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Genesys PureConnect (discontinued)

Genesys PureConnect (discontinued)

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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Recent Reviews

PureConnect Feedback

8 out of 10
August 19, 2020
We are currently using Genesys PureConnect within several areas of the business. Genesys PureConnect is currently being used to support …
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GENErations SYStemed

9 out of 10
May 19, 2020
Incentivized
I was in a Customer handling role in the last 5 years and it's been a year since I moved to the Administration team, working with Genesys …
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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

View all 22 features
  • Warm transfer (57)
    8.3
    83%
  • Call forwarding (56)
    7.7
    77%
  • Call tracking (55)
    7.7
    77%
  • Agent dashboard (55)
    6.7
    67%
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Pricing

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Genesys PureConnect (discontinued)

Genesys PureConnect (discontinued)

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

Genesys Cloud CX

Genesys Cloud CX

$75
per month
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.

Amazon Connect

Amazon Connect

Free
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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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

7.9
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

5.5
Avg 8.3
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Product Details

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

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

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

Genesys PureConnect (discontinued) Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationiPad 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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Comparisons

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Reviews and Ratings

(216)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
December 01, 2021

Genesys PureConnect Review

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
**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.
Most Important Features
  • Webservice integration and customizations via handlers
  • Ease of use of the client applications
  • Platform stability
Genesys PureConnect (discontinued) Feature Ratings
Contact Center Software (13)
75.38461538461539%
7.5
Agent dashboard
30%
3.0
Validate callers
70%
7.0
Outbound response
80%
8.0
Call forwarding
80%
8.0
Click-to-call (CTC)
40%
4.0
Warm transfer
80%
8.0
Predictive dialing
80%
8.0
Interactive voice response
90%
9.0
REST APIs
100%
10.0
Call scripts
80%
8.0
Call tracking
90%
9.0
Multichannel integration
80%
8.0
CRM software integration
80%
8.0
Workforce Optimization (WFO) (9)
76.66666666666667%
7.7
Inbound call routing
90%
9.0
Omnichannel inbound routing
90%
9.0
Recording
90%
9.0
Quality management
60%
6.0
Call analytics
80%
8.0
Historical reporting
70%
7.0
Live reporting
90%
9.0
Customer surveys
60%
6.0
Customer interaction analytics
60%
6.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • The initial setup of the platform and deployment had a negative impact, as Interactive Intelligence sales oversold licenses and poorly designed the system with things like redundant imonitor servers and redundant storage servers that cannot properly be leveraged.
Alternatives Considered
You cannot compare PureConnect to the Nortel 11C that I used to support. They are completely different animals. In regard to the ShoreTel system that I supported, PureConnect was considerably more mature with vastly superior support, documentation and functionality.
Other Software Used
Users and Roles
1800
Contact center agents, supervisors and business analysts.
Support Headcount Required
3
We have one dedicated support person over the infrastructure and environment. We can achieve this because we only use Genesys PureConnect for the contact center engine and all of the telephony endpoints are through other systems (Cisco, Avaya, etc). We also farm out move/add/changes to our agencies themselves as the granular security allows for a lot of administrative flexibility.
Business Processes Supported
  • Inbound contact center traffic
  • IVR self service
  • Reporting and analysis of historical interactions.
  • Workforce utilization and activity monitoring.
Innovative Uses
  • Self Service IVR payments
  • Replacing a legacy self service system that relied on a mainframe
Future Planned Uses
  • Broaden contact channels by adding an SMS broker
  • expanding existing contact channels to further agencies
  • additional integrations to bolster self service offerings.
Likelihood to Renew
8
The products and platforms are stable and development seems to be headed in a clear and consistent direction at this point. The reason this is an 8 out of 10 instead of a 10 out of 10 is the account management turmoil. A revolving door of account management, being forced off of Genesys to a partner for purchasing and a rather rocky transition from the web portal to Genesys branded offerings.
Products Replaced
Yes
We replaced (and are still in the process) of replacing Avaya contact center infrastructure. Genesys (Interactive Intelligence still owned CIC at the time) was selected as they won the competitive bid to replace the aging infrastructure. They met all of the bid requirements and were out of the other options available (renewing legacy Avaya support, Cisco, etc).
Key Differentiators
  • Price
  • Product Features
  • Product Usability
This was a competitive bid scenario. Price and features were the most important features together, as they are ultimately the deciding factors.
Evaluation Lessons Learned
We have a standard process for accepting and submitting request for purchases for competitive bids. In the current market with the current trends, we would also look at pricing for services offered in a subscription model as well.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
Yes
For the second production environment we stood up, as the customer was transitioning off of a legacy system that was functioning in place, we fully stood up their new production servers, completed all of the needed network configuration, installed all applications and configured for base testing, migrated all of the users programming from the UAT environment and completed another UAT cycle in the new production environment (which was a nice luxury to have) before a full go live.
Change Management Lessons
Change management was minimal
The way that this was implemented, change management was truly only concerned with the steps that were taken to integrate the platform into existing systems like the PBX we are trunked to, web service integrations, etc rather than the over-arching process which fell more under the scope of project management and the specific contact center project.
Implementation Issues
  • Determining what features were critical enough to host them in our backup location (balancing the expense vs the value add)
  • Working with a 3rd party doing a PSO design implementation for the customer's IVR while we were building the environment internally.
Implementation Rating
9
ICCE certification and training may look expensive, but it is much less than the cost to have a PSO organization come on site and configure your environment. Am I saying that someone with no experience with PureConnect can go through training and then come back and set up their first fully fledged enterprise production environment? Maybe, maybe not, but someone with PureConnect experience (say ICCS) could likely set up a DEV/UAT environment for you and handle your upgrades afterwards. The whole process sounds much scarier than it actually is.
Training Types Used
  • Online training
  • In-person training
In-Person Training
10
The in person training and Genesys HQ in Indianapolis (admittedly, this was under the Interactive Intelligence name) was fantastic. The pacing was great even for a mixed experience class. The instructors were also SMEs which clearly showed through their instruction. I will caveat this saying that some of the training was expensive, but in the end it was worth it.
Online Training
7
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
Support Rating
8
The tiered support time is often good (not always quick) about finding the problem, but when it comes to getting a solution, if the problem requires an SCR it can often seem like a lifetime to get your resolution. I understand that this is not something that will only be found with PureConnect, but I have simple bug SCRs that have been sitting approved but unworked for over a year with no sign of implementation.
Premium Support
Not Available
Bug Resolution
Yes
Genesys has a process for bug reporting and tracking through their SCR tracker/search tool. Some of the critical bugs, such as the .NET framework security changes in 2017 that resulted in bytestream read failures. Other, ancillary but simple fixes seem to sit on the back burner for an eternity.
Exceptional Examples of Genesys PureConnect (discontinued) Support
Most recently, we migrated one of our callcenters IVR webservice integration from SOAP to REST. The version we were running on had support for REST, but did not, apparently, have the ability to parse NULL or DOUBLE values in the json response object. This caused some really amazing failures and havoc with calls in queue when this would get tripped. Genesys support stayed on the line, through a screenshare all the way to resolution on determining this as the cause of the issue. The agent even helped brainstorm a few ideas of how we could workaround the issue until we upgraded to a version that would handle these values.
Usability
9
From an agent's standpoint, everything within the agent applications is very straightforward and simple. You get a lot of visibility into what you are doing as well as what you have done that other platforms don't seem to offer while not coupling that with cumbersome interfaces or steep learning curves.

From a supervisor's perspective, the amount of visibility you have into the contact center activity is fantastic. It does require some upfront configuration to get the most out of it, but nothing is particular complex or convoluted. The built in help is a key feature for supervisory applications like IC Business Manager and Interaction Administrator.

From an administrative perspective, the platform just works. It's very easy to set up and can be fairly hands off after it is up and running. Some of the log files can be a tad obtuse when trying to find information that should be relatively easy to expose (main example, who changed a user's status or reporting on license usage) that just isn't easy to obtain or there at all, but for the most part administration and setup is easy.

Easy Tasks
  • Inbound attendant configuration.
  • Configuring and customizing the dial plan
  • Extending attendant and other functionality using call handlers
Difficult Tasks
  • User provisioning
  • Management of workgroup skills
  • Getting worthwhile data out of the built in reports
Mobile Interface Availability and Impressions
Yes, but I don't use it
Scalability
8
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
Reliability and Availability
10
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
Performance
9
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect).

As far as IVR operations, web service calls, database operations: they all operate reasonably.
Pre-Sale Experience
8
I will preface this by saying that I was not involved with the initial sales process, but I have been involved in purchasing additional licensing and assisting in determining the correct licenses to purchase for various projects. I would say that during this process, we have experienced delays in the past, but those were being worked out. More recently, Genesys has pushed us to use a 3rd party reseller for all of our licensing purchases.
Post-Sale Experience
8
We had an issue during the transition from Interactive Intelligence to Genesys that took significant effort to resolve which prevented us from doing some routine changes in our environment. Since that has been cleared up, though, it has been fairly smooth sailing. It does somewhat seem like we have a revolving door of account reps and regional reps over our area, which isn't great, but this can happen with any vendor.
Dealing with Discontinued Products
Bring someone technical into the process early to ensure what the pre-sales engineering team is proposing for your environment makes sense. I cannot stress enough having someone on your side of the table who is knowledgeable in platform to ensure that your technical and capacity needs will be met by the pre-sales designed offering.
Upgrade Process
Yes
If you are thinking of implementing now, good news: the application is super easy to upgrade. If you are an existing 3.0 or 4.0 customer looking to upgrade to a 20XX revision, you are in for a bit of pain. The modern upgrade process (after performing appropriate backups) is practically as easy as running a setup wizard for most programs. There are a few outliers: upgrading chat files and upgrading Interaction Connect, but Genesys is revamping chat in the near future and upgrading connect is straightforward, just different.
Upgrade Benefits
  • Upgrades contain rolled up bug fixes
  • Genesys is using the upgrades as an avenue to add more functionality to Interaction Connect
  • Modern features trickling in from PureCloud and PureEngage (widgets, WebRTC, co-browse chat)
  • more Dutch red...
Anticipated Benefits from Future Upgrades
  • Chat switching from the current IIS hosted version to the new widget that just uses the web server as a reverse proxy
  • Support for Windows server 2016
  • Full TLS 1.2 support
Future Edition Upgrade Plans
No
Migrating Between Editions
No
December 05, 2018

Our PureConnect Story

LP
Laurent Pret
Solutions Architect
Arval United Kingdom (Banking, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
PureConnect is being used as our main telephone system throughout 27 countries. We use it for our business user and solution center agent. The all in one solution allows us the flexibility to deploy what we need where we need it.
Pros and Cons
  • Flexibility
  • Easy to manage (all in one solution)
  • Powerful as we can easily customise to meet our needs
  • Good for remote location architecture
  • Reporting
  • Documentation
  • Training courses
Likelihood to Recommend
  • Suited for flexible growing company with remote site architecture
  • Less appropriate for business users only scenario
Genesys PureConnect (discontinued) Feature Ratings
Contact Center Software (13)
25.384615384615383%
2.5
Agent dashboard
60%
6.0
Validate callers
70%
7.0
Outbound response
N/A
N/A
Call forwarding
60%
6.0
Click-to-call (CTC)
50%
5.0
Warm transfer
N/A
N/A
Predictive dialing
N/A
N/A
Interactive voice response
N/A
N/A
REST APIs
40%
4.0
Call scripts
N/A
N/A
Call tracking
N/A
N/A
Multichannel integration
50%
5.0
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
N/A
N/A
Inbound call routing
N/A
N/A
Omnichannel inbound routing
N/A
N/A
Recording
N/A
N/A
Quality management
N/A
N/A
Call analytics
N/A
N/A
Historical reporting
N/A
N/A
Live reporting
N/A
N/A
Customer surveys
N/A
N/A
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Future Planned Uses
  • We can give feedback on what we like and what is not working so well
  • We ask as well some feature that needs enhancement
Users and Roles
9000
We have Business users and Service Centre Agents.
From top management to bottom. We have all our department using Genesys pure connect. We currently don't have any integration with other telephone system. We might evaluating this options in a the future but at the moment it is not on our roadmap.PureConnect is sufficient for our needs.
Support Headcount Required
18

We have divided our team in 2 teams.

1 team will be managing the support (Level 1 and level 2) and the day to day change requests.

1 team will be dealing with all our project (deployment of new agencies, new features, new integrations and new features dailer, workforce management) and the support query of level 3.

Business Processes Supported
  • all in one platform
  • Multi media with same interface
  • Easy to deploy remote site
Innovative Uses
  • W e have a lot of users and but our call activity not so high
  • We use table to avoid having to publish when making change in attendant
Likelihood to Renew
7
We are happy with the product and the fact that development is starting again and new feature are being added.
Other Software Used
Products Replaced
Yes
Yes Pure Connect did replace on several plateform mainly Nortel (Avaya blue) and Alcatel.
We did replace as they were not fit to deal with the change in the service Center industry. (asynchronous communication, multi channel...)
Key Differentiators
  • Product Features
  • Product Usability
What we really like at the time was the all in one platform. No need to integrate with third party for recording, dialer, WFM, feedback etc... It is making it easy when issues arise as we don't have this Ping-Pong between partner saying the issue is not on their side.
Evaluation Lessons Learned
We would be doing more site visit and meet with customer that are using the platform. On our side, we would make sure that we understand what are the business needs and what it the business strategy in the log term? Can this product deal with our future requirements and our customer needs.
Implementation Details / Implementation Partner
  • Implemented in-house
  • Third-party professional services
For the implementation, we had help from PSO but we wanted to work on knowledge transfer to be able to be autonomous. We are now independent for the support, run and new deployment.
Implementation Phases
Yes
Yes we started with easy location first with simple configuration (quick win) to prove solution was working fine then we move to more complex deployment.
Change Management Lessons
Change management was a major issue with the implementation
We need to spend more time working on the team that will be representing the business and the IT. Solution needs to be embraced by both party. And not being forced upon one.
Implementation Issues
  • Change management
  • We need to start easy and then add new feature (continuous progress)
Implementation Rating
7
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
Premium Support
No
No I don't believe that support should be different if we pay more money. The issue is the key point, issues can underline a problem in the product so it help as well the provider. I don't believe in VIP treatment. But support should be allow to tell off the customer when they are abusing the service,
Support Rating
8
We had recently a big issue during a upgrade and we work with an engineer all through the night to find the issue. The engineer didn't give up until we found the root cause and fixed the problem.
Bug Resolution
Yes
Yes it we did and most of the time it was resolved. Only one issue that is always trouble to go to the end with is the performance issues that are sometime put as cause of issue but hard to understand for sure which performance was in cause.
Exceptional Examples of Genesys PureConnect (discontinued) Support
As mention in previous question during an upgrade with engineer we work all through the night and didn't stop until issues was resolved. It was really what we needed as we didn't want to have to roll back as it would have meant that we would have to work another 12 hours and the management wouldn't have been impressed with rolling back
Easy Tasks
  • New interaction Connect good improvement from previous version
  • remote site configuration is easy to implement
Difficult Tasks
  • Understand sometime how things really work technically (which port which protocol)
  • Self help documentation can be improve too
Mobile Interface Availability and Impressions
Yes
I believe so with Interaction connect but I didn't get around to use it even on our test environment.
Usability
7
Nothing much to add here as I said it is easy to use at agent level and we like the all in one platform spirit
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