Genesys PureConnect

Genesys PureConnect

(42)
4.3 out of 5 stars

Genesys PureConnect is a customer interaction center (CIC) for both on-premise & cloud (CaaS),

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Showing 42 Genesys PureConnect reviews
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Genesys PureConnect review by <span>David C.</span>
David C.
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Genesys PureConnect - Flexibility, Complexity, and Technology Advances

What do you like best?

The Genesys PureConnect solution provides unparalleled contact center features and flexibility in the customization and integrations it enables that can dramatically increase both customer satisfaction and agent ease-of-use. It's all-in-one focus means that an impressive array of features from real-time speech analytics and call recording to complex voice-enabled IVRs can be deployed without the need to "bolt on" multiple 3rd-party systems. And it's standards-based architecture means that it can seamlessly integrate with a multitude of other business systems from CRM to order management and much more.

What do you dislike?

With industry focus on cloud-based systems, PureConnect has lagged behind a bit in its ability to use the latest technologies - most specifically WebRTC. This needs to be fully integrated into Interaction Connect... and quickly. There has also been talk of migrating all of the other administrative and supervisory applications to a web-based model, but this has also been slow in coming. Once these transitions are complete, PureConnect (like PureCloud, but with a different focus and feature set) will be much more flexible in how it can be hosted and deployed.

Recommendations to others considering the product

Consider whether your organization is a good fit for this product. It does have many powerful business user features but is definitely contact center focused. It also is overkill for really small organizations (maybe < 100 users). But regardless of size, it can do almost anything. The phrase "just add money and stir" applies here. If you can dream it up, PureConnect can probably be configured or customized to do it. This means that it can be a good fit for a specialized use case where it otherwise might be a bit much.

What business problems are you solving with the product? What benefits have you realized?

I have worked with many organizations to reduce inefficiencies and provide a higher level of customer satisfaction by building self-service options and giving agents the tools they need to better serve those that speak with. Integrations with other business systems and automated bulls-eye routing scenarios have been some of the most compelling.

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Genesys PureConnect review by <span>Christopher K.</span>
Christopher K.
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Full Control For Your Contact Center

What do you like best?

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.

What do you dislike?

The reporting is good, but could be better. We get by with the offered reports, but the biggest challenge is the ability to find call detail on an abandoned interaction. We look forward to a solution on this.

Recommendations to others considering the product

From a technical perspective the biggest benefits for myself, EMS and our partners is:

• Ease of use of the PureConnect systems, from an Administrator experience to our Supervisor tools and end-user Desktop platform

o 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.

• As an outsourcer of contact centers, 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.

o At present we are managing roughly 500 phone numbers, 400 workgroups, 200 Inbound Call Profiles, 200 users and 50 roles with PureConnect

o 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.

o EMS Provides support and services via Voice, Email and Chat with the ability to also turn-up SMS.

o With the Genesys system we are confidently able to achieve all of this with a single FT dedicated EMS Genesys Administrator.

What business problems are you solving with the product? What benefits have you realized?

Enhancing the overall Customer Experience and agent ease of use for complex processes through the use of Interaction Process Automation. The ability to automate background processes has dramatically improved training and interaction handle time.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Genesys PureConnect review by <span>Corey S.</span>
Corey S.
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A Truly Customisable & Scaleable Product

What do you like best?

PureConnect is a UC and Telephony platform that allows for, and certainly benefits from, a complete bundling of all aspects, both analogue and digital, of a business' communications. PureConnect allows for seamless integration of varying telephony modes (PSTN, ISDN, SIP & VOIP) that may be utilised across multiple sites, Security policies, phone and video recording of interactions, skills-based routing (SBR) for both IB and OB, OB dialling campaigns utilising SBR & unique dialling rules all make for a solid, customisable, and durable system.

What do you dislike?

The only dislikes experienced are minor issues specific to how I would like to use the system. Some areas of IA can't be CTRL-left mouse clicked to select and add/remove multiple entries at once. This proves a little cumbersome when managing organisations of 1000+ staff across multiple businesses/entities. The ability to glean information from Interaction Attendant, through an Excel export or SQL DB table for example, would be invaluable on such a large scale as, currently, it needs to be done manually.

Recommendations to others considering the product

An all-in-one solution is the best for the PureConnect system. Having Live Chat, Inbound Calls, Outbound Dialling and everything in-between in one place makes for seamless integration when utilising other platforms such as BI tools or CRMs

What business problems are you solving with the product? What benefits have you realized?

- Fluid OB lead dialling based on custom SQL filters (campaigns, attempt timings, etc)

- Constantly updating SBR using real-time agent performance data to impact conversion rates for sales (both Inbound & Outbound),

Genesys PureConnect review by <span>Philip H.</span>
Philip H.
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PureConnect = Good Stuff

What do you like best?

The ability to do so many things. All the options in Attendant and IC Admin allow you to do almost anything you want to do. Skill based routing is a fantastic concept and executed well in designed correctly. Initiation, retention, and Security settings for recordings.

What do you dislike?

There are some things that I would expect to be basic functionality in any call center software that aren't there in regards to reports and schedules. I also don't like having to go through a vendor for support. The reporting comes with a built in report builder but it doesn't let you add the pieces you want unless they are within a certain grouping. There are a number of very weird one off issues as well, like while writing this review I received a call from a Team Leader that they just had 2 agents phone calls with 2 different members, merge without any sort of transferring. I am sure not all companies have the issues we do, my predecessor was the one who did our part of the implementation and he caused a number of issues in other places with the way he had set things up.

Recommendations to others considering the product

If you have been growing at a steady rate as a company, build everything out as if you are 3 times the size. Also, get policies and procedures in place ahead of time for recording retention.

What business problems are you solving with the product? What benefits have you realized?

PureConnect allows us to route all incoming calls however we want as well as record them.

Genesys PureConnect review by <span>Jerrod M.</span>
Jerrod M.
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PureConnect is Great

What do you like best?

PureConnect provides companies with the tools needed to run their Contact Center effortlessly. The customization capabilities, redundancy and dedicated development team at Genesys really come together to deliver a robust platform capable of scaling with your business from whether your going from small to mid-grade or even into enterprise.

What do you dislike?

As PureConnect continues to age and it's code base grows, Bug Fixes and Enhancements in future versions can introduce business impacting issues and other bugs. This seems to happen frequently from release to release. Recently, the release schedule changed for PureConnect which seems to have helped with this.

Recommendations to others considering the product

Invest in Handler training. The customization options it opens up will greatly expand your ability to deliver business solutions.

What business problems are you solving with the product? What benefits have you realized?

The nature of our business requires we send billing notifications to our customers members. To accomplish this we utilize the PureConnect Dialer platform to run Agentless, Preview/Predicitve, and even SMS enabled campaigns to reach our member base. Not having to outsource this work allows us to greatly monitor and modify our outbound strategy as needed. We were able to quickly develop and release SMS enabled billing notifications thanks to Dialers integration with the built in development solution.

Genesys PureConnect review by <span>Mohammed A.</span>
Mohammed A.
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The Best All-in-one Solution for the Modern Call Center

What do you like best?

It consolidates multiple views and functionality into one streamlined Desktop interface.

What do you dislike?

Better Canned reports out of the box, provide ease of use to customize the reports.

What business problems are you solving with the product? What benefits have you realized?

The Genesys Pureconnect is the primary call center system that our healthcare authority uses for any telephony based requirements. Our team is making the standard and approved platform for any new call center departments that needs this service. we are onboarding departments yearly to leverage and take advantage of the rich application suite being CIC. We have many departments that currently use it. this addresses many business and technical problems these department have had in the past, prior to using CIC. We had to use many and multiple vendor products and try to integrate them together, which was very challenging from compatibility and support. We eliminated all that using on-premise CIC.

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