Genesys PureConnect

Genesys PureConnect

4.2
(201)
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Genesys PureConnect is a customer interaction center (CIC) for both on-premise & cloud (CaaS),

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Showing 201 Genesys PureConnect reviews
LinkedIn Connections
Paul S.
Validated Reviewer
Verified Current User
Review Source

"PureConnect - The Right Solution"

What do you like best?

System flexibility and the ease of development and change. Integration is easy, regardless of the platform. Tools work. We are using the cloud version of PureConnect, we have not experienced even a single minute of downtime in over five years. We couldn't have achieved that if we managed it ourselves.

What do you dislike?

Would appreciate access to additional details on individual calls (i.e. abandon call details).

Recommendations to others considering the product:

Highly recommend using PureConnect in the cloud. We have experienced zero downtime in over 5 years and we update our version of PureConnect at least once per year to take advantage of the new features. Upgrading is painless. We operate 24/7 and don't experience any lost interactions or downtime when upgrading the system.

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

EMS is a BPO for a number of customers. The flexibility of the system allows us to be nimble and apply changes with relative ease, quicker than most companies can do on their own.

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Ryan L.
Validated Reviewer
Verified Current User
Review Source

"Best Contact Center Product Out There!"

What do you like best?

I like the sustainability of this product. We might have issues with networks, firewalls, and other voice systems, but we never have any issues with PureConnect. Also, the ease of use for both the supervisor teams and agents. I have used some other contact center applications, but this one is by far the best.

What do you dislike?

There are some minor things I don't like, like the inability to change the names of most of the containers in Administrator. The application is very sensitive too, meaning that any network blip might cause the system to fail over to the secondary server. But even a fail over works flawlessly for us, so these are only minor issues.

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

We are currently solving the issues of not being able to have the right people answer the right types of calls. We have really utilized the awesome skills based routing abilities that PureConnect offers to make sure the right agents are available to answer the right calls, overall minimizing the amount of time that a customer has to wait to be answered.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Theresa S. C.
Validated Reviewer
Verified Current User
Review Source

"Genesys PureConnect, closer to customers."

What do you like best?

Genesys PureConnect, is an ideal support tool, to provide all kinds of web solutions, thanks to this tool you can have a closer relationship, thanks to the different features it has, in this way, you can provide different support options, and take clients, a more complete answer to all your needs, we can provide support via email, phone, live chat, and many more options, to give a follow-up, clear and timely in each case, plus this tool, is compatible with other CRM software, which makes it more versatile in every way, another point in favor of this application that I like very much, is the creation of support groups, which allows a multiple solution in more advanced cases, with different opinions, at the same time.

What do you dislike?

I have noticed that when we have many cases to solve at the same time, the software seems to saturate and go slower, according to our computer specialists, the problem is from the Purecconnect server, which has a limit, and when the traffic accumulates from the same point can go much slower, this bothers me a lot, since it cannot work on my speed, so it is something that should be improved soon.

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

We have a better approach to our clients, and we can provide more complete solutions, with answers from different virtual media, and with all kinds of tools, which elevates our reputation towards all people, and this is not vital only for us, if Not for any company.

Riche M.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"User Friendly Agent Answering Tool from a Trainer's Perspective"

What do you like best?

The Microsoft features such as click&drag, resizing and column sorting make it easy to use because it is similar to other tools we use on a daily basis.

What do you dislike?

I don't care for the lack of customization of some of the buttons. It would be nice to be able to rename some of the buttons to common terms related to my environment.

Recommendations to others considering the product:

This is a slick tool to use. Many users that I've trained are very excited about how user friendly it is. Conference calling is usually the highlighted feature. I have created customized documentation for my clients, but really the tool is very easy to pick up once you start clicking around. After the first 3 or 4 calls, users tend to get the hang of it and an interest to learn more greatly increases. I'm not sure of pricing, but I've heard from clients that I've trained that it's not cheap.

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

PureConnect allows for easy conference calling which decreases the chance of accidental disconnects and easy tracking of interactions.

Gavin B.
Validated Reviewer
Verified Current User
Review Source

"Strong Functionality Which is Somewhat Supportive"

What do you like best?

As a market leader, Genesys deliver a strong experience, dealing with calls and emails seamlessly. Overall, there is strong usability of its many apps and software. They are also driving their cloud first agenda well.

What do you dislike?

When seeking technical support, at times it can take too long to get the answer you need. This is caused by the lack of dedicated support for customisations. Meaning, unless you are the technical expert who designed the customisation, it will take some time to resolve any issue.

Recommendations to others considering the product:

A great product on an inspirational journey. Constantly introducing new releases packed with features.

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

We previously ran outbound campaigns completely manually. Taking up agent's time with answer machines or no answers. Introducing PureConnect's dalliers have allowed us to drive efficiency through automation to allow customers to tell us when they''re ready for a call.

Greg K.
Validated Reviewer
Review Source

"PureConnect - a development solution for your contact centre"

What do you like best?

PureConnect - specifically IceLIb - provides an incredible level of granular customization. This provides our company with the ability to integrate the solution with our unique corporate needs.

The ability to access the raw data on the backend has been a huge benefit, allow us to create custom reports that integrate our dialer stats with our business metrics.

What do you dislike?

The license model for PureConnect is very rigid, and there is little assistance for our cyclical business nature. The answer of "move to the cloud" might be fine long term, but some business flexibility would be helpful in the short term.

As a product, the outbound dialer solution has some limitations / features that don't appear to work as designed / expected. Examples include the way that scheduled callbacks work (or don't work).

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

Using IceLIB we have created a custom agent environment where all 800 of our campaigns have the exact same look and feel, but use different dialer campaigns. This is done through modular script flows and tools, making script edits simple.

John P.
Validated Reviewer
Review Source

"25 years of features and stability"

What do you like best?

PureConnect has a long legacy under it's belt in the contact center market. The former ININ platform is the one competitors have had to go up against feature by feature for a very long time.

What do you dislike?

It's starting to show it's age. While still ININ, there was quite a bit of implementation spread, where it's obvious that different development teams chose to divert from a unified approach. This doesn't matter if the target customer is using it out of the box, but it adds significant complications to customization. In the Genesys years, modernization of PureConnect has clearly, and understandably taken a back seat to next generation products, like PureCloud.

Recommendations to others considering the product:

Have a written set of business requirements as well as a test plan to validate functional requirements for the implementation process. This is a full featured platform, but if you require complex customizations, they need to be really thought through as they can be difficult to impossible.

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

Desktop integrations with multiple CRMs, IVR, Dialer, etc. These items have helped move our business forward.

Raleigh B.
Validated Reviewer
Review Source

"Feeling insignificant"

What do you like best?

I love the pure power and configurability of the Pure Connect platform. There has been little to nothing that we have not been able to do with it.

What do you dislike?

Over the last few years (especially the last 1.5) we have seen a significate decrease in customer server, support,. It seems as if there is a lack of care, because we are a pure connect customer vs. a pure cloud customer. I am getting the distinct impression that Genesys just wants Pure Connect to die so it can be phased out. We are continually bombarded with 'omni-channel' approach which is fine but then we find out about recertificaitons after we have expired, and we find out about dropping support for product versions that would now cost $20K if we dont upgrade in time. How did we find out? Not via email, not chat and not phone but we find out thru a third party who read it off some obscure locaiton on the website while searching for somthing else unrelated. Correct me if I'm wrong but thats not very Omni-channel. How can i have confidence that everything being shouved in our face about Pure Cloud and how well it does Omni-Channel when you have shown that its unable to see when something is going to expire, and cannot seem to call, or even email us in time to prevent us from getting in the time crunch? The support and way that we have been treated as Pure Connect customers does not inspire confidence that we matter and that the Pure Cloud solution would perform any better.

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

Pure Connect it genius, love it, powerful, not sure why its death is so wanted.

A
Administrator
Validated Reviewer
Verified Current User
Review Source

"Transistioning from legacy systems to PureConnect has been a positive experience."

What do you like best?

The integration of Contact Center features built within a single solution has been rewarding to our customers and users of the system. As best said by a manager we recently converted from a cloud ACD to premise PureConnect - 'We are 100 times better than we were before.' The department through one portal can view real-time dashboards, reports, call recordings, use analyzer to digger deeper, and manage their agents.

What do you dislike?

Licensing with PureConnect is not straight forward. It is very confusing for someone new to the system to understand the requirements. Even product names (for the same product) are different from the sales order, to the invoice, to what is displayed in the system once installed. More guidance from Genesys should be given on licenses.

There is room for growth within the integration of the ACD and Dialer. While the system is easy to use, the presence of wrapup codes on outbound dialer call recordings would be a nice to have.

Recommendations to others considering the product:

Have a solid FRP in place. Clearly understand all licensing needs.

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

Throughout the bank, many departments had no way to measure their work. They were on different systems and could not see their stats. Moving these teams to PureConnect has brought much needed insight into how they are managing their work load. We now can measure time on calls and emails and provide solid coaching advice. It has been a great win for productivity!

E
Executive Sponsor
Validated Reviewer
Verified Current User
Review Source

"Pure Connect is the Step Child"

What do you like best?

All in one system, but communication and support has suffered

What do you dislike?

The service we receive from Genesys is subpar. Prior to Genesys purchase of I3, we had an inside sales rep I could contact during the business day. Now we only have our outside sales rep. This person's job is to be in the field, selling product. Therefore any information we need or quotes etc, we need to wait longer than my upper management (and myself) feels is appropriate. On paper we have 1 system, but we are running 3 offices from that system and will be adding a 4th. So we require more attention than the average office. Our in house technicians are more knowledgeable than Level 1 tech support.

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

I really dont have anything good to say here, and I have been in charge of the pure connect system since 2004. Communication with the Pure connect customers is horrible

I tried to down load the Road map for Pureconnect but was brought to a page that had the pure cloud roadmap in pdf form. I am attending Xperience 19 (as I did last year) and I hope there are at least some items for those of us running Pure connect.

David C.
Validated Reviewer
Verified Current User
Review Source

"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 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.

Christopher K.
Validated Reviewer
Verified Current User
Review Source

"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 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.

Corey S.
Validated Reviewer
Verified Current User
Review Source

"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 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),

Philip H.
Validated Reviewer
Verified Current User
Review Source

"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 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.

Jerrod M.
Validated Reviewer
Verified Current User
Review Source

"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 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.

David O.
Validated Reviewer
Verified Current User
Review Source

"On the fence"

What do you like best?

Genesys PureConnect Cloud is running within our environment with multiple integrations to our backoffice systems. There is less infrastructure and, in theory, less telephony issues that I need to contend with.

What do you dislike?

Our experience with the PureConnect Cloud platform is more of a hit/miss type of experience and our ability to obtain support is often time very difficult. I am struggling with the billing changes that Genesys is pushing hard to implement, i.e. 12 months licensing of services up front.

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

we are trying to implement a reliable phone system that can support a 24x7 business and we are struggling to meet this base requirement.

Jakob I.
Validated Reviewer
Review Source

"Great "All-in-one" solution with the features you need to operate your contact center!"

What do you like best?

We wanted a "one stop shop" provider that can provide all CCC features needed in one solution with minimum of "add-ons'.

We needed a solution that could integrate with multiple telephony environments & separation of contact center and telephony investments and roll-outs.

Partnership with Microsoft for UC, including joint product roadmaps and tight product integration – Hassle free upgrades.

Recognized by trusted industry experts (Gartner, Frost & Sullivan etc.).

What do you dislike?

Cost is a hindrance for utilizing Genesys products and services, especially for smaller sites and smaller teams.

The tools is sofisticated and advanced, and that's great, but it would be good to have a "Basic" license with a lower cost that could be used for smaller teams with limited requirements.

Each individual implementation can be cumbersome and requires substantial investment and dedicated resources.

Recommendations to others considering the product:

We are happy with the solution and the functionality. It is well suited for mid to larger contact centers with a demand for a single solution that can cater for all needs within the contact center area. The product development pipeline seems to be well geared for new and upcoming technologies, even if the core product has been in the market for a long period of time. The solution requires skilled key users and administrators and can be costly, especially for smaller teams and organizations that will roll out the solution to distributed sites.

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

Historically we had a lack of a common contact centre communication concept within our organization, with several different systems and solutions in use. This contributed to inefficient operations and inability to deal with peaks and drops in customer demand throughout our company.

With the implementation of a common Contact Centre Communication Concept, the contact centers got an important corner stone in place, in order to transform the function from a transactional overhead operation to a strategic value added point of differentiation that increases revenue & improves margins.

Vincent D.
Validated Reviewer
Review Source

"Flexiblity with Genesys Pure Connect"

What do you like best?

The tool is very flexible. We support multiple clients and it has been realitively easy to setup the system to support each clients individual needs, while also leveraging all queues for overflow to drive efficencies.

What do you dislike?

There have been a few requirements we've had that haven't been out of the box. However, Genesys has been very engaged in helping us develop some customer applications and/or be allowed us to be early adoptors for solutions new to Pure Connect.

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

We were looking to reduce our overall cost of ownership as well as streamline the number of vendors we had in our space. By going with Genesys Pure Connect Cloud we were able to realize a significent lower cost of ownership and now have our telephony, WFM, quality, outbound dialer and several other solutions in 1 intregrated system.

Victor H.
Validated Reviewer
Review Source

"Difficult to give problem, PureConnect"

What do you like best?

The error rates are low, number of platform utilities, simplified with development options according to the user's creativity.

What do you dislike?

the site does not have more complete platform training, dashbords are not visually beautiful.

Recommendations to others considering the product:

In relation to cost benefit is one of the cheaper dialers of a well reputed company like genesys, really complete with several utilities for the administrator

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

Today I work in a telecommunications company where we use some platforms, in relation to genesys we use purecloud and pureconect helping the management of links, the organization of mailings among other features that the platform has.

Thomas Q.
Validated Reviewer
Verified Current User
Review Source

"PureConnect The PBX agnostic contact centre solution. "

What do you like best?

We were able to upgrade our contact centre (which is within my scope) without having to upgrade our organizations PBX infrastructure (which is outside my scope). The directories we created can be updated in real time so they are now an authoritative source of the truth for my agents.

What do you dislike?

I would like to be able to listen to live calls in the ICBM application without having to also log into the agent application.

Recommendations to others considering the product:

More tightly integrated than most other solutions I've worked with. You can tell that it's all built on the same code base.

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

A PBX agnostic application that can be customized to have better than front-of the line priority for emergency calls. With group station ring, a code blue will always be answered in a few seconds.

Trista W.
Validated Reviewer
Verified Current User
Review Source

"How PureConnect has help our Organization"

What do you like best?

We love using PureConnect. It has made our call flows and email routing easier to handle. We now have a chat feature that we offer to our outside agents and hope to open this up ton our members in the future. PureConnect has help us to better service our members' and our Field Reps.

What do you dislike?

The only thing holding us back from doing out final upgrade to the PureConnect Web version, is the only feature for printing emails, does not work on the web version.

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

Better call flows and a better picture into who is calling and what our agents are doing. The out of the box reporting is even great.

Mark G.
Validated Reviewer
Verified Current User
Review Source

"Works as expected!"

What do you like best?

Pureconnect works as expected every day. If by some chance there is an issue Genesys provides top notch support that address the issue with urgency and knowledge

What do you dislike?

There is not much I dislike first of all. I wish we could resize some search windows inside Interaction Administrator. I also wish there were ways to export information from Interaction Administrator like users, managed stations, etc...

Recommendations to others considering the product:

The applications work as intended with almost zero issues. If there are issues Genesys support is amazing and will work with you until the issue is resolved.

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

We can manage our call centers (calls, chats, and emails) using PureConnect. In addition, the product is onsite so we can address hardware issues quickly if needed

Jason G.
Validated Reviewer
Review Source

"Pureconnect Review"

What do you like best?

The interface ;is very easy to use and customizable. I'm always amazed by the different customizations I see some our agents using. Anywhere from splitting the window into 2 screens or even up to 8 screens, with any number of information in them. Dial pad, queue views, workgroup views, etc. . .

What do you dislike?

It does seem to nickle and dime you with license charges (station licenses, ACD Licenses, Concurrent Licenses, Supervisor Licenses, etc. . ., but I'm not familiar with other platforms so I don't know how it compares there. Overall there isn't much I don't like about this product.

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

We have been able to setup just about any IVR requested by our users with the many different capabilities of the system. Customization customization customization.

A
Administrator
Validated Reviewer
Verified Current User
Review Source

"Easy to maintain call centre software"

What do you like best?

This software has the ability to do it all. Whether you are running a full-scale call centre or just for your inter-office calling, PureConnect is for you. The suite is broken down into bite-sized licensing and access so you can give as much or as little access to staff, depending on their role in the company.

What do you dislike?

There are so many different parts of the software, depending on what you want to do. Some days I had to log into 6 things at once to do everything I needed (Desktop, Business Manager, Supervisor, Administrator, Scripter, Attendant)

Recommendations to others considering the product:

PureConnect is very indepth and there are a lot of features. Don't be put off at first with the complexity of it, try to stick it out and learn it. Once I had my head around it I really liked it but I must admit I was very overwhelmed at the beginning as I didn't have anyone to teach me, I just had to figure it out. Negotiate a good support agreement within your contract so that you can rely on them to assist you where possible.

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

We are predominantly a call centre, that portion of our business makes up around 70% of our total business. We needed a solution that could help keep us all on track, report and measure trends, easily automate our customer's IVR journey and give them the best experience possible to ensure they are returning to us for repeat business.

Sam O.
Validated Reviewer
Review Source

"Very comprehensive call centre phone suite"

What do you like best?

This suite has pretty much every feature you could ever want or need. It has been around for so many years and it receives so many updates, whether they are just patches or full releases that it is forever improving. We had a very good service coordinator who helped when we needed to escalate quickly.

What do you dislike?

We were running on 2015 R3 using SIP100/SIP200 hardware. We had a hard time being scheduled in for an update with a wait time of approximately 1 year. The SIP boxes often would deregister, forcing our whole call centre to go down and having to re-register them again in order to get back up and running. The support were never able to find a solution to this problem.

Recommendations to others considering the product:

You need to decide if you want a full suite onsite that is very mature and feature rich or if you would prefer to use their cloud based solution which takes far less management but is also lacking a lot of features and functionality. It depends on how big your centre is and which features are most important to you.

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

For the most part this suite met all our needs - inbound, outbound, dialer ,call recordings, administration, stats, reports etc. We have since changed over to another Genesys product in PureCloud which is their cloud based phone solution. It is very young and lacking some of the features of PureConnect but it has removed the need for manual upgrades and having so much hardware.

Learn more about Genesys PureConnect

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