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Genesys PureConnect (discontinued)

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Genesys PureConnect (discontinued)

    Score6.8 out of 10
    N/AGenesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.N/A
    Pricing
    Genesys PureConnect (discontinued)
    Editions & Modules
    No answers on this topic
    Offerings
    Pricing Offerings
    Genesys PureConnect (discontinued)
    Free Trial
    No
    Free/Freemium Version
    No
    Premium Consulting/Integration Services
    No
    Entry-level Setup FeeNo setup fee
    Additional Details—
    More Pricing Information
    Community Pulse
    Genesys PureConnect (discontinued)
    Considered Both Products
    Discontinued Products
    Chose Genesys PureConnect (discontinued)
    PureConnect was selected 20 years ago, and it does show its age a little -- but like a high-quality machine tool, it continues to deliver value far longer than anyone expected.
    Incentivized
    Chose Genesys PureConnect (discontinued)
    We used PureConnect before moving to Cloud CX. The PureConnect had more features and functions at the time we switched, but Cloud CX has been making up ground to compete feature to feature with their on-premise solutions.
    Incentivized
    Chose Genesys PureConnect (discontinued)
    I've only used two other Contact Center software applications in the past years ago that I can't remember the name of right now. But, I do remember years ago when I start to use [Genesys] PureConnect as a [first] level agent that it was way better than the previous software I …
    Incentivized
    Chose Genesys PureConnect (discontinued)
    Genesys is for contact centers who are looking for more value-add from their data. Avaya and Cisco traditionally have not had these types of capabilities from my experience. Integrations are much more robust, and many of the functions are customizable.
    Incentivized
    Chose Genesys PureConnect (discontinued)
    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 …
    Incentivized
    Chose Genesys PureConnect (discontinued)
    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 …
    Incentivized
    Chose Genesys PureConnect (discontinued)
    In our perspective these players were no where in the same league as Genesys and yes I recognize that Genesys eventually bought Echopass. The only thing better was that we could get line by line interaction data on any inbound or outbound answered or abandoned interaction.
    Incentivized
    Chose Genesys PureConnect (discontinued)
    I was not involved in the purchase of Genesys PureConnect, so I do not have anything to compare it to. I have been using the product for over 5 years and so far haven't hit any shortcomings within the product.
    Incentivized
    Chose Genesys PureConnect (discontinued)
    They don't stack up in feature set, quality, or reliability.
    Incentivized
    Chose Genesys PureConnect (discontinued)
    You cannot compare PureConnect to the Nortel 11C that I used to support. They are completely different animals. In regard to the ShoreTel system that I supported, PureConnect was considerably more mature with vastly superior support, documentation and functionality.
    Incentivized
    Chose Genesys PureConnect (discontinued)
    We have not investigated any other products in the past 4+ years.
    Incentivized
    Chose Genesys PureConnect (discontinued)
    CCA was taken over and killed by Oracle so there really is no comparison.
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    Features
    Genesys PureConnect (discontinued)
    Contact Center Software
    Comparison of Contact Center Software features of Genesys PureConnect (discontinued)
    Feature
    Genesys PureConnect (discontinued)
    7.9
    64 Ratings
    Agent dashboard6.755 Ratings
    Validate callers7.548 Ratings
    Outbound response8.541 Ratings
    Call forwarding7.756 Ratings
    Click-to-call (CTC)8.043 Ratings
    Warm transfer8.357 Ratings
    Predictive dialing8.036 Ratings
    Interactive voice response8.045 Ratings
    REST APIs7.037 Ratings
    Call scripts8.539 Ratings
    Call tracking7.755 Ratings
    Multichannel integration9.044 Ratings
    CRM software integration8.038 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Genesys PureConnect (discontinued)
    Feature
    Genesys PureConnect (discontinued)
    5.5
    54 Ratings
    Inbound call routing6.551 Ratings
    Omnichannel inbound routing6.539 Ratings
    Recording4.552 Ratings
    Quality management4.546 Ratings
    Call analytics3.043 Ratings
    Historical reporting5.052 Ratings
    Live reporting6.548 Ratings
    Customer surveys8.035 Ratings
    Customer interaction analytics5.030 Ratings
    User Ratings
    Genesys PureConnect (discontinued)
    Likelihood to Recommend
    5.3
    (116 ratings)
    Likelihood to Renew
    8.6
    (12 ratings)
    Usability
    7.3
    (12 ratings)
    Availability
    9.1
    (3 ratings)
    Performance
    8.8
    (3 ratings)
    Support Rating
    4.0
    (12 ratings)
    In-Person Training
    8.2
    (4 ratings)
    Online Training
    8.3
    (3 ratings)
    Implementation Rating
    6.1
    (7 ratings)
    Configurability
    9.0
    (2 ratings)
    Ease of integration
    8.1
    (2 ratings)
    Product Scalability
    8.2
    (3 ratings)
    Vendor post-sale
    8.8
    (3 ratings)
    Vendor pre-sale
    8.8
    (3 ratings)