Genesys PureConnect

Genesys PureConnect

4.3
(104)
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Genesys PureConnect is a customer interaction center (CIC) for both on-premise & cloud (CaaS),

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Genesys PureConnect review by Theresa S. C.
Theresa S. C.
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"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.

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Genesys PureConnect review by Riche M.
Riche M.
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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.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Genesys PureConnect review by Gavin B.
Gavin B.
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"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.

Genesys PureConnect review by Executive Sponsor
Executive Sponsor
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"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.

Genesys PureConnect review by David C.
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 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.

Genesys PureConnect review by Christopher K.
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 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.

Genesys PureConnect review by Corey S.
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 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 Philip H.
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 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 Jerrod M.
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 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 Jakob I.
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"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.

Genesys PureConnect review by Thomas Q.
Thomas Q.
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"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 business 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.

Genesys PureConnect review by Trista W.
Trista W.
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"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 business 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.

Genesys PureConnect review by Mark G.
Mark G.
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"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 business 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

Genesys PureConnect review by Administrator
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"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 business 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.

Genesys PureConnect review by Sam O.
Sam O.
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"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 business 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.

Genesys PureConnect review by Leon N.M. v.
Leon N.M. v.
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"Genesys Pure Connect"

What do you like best?

Multi client, Multi channel technology for customer care centres. easy to implement; easy to use, stable and enabler for innovatons.

What do you dislike?

for the majority of functionalities; it covers our needs for Multi country implementations in Europe. WFM- and speech analytics is partly matching our requirements. Mainly Czech, Poland, Turkey and Romania support of local language should be nice to have

Recommendations to others considering the product

look at your strategy to create Customer Experiances. Map your client- and marketing vision into the way how you service your clients. implement Genesys out of the gloud, As a Services or OnPrem dependingon your size and level of security/IT policy. and finally; you can make customer experience happen right away

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

For us as Global Customer Care BPO provider it is our main all-in-one platform for many clients. we use the platforms within the Telco, TRavel, Utilities, Automobile pilars all-over

Genesys PureConnect review by Mohammed A.
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.

Genesys PureConnect review by Shriram B.
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"Great and easy to set up and configure!"

What do you like best?

The PureConnect tools make it very simple for any administrator to set up and configure simple workgroups, IVR and call routing right out of the box.

What do you dislike?

I do not like the pricing model where everything is a license and you pay for that license. You own the license but cannot sell the license back or to someone else in the event you need to downsize.

Recommendations to others considering the product

Make sure you have all your documentation and road map fully planned and detailed before any implementation

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

Our entire call center is using PureConnect and we are solving a ton of different customer services issues as well as our own business operational problems.

Genesys PureConnect review by Internal Consultant in Retail
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"Super Power Routing"

What do you like best?

It provides a very powerful routing and skill engine, allowing us, to get customers to the right place the first time. We have been able to be very creative in our solutions, because of the flexibility that Pure connect provides in its routing capabilities.

What do you dislike?

The supervising tools are lacking, so we had do design some in house solutions.

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

Because we provide specialists on products, we needed to be able to guide customers to those individuals, with the least amount of effort. We have recently introduced Web call back on our website, and are using the skill routing to get the customer to the right agent, based on the product selected. We have also benefited from 2 tier routing, where we would activate agents additional agents in a queue, only after a customer has been waiting a specific amount of time.

Genesys PureConnect review by Consultant
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"All-In-One, easy, fast and useful"

What do you like best?

Unified administration, escalation, simply learn and all available documentation in help.genesys.com.

Recorder system and quality is the best product in market. You can link recording to survey with one click.

Log information provided for many subsystems is clear and you can analize and debug before report ticket to support.

What do you dislike?

Treatment about incoming DID in Attendant.

Documentation about system handlers to know how it works.

Change direction about reporting system, Crystal Reports - Active Reports - Stored Procedures, please define one product to custom reports.

Recommendations to others considering the product

Review the whole process related with deploy new versions (R´s and patches) because the actual process causes in customers update systems each 18 months to get access to last fixes.

I hope product still available at least for next 5 years.

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

Replace legacy system with a solution that unify all old systems in one platform.

Improve productivity in the call center (inbound, outbound and blended).

Automatic IVR to reduce a number of calls received by agents and when the call is delivered to best agent FCR (First Call Resolution) improve highly.

Genesys PureConnect review by Administrator
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"All in one contact center solution"

What do you like best?

Having used Cisco Call Manager - I can tell you PureConnect is so much easier to administer and I can sleep better at night knowing it is managed by Genesys.

What do you dislike?

The challenge is always trying to keep up and learn new things about the platform. It's not a dislike really, just there is so much to learn about this powerful system.

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

Allows organizational responsiveness & agility (responsive to needs of customer, stay ahead of competition, try before you buy, add applications).

We have ability to rapidly increase/decrease agent counts (Seasonality, High Growth Rate, Open Enrollment, Tax season, Holidays, etc)

We own and focus on the customer experience. The team is not focused on the stuff (server, OS, patches, upgrades)

Genesys PureConnect review by Administrator
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"Ease of use wrapped into a single platform = PureConnect!"

What do you like best?

The ability to have all of the contact center solutions wrapped into a single system to manage. The system is feature rich and easy to use. I like to be able to provide solutions to my internal customers and this system allows me to do that with ease.

What do you dislike?

The Optimizer and Quality manager modules could be a little less rigid. Optimizer needs to handle constraints with a little more flexibility. Quality manager needs to allow for a little more customization and moving of questionaires.

Recommendations to others considering the product

If you are looking for a feature rich system that is easy to use under a single platform, the PureConnect system is for you. It's ability to be customized offers endless ideas for solutions!

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

We have integrated with most of our customer information systems allowing us to offer more self service options in real time. This raised our customer experience and raised our customer satisfaction. By converting to the PureConnect system, we have combined 7 or 8 systems into 1. This saved our company money and resources as the upkeep of a single system is much more efficient than 7 or 8.

Genesys PureConnect review by Executive Sponsor
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"Very performant and stable. But the most important is the flexibility and the possibilities"

What do you like best?

It is an all in one tool that allows to manage the distribution of all interaction channels in the same agent application

In the business manager the real time statistics are very easy to use and efficient, and with his notification and alerting functionalities it is a very good tool for the supervisors.

What do you dislike?

the outbound Scripting tool miss a lot of possibilities and the blending inbound/oubound of one campaign could be improved. to realise that it is complex to implement.

The marquee server is not stable and has to be restarted often and does not offer nice display features.

And the web admin tool is not user friendly at all.

Recommendations to others considering the product

It is a very good call center Platform but the most important is to think in advance how you wan to organise your team to have the best operational efficiency. Then the structure of your workgroup and skills according to your organisation is going to help in a better follow up.

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

In our call center it is mostly inbound phone interactions distribution followed by chat interactions and outbound campaign as well.

The main gain is of course the accuracy of the distribution, but the also the productivity of the agents with the easyness of workgroup attributions.

Genesys PureConnect review by Mohamed K.
Mohamed K.
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"On the road with and towards smart and innovative solutions"

What do you like best?

We chose this solution for our telephone platform because it offers various advanced solutions. In particular, the multichannel, the distribution of intercations by skills, intelligent call routing and it is an all-in-one solution.

What do you dislike?

WFM solution, ICBM Application and Intercation Attendant

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

the solution is appreciated by our customers and has reduced the waiting time of our customers but also optimize the productivity of our employees.

Aini, we have seen an increase in the satisfaction of our customers and our employees.

It also helped to conquer our customers.

Genesys PureConnect review by Lisa A.
Lisa A.
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"Review"

What do you like best?

I like that Genesys is global and has customer care available 24/7.

What do you dislike?

I dislike the lack of communication from Genesys regarding issues,. updates, road maps and fixes to their bugs.

My biggest concern is their customer care and the lack of following a BEC agreement regarding time frames.

Recommendations to others considering the product

I recommend adding SLA into the contract for care.

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

We needed to update our IVR to have better reporting- a benefit is to be able to use one application to run reports for different channels such as voice, chat, QCB etc.

Genesys PureConnect review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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"PureConnect"

What do you like best?

I most like the ease of administration and thorough documentation of the platform. We can easily do our own maintenance/upgrades in house with little worry

What do you dislike?

Development on enriching current features seems stagnant as opposed to creating new features (PureCloud, ICWS)

Recommendations to others considering the product

Fully vet the licensing + maintenance costs. Maintenance costs keep increasing after the acquisition... Understand that if you are unhappy with the web client (Connect) that no future development is being devoted to the installed client (Interaction Desktop).

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

The ability to go beyond calls for customer interaction has done wonders for allowing us to further leverage agents and meet customers on the terms they want to be met.

Genesys PureConnect review by Richard O.
Richard O.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"PureConnect - The Ultimate Phone System for Businesses"

What do you like best?

The ease of daily administration and call accounting. No super-tech experience required. No need to pay a phone system vendor to do moves adds and changes. Even call flow items are pretty easy to understand.

What do you dislike?

Product licensing seems a bit pricey but sometimes you need to pay for the Mercedes to get the Mercedes

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

Call Recordings & Feedback surveys to assure customer satisfaction and agent performance. Very good packaged reports to assure trunk utilization and low call abandon rates. Using email and SMS queuing to stay modern in today's communication climate. Webchat allows customers to live connect with agents.

Genesys PureConnect review by Andrew a.
Andrew a.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"easy and had a lot of features "

What do you like best?

ICBM, live monitor web chat, Facebook integration in the pure connect was great

What do you dislike?

reporting needs to be more advanced there was a lot of information need to be added like( when the agent logout)

Recommendations to others considering the product

make more reports that meet customer requirement

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

Media server R4 that run on windows server 2012 r2 had an issue and we investigate with Genesys and solve this problem

Genesys PureConnect review by Jason Z.
Jason Z.
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"Top of the Line Platform!"

What do you like best?

Being a PureConnect customer for 2.5 years now, I love the flexibility and Omni-channel offering integration Genesys offers.

What do you dislike?

Currently, not much. Their Supervisor/Manager access is a bit cumbersome and their canned reporting isn't all we need, but they integrate well to other slick reporting tools.

Recommendations to others considering the product

Invest in WFM solutions.

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

Benefits are countless. Patient experience improvement. Safety with Screen capture. Unprecedented and accurate forecasting to name a few.

Genesys PureConnect review by Omar G.
Omar G.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"An all-in-one platform, with a simple architecture"

What do you like best?

PureConnect is an all-in-one platform, which offers best in breed capabilities, with a simple architecture. You won't need expensive integrations, neither a large harware footprint, nor complex systems. Is the best solution for Contact Centers of all sizes.

What do you dislike?

I don't like the way Genesys target this platform, as for medium and small Contact Centers. It's very powerfull and it could also work as good as PureEngage for large Contact Centers.

Recommendations to others considering the product

Try to use all the native features of the solution. You won't be dissapointed.

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

Actually I have seen that PureConnect helps to solve almost every business need, no matter its complexity or application.

Genesys PureConnect review by Michael B.
Michael B.
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"Good straight forward product"

What do you like best?

Pretty easy product to maintain and research calls

What do you dislike?

Hard to view live data in my opinion. Come from Syntellect where it was crystal clear your interactions and what your techs are doing.

Recommendations to others considering the product

I see this is a good system to work on to administer and add scripting. I feel the attendant scripting solution a little off-putting. Would recommend their solution be gui/scripting based (IE Designer) to more advertise the functionality.

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

Easy planning for upgrades

Genesys PureConnect review by Administrator in Utilities
Administrator in Utilities
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"Versatile, all-in-one, communication suite with renewed vendor support"

What do you like best?

All-in-One solution - I deal with one vendor now for our communication/contact centre needs, and my technical team can hone their knowledge/skills on a single solution.

I can offer a 'menu' for my business clients and turn up/down features for them as their business grows/pivots

What do you dislike?

Post merger, support costs appear to be considerably higher. Our next renewal will require considerably thought to determine our go forward strategy with PureConnect.

Reporting and analytics is sub-par resulting in my team spending extra time/effort in this area

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

Enhanced our QA process leveraging voice/screen recording, easily to configure/maintain integrations, ability to quickly and easily enable post call survey, putting the power of some day to day administration in the hands of my business clients

Genesys PureConnect review by Jeremy P.
Jeremy P.
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"What a Difference!"

What do you like best?

Caller ID

Easy of Use

Simplicity of Transfers

Camping Feature

Conference Calling

Consult Transfers

Ability to view multiple queues

Recording capabililities

What do you dislike?

Nothing, we love it!!!

If you are thinking of making the switch, Genesys PureConnect is the way to go. We went from answering the phones to truly being able to provide a quality customer experience with our conversion.

Recommendations to others considering the product

If you get it, you'll love it. We have received very good reviews from both internal and external customers and the whole system has made everyone more efficient.

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

Ability to better service our customers via caller ID and better internal communication when transferring between departments with consult transfers.

Genesys PureConnect review by Administrator in Financial Services
Administrator in Financial Services
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"So many things to do, but so little time!"

What do you like best?

I love how robust this system is. You can make it literally do anything!

What do you dislike?

You have to pay for the great add-on's. This can get pricey depending on company needs.

Recommendations to others considering the product

Take the time to explore all the add-on before going into the design/build stage. You don't want to miss out on some needed features or have to wait to get them put in place once you realize you need it.

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

In the world of auto collections, you use to be limited to the ways to contact a customer. Not anymore! with pure connect we're able to reach customers by phone, email or SMS Text, all within the same system.

Genesys PureConnect review by User
User
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"PureConnect Experiences"

What do you like best?

The ease to run provided reports and the supervisor desktop view

What do you dislike?

That you have to customize some reports. I was a little disappointed when we went live and the lack of training that was provided. However, we have came a long way since then.

Recommendations to others considering the product

Make sure to have knowledge sessions to that you are using to its full ability

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

The ability to skill agents and have them multi-skilled. We also have the wfm piece and as we continue to grow our knowledge around this we are able to see more benefits.

Genesys PureConnect review by Jérôme P.
Jérôme P.
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"Tarkett use case - Pure Connect cilent much satisfied"

What do you like best?

Business: Easy to understand flow management; manage workflow and teams

IT: Architecture simplicity and ability to add new locations very fasr

What do you dislike?

Some features as Softphone, report automation tool, or marquee are producing much issues and difficulty to use. Feeling we have is "It had been developped by an internship"

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

Capacity to reach Tarkett from a customer stand point.

Decreased strongly waiting time and reiteration.

Genesys PureConnect review by Jonathan O.
Jonathan O.
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"Improving with Genesys"

What do you like best?

Self managed system that allows us to customize the system to our needs.

What do you dislike?

ICBM needs improvement as it’s takes too much memory in user PC.

Recommendations to others considering the product

Feature rich system.

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

Introducing work from home with the Genesys solution. This has greatly increased our capability to hire more without sacrificing space.

Genesys PureConnect review by Andrew W.
Andrew W.
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"Lots of Functionality"

What do you like best?

The robustness of the out of the box design as well as all the APIs that allow us to connect to various external systems to streamline our customer service experience.

What do you dislike?

There is nothing I really dislike about the product, it functions great and exceeds my expectations.

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

We have automated our refund check process, what once took 2 weeks now takes 2 days.

Genesys PureConnect review by Administrator
Administrator
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"Easy to operate!"

What do you like best?

It is easy to set up call flow using "InteractionAttendant"

What do you dislike?

Some functions are restricted due to the cloud version

Recommendations to others considering the product:

This system is very easy to use.

System operation is also easy.

The speed of business improvement has also improved.

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

The operation cost of the call center could be reduced.

By being able to change the setting by ourselves, we were able to respond flexibly and speedily to changes in company services etc.

Genesys PureConnect review by Isaac P.
Isaac P.
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"Best office phone system I've used"

What do you like best?

So many phone providers focus on the hardware and spend very little time ensuring the software is usable and intuitive. Interactive Intelligence has an incredibly easy to use web interface that let's me manage my phone calls, forward calls and create conference lines. Call quality is superb

What do you dislike?

I've yet to find something that doesn't meet or exceed my expectations for a modern phone system.

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

We make a lot of phone calls with our inside sales team and support center. It's important that our phones are easy to use and work well with the software we use to run our business. With so much time dialing, we needed a system that helped us work efficiently.

Genesys PureConnect review by Mark S.
Mark S.
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"Best Phone system Period"

What do you like best?

I have worked on many phone systems over the years and Genesys / PureConnect is by far the leader. Leader in Contact center solutions and more importantly support.

What do you dislike?

I have not found anything I disliked. Compared to all the other phone systems I have worked on PureCloud checks all the boxes.

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

I think are contact center is much more efficient

Genesys PureConnect review by Andy B.
Andy B.
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"PureConnect"

What do you like best?

CIC for Salesforce is a clean integration to quickly pass data to the agent as they are being delivered the call.

What do you dislike?

Support can be slow to come to a resolution.

Recommendations to others considering the product

Since the Genesys Acquisition, there has been a huge re-investment into building technology into PureConnect.

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

We do not have to hire or outsource companies to answer our phones 24x7.

Genesys PureConnect review by Douglas N.
Douglas N.
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"Excellent Product, Great Support, Always Innovative"

What do you like best?

I like all components of the Genesys Connect platform. Some of which we don't currently use at my employer, but have used in the past. Recorder, Optimizer, IVR Attendant to name a few. Keep up the good work.

What do you dislike?

Being more hands on with the software would be great. The PureConnect Cloud environment is managed more by Genesys staff.

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

1st Time resolutions. Routing calls through rules engine has made it easier to get our customers to the right agent the first time.

Genesys PureConnect review by Administrator
Administrator
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"Meets our needs very well"

What do you like best?

The support of the product is always on hand, thorough and professional.

What do you dislike?

recently we have struggled with communication between ourselves and Genesys due to changeover of the Account Manager role with no communication provided by Genesys in this change. I thought this was very poor from them.

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

As a call centre based business across Asia Pacific, we are constantly trying to meet the demands of customers reaching out to us within specified SLAs. This can be challenging across different skillsets and languages but the Genesys platform helps us greatly in this regard. It gives us great flexibility moving different staff around to different groups to answer calls when required.

Genesys PureConnect review by Administrator
Administrator
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"Great Open Platform"

What do you like best?

The ability to customize the system to do pretty much anything we need it to do. We route several different types of interactions and feel like we are just scratching the surface.

What do you dislike?

They need to continue to develop the WFM offering, Interaction Optimizer, to be best of breed.

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

We route many different types of interactions and have been able to change many manual processes to automated ones that allow us to spread the work over the entire call center instead of a smaller team.

Genesys PureConnect review by Industry Analyst / Tech Writer in Hospital & Health Care
Industry Analyst / Tech Writer in Hospital & Health Care
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content

"great product"

What do you like best?

. 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?

looking forward to the new reporting- real time reporting is not as good as it should be

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

managing multichannel environment

gain visibility

great admin and supervisor tool

Genesys PureConnect review by Administrator in Outsourcing/Offshoring
Administrator in Outsourcing/Offshoring
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Verified Current User
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content

"IT Manager of Customer Care"

What do you like best?

Ability to customize & ease of administration, growth is easily accomadarted

What do you dislike?

Reports & Optimizer,

Overall Cost of maintenance and difficult to up or downsize based on needs, very costly, including a penalty when downsizing. Looking forward to see what the Subscription model has to offer.

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

AS an outsourcer, we are able to adapt to each of clients contact center needs, we have been able to bring solutions to the table our clients were unable to get via other vendors

Genesys PureConnect review by Mariama G.
Mariama G.
Validated Reviewer
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"Genesys Experience"

What do you like best?

New features, easy and quickly to implemant the system

What do you dislike?

More dahsboards for the supervisor, workforce management tools

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

With PureCloud we can make system changes ourselves and no longer rely on IT or external providers. We can measure so much more and our managers have real-time data at their fingertips.

Our customers enjoy a friendlier and more convenient experience on their own terms. And our teams can do what they do best—provide great service and build relationships.

Genesys PureConnect review by Mahboob baig M.
Mahboob baig M.
Validated Reviewer
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"All in One Solution"

What do you like best?

It is All in One Solution with Ease of Usage and Customer experience

Powerful ACD

Omnin Channel Queuing

Customer Satisfaction Surveys

Secure IVR

Outbound dialer

What do you dislike?

Genesys needs to plan a program for SMB market.

Recommendations to others considering the product

Let Genesys take care of your Bussiness Communications & you focus on Business itself

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

Ease of implementation and Maintenance as it gives a Unified Communication platform from Single Solution provider

Genesys PureConnect review by Mark S.
Mark S.
Validated Reviewer
Review Source
content

"Feature-rich and easy to administer"

What do you like best?

Wealth of features, use of subsystems instead of many appliances (like Avaya), ease of administration, great support network and documentation library.

What do you dislike?

"QOL" features lagging behind such as built-in testing tools, GUI enhancements and inconsistency in layout.

Recommendations to others considering the product

Do a clean implementation and try to avoid hybrid environments.

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

We leverage PureConnect in our call centers, with Avaya as our primary PBX. The reliability and modern feature set of PureConnect has made it an easy choice to migrate everyone over.

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