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
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- Premium Consulting/Integration Services
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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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- Competitors
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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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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 and Ratings
(216)Attribute Ratings
Reviews
(1-17 of 17)Companies can't remove reviews or game the system. Here's why
March 29, 2023
Could have been great, but...
- It allows us to take interactions via phone and chat
- It solves for our outbound communications needs, with outbound dialing, sms and live calls
- It has made quality very difficult due to system limitations
March 29, 2023
Wondering Why End of Life on PureConnect
- Overall workers like it
- It has worked well for the last 15 years
- Security for FTI is a concern
March 28, 2023
Genesys PureConnect, Oh how I shall miss you!
- When emergent needs arise, this has always allowed us to deliver the right response quickly.
- PureConnect suffered a bit from stagnation in the Alcatel era, accelerated when Cloud CX came out
December 17, 2021
Amazing on-premise or hosted solution
- Increased answer rate by 25%
- Quality improvement due to easier real time/historical monitoring
December 01, 2021
Genesys PureConnect Review
- 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.
July 17, 2021
Our path to the best customer experience
- ROI
- Improve UX
June 15, 2021
Stable and Adaptable Contact Center Software
- It helped us move to WFH easily and efficently.
- Licensing is expensive.
August 19, 2020
PureConnect Feedback
Score 8 out of 10
Vetted Review
Verified User
- Savings relating to the introduction of an automated IVR.
- Impact to introducing a call hand off customisation.
May 29, 2020
Fanboy for PureConnect
Score 9 out of 10
Vetted Review
Verified User
- ROI for this endeavor was 8 months which is the fastest return on most of our projects
Score 8 out of 10
Vetted Review
Verified User
- We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
- We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
- Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
January 22, 2020
Full Control with PureConnect
- Moving from Echopass to PureConnect we quickly achieved over 2000% in our ROI.
June 24, 2019
Genesys PureConnect
- It has improved our ability to support our customers.
- It has improved agent satisfaction.
January 15, 2019
PureConnect Review
- It checks off many necessities on our list.
- It is a pain with the random problems.
- Support can be tedious.
October 17, 2018
PureConnect Review
Score 9 out of 10
Vetted Review
Verified User
- Huge cost savings in not having to hire or outsource staff to answer phones 24x7.
- Our larger call centers use Interaction Optimizer, a workforce management tool that has allowed them to juggle some staff schedules and avoid hiring additional staff by identifying proper staffing levels and times of peak volume.
- We have a few large customer contracts that require us to meet SLAs. PureConnect allows us to monitor those service levels in real time and avoid missing SLAs which can be costly in the contracts.
July 11, 2018
Interaction Center brings a powerful and distributed architecture to communications for the enterprise
- The product always improves efficiency in call centers due to the strong ACD capabilities and reporting the product offers.
- Call center features like callbacks and surveys help ROI in a big way for call centers
- Unified messaging with fax, VM coming all into one's inbox are huge for impact on business users.
- Information management of contact lists, integration into outlook is great for efficiency.
- Workforce management applications like Optimizer help organizations schedule, manage and report on teams
- Dialer is an application used by many financial institutions for collections and other needs. A specialty product on the suite that gets lots of play.
October 26, 2017
PureConnect Premise (Legacy ININ CIC) Feedback
- There are groups in our business leveraging the technology that would never had the opportunity because of their size.
- Reduction in effort to manage contract/renewals as we are now dealing with a single vendor solution.
- Reduction in effort to support contact center technology as my team has only one solution to become experts with.
Score 9 out of 10
Vetted Review
Verified User
- Interactive Intelligence allows for better customer service due to the ability to monitor all team members, and validate that they are on the correct phone queues, and are picking up calls.
- The ability to see what numbers are being dialed per employee ensures that company time and resources are not being wasted on personal calls.
- Tying the phone system to Active Directory allows for ease of administration.