Fanboy for PureConnect
Updated May 29, 2020

Fanboy for PureConnect

Micheal McComber | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureConnect

We use the PureConnect system to handle a range of needs for the Hospital and its employees. It ranges from pre-registration, insurance questions, making payments on bills. For the employee side we assist with pay roll issue, benefits questions, leave of absents. We have some self service IVR options where the patient can find out information on their account by following the options. The feedback is overwhelming positive as the patient feels empowered and can address most of their needs without talking to an agent
  • PureConnect is a true, flexible, all-in-one out-of-the-box solution for your contact center needs
  • With this being a true all-in-one it is a reduced cost of ownership vs other platforms on the market
  • PureConnect seamlessly integrates with several CRM and WFM tools out of the box unlike other platforms on the market you need custom programing to hook in to these offerings
  • Whitepapers, technical documents: there can be a more robust knowledge base with clearer documentation. We have found at time of implementation we hit a wall as the document is missing some items
  • More robust out of the box reporting ( which i feel is coming with some of the webinars we have seen with the new analytics
  • A way to rename users, wokgroups, schedules or other items on the fly. IE once you create something you have to remove it and start again as you can not rename an object in Interaction Administrator
At the time when we selected the offering it was for a Cloud based deployment. Over the the time using CaaS the organization build a strong voice team to that this to the next level. Once the team was in place the organization brought the system in-house to handle all the daily needs ourselves.
By doing this it was a reduction in cost and we controlled how we managed the platform.
In addition with our custom programming team we were able to write several reports, custom handlers and API hooks that drove us in to the leading edge of tomorrow
  • ROI for this endeavor was 8 months which is the fastest return on most of our projects
  • Cisco Unified Communications Manager (Call Manager)
Call Manager, you had to buy all the components that are out of the box for PureConnect.
The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side.
Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.

Do you think Genesys PureConnect delivers good value for the price?

Yes

Are you happy with Genesys PureConnect's feature set?

Yes

Did Genesys PureConnect live up to sales and marketing promises?

Yes

Did implementation of Genesys PureConnect go as expected?

Yes

Would you buy Genesys PureConnect again?

Yes

Salesforce Lightning Platform (formerly Salesforce App Cloud), Skype for Business (formerly Lync)
I have been working with the PureConnect platform since version 2.2. it has come a long way. I still recommend this over the Avaya's and Cisco's for easy of implementation, administration and training the organization on how to run the platform for themselves. Again with it being an all-in-one solution, the opportunities are endless

Genesys PureConnect Feature Ratings

Agent dashboard
7
Validate callers
9
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10

Using Genesys PureConnect

Evaluating Genesys PureConnect and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Vendor Reputation
The biggest factor here was the Cost (Upfront/ROI/Maintenance/Deployment).
In reviewing my notes and history on how we selected the platform. At this time, I dont think we would change how we went down the patch to select this product