Item: Genesys PureConnect (discontinued)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We are using Pure Connect in our contact center. The main users of this application are the contact center but some of our other business units in the organization are using components of Pure Connect. Reporting was a big concern as we were trying to amalgamate different info from different systems. Using Pure Connect allows us to use one data source and the information is more reliable coming from an All in One solution.

Pros and Cons

Administration of system is easier.
User-friendly interface for user and administrators.
The system integrations are more reliable.

Reports are using old format of PSTN lines and not taking into account MULTIPLE PRI lines which are giving inaccurate data.
Web apps need improvement and more customization.
Siebel connector needs improvement with customizing user needs.

Likelihood to Recommend

Well suited to be a self-managed system. Not well suited for customization. Users must fully understand handlers and how the overall system works before customization.