Genesys PureConnect

Voice calls

Live chat

Fax queuing

Email queuing

Ease of use (backend)

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.

CRM Integration

Audio quality

Intelligent Routing

Support

Agent and groups Managements

Licensing

Some PBX functions

Reports

Stability

Customizable

Creates Efficient Contact Centers

Continued developer support for old versions.

Administrator portal could be organized better.

Built in reporting features have lots of issues.

Moving agents between workgroups is simple across ICBM and Administrator.

Being able to configure elements of the system is useful as it removes the dependency on Genesys themselves.

Adding other areas of the business can be done efficiently.

Attendant login being isolated to one user at a time.

Having to request access to containers when the need arises as opposed to having access to all containers when first accessing the platform and completing training.

Tailoring release notes to customers as not all customers are technically aware of how all new features can support their business strategy.

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

Easy Administration

Robust

Marquee Packages could have been better

More plugins

The flexibility of Genesys PureConnect, supported by SDKs and APIs is what makes this solution stand out for me.

As we've improved our back-end processes regarding how we classify, prioritize, and handle our contact records, our campaigns have been more successful via the dialer system.

The ability to add additional attributes/key values to these interactions has allowed us to gain knowledge we have used to create more personal experiences.

The Attendant application allows us to do many things with our calls, from a data perspective as well as providing the best service possible.

The customization capabilities lead to complexity. Troubleshooting can be tedious at times.

The support model could be improved, when compared to other contact center platforms.

Out-of-box reporting is lacking, so larger contact centers will need additional apps to gain knowledge from the data.

Some key values within the data cannot be easily related, in order to create reports that can drill down from a high level to a granular data point.

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.

Tracking agent behaviour through their login. Reports around this are varied and reveal a lot.

Adding new work groups/skills and distributing through each area is quick and easily done by admin.

Naming convention can cause an issue with understanding across all areas.

Add-ons are an additional cost. Anything not out of the box will be a cost. Factor this in for your bid.

Reporting can be confusing. What you want and what it gives you are different. Also for reporting purposes, arrival times and when the contact is actually handled matter. If this spans two intervals doubling up can occur.

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.

Outbound Dialer: Member engagement is a huge business driver for our company and the outbound dialer really drives that engagement. It is more efficient and effective than any other dialer I have ever used.

Inbound Attendant: The configuration interface for Interactive Attendant is intuitive and simple to use.

Stability: We have a high availability environment and rarely ever have to switch to our backup server. The platform runs clean and is reliable.

I would love to be able to rename and user I.D. Currently, we have to delete and rebuild the profile.

I would like to see some of the built-in applications like Optimizer expanded upon. I believe there is a 500 agent limit on the size of the scheduling unit you can create.

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

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.

Intelligent call routing

Stable inbound/ outbound telephony

All in one suite

All in one suite should have CRM functionality

More flexibility in call data.

It's easy to customize.

It's easy to integrate.

PureConnect has a great UI.

Reporting is terrible -- canned reports, as well as the available report data in the database for custom reporting.

It's missing popular features like scheduled callbacks, a more robust dashboard (e.g. how many calls in queue vs. callbacks in the queue), and the ability to change names.

The WFM lacks features found in many other WFM solutions. Customers who transition from something else to Optimizer usually regret it.

Blended interaction type routing (emails & calls)

Skills based routing

User development of tailored solutions

Real-Time views.

Work-Force management tools

Reporting & MI

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.

Manage inbound calls.

Record metrics.

Integrate with solutions.

User interface is old

Performance

Unintuitive

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.

End user friendly

Ease of configuration

Custom routing

Multiple platform use

Dashboard integration

WFM software integration

Stability

Ease of use

Comprehensive features

Leading edge technology

Currently no major issues

Call Routing

Call Recordings

Uptime

Support : Better communication

Better options for bulk editing/skilling

Wish the Windows registry wasn't used so much for settings

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.

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