Genesys PureConnect (discontinued)
Genesys PureConnect (discontinued)
Genesys PureConnect (discontinued)
Overview
What is Genesys PureConnect (discontinued)?
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged...
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Popular Features
View all 22 features- Warm transfer (54)8.484%
- Call tracking (52)8.080%
- Call forwarding (53)7.979%
- Agent dashboard (52)5.555%
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- No setup fee
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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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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
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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.
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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December 01, 2021
Genesys PureConnect Review
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.
- 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.
- Webservice integration and customizations via handlers
- Ease of use of the client applications
- Platform stability
75.38461538461539%
7.5
76.66666666666667%
7.7
N/A
N/A
N/A
N/A
- 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.
1800
Contact center agents, supervisors and business analysts.
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.
- Inbound contact center traffic
- IVR self service
- Reporting and analysis of historical interactions.
- Workforce utilization and activity monitoring.
- Self Service IVR payments
- Replacing a legacy self service system that relied on a mainframe
- Broaden contact channels by adding an SMS broker
- expanding existing contact channels to further agencies
- additional integrations to bolster self service offerings.
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).
- 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.
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.
- Implemented in-house
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 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.
- 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.
- Online training
- In-person training
Not Available
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.
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.
- Inbound attendant configuration.
- Configuring and customizing the dial plan
- Extending attendant and other functionality using call handlers
- User provisioning
- Management of workgroup skills
- Getting worthwhile data out of the built in reports
Yes, but I don't use it
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.
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.
- 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...
- 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
No
No
June 24, 2019
Genesys PureConnect
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.
- 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!
84.44444444444444%
8.4
90%
9.0
N/A
N/A
N/A
N/A
- It has improved our ability to support our customers.
- It has improved agent satisfaction.
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.
- 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.
250
Customer Service
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.
- 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.
- 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.
Yes
A PBX based telephony solution that was archaic and provided no logical ACD routing of incoming calls.
- 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.
Looking at more products and vendors to make sure we are making the best decision for the contact center.
No
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.
- None
- Online training
- In-person training
- Self-taught
Some areas of the product are intuitive and easy to learn but I would definitely recommend getting training on Handlers and IceLib.
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.
No - we have not done any customization to the interface
Yes - we have added extensive custom code
Creating custom functionality using Handlers and IceLib applications is easy and straightforward.
Nothing to not here.
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.
Yes
Yes, we have found several bugs over the years and Genesys has always provided patches to fix these in a timely manner.
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.
- IVR management is straightforward.
- Setting up new queues.
- Managing new users.
- None
- Oracle Service Cloud
Easy to integrate, out of the box solution with a easy to use interface to perform custom screen pops.
- Calabrio
Yes, Calabrio supports this integration.
- File import/export
- API (e.g. SOAP or REST)
- Javascript widgets
Make sure you have a good project manager to ensure everything works and is put into production in a timely manner.
I was not a part of this part of the negotiation.
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.
Yes
Upgrades are typically simple processes and do not require much down time.
- Staying on a current release to ensure we get all the necessary patches.
- Improved chat platform
- Improved Chat Platform
- Social monitoring.
No
No
January 07, 2019
Amazing experience with Pure Connect
We are a call center and we use for agents as well across of the organization.
- 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.
76%
7.6
70%
7.0
N/A
N/A
N/A
N/A
- web chat
- sms
- interaction connect
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.
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.
- inbound call management
- IVR payments
- Campaigns tailored to promote our company and reaching out our customers.
- implementation of payments in the IVR
- integrate with in-house CRM system
- allow stores to verify their status via IVR
Not Sure
- 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.
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.
- Don't know
- I don't know because I was not in the company at the time.
- Online training
- In-person training
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
- maintenance
- reports
- interface (IA)
- custom reports
- export of configuration items
- help menu not too clear in some areas
October 27, 2018
A stable dialler and telecom solution for over 15 years
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.
- 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.
94.54545454545455%
9.5
96.66666666666666%
9.7
N/A
N/A
N/A
N/A
- 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
300
Collection Agents, Team leaders, Back Office, developers, technical support, directors, pa’s.
Basically all within the company.
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.
- 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.
- 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.
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.
- Product Features
- Prior Experience with the Product
- Analyst Reports
Most importantly is stability and low outage rates.
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.
- 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.
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 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.
- 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.
- Online training
- In-person training
- Self-taught
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.
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.
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.
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.
We’re looking into customising the webchat to a more corporate look and feel.
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
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.
- 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.
- Implementing the right dialler rules can be a little tricky without the appropriate skills and experience.
- 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.
- We’re not looking at integration with other platforms in near future
Not applicable.
- API (e.g. SOAP or REST)
We use SOAP for our Card Payment System integration.
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.
We use a reseller and all that was done by them. We’re quite happy with the proposal and the pricing.
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.
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.
- Fixing some long outstanding bugs that caused dialler issues.
- Ability to use newer phones
- Enable the use of secure IVR
- Use of newest phones
- Bug fixes (stability)
- Use of latest features in agent application.
No
N / A
No
We always had a paid licensed system.