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…
Recent Reviews
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
- Warm transfer (57)8.383%
- Call forwarding (56)7.777%
- Call tracking (55)7.777%
- Agent dashboard (55)6.767%
Pricing
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
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…
Features
Return to navigation
Product Details
- About
- 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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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).
Comparisons
Compare with
Reviews and Ratings
(216)Attribute Ratings
Reviews
(76-100 of 115)Companies can't remove reviews or game the system. Here's why
September 25, 2018
ClickDesk 3.8 (12)
- The Genesys sales and support engineers are the best in the business. Any thoughts or inquiries that need attention are rapidly and precisely addressed with a telephone call or email to our Customer Success Manager, Service Delivery Manager, or Support Team.
- The help we get feels trustworthy, and the level of care doesn't change based on the number of installations we have
- It gives a great steering and skill power. This allows us to get clients to the ideal solution on the first try. We have been able to be extremely inventive in our answers, in light of the adaptability that PureConnect gives in its steering abilities.
- There are so many roles to the product, and each is contingent upon what you need to do. Some days I needed to sign into 6 things at once to do all that I required (Desktop, Business Manager, Supervisor, Administrator, Scripter, Attendant)
- The managing devices are missing, so we had to come up with some in-house solutions
- I hate the lack of correspondence from Genesys with respect to issues, refreshes, guides, and fixes to their bugs
- My greatest concern is their client care and the absence of following a BEC understanding with respect to time periods
September 05, 2018
The good, the bad, the ugly
- Call routing is easy to build and use and delivers really well to keep call waits under control while still delivering the calls to the right people.
- The IPA add-on has been great for us to manage our off the phone administration tasks. We have noticed an increase in productivity and resolution times.
- Support is great for this product and the knowledge base is really comprehensive. Makes solving issues yourself really easy and if you cant support is always quick to respond.
- The IVR build has been hard for the rest of the business to follow. If they don't have a technical background they find the interface hard to follow and use.
- Upgrade waiting times are too long and always getting pushed back. A better way to handle these would be good.
September 05, 2018
PureConnect scheduling and reports
- Automated (scheduled) reports are fairly well done. They allow me to forget about that particular task, freeing time and allowing me to work on more important projects.
- Regarding Optimizer, the scheduling add-on for PureConnect: The interface for adjusting already published schedules throws exceptions frequently and it's missing functionality. For example, if I have a published schedule with attached data and an agent's schedule changes by 1/2 hour, I must go to each day and adjust manually.
- Some of the report formats have been orphaned and abandoned. Try and export a CSV file and what should be a 24K file is delivered as 30 MB file because it's filled with massive amounts of repeated data. There exists some exceptional weirdness in these formats that would take too much time to detail.
August 27, 2018
Genesys PureConnect; successful platform at Conduent's European Customer Care centres.
- Manage all my contacts within the multi-channel arena.
- Helps me to provide 100% call center functionalities (recording; agent screen scripting; CTi-integrations; speech analytics etc).
- Get the best out of volume (smart platform to create sharp outbound minutes).
- Innovate smart, easy to deploy.
- Adapt more innovations out of the box.
August 27, 2018
Using PureConnect is transforming our business
- Integrating multiple channels into one solution.
- Constantly evolving the product to meet user and market demands.
- Lots of opportunity to customise the solution.
- Great focus on partnering with customers.
- Better reporting and dashboards. They are working on this.
- Better visibility on license usage
August 27, 2018
Amazing technology, supported by Monkeys.
- Covers all the bases, one shop tool that can do everything.
- Strong forecasting and analysis capabilities
- Flexible product that can easily be configured to handle everything from simple to complex contact centre environments.
- Genesys refuses to directly support their own software, rather selling via a retailer (generally a telecommunications company). These retailers are supposed to add value, however all they do is add cost. They arent experts so the user has to often work out what is wrong for them before they can fix it.
- Example, the automated leave system needs several steps to set it up and get it running. I happen to have an expert in the system who knows all those steps, so when they told us "the error is on our side" we were able to tell them exactly where to go to switch on auto approvals and fix the problem.
- When we need issues resolved, the retailer doesn't want to take that to Genesys because they will have to pay for the help. Meanwhile the retailer doesn't know how to fix an issue but is charging for their services.
- Many functions are stripped back from the ultimate product because the retailer has chosen not to support them, or is yet to learn how to support them.
- Genesys happily try to sell you more add on to the packages, but don't confirm that the retail partner can actually handle that.
- Every problem we have had is been due to the retail partnership. Love the product when you get it direct from Genesys... otherwise the experience is quite simply horrible. I have now met and talked to 7 different corporate users who report the same issues.
August 03, 2018
A great way to route calls!
- Call Routing
- Self Service
- Lower waiting times for agents
- Better reporting
- Bug fixes can be slow and be out of reach for crucial time frames
- Live data can be hard to view at some times.
- Prices for add-ons can add up
August 03, 2018
Great system for enterprise level contact centers
- WFM
- Advanced customization - Waiting times, queue management, call back, it's inclusive
- Customization. If you need any unusual solution for a contact center that is run differently than the norm, Genesys can get it done
- Sometimes the code pushes can be a bit disruptive
- Support is so-so. As they grow this seems to be a tough issue
July 30, 2018
Genesys PureConnect and Summary
- Dreate a more personalized self service environment for the customer to solve problems online rather than use external sources
- Deliver analytical data to help derive insights, conclusions, and foundations of creative campaigns or strategy
- Increase response time and lowers costs
- A more user friendly interface
- More ways to derive and pull data for analytics
- A larger support community / forum
July 25, 2018
Customer Experience Super Heros
- consolidate communication channels
- superb integration with 3rd party systems
- fanstastic easy to understand reporting
- conditional logic
- artificial intelligence
- better visual customization
July 25, 2018
Flexible, powerful and complex phone system.
- Very flexible in handling multiple channels
- Endless configuration possibilities for routing to agents
- Client software is very easy to use for the end user
- Documentation can be hard to find
- Creating support tickets takes too long. Some support groups are only available via email which is very frustrating when dealing with password issues.
- PureConnect is able to have customized code built to help achieve specific requirements for company-specific needs.
- The administrative, supervisory, and user interfaces are straightforward, and can also be customized at a group or individual level.
- PureConnect has been quite stable, which is required for a call centre platform.
- There are extensive help files and documentation to aid the users, which reduces the need for support tickets.
- For members of our User Support team to be able to submit support tickets to Genesys, they are forced to complete a full week of training, including several subjects and systems that they don't even have access to as part of their role. Example: Before they can submit a ticket for "nobody is able to login", they must have completed course content for "Configuring Attendant IVR Menus", which is not related to their job. This has caused us to have only one person (Master Administrator) to be able to submit support requests, and the rest of the support team has to contact that person to submit them. Not great for a 24/7 contact centre.
- The licensing and contract details are disjointed. There is no proper/direct map from what is on the contract to what is configured in the system, and some items can only be "name user" licenses, which is quite difficult to deal with if your other items are "concurrent user" licenses.
- Requests relating to their online portals tent to take an abnormally long time to resolve, such as resetting a user password, sometimes with no success.
July 25, 2018
Easiest Decision you will make!!!
- By being able to communicate faster issues are solved in a timely manner.
- Managing SLA's and call volumes are easier and giver better overall data analysis.
- Total ROI is worth using this product for what you can get out of it.
- As with any system there could always be more customization available.
- Some of the initial setup could use better wording.
July 19, 2018
Genesys PureEngage
- So simple and easy
- User friendly
- All in one system
- More support needed
- Guides would be helpful
- N/a
July 19, 2018
Driving Activity Management Adoption with Genesys
- Tracks calls effectively
- Provides robust analytics on call stats
- Connects to Salesforce lightning interface
- Doesn't use AI to record calls, interrogate the content of the call and provide guidance on how to respond
- Doesn't always connect the number to the Contact in Salesforce
- Slow to initiate and clumsy to have an extra little window open
July 19, 2018
Meets every need
- Easy to manage Auto Attendants, a visual hierarchy for management.
- Customizable handlers using a robust tools set.
- Amazing live dashboard for management and IT support staff
- Reporting on Auto Attendants is hard to understand
- User provisioning is hard to set up initially, easy to recreate for subsequent users
- I would love to see a virtual media server
July 19, 2018
Great Introduction Tool to Customer Service
- The analytics provided are great both in detail and visual aspect. We were able to easily understand the information presented as well as show it to other not using the platform and explain it in detail.
- It was simple to integrate into our daily processes. We didn't have to 'shut things down' for days in order to add this into our process; it was easy to add in and made it more efficient. We were also able to reduce the number of applications we used day to day.
- The platform helped to keep sales on track with their quotas. Sales reps were able to visually see how they were performing . The sales solution also encouraged marketing and sales alignment as it allowed us to create a more uniform communication strategy with customers and prospects.
- We did find that the texting feature was a little hard to perfect. Our messages would either be too long and show in multiple messages or the links would give an error.
- The digital automation feature is wonky as well. We found that the automation would provide odd and out-of-place responses.
- The pricing for the platform (we found) to be more costly than other solutions.
- Easy to use for end users and very slick design
- Easy to implemnent for IT support
- Very cost effective
- Could make user experience a bit more simpler by removing additional fields
- Skills Based Routing provides our customers with the ability to get to the right person, the first time! Definitely helps provide a one call resolution!
- PureConnect Support is great! They are so willing to help out whenever we are stumped and at a dead end! Their support is timely and very informative.
- Reporting: PureConnect provides excellent reporting statistics which allow us to stay on top of our game!
- Training: In order to connect to a support rep at Genesys, one must be certified in Genesys' system. Training is costly and can be confusing. Only the basics are covered and leaves alot to learn.
- It would be nice for Chat to be set up like voice or email tree's rather than requiring handlers to do all the work.
- Upgrades can be cumbersome.
July 18, 2018
Genesys: Evolve Your Conversation
- Genesys has pretty much every feature you could ever need. It has a multi-client, multi-channel technology for customer care centers, for example (which is handy because those get high volume)
- It's easy to pick up and run with, very minimal training and customer-service is quick to respond if you have any questions
- It consolidates multiple views into one streamlined interface on your desktop. If it's one thing that drives me nuts, it's having a billion windows open.
- It would be nice to have some bilingual speech analytics. Since we deal with clients across the world, it would be nice to have support for local languages.
- Sometimes the administrator tools can be a bit lacking, so we had to improvise a bit with some in-house solutions.
- I would like some more transparency from Genesys when they plan to update their programs – a lack of a roadmap can be a bit problematic.
July 12, 2018
You won't regret it
- Now when receiving leads we are able to see the information we need immediately. Prior to set up our account manager walked us through what fields would be available and which ones made the most sense to include or not include.
- The amount of customer service you receive is phenomenal. We started off by only purchasing PureConnect although we were initially encouraged to take advantage of the cloud services as well. Despite only having a single platform and being an extremely small start up we were treated as if we are a Fortune 500 company. For every little question we always have a LIVE PERSON to speak with and help us work through issues.
- I have been part of many software integrations and the integration of getting their software "to talk and play nice" with ours was a bit more difficult than we had originally anticipated. However, their integration team held bi-weekly calls with us to discuss the project road map, what the integration testing would look like, and what the results of the testing were. This all happened prior to the integration going live, giving us plenty of time to work through any bugs or issues that might have come up.
- I don't have many cons to mention. The only thing that I was a bit bummed about was that sometimes it seemed like fields were more limited than what I had initially been led to believe. However, it seems to have worked out for the best as less is more sometimes!
- Reporting and analytics: extensive data capturing, which - in turn - can help drive insights into customer use, satisfaction, and optimization strategy.
- Genesys PureConnect's integrations with other platforms (including CRM systems) is excellent.
- Extensive documentation is available on the platform's use, development, and integration requirements.
- I'd love to see improvements in process automation - to make the interaction process more streamlined or intuitive to setup.
- Integrations with new and emerging technologies: a lot of the big platforms are available for integration, but more rapid development to stay abreast of different communication platforms would be great.
- Scalability! PureConnect is great for mid-large size companies, but having an iteration readily implemented onto a small business (
July 12, 2018
Emerson Communications
- It has a very clear interface.
- It appears to be a secure platform.
- I believe customer support always has room for improvement.
July 11, 2018
Interaction Center brings a powerful and distributed architecture to communications for the enterprise
- Innovation - they are frankly one of the most innovative companies I have experienced and constantly try to stay ahead in the new feature race
- Expanded to being an industry leader along with the big communication platforms in only 10 years, and have entered the desired Gartner magic quadrant for business. Competing with the big boys now!
- Strong VAR relationship for this organization. Really stress the partnership in serving the client, and have done so ever since we have been in business selling Interactive Intelligence.
- Our company sells NO OTHER communication platform we are so much in support of the Interaction Center platform.
- Really focused on the "Customer Experience" fully.
- More rapid bug detection and methods to address. They are currently working on changing the update process to be more "mainline" and avoid large disruptive upgrades
- Better documentation of the changes technologically for the engineers to follow
- Better rapid training for new support engineers as they grow rapidly.
- Reporting is always a chief concern for any organization, and PureConnect has needed some changes in this way. Luckily with the acquisition by Genesys, they are making huge investments in many areas of the product, but in particular reporting is being revamped this year.
June 04, 2018
PureConnection to your interactions
Score 9 out of 10
Vetted Review
Verified User
- Upgrades are smooth. This product has been around long enough to have this process matured into a doable event without any major downtime.
- ACD routing is accurate and easily adjustable. I can easily configure how I want my calls, emails, chats, etc. delivered.
- The software as a whole is very flexible. I can buy just the parts and pieces my company wants to use.
- Interaction Attendant could use some love. Getting information from a database is easy yet very basic. If I want to get creative with my SQL selection I've either got to do it in a lot of steps or use Interaction designer.
- They seem to change how they handle reporting often. They are good about making past methods still work after and upgrade but it causes my reports to be in various styles and versions rather than a consistent platform.