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Genesys PureConnect (discontinued)

Score6.8 out of 10

216 Reviews and Ratings

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What is Genesys PureConnect (discontinued)?

Genesys 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.

Categories & Use Cases

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Key Features

Learn about the best (and worst!) features Genesys PureConnect (discontinued) has to offer, as determined by TrustRadius' reviewers.
Based on 216 ratings of Genesys PureConnect (discontinued)'s features
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Top Performing Features

  • Multichannel integration

    Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

    Category average: 8.3

  • Outbound response

    Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

    Category average: 8.2

  • Call scripts

    Providing agents with a predefined conversation script.

    Category average: 8.2

Areas for Improvement

  • Recording

    Record conversations to improve service quality by evaluating agent-customer interactions.

    Category average: 9

  • Quality management

    Ability to monitor conversation content, administer evaluations, establish policies etc..

    Category average: 8.6

  • Call analytics

    Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

    Category average: 8.3

Reviews

What users are saying about Genesys PureConnect (discontinued).
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Genesys PureConnect, Oh how I shall miss you!

Incentivized
Robert Paxton
Senior Voice Engineer in Information Technology at Guardian Life (5001-10,000 employees employees)

Use Cases and Deployment Scope

PureConnect is the heart of our interaction routing, closely integrated with GVP and pretty much EVERYTHING else within the voice part of our world: CRM, WFP, recording, archiving, reporting, and more. It has been a rock-solid part of my day-to-day in moving interactions to the right place, and is one of the few platforms we've been able to consistently rely on.

Pros

  • Interoperability
  • Availability
  • Comprehensiveness of solutions on offer

Cons

  • Upgrade path to Cloud is not as clear as one might hope
  • CCPulse was powerful but deprecated, Pulse wasn't a great replacement

Return on Investment

  • When emergent needs arise, this has always allowed us to deliver the right response quickly.
  • PureConnect suffered a bit from stagnation in the Alcatel era, accelerated when Cloud CX came out

Alternatives Considered

NICE CXone

Other Software Used

Verint Experience Management, Amazon Connect, Nuance Digital Engagement Platform

Usability

Amazing on-premise or hosted solution

Incentivized
James MonnierView profile
Director, Business Optimization and Integration in Corporate at Media Sales Plus Inc (51-200 employees employees)

Use Cases and Deployment Scope

We used Genesys PureConnect before migrating to Genesys Cloud. On PureConnect we hosted our business telephone system in multiple data centers and handled interactions including voice, callbacks, voicemail, chat and email queuing.

Pros

  • Voice calls
  • Live chat
  • Fax queuing

Cons

  • Email queuing
  • Ease of use (backend)

Most Important Features

  • Skill based routing
  • Bullseye routing

Return on Investment

  • Increased answer rate by 25%
  • Quality improvement due to easier real time/historical monitoring

Alternatives Considered

Genesys Cloud CX (formerly Genesys Cloud)

Our path to the best customer experience

Incentivized
Ariel DorfmanView profile
IT Infrastructure Manager in Information Technology at Universal Assistance S.A. (501-1000 employees employees)

Pros

  • CRM Integration
  • Audio quality
  • Intelligent Routing
  • Support

Cons

  • 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

Fanboy for PureConnect

Micheal McComberView profile
Network Engineer VOIP Level 3 in Information Technology at Sutter Health (10,001+ employees employees)

Pros

  • PureConnect is a true, flexible, all-in-one out-of-the-box solution for your contact center needs
  • With this being a true all-in-one it is a reduced cost of ownership vs other platforms on the market
  • PureConnect seamlessly integrates with several CRM and WFM tools out of the box unlike other platforms on the market you need custom programing to hook in to these offerings

Cons

  • Whitepapers, technical documents: there can be a more robust knowledge base with clearer documentation. We have found at time of implementation we hit a wall as the document is missing some items
  • More robust out of the box reporting ( which i feel is coming with some of the webinars we have seen with the new analytics
  • A way to rename users, wokgroups, schedules or other items on the fly. IE once you create something you have to remove it and start again as you can not rename an object in Interaction Administrator

Return on Investment

  • ROI for this endeavor was 8 months which is the fastest return on most of our projects

Alternatives Considered

Cisco Unified Communications Manager (Call Manager)

Other Software Used

Salesforce Lightning Platform (formerly Salesforce App Cloud), Skype for Business (formerly Lync)

Full Control with PureConnect

Incentivized
Christopher KaldenbergView profile
IT Operations Manager in Information Technology at EMS, Inc (201-500 employees employees)

Pros

  • Ease of use of the PureConnect systems, from an Administrator experience to our Supervisor tools and end-user Desktop platform. All of these offerings are extremely “feature rich” which provides high customization, real-time awareness and enables us to deliver a silky interface to our end-users.
  • At EMS, since we provide contact center outsourcing, our environment doesn’t operate as a single company with multiple departments, but rather as numerous companies with multiple departments under one roof, each with their own unique contact center preferences delivered with precision through EMS and Genesys.
  • At present we are managing roughly 500 phone numbers, 400 workgroups, 200 Inbound Call Profiles, 200 users and 50 roles with PureConnect.
  • We are a CaaS Local Control customer, meaning that our voice traffic stays onsite at EMS, but we leverage PureConnect cloud servers in a geo-redundant environment to route our interactions.
  • EMS Provides support and services via Voice, Email and Chat with the ability to also turn-up SMS. With the Genesys system we are confidently able to achieve all of this with a single FT dedicated EMS Genesys Administrator.
  • The Genesys sales and support engineers are the best in the business.
  • Any ideas or questions that need addressed are quickly and accurately addressed with a phone call or email to our Customer Success Manager, Service Delivery Manager or Support Team. The support we receive feels genuine and the demonstrated sense of urgency is not based upon the number of seats we occupy.
  • The Genesys PureConnect platform is highly customizable and we have yet to truly run into any roadblocks with system configuration and feature sets. We are only limited to our own creativity.

Cons

  • Reporting. Why can't I get individual interaction details from cradle to grave? Most importantly on "abandoned" interactions. PureConnect sums and averages all of your interaction data by half hour intervals and therefore dumps the individual line by line data. We want to know if someone abandons a queue, what date/time they called, their number, wait duration(s) before disconnect, workgroup and etc. This just makes no sense in comparison to the competition. The rest of the canned reporting is useful and works well.

Return on Investment

  • Moving from Echopass to PureConnect we quickly achieved over 2000% in our ROI.

Alternatives Considered

echopass

Other Software Used

GoToAssist, Microsoft Office 2016, SonicWall Web Content Filtering Services, Microsoft Exchange, Ubiquiti Networks UniFi, Wireshark, Visual Studio IDE, Microsoft Dynamics CRM, Salesforce Community Cloud, Zendesk, SugarCRM, NetSuite CRM+, Google Analytics

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