Genesys PureConnect (discontinued)

Genesys PureConnect (discontinued)

Score 8.3 out of 10
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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Awards

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Popular Features

View all 22 features
  • Warm transfer (54)
    8.4
    84%
  • Call tracking (52)
    8.0
    80%
  • Call forwarding (53)
    7.9
    79%
  • Agent dashboard (52)
    5.5
    55%

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Pricing

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Genesys PureConnect (discontinued)

Genesys PureConnect (discontinued)

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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

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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.

Broadvoice

Broadvoice

$10
monthly, 12 or 36 months per seat
What is Broadvoice?

Broadvoice aims to simplify communications for small and medium businesses (SMBs) by combining cloud PBX, UC and collaboration features with virtual call center in one Unified Communications as a Service (UCaaS) platform that delivers enterprise-class features.

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Product Demos

EMS, Inc. Harnesses the Cloud to Meet Diverse Client Needs
03:44
Yahoo!Japan : オールインワンクラウドエンゲージメントソリューションで自社のCXを向上｜ジェネシス・ジャパン
03:39
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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.

7Avg 8.4

Workforce Optimization (WFO)

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

7.5Avg 8.5
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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) 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.

Reviewers rate Recording highest, with a score of 8.6.

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

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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
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
June 24, 2019

Genesys PureConnect

Andrew Wooster | TrustRadius Reviewer
Andrew Wooster
Senior Developer
Genesco (Retail, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
We use the Genesys PureConnect system for our contact center to provide ACD routing of customer calls. We also utilize the Interaction Process Automation feature to enhance our internal processes and streamline our daily work. With the Genesys PureConnect system, we are able to intelligently route customer calls to the most skilled agents, this provides the best possible experience for the customer and the agent.
Pros and Cons
  • Intelligently routes customer calls to the most experienced agents.
  • Interaction Process Automation allows us to streamline business processes and manage the work.
  • Call recording allows us to perform quality assurance on our agents to ensure they are handling the customer the best way possible.
  • Ability to write custom handlers to extend the out-of-the-box functionality allows us to increase efficiency of handling business processes.
  • None, this product does everything we need it to do and so much more!
Likelihood to Recommend
Genesys PureConnect provides excellent ACD routing of customer calls. The Interaction Process Automation feature has improved our business processes and streamlined the work necessary to complete all tasks. The ability to write custom handlers has allowed us to automate business processes and increase our agents efficiency. The broad out of the box functionality of Attendant, has allowed us to improve the routing of customer calls to the best suited agents.
Genesys PureConnect (discontinued) Feature Ratings
Contact Center Software (9)
84.44444444444444%
8.4
Agent dashboard
80%
8.0
Validate callers
80%
8.0
Outbound response
90%
9.0
Call forwarding
80%
8.0
Click-to-call (CTC)
70%
7.0
Warm transfer
90%
9.0
REST APIs
90%
9.0
Call tracking
90%
9.0
Multichannel integration
90%
9.0
Workforce Optimization (WFO) (9)
90%
9.0
Inbound call routing
90%
9.0
Omnichannel inbound routing
90%
9.0
Recording
90%
9.0
Quality management
90%
9.0
Call analytics
90%
9.0
Historical reporting
90%
9.0
Live reporting
90%
9.0
Customer surveys
90%
9.0
Customer interaction analytics
90%
9.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • It has improved our ability to support our customers.
  • It has improved agent satisfaction.
Alternatives Considered
I was not involved in the purchase of Genesys PureConnect, so I do not have anything to compare it to. I have been using the product for over 5 years and so far haven't hit any shortcomings within the product.
Future Planned Uses
  • Enhanced IVR to provide self service to the customer.
  • Web chat to allow customers different ways of engaging our agents.
  • Ability to have the customer contact our agents via SMS messages.
Users and Roles
250
Customer Service
Support Headcount Required
3
We have 2 day to day administrators to keep up with adding/removing agents and handle all agent support needs. We have 1 main administrator who ensures the Genesys PureConnect system has zero down time and does all of our development work.
Business Processes Supported
  • Ability to customize to meet business needs.
  • Process Automation helps reduce work time for escalated issues.
  • IVR allows us to help customers as quickly as possible.
Innovative Uses
  • Ability to recognize store phone numbers and route those with higher priority and to a specialized team of agents.
  • Integrates with the Oracle Service Cloud to provide agents with custom screen pops.
  • Dynamic routing of emails using Handlers to decrease response time on escalated issues.
Likelihood to Renew
10
The ability to customize the system and the support offered.
Other Software Used
Products Replaced
Yes
A PBX based telephony solution that was archaic and provided no logical ACD routing of incoming calls.
Key Differentiators
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Analyst Reports
Product Features that were out of the box gave us plenty of tools to meet business needs.
Evaluation Lessons Learned
Looking at more products and vendors to make sure we are making the best decision for the contact center.
Implementation Phases
No
Change Management Lessons
Change management was minimal
We didn't really need to use change management as the system it was replacing was old and everyone was on board with replacing it with the Genesys PureConnect system.
Implementation Issues
  • None
Implementation Rating
10
Having a project manager to ensure everything goes smoothly and in a timely manner is extremely important.
Training Types Used
  • Online training
  • In-person training
  • Self-taught
In-Person Training
9
Online Training
9
Ease of Genesys PureConnect (discontinued) Training
Some areas of the product are intuitive and easy to learn but I would definitely recommend getting training on Handlers and IceLib.
Product Configurability
9
The product gives the you the ability to get great customizations out of the box but also offers a robust set of extensions to ensure you can make the product do whatever the business needs.
Configuration Lessons
Take the Handlers and IceLib training classes to be able to fully customize the product for your needs. Being certified in Interaction Process Automation allows for automating business processes to improve efficiency and allows work to be sent to more than just the contact center agents. This has allowed us to automate the sending of information to accounting and our refunds/returns department to handle customer refunds/returns/exchanges much faster.
UI Customization
No - we have not done any customization to the interface
Extensibility and Customization
Yes - we have added extensive custom code
Creating custom functionality using Handlers and IceLib applications is easy and straightforward.
Additional Customization Considerations
Nothing to not here.
Premium Support
No
As the main administrator with a lot of experience with the product, we typically can solve most of our issues without contacting Genesys support.
Support Rating
10
Genesys support is always helpful and ready to tackle any issues immediately.
Bug Resolution
Yes
Yes, we have found several bugs over the years and Genesys has always provided patches to fix these in a timely manner.
Exceptional Examples of Genesys PureConnect (discontinued) Support
When our entire system went down a few years ago, the Genesys support team immediately helped fix the issue despite it being extremely early in the morning. They always have someone to answer a code red call when it happens.
Easy Tasks
  • IVR management is straightforward.
  • Setting up new queues.
  • Managing new users.
Difficult Tasks
  • None
Usability
10
Being able to customize the system to meet our business needs can be done in a number of ways with all the same result, giving us plenty of flexibility.
Scalability
10
Reliability and Availability
9
Performance
9
Systems Integrated With
  • Oracle Service Cloud
Easy to integrate, out of the box solution with a easy to use interface to perform custom screen pops.
Future Integration Plans
  • Calabrio
Yes, Calabrio supports this integration.
Types of Integration
  • File import/export
  • API (e.g. SOAP or REST)
  • Javascript widgets
Ease of Integration
9
Integration Lessons Learned
Make sure you have a good project manager to ensure everything works and is put into production in a timely manner.
Pre-Sale Experience
9
Our Genesys account representative always is attentive to our needs and gets us what we need when we need it.
Post-Sale Experience
9
Again, our account representative is great in getting us everything we need when we need it.
Key Negotiation Points
I was not a part of this part of the negotiation.
Dealing with Discontinued Products
Do not only focus on one vendor, but look at other companies who offer similar solutions to ensure you are getting the correct product at the correct price.
Upgrade Process
Yes
Upgrades are typically simple processes and do not require much down time.
Upgrade Benefits
  • Staying on a current release to ensure we get all the necessary patches.
  • Improved chat platform
Anticipated Benefits from Future Upgrades
  • Improved Chat Platform
  • Social monitoring.
Future Edition Upgrade Plans
No
Migrating Between Editions
No
January 07, 2019

Amazing experience with Pure Connect

Verified User
Technician in Information Technology
Financial Services Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
We are a call center and we use for agents as well across of the organization.
Pros and Cons
  • Easy to manage specially in VMware environment
  • Provide a good solution for our employee size organization
  • I like the idea to move to the web
  • Reports, specially custom reports.
  • Upgrades sometimes are having issues and we find out after the upgrade. This situation implies to open a ticket with Partner/Genesys to get a solution and sometimes business needs sooner the fix.
  • I would like to see a different tier structure to manage Interaction Administrator. We have a three tier structure and is a challenge to give some permissions to lower tiers without putting at risk some settings.
Likelihood to Recommend
One of the features that we use a lot is Dialer. The biggest advantage is the configuration because is well designed and you can change so many settings. For instance we are able to push 50 calls per second when we need too and have room to take inbound calls.
Reports could be one of the weakest points of the system. This is because the "canned" reports work fine but customs are a challenge to create, so we have to relate to a different tool to accomplish it.
Genesys PureConnect (discontinued) Feature Ratings
Contact Center Software (10)
76%
7.6
Agent dashboard
40%
4.0
Validate callers
80%
8.0
Outbound response
90%
9.0
Call forwarding
50%
5.0
Warm transfer
80%
8.0
Predictive dialing
100%
10.0
Interactive voice response
90%
9.0
REST APIs
90%
9.0
Call scripts
80%
8.0
Call tracking
60%
6.0
Workforce Optimization (WFO) (6)
70%
7.0
Inbound call routing
80%
8.0
Recording
80%
8.0
Quality management
70%
7.0
Call analytics
90%
9.0
Historical reporting
100%
10.0
Live reporting
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Future Planned Uses
  • web chat
  • sms
  • interaction connect
Users and Roles
800
Our PureConnect system serves to Business users, Call Center Agent (customer service, collections) in a wide range of solutions. For instance, inbound call, IVR processing, outbound calls (Campaigns). Also, we have a small section of sales (about 10 people) that is looking into offering our business to a boarder audience.
Support Headcount Required
50
We have different teams that support Pure Connect. We have our level 1 support that deals with end user issues (login, installation, headset, etc), then we have another team that manage the actual infrastructure (windows updates, backup, recordings, pure connect update, etc). We have another group that deals with workforce management and another one that works on reports from database.
Business Processes Supported
  • inbound call management
  • IVR payments
  • Campaigns tailored to promote our company and reaching out our customers.
Innovative Uses
  • implementation of payments in the IVR
  • integrate with in-house CRM system
  • allow stores to verify their status via IVR
Likelihood to Renew
10
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
Other Software Used
Products Replaced
Not Sure
Key Differentiators
  • Product Features
  • Product Usability
  • Product Reputation
  • Third-party Reviews
The product as a whole provide several features that allow us to use it as we need it. For instance, 2 years ago, we were not even talking about SMS or chat, or 3 years ago, our dialer was not in place. As today, we are using our dialer 100% and thinking into introducing SMS for next year.
Evaluation Lessons Learned
I think that all in one platform is a great advantage and you can escalate as needed. Also, Pure Connect being able to run in a windows OS environment, provide to us an excellent infrastructure for updates (windows as well as CIC) and allows to maintain in a more effective way because we don't need "extra" vendors like other systems.
Implementation Details / Implementation Partner
  • Don't know
Implementation Issues
  • I don't know because I was not in the company at the time.
Implementation Rating
2
At the time of implementation, I was not part of the company. What I heard was that people needed more time to learn the system and was not provided at the time. As today, we have several training for each specific team and will help to get a grasp really quick of the system.
Training Types Used
  • Online training
  • In-person training
In-Person Training
8
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
Support Rating
4
We used to have direct support from Interactive Intelligence and was really slow and took a lot of time to update. Then we moved to a Partner model and improved a lot compared with previous experience. After a while we moved to another partner and is working better now. We are looking into a better experience with support on 2019
Exceptional Examples of Genesys PureConnect (discontinued) Support
We had an challenge situation with dialer calls and warm transfers. We provided interaction ID, logs, screenshots and after some calls, Genesys came back with a solution for our environment.
We had several more examples by the support via community, our partner, and direct contact with Genesys engineers. Our regional Sales Rep also helped with our issues
Easy Tasks
  • maintenance
  • reports
  • interface (IA)
Difficult Tasks
  • custom reports
  • export of configuration items
  • help menu not too clear in some areas
Usability
7
At first, you have to learn the interface, how each interaction works, and how routes within the system.
After some months managing IA I think a new engineer can feel confident for management and a couple of more months to learn Attendant. The biggest help is to have a lab and practice over there before changing.
October 27, 2018

A stable dialler and telecom solution for over 15 years

Ruud Reinold | TrustRadius Reviewer
Ruud Reinold
Telecom Services Manager
Capquest Group Ltd (Financial Services, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
I've been working with the Genesys PureConnect product and dialler in our organisation as well previous organisations. Our whole UK organisation is moving toward this platform. We use the dialler integrated with Genesys Latitude for debt collection. The product offers scalability and is feature rich and can benefit our organisation on a wider scale, offering a stable platform.
Pros and Cons
  • Optional features that can be enabled
  • Disaster save using different locations for the PBX servers in a WAN / LAN setup
  • The solution can grow and shrink with the size of the organisation.
  • The solution seemless integrates with our Latitude platform.
  • Secure IVR integration.
  • The integrated Analyser is not very good and to manual to tune and maintain.
  • The workforce management should integrate better with the outbound dialler.
  • Integration with more and different CRM systems
  • More out of the box plug-ins for Workforce Management systems.
Likelihood to Recommend
I have not yet come across an area where the product didn't suit our needs other than the analyser and WFM parts. In all other areas we use the product and are looking to extend the integration between the several other products we use or to replace 3rd party features with the integrated ones from the system.
Genesys PureConnect (discontinued) Feature Ratings
Contact Center Software (11)
94.54545454545455%
9.5
Agent dashboard
70%
7.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
70%
7.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (6)
96.66666666666666%
9.7
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
90%
9.0
Historical reporting
90%
9.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Future Planned Uses
  • We can replace our 3rd party web chat with the platform integrated one
  • We can use the integrated survey system to replace the 3rd party one we use now
Users and Roles
300
Collection Agents, Team leaders, Back Office, developers, technical support, directors, pa’s. Basically all within the company.
Support Headcount Required
1
A trains and certified technician is preferred to support a VAR. When you’re a direct customer you’re required to have 2 certified FTE engineers and preferred to have 1 certified developer For dialler a separate certificate is required but this can be one of the engineers.
Business Processes Supported
  • Outbound dialling of campaigns with segmentation of targetes by campaign types, time of day and period of the week and month.
  • Inbound call handling. The system is used in a blended way, therefore call volumes on inbound queues will throttle the outbound campaigns.
  • Secure automated payments using the integrated solution will reduce per payment cost that other solutions have and is majorly less expensive then 3rd party solutions.
  • Integrated with the Latitude debt collection platform (also Genesys owned) and the ability of linking diallers scripting directly with Latitude accounts.
Innovative Uses
  • Originally we were looking for a 3rd party secure payment option to get PCI DSS compliant when we found out that there was an integrated solution available.
Likelihood to Renew
10
We are satisfied with the platform as a whole and not looking to replace.
Products Replaced
No
We are using the system for over 18 years and it’s very stable and feature rich, no need to look at anything else.
Key Differentiators
  • Product Features
  • Prior Experience with the Product
  • Analyst Reports
Most importantly is stability and low outage rates.
Evaluation Lessons Learned
We are sure we used the right process 18 years ago. The fact that we are today still using the platform is proof of that.
Implementation Details / Implementation Partner
  • Implemented in-house
Original the system was installed by a reseller which no longer exists . We Used their expertise and support. These days we have support from a new reseller (Acrinax) who provides us with first class support and assist with additional projects and development when required.
Implementation Phases
Yes
We installed the new system and then moved team by team onto the new platform what took about a week. Now, 18 years later, we have three different sites, our servers, telecom end-points and media processing equipment are in a data-centre connected by dual MPLS links.
Change Management Lessons
Change management was a small part of the implementation and was well-handled
That testing is a very important part of a new implementation to ensure all functionality is working.
Implementation Issues
  • The diallers agent interface was new and required some adjusting.
  • Implementing upgrades requires the same amount of testing to ensure that things don’t break in between versions.
Implementation Rating
8
You have to be sure that you choose the right reseller & vendor who can work seemles as one team.
Training Types Used
  • Online training
  • In-person training
  • Self-taught
In-Person Training
10
I’ve received on several occasions training from Genesys (and previously Interactive Intelligence). These are high value training courses but their quality is excellent and goes usually beyond the actual training creating long lasting connections between the attendees.
Online Training
10
I’ve done a view online courses and the lecturers are very helpful and explain things in different ways if the first example isn’t clear enough. What is helpful to understand things better.
Ease of Genesys PureConnect (discontinued) Training
I would not recommend self training since the product is quite feature rich and the documentation is not always going into the level of detail that is required to understand the features. I’ve followed the basic training courses for the core product and dialler as well handlers, what provided me with the right level of knowledge to keep up with the introduction of new features and technological changes in the product.
Product Configurability
10
The system is very configurable through the standard GUI but additional behaviour can be added and changed through custom handlers, with which “you could launch a rocket if you wanted” one once said.
Configuration Lessons
There is a large community platform where you can discuss challenges you have, there are user events and with the right reseller (ours is called Acrinax) you can be using other company experiences and expertises on implementations on features of the product without having to invent the wheel again.
UI Customization
Some - we have done small customizations to the interface
Quite easy and now the user interfaces are quite flexible in layout which reduces the need for modifications.
Extensibility and Customization
Yes - we have added extensive custom code
We use a custom written script for our dialler with integrated secure IVR to take payments and be PCI DSS compliant.
Additional Customization Considerations
We’re looking into customising the webchat to a more corporate look and feel.
Support Rating
7
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Bug Resolution
Yes
We have reported several bugs and many were addressed quickly or were already addressed. Others are still pending. The higher value a business case you can add to a bug the sooner it’s picked up
Exceptional Examples of Genesys PureConnect (discontinued) Support
We just upgraded to 2016 R2 and had major issues getting the dialler to work properly when they offered one of their support engineers to attend on-site and assist to resolve our issues. This was very helpful to us.
Easy Tasks
  • Consult transfers, looking up colleagues and see their availability.
  • Listen in or to recordings and scoring call recordings which helps agents to get training in their weak areas and to ensure company wide quality.
  • Moving agents across campaigns in- or out-bound.
Difficult Tasks
  • Implementing the right dialler rules can be a little tricky without the appropriate skills and experience.
Usability
10
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Scalability
8
Most issues we encountered are related to telecom providers or environmental (MPLS nd firewall) issues, not due to product problems.
Reliability and Availability
10
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Performance
10
This is highly dependent on the solution in place, data links between sites and specifications of the underlying databases. Under specified means poor performance. Correctly or over specified gives a satisfactory performance.
Systems Integrated With
  • We use Latitude debt collection (also owned by Genesys)
  • Integrated with our Card Payment System
Our dialler depends on the integration for outbound calls. The integration has evolved over time and became more complex and was recently revised and simplified.
Future Integration Plans
  • We’re not looking at integration with other platforms in near future
Not applicable.
Types of Integration
  • API (e.g. SOAP or REST)
We use SOAP for our Card Payment System integration.
Ease of Integration
8
The integrations have evolved slowly over time when new functionality became available.
Integration Lessons Learned
Do the due diligence right at the beginning and sign of with the requester on the requirements before starting the work on the integration so there is a correct expectation of what will be delivered.
Pre-Sale Experience
10
There was a great relationship between the reseller, vendor and ourselves and the vendor did come back quickly on requests and provided demonstrations when requested.
Post-Sale Experience
10
Because we use the right reseller we had no issues post-sales with the vendor.
Key Negotiation Points
We use a reseller and all that was done by them. We’re quite happy with the proposal and the pricing.
Dealing with Discontinued Products
Use a well rated reseller to take the pain off dealing directly with the Vendor since they have done it before and know what to look out for.
Upgrade Process
Yes
We actually found a bug when upgrading so it was slightly delayed but overall the upgrade did go well except from some hardware issues that were not related to the product.
Upgrade Benefits
  • Fixing some long outstanding bugs that caused dialler issues.
  • Ability to use newer phones
  • Enable the use of secure IVR
Anticipated Benefits from Future Upgrades
  • Use of newest phones
  • Bug fixes (stability)
  • Use of latest features in agent application.
Future Edition Upgrade Plans
No
N / A
Migrating Between Editions
No
We always had a paid licensed system.
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