Overview
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…
Wondering Why End of Life on PureConnect
Genesys PureConnect, Oh how I shall miss you!
Amazing on-premise or hosted solution
Genesys PureConnect Review
Our path to the best customer experience
Stable and Adaptable Contact Center Software
PureConnect Feedback
Fanboy for PureConnect
GENErations SYStemed
A highly customizable platform that can integrate with many applications
Full Control with PureConnect
PureConnect - Worth connecting to this!
Top level view rather than deep dive
I highly recommend PureConnect for your contact center solution
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Warm transfer (57)8.383%
- Call forwarding (56)7.777%
- Call tracking (55)7.777%
- Agent dashboard (55)6.767%
Pricing
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…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
What is Broadvoice?
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 6.7Agent dashboard(55) Ratings
Enables agents to track and view their individual and team performance.
- 7.5Validate callers(48) Ratings
Authenticates inbound callers with a customer ID.
- 8.5Outbound response(41) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 7.7Call forwarding(56) Ratings
Forwarding of calls to the appropriate agents.
- 8Click-to-call (CTC)(43) Ratings
Allows one-click calling for agents.
- 8.3Warm transfer(57) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8Predictive dialing(36) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8Interactive voice response(45) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 7REST APIs(37) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.5Call scripts(39) Ratings
Providing agents with a predefined conversation script.
- 7.7Call tracking(55) Ratings
Enables agents and managers to see the origin of the call.
- 9Multichannel integration(44) Ratings
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
- 8CRM software integration(38) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 6.5Inbound call routing(51) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 6.5Omnichannel inbound routing(39) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 4.5Recording(52) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 4.5Quality management(46) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 3Call analytics(43) Ratings
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..
- 5Historical reporting(52) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 6.5Live reporting(48) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 7.9Customer surveys(35) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 5Customer interaction analytics(30) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Genesys PureConnect (discontinued)?
Genesys PureConnect (discontinued) Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Genesys PureConnect (discontinued) Screenshots
Genesys PureConnect (discontinued) Videos
Genesys PureConnect (discontinued) Competitors
- Avaya IP Office
- Cisco
- inContact
Genesys PureConnect (discontinued) Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows |
Mobile Application | iPad Supervisor |
Genesys PureConnect (discontinued) Downloadables
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(216)Attribute Ratings
- 8.6Likelihood to Renew12 ratings
- 9.1Availability3 ratings
- 8.8Performance3 ratings
- 7.3Usability12 ratings
- 4Support Rating12 ratings
- 8.3Online Training3 ratings
- 8.2In-Person Training4 ratings
- 6.1Implementation Rating7 ratings
- 9Configurability2 ratings
- 8.2Product Scalability3 ratings
- 8.1Ease of integration2 ratings
- 8.8Vendor pre-sale3 ratings
- 8.8Vendor post-sale3 ratings
Reviews
(1-2 of 2)Genesys PureConnect Review
- PureConnect's customization through the c# API, web API and handlers is fairly welcoming to customization with a fair amount of supporting documentation.
- The dial plan in PureConnect is one of the best laid out that I have seen in a contact center product. It is very readable.
- The ability to farm out responsibilities like agent onboarding and terms to department level users through granular security is a real timesaver.
- The ease of setup of the platform of itself is practically unheard of in the call center space. Simple Windows wizards with easy to follow documentation and you can very easily have an environment that can pass BFT.
- The hub and spoke model of services employed by the core engine of pureconnect is very reliable.
- Genesys development strategy over the years has allowed the platform to become somewhat stagnant. Too much emphasis was put on PureCloud which is not an adequate replacement for PureConnect and the platform was only given bug fixes for a few years.
- The built in voicemail function feels like an afterthought and requires user action to complete polling for messages.
- They take far to long to address very basic SCRs (change requests for bugs) unless they are service impacting.
- Their entry level support has degraded somewhat since the acquisition.
I can't say that I would generally recommend this platform any longer. Genesys has outsourced their support for the PureConnect application family to a 3rd party that has had significant difficulties in the transition. All of their sales are marketing efforts are geared towards their cloud offerings. They are ending their sale of non-subscription licensing for the platform as of Feb 2022 as well, which is unfortunate as all estimates we have for migrating to their subscription model (even with the licensing bundling they have done) would lead to an increase in the tco of the platform.
If you already have this platform, it's great. If you're shopping around, I think you have better options.
- Webservice integration and customizations via handlers
- Ease of use of the client applications
- Platform stability
- Agent dashboard
- 30%3.0
- Validate callers
- 70%7.0
- Outbound response
- 80%8.0
- Call forwarding
- 80%8.0
- Click-to-call (CTC)
- 40%4.0
- Warm transfer
- 80%8.0
- Predictive dialing
- 80%8.0
- Interactive voice response
- 90%9.0
- REST APIs
- 100%10.0
- Call scripts
- 80%8.0
- Call tracking
- 90%9.0
- Multichannel integration
- 80%8.0
- CRM software integration
- 80%8.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 90%9.0
- Quality management
- 60%6.0
- Call analytics
- 80%8.0
- Historical reporting
- 70%7.0
- Live reporting
- 90%9.0
- Customer surveys
- 60%6.0
- Customer interaction analytics
- 60%6.0
- The initial setup of the platform and deployment had a negative impact, as Interactive Intelligence sales oversold licenses and poorly designed the system with things like redundant imonitor servers and redundant storage servers that cannot properly be leveraged.
- Inbound contact center traffic
- IVR self service
- Reporting and analysis of historical interactions.
- Workforce utilization and activity monitoring.
- Self Service IVR payments
- Replacing a legacy self service system that relied on a mainframe
- Broaden contact channels by adding an SMS broker
- expanding existing contact channels to further agencies
- additional integrations to bolster self service offerings.
- Price
- Product Features
- Product Usability
- Implemented in-house
- Determining what features were critical enough to host them in our backup location (balancing the expense vs the value add)
- Working with a 3rd party doing a PSO design implementation for the customer's IVR while we were building the environment internally.
- Online training
- In-person training
From a supervisor's perspective, the amount of visibility you have into the contact center activity is fantastic. It does require some upfront configuration to get the most out of it, but nothing is particular complex or convoluted. The built in help is a key feature for supervisory applications like IC Business Manager and Interaction Administrator.
From an administrative perspective, the platform just works. It's very easy to set up and can be fairly hands off after it is up and running. Some of the log files can be a tad obtuse when trying to find information that should be relatively easy to expose (main example, who changed a user's status or reporting on license usage) that just isn't easy to obtain or there at all, but for the most part administration and setup is easy.
- Inbound attendant configuration.
- Configuring and customizing the dial plan
- Extending attendant and other functionality using call handlers
- User provisioning
- Management of workgroup skills
- Getting worthwhile data out of the built in reports
As far as IVR operations, web service calls, database operations: they all operate reasonably.
- Upgrades contain rolled up bug fixes
- Genesys is using the upgrades as an avenue to add more functionality to Interaction Connect
- Modern features trickling in from PureCloud and PureEngage (widgets, WebRTC, co-browse chat)
- more Dutch red...
- Chat switching from the current IIS hosted version to the new widget that just uses the web server as a reverse proxy
- Support for Windows server 2016
- Full TLS 1.2 support
Our PureConnect Story
- Flexibility
- Easy to manage (all in one solution)
- Powerful as we can easily customise to meet our needs
- Good for remote location architecture
- Reporting
- Documentation
- Training courses
- Suited for flexible growing company with remote site architecture
- Less appropriate for business users only scenario
- Agent dashboard
- 60%6.0
- Validate callers
- 70%7.0
- Outbound response
- N/AN/A
- Call forwarding
- 60%6.0
- Click-to-call (CTC)
- 50%5.0
- Warm transfer
- N/AN/A
- Predictive dialing
- N/AN/A
- Interactive voice response
- N/AN/A
- REST APIs
- 40%4.0
- Call scripts
- N/AN/A
- Call tracking
- N/AN/A
- Multichannel integration
- 50%5.0
- CRM software integration
- N/AN/A
- Inbound call routing
- N/AN/A
- Omnichannel inbound routing
- N/AN/A
- Recording
- N/AN/A
- Quality management
- N/AN/A
- Call analytics
- N/AN/A
- Historical reporting
- N/AN/A
- Live reporting
- N/AN/A
- Customer surveys
- N/AN/A
- Customer interaction analytics
- N/AN/A
- We can give feedback on what we like and what is not working so well
- We ask as well some feature that needs enhancement
From top management to bottom. We have all our department using Genesys pure connect. We currently don't have any integration with other telephone system. We might evaluating this options in a the future but at the moment it is not on our roadmap.PureConnect is sufficient for our needs.
We have divided our team in 2 teams.
1 team will be managing the support (Level 1 and level 2) and the day to day change requests.
1 team will be dealing with all our project (deployment of new agencies, new features, new integrations and new features dailer, workforce management) and the support query of level 3.
- all in one platform
- Multi media with same interface
- Easy to deploy remote site
- W e have a lot of users and but our call activity not so high
- We use table to avoid having to publish when making change in attendant
We did replace as they were not fit to deal with the change in the service Center industry. (asynchronous communication, multi channel...)
- Product Features
- Product Usability
- Implemented in-house
- Third-party professional services
- Change management
- We need to start easy and then add new feature (continuous progress)
- New interaction Connect good improvement from previous version
- remote site configuration is easy to implement
- Understand sometime how things really work technically (which port which protocol)
- Self help documentation can be improve too