get PCI DSS compliant when we found out that there was an integrated solution available.
No
We are using the system for over 18 years and it’s very stable and feature rich, no need to look at anything else.
- Product Features
- Prior Experience with the Product
- Analyst Reports
Most importantly is stability and low outage rates.
We are sure we used the right process 18 years ago. The fact that we are today still using the platform is proof of that.
- Implemented in-house
Original the system was installed by a reseller which no longer exists . We Used their expertise and support. These days we have support from a new reseller (Acrinax) who provides us with first class support and assist with additional projects and development when required.
Yes
We installed the new system and then moved team by team onto the new platform what took about a week.
Now, 18 years later, we have three different sites, our servers, telecom end-points and media processing equipment are in a data-centre connected by dual MPLS links.
Change management was a small part of the implementation and was well-handled
That testing is a very important part of a new implementation to ensure all functionality is working.
- The diallers agent interface was new and required some adjusting.
- Implementing upgrades requires the same amount of testing to ensure that things don’t break in between versions.
- Online training
- In-person training
- Self-taught
I would not recommend self training since the product is quite feature rich and the documentation is not always going into the level of detail that is required to understand the features.
I’ve followed the basic training courses for the core product and dialler as well handlers, what provided me with the right level of knowledge to keep up with the introduction of new features and technological changes in the product.
There is a large community platform where you can discuss challenges you have, there are user events and with the right reseller (ours is called Acrinax) you can be using other company experiences and expertises on implementations on features of the product without having to invent the wheel again.
Some - we have done small customizations to the interface
Quite easy and now the user interfaces are quite flexible in layout which reduces the need for modifications.
Yes - we have added extensive custom code
We use a custom written script for our dialler with integrated secure IVR to take payments and be PCI DSS compliant.
We’re looking into customising the webchat to a more corporate look and feel.
Yes
We have reported several bugs and many were addressed quickly or were already addressed. Others are still pending. The higher value a business case you can add to a bug the sooner it’s picked up
We just upgraded to 2016 R2 and had major issues getting the dialler to work properly when they offered one of their support engineers to attend on-site and assist to resolve our issues. This was very helpful to us.
- Consult transfers, looking up colleagues and see their availability.
- Listen in or to recordings and scoring call recordings which helps agents to get training in their weak areas and to ensure company wide quality.
- Moving agents across campaigns in- or out-bound.
- Implementing the right dialler rules can be a little tricky without the appropriate skills and experience.
- We use Latitude debt collection (also owned by Genesys)
- Integrated with our Card Payment System
Our dialler depends on the integration for outbound calls. The integration has evolved over time and became more complex and was recently revised and simplified.
- We’re not looking at integration with other platforms in near future
Not applicable.
- API (e.g. SOAP or REST)
We use SOAP for our Card Payment System integration.
Do the due diligence right at the beginning and sign of with the requester on the requirements before starting the work on the integration so there is a correct expectation of what will be delivered.
We use a reseller and all that was done by them. We’re quite happy with the proposal and the pricing.
Use a well rated reseller to take the pain off dealing directly with the Vendor since they have done it before and know what to look out for.
Yes
We actually found a bug when upgrading so it was slightly delayed but overall the upgrade did go well except from some hardware issues that were not related to the product.
- Fixing some long outstanding bugs that caused dialler issues.
- Ability to use newer phones
- Enable the use of secure IVR
- Use of newest phones
- Bug fixes (stability)
- Use of latest features in agent application.
No
N / A
No
We always had a paid licensed system.