Interaction Center brings a powerful and distributed architecture to communications for the enterprise
Jason Neton | TrustRadius Reviewer
July 11, 2018

Interaction Center brings a powerful and distributed architecture to communications for the enterprise

Score 9 out of 10
Vetted Review
Reseller
Review Source

Software Version

Version 4.0

Modules Used

  • All

Overall Satisfaction with Genesys PureConnect

Here at Adapt, we both use thePureConnect product for our enterprise, but also are one of the biggest and long standing Value Added resellers of the product in the country. We use it here in our support call center, but deploy it every year to 20-30 new sites, as well as taking new clients who have been with other resellers or direct with Interactive Intelligence.

The Interaction Center product solves many business communications issues by offering an extremely robust and feature rich communications platform for businesses of all sizes.

This platform is particularly impressive for call centers, and there is a huge presence of this in the Credit Union space and on top of delivering great functionality natively, it also has many customization points for special applications.

  • Innovation - they are frankly one of the most innovative companies I have experienced and constantly try to stay ahead in the new feature race
  • Expanded to being an industry leader along with the big communication platforms in only 10 years, and have entered the desired Gartner magic quadrant for business. Competing with the big boys now!
  • Strong VAR relationship for this organization. Really stress the partnership in serving the client, and have done so ever since we have been in business selling Interactive Intelligence.
  • Our company sells NO OTHER communication platform we are so much in support of the Interaction Center platform.
  • Really focused on the "Customer Experience" fully.
  • More rapid bug detection and methods to address. They are currently working on changing the update process to be more "mainline" and avoid large disruptive upgrades
  • Better documentation of the changes technologically for the engineers to follow
  • Better rapid training for new support engineers as they grow rapidly.
  • Reporting is always a chief concern for any organization, and PureConnect has needed some changes in this way. Luckily with the acquisition by Genesys, they are making huge investments in many areas of the product, but in particular reporting is being revamped this year.
PureConnect has allowed me to customize the system to my needs. In particular, our organization provides managed services that require a SLA response time. We have configured the system to work with our proactive monitoring tools so that we can queue up just the right messages, and control our metrics and responses by using custom aspects of the code.

One such aspect is automatically populating custom email strings for responses to various clients when responding to the critical alerts.
Our organization sells this platform, so naturally we use it ourselves. We have a growing call center, and as noted this has allowed us to customize to any need and integration.

We deploy a suite of custom code for credit unions that is built upon PureConnect. This is extended to doing custom integrations with core data providers to pull and use data for call center interactions, making them much more efficient and successful.
  • The product always improves efficiency in call centers due to the strong ACD capabilities and reporting the product offers.
  • Call center features like callbacks and surveys help ROI in a big way for call centers
  • Unified messaging with fax, VM coming all into one's inbox are huge for impact on business users.
  • Information management of contact lists, integration into outlook is great for efficiency.
  • Workforce management applications like Optimizer help organizations schedule, manage and report on teams
  • Dialer is an application used by many financial institutions for collections and other needs. A specialty product on the suite that gets lots of play.
Much better features than competing products, and better overall stability and support. Evidenced by being a smaller company that has risen fast in a crowded marketplace to be a solid and fierce competitor.

Cisco, a big competitor just does not have great call center capabilities. Also very tough to administrate and big learning curve.

Traditional PBX, even SIP based tend to be feature restricted. Like ShoreTel, as well as big players like Nortel/Avaya.


There are not many systems that do compare fully with PureConnect!
May be too much for the very small enterprise, as it can be overkill from a cost perspective for tiny organizations.

This is a great product, and I have seen so many businesses succeed using it!

Using Genesys PureConnect

100 - Phone, email, communications overall.
75 - programming and PC support, telecom
  • Credit Unions
  • Banking and financial
  • Government
  • Custom integration with business ERP
  • Managed services monitoring remotely of site
  • Custom banking applications with speech recognition
  • Video calls
  • Full ERP integration
It just works! 14 years of working with the product informs my viewpoint. Sure have had their bumps like any other application, but have seen them respond time and again and have seen the product mature.