Fanboy for PureConnect
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
Pros
- 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
Cons
- 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
- 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.
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 (discontinued) delivers good value for the price?
Yes
Are you happy with Genesys PureConnect (discontinued)'s feature set?
Yes
Did Genesys PureConnect (discontinued) live up to sales and marketing promises?
Yes
Did implementation of Genesys PureConnect (discontinued) go as expected?
Yes
Would you buy Genesys PureConnect (discontinued) again?
Yes
Genesys PureConnect (discontinued) Feature Ratings
Using Genesys PureConnect
5000
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
Comments
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