Item: Genesys PureConnect (discontinued)
Rating: 10
Author: Ariel Dorfman

Use Cases and Deployment Scope

We, at Universal Assistance, use the PureConnect platform all across the organization. We have deployed to 10 countries all around the LaTam Region. Also the platform gives support for our 4 different Contact Centers, that are in 5 different countries. With PureConnect we solve the client relationship and the way that they get in touch with the company.

Pros and Cons

CRM Integration
Audio quality
Intelligent Routing
Support

Agent and groups Managements
Licensing
Some PBX functions
Reports

Return on Investment

ROI
Improve UX

Other Software Used

VMware ESXi, Splunk Enterprise, Check Point 4000 Appliances

Likelihood to Recommend

Genesys PureConnect is well suited for a vast variety of scenarios, but mostly using On-Premise with a roadmap to the Cloud. Also, it is good for interconnecting branch offices to headquarters. From the Contact center perspective, it is well suited for small groups (10 or so) and for big groups (more than 3000 agents), where you can connect different types of lines, E1/T1, SIP, etc.

Our path to the best customer experience

Overall Satisfaction with Genesys PureConnect

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Other Software Used

Likelihood to Recommend

Genesys PureConnect (discontinued) Feature Ratings