Item: Genesys PureConnect (discontinued)
Rating: 8
Author: Gordon Dalgleish

Overall Satisfaction with Genesys PureConnect

Use Cases and Deployment Scope

We are an outsourcer and use PureConnect predominantly for the voice channel for our contracted contact centre services.

Pros and Cons

Pros

Robust and reliable enterprise telephony service.
Ability to flex licensing up and down as our user profiles change.
Future proofing of services through new digital channel integration, ease of cloud services integration and third party add-ons.
Simple and easy to use agent user interface.

Cons

Cost of the digital/AI based services are high relative to other cloud provided services.
Hardware provisioning for PureConnect misaligns with cloud adopted technologies - it's not an evergreen architecture for us.
PCI integration using a third party PCI provider is harder to implement than one would expect.

Other Software Used

ChatBot, Send Social Media, Salesforce Service Cloud, Salesforce Community Cloud, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Microsoft Teams, HubSpot Sales, Sprout Social, Dimelo, SAP CRM Service Manager, SAP SuccessFactors

Great for centrally managing services on a corporate WAN as compared to PureCloud, which is accessible from any internet based site. Good for faster deployment of contact centre services across lots of different clients as the multi-tenancy capabilities are good and lean to deploy. Great for fine tuning the configurations and integrations with OUR third party applications.

Genesys PureConnect (discontinued) Feature Ratings

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Top level view rather than deep dive