Item: Genesys PureConnect (discontinued)
Rating: 1
Author: Adam Wright

Use Cases and Deployment Scope

The Genesys package is primarily used to run our contact centres, from forecasting and scheduling, leave management and call/email delivery to our advisors.

Pros and Cons

Covers all the bases, one shop tool that can do everything.
Strong forecasting and analysis capabilities
Flexible product that can easily be configured to handle everything from simple to complex contact centre environments.

Genesys refuses to directly support their own software, rather selling via a retailer (generally a telecommunications company). These retailers are supposed to add value, however all they do is add cost. They arent experts so the user has to often work out what is wrong for them before they can fix it.
Example, the automated leave system needs several steps to set it up and get it running. I happen to have an expert in the system who knows all those steps, so when they told us "the error is on our side" we were able to tell them exactly where to go to switch on auto approvals and fix the problem.
When we need issues resolved, the retailer doesn't want to take that to Genesys because they will have to pay for the help. Meanwhile the retailer doesn't know how to fix an issue but is charging for their services.
Many functions are stripped back from the ultimate product because the retailer has chosen not to support them, or is yet to learn how to support them.
Genesys happily try to sell you more add on to the packages, but don't confirm that the retail partner can actually handle that.
Every problem we have had is been due to the retail partnership. Love the product when you get it direct from Genesys... otherwise the experience is quite simply horrible. I have now met and talked to 7 different corporate users who report the same issues.