Genesys PureConnect

PureConnect is well suited for businesses that need a business interaction suite but are in the office and do not require the flexibility that the hosted cloud solution has to offer.

**updated as of 12/1/2021**

I can't say that I would generally recommend this platform any longer. Genesys has outsourced their support for the PureConnect application family to a 3rd party that has had significant difficulties in the transition. All of their sales are marketing efforts are geared towards their cloud offerings. They are ending their sale of non-subscription licensing for the platform as of Feb 2022 as well, which is unfortunate as all estimates we have for migrating to their subscription model (even with the licensing bundling they have done) would lead to an increase in the tco of the platform.

If you already have this platform, it's great. If you're shopping around, I think you have better options.

Genesys PureConnect is well suited for a vast variety of scenarios, but mostly using On-Premise with a roadmap to the Cloud. Also, it is good for interconnecting branch offices to headquarters. From the Contact center perspective, it is well suited for small groups (10 or so) and for big groups (more than 3000 agents), where you can connect different types of lines, E1/T1, SIP, etc.

I like [Genesys] PureConnect because it's stable and highly customizable. I've been able to create new queues and update older ones as the business has needed. Whenever the business comes up with an idea I have been able to find a way to create it for them.

Well suited for call handling and routing to support offsetting calls to back-up workgroups when volumes exceed what was originally predicted. Works very well when integrating an automated IVR too as this offsets the need for call handlers to manage basic inquiries when the Attendant can do this for us.

I have been working with the PureConnect platform since version 2.2. it has come a long way. I still recommend this over the Avaya's and Cisco's for easy of implementation, administration and training the organization on how to run the platform for themselves. Again with it being an all-in-one solution, the opportunities are endless

I think Genesys PureConnect is well suited for the contact center which supports internal support services, and I also feel that we have many more available options to work on, while exploring GCAP I learnt more technical details offered by Genesys. It's always good to take a complete package to explore full fledged features of any application offered by Genesys.

If you are looking for a solution that is robust and flexible, this one can accomplish those needs. For a small, simple "telephony system," this may be a bit overkill. The integrations are vast. The ability to inject key values into each interaction allows for greater data-mining across other business platforms.

Pure connect is well suited for small to large companies of few to many departments, requiring a phone engine. It is also suited for large contact centers that provide multi-channel/omni-channel support and services for their partners. For example, an outsourcer with 50 clients can easily handle thousands of phone numbers and routing profiles, all unique to the customer's needs.

The ability to add or remove workgroups is easily done and PureConnect is well suited to this. Reporting is too erratic - some are fantastic and some are of no use. But to get this report tailored to your needs is an additional cost even though it could be rolled out to all and a massive benefit to all PureConnect users.

Great for centrally managing services on a corporate WAN as compared to PureCloud, which is accessible from any internet based site. Good for faster deployment of contact centre services across lots of different clients as the multi-tenancy capabilities are good and lean to deploy. Great for fine tuning the configurations and integrations with OUR third party applications.

Pure Connect is the perfect phone system for any SM/MD/Large contact center. It's more than a standard PBX: It has a ton of built-in applications to help you achieve your business goals.

The Genesys PureConnect system gives exceptional call center features. This tool has everything in one place, it is very customizable to meet each specific need. System changes can be pushed along to each agent at the same time, while each person can still make some of their own customized views. The call routing is very powerful and extremely customized. The ivr infrastructure is very good to meet each business need.

As mentioned earlier, we have a lot of incoming requests from multiple verticals and Genesys PureConnect really allows us to handle these in a seamless manner. There are multiple systems internally and this acts as a bridge between them all, hence saving considerable resource time. Not very suitable if you want to use more than just rules-based chat.

Its well suited in Enterprise organizations where customer service is highly attended to. It is not so suitable for emergency rooms where 100% availability is a must and cherry-picking is needed.

Genesys is great for contact centers that have fairly basic requirements and/or want an all-in-one kind of solution.

The solution works well in our Contact Centre environment and in areas where there is direct customer contact.

PureConnect is well suited in Microsoft Environments (where other systems are also Windows-based) and large organizations. It's less suited for small startups or small companies as it is way expensive.

Call centers where customer service is done are well suited.

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.

CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.

I think that PureConnect is well suited for large, focused call centers due to ease of end user use and the general ease of configuration. With small custom organization 500 or less, it does not have the reporting methods needed out of the box and is difficult to create custom.

Excellent contact center capabilities.

It is very flexible and can be designed for your business' needs. The system can be very data-intense which is great when you are doing collection campaigns and best time to contact strategies based on payment history. It can get very expensive quickly as you customize. Every customization is added to your maintenance which people sometimes overlook. Unless you are developing everything onsite.

Genesys works great for our call centers for skills based routing, but sometimes is a bit overkill for Joe user just taking and making calls at the desktop.