Genesys PureConnect Reviews & Product Details

PureConnect allows us to configure the system as simply, or as complexly, as we need. Pretty much anything is possible, if you just spend some time working on it.

We've been able to build custom applications for a number of different areas, such as Outbound Caller ID validation, specific whisper notifications for different Inbound or Dialler calls, Text to Speech integration with Google's TTS API, and other company-specific requirements.

We've been able to integrate data and information from the PureConnect call data attributes into our internal CRM system as well, enabling us to free up our Call Centre staff to focus on our customers, and less on the nitty-gritty of note-taking and verification. Review collected by and hosted on G2.com.

With PureConnect there are a number of interconnected applications, so sometimes it can take a while to work out where you need to work to get the specific setting you want to change.

PureConnect is the on-premises offering from Genesys, and as such there are some features which the cloud-based services offer that are not available to PureConnect. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The amount of online help and learning resources are amazing! Everything is easily accessible and the Genesys Community shares a lot of valuable insight!

The way this system is set up just Makes Sense! Everything is logical and can be easily deduced with a little bit of research. Documentation for installing and configuring is step by step and extremely detailed. Someone could just walk in off the street and start making meaningful adjustments. (I Did!)

Every single support representative I have worked with is extremely knowledgeable, ready to help at a moment's notice and they all enjoy sharing their knowledge. I have learned a lot from these representatives in the last 6 months! Review collected by and hosted on G2.com.

Genesys supports many products. This makes the ticketing process a bit longer to make it through all of the proper channels and get a support representative for your particular issue.

There are limitations with the Logical Expression feature that prevent from creating rules globally. This causes one to have to deep dive into every level of your tree and make the adjustments to each queue or workgroup, as opposed to choosing a call type and having that particular call type always follow the same rule. Review collected by and hosted on G2.com.

We've been making use of the Genesys PureConnect wedge for four years and we like its increased degree of configuration. We've many clients with needs that are many different and could meet them with this particular platform. We make use of a telephone as well as email platform which integrates with our client relationship management system. PureConnect is quite steady and can certainly handle numerous calls. If configuration is actually required, this can be achieved with the assistance of a manager. Review collected by and hosted on G2.com.

The WFM user interface optimizer continue to carries quite a distance to go to get the other PureConnect platform pieces in terminology of usability and configuration. With Genesys, you've a quite complicated licensing version in which each license provides you access to only a handful of PureConnect features. Review collected by and hosted on G2.com.

Genesys Pureconnect is like the Android of phones, the Microsoft of operating systems, and the Linksys WRT54G of Routers. It's packed with features out of the box, but highly customizable on the backend. Review collected by and hosted on G2.com.

Genesys support has gone downhill since the acquisition of I3 around 2016. Some engineers are excellent, and others are hit and miss. We sometimes have engineers work for hours with us to resolve an issue, and other times they try to pass off the work or provide a 200 page technical manual to read rather than helping to look into an issue. For the yearly price of maintenance, I would say its like paying a car dealership a yearly warranty fee to fix my Toyota and I end up fixing it myself in the garage that weekend. Support needs massive improvements. The product is excellent, but no product is sound without a solid support system. That's why my rating is a 9 out of 10. Review collected by and hosted on G2.com.

The level of detail that genesys pureconnect conveys so that our organisation can best identify gaps in our workflow. It helps to identify trends when plugged into a reporting system such as Tableau. Review collected by and hosted on G2.com.

The SMS function and how to track this function. Our organisation would look to better this customisation for the future of our customers and business in improving the communication process and workflow of the organisation.

From what I have heard, the price of the customisation's almost outweighs utilising these for reporting or customer experience. When this occurs other avenues are required to be investigated, which closes the door on using certain aspects of Genesy Pure Connect.

Communication between Pure Connect and the phone system we use is not always 100% compatible. The business would work a lot better if these flowed without having to troubleshoot. Review collected by and hosted on G2.com.

It is easy to set up call flow using "InteractionAttendant" Review collected by and hosted on G2.com.

Some functions are restricted due to the cloud version Review collected by and hosted on G2.com.

We have been using Genesys PureConnect platform since last 4 years and love the highly configurable nature of this platform. We have many clients with varied needs and we have been able to meet those needs with this platform.

We use this platform for Calls and Emails and both of them are integrated with our CRM system. PureConnect platform is quite stable and can handle large call volumes without any issues. If there is any customization is required then it can be achieved using handlers. Review collected by and hosted on G2.com.

Interaction Optimizer WFM still has a long way to go before it can catch up with other components of the PureConnect platforms in terms of customization and ease of use. With Genesys their licensing model is quite complex where each license can give you access to certain features of the PureConenct platform only. I think the intention was to ensure that the organiation only pay for what they use but that has added complexity at the same time especially for larger organization where multiple departments use this platform. Also Review collected by and hosted on G2.com.

I like that the system allows our employees to have access to all the data they need to assist consumers and provide the best customer service available. The system also allows us to add in rules to keep us in compliance with our industry laws. Review collected by and hosted on G2.com.

More reporting options and for reports to show the date range requested vs just date report ran. Review collected by and hosted on G2.com.

All in one solution for contact centers for all companies. Great to have that global solution for my all branches Review collected by and hosted on G2.com.

I could not find anything like that :) This is the perfect solution. Review collected by and hosted on G2.com.

Below are the major points to be highlighted:

1. Can be customised according to the business needs.

2. Flexibility for expanding, scaling up easily.

3. Not hardware based, software based approach make it easy for any deployments and expansions.

4. Disaster recovery capabilities adds great context for building a solution. you can build from geo location perspective or even from server failover perspective.

5. System API (Rest and SOAP) allows to integrate with any 3rd party software to build custom solutions.

6. PCI capabilities gives a great boost to Pure Connect for industries who are handling credit card data. Whether it is hosted or on premise a company will be able to maintain all PCI requirements.

7. Recent GDPR tool gives a great capability for any one to be compliant with GDPR.

8. Agent utilisation allows Operations team to use their workforce according to their need. This is a great easy feature to manage a contact center.

9. Interaction Center Business management tool is a one single tool to manage everything that a contact would need including scoring recordings for quality team.

10. Recent TLS 1.2 SHA 256 enablement gives a great boost for Security and PCI.

11. Interaction Dialer is a great tool to manage campaigns, policy based campaigns and dial rules gives a great benefit for managing any campaign for any locations.

12. Recent Facebook, WhatsApp integration is a great boost from digital enhancement point. Review collected by and hosted on G2.com.

1. Behind the industry demands in the digital sector. Though PureConnect has chat enabled but now world is moving to messaging based conversations. The way we use Facebook, WhatsApp wherever we go we see our chat logs and we start from there. Something customer also wants whenever they chat with retailer or a service provider. Any company who are very much focused on digital services have to do lot of customisations to bring platform fully digital capable.

2. To enable WebRTC Genesys PureConnect has to activate cloud and requires Interaction Edge, Thi is a downside as WebRTC should have been enabled by default.

3. Recent announcement from Genesys to move everybody on cloud is a bit of downside for PureConnect roadmap. Review collected by and hosted on G2.com.

Genesys PureConnect has provided an unparalleled contact-center performance as well as convenience for integration and configuration. This could substantially enhance consumer satisfaction as well as agent utilisation. The all-in-one approach usually means an amazing array of options, from real time call and voice analysis recording to sophisticated voice functionality. IVR could be applied without the necessity for several third party systems. It seamlessly combines with some other business methods, from CRM to controls. Review collected by and hosted on G2.com.

Concentrating on cloud methods, PureConnect lags behind in its power to use the newest technologies. It should be completely integrated. Review collected by and hosted on G2.com.

The all-in-one solution - I am currently working with one supplier to meet the needs of our communication/contact centre while our team of technicians can use their knowledge/competence in one solution. I am able to provide my business customers with a "menu" of functions and enable/disable as their business grows. Review collected by and hosted on G2.com.

There is nothing in the system that meets our requirements. Review collected by and hosted on G2.com.

Genesys PureConnect es perfecto para centros de contacto de cualquier tamaño. La mayoría de sus soluciones de llamadas y chat permiten a los clientes comunicarse entre sí de muchas maneras. Nosotros hacemos posible que lo hagan. Tenemos un centro de contacto que facilita a los agentes el manejo de las colas y los tiempos de espera Aprecio el software. Desde la perspectiva de un ejecutivo, la capacidad de gestionar a las personas a través del seguimiento y el entrenamiento es clave para el éxito de la empresa, y puede configurar alertas, realizar un seguimiento de las llamadas en tiempo real y gestionar los horarios. Configurar alertas para rastrear problemas, rastrear llamadas en tiempo real y administrar los horarios o ver la configuración del centro de llamadas. Review collected by and hosted on G2.com.

La compatibilidad con Genesys puede ser un poco lenta. La plataforma es más estable y tarda más tiempo, pero puede tardar unos días en resolverse. Review collected by and hosted on G2.com.

One word "ease of use and advanced".Pure Connect formerly interactive intelligence is a complete solution for the contact center need.It has all the integrations like web,email,chat and phone.I mainly use the voice portion and so far my experience has been great.On the IVR there are prerecorded promts, DTMF recognition everything.Routing logic is simple and it also supports call recording feature. Review collected by and hosted on G2.com.

Virtual machine support of the Application is not good. Review collected by and hosted on G2.com.

The solution is an all-out of the box solution that does pretty much everything you need for running your call center

It is easy to setup

Active Passive switchover pair (For Pure Connect and Dialer)

You have out of the box reporting

You have Omnichannel routing capabilities

Seamless integration with Salesforce Review collected by and hosted on G2.com.

More robust Workforce management

Better ad-hoc reporting

Better tools to export the users out of the admin console

updated logging tools Review collected by and hosted on G2.com.

Very customisable, we have a complicated IVR structure with third party applications such as VHT and DPS intergated. Review collected by and hosted on G2.com.

Not very streamlined in terms of multiple applications to complete tasks (ICBM, Desktop, Administrator, Attendant, Designer), looking at moving to PureCloud to get everything centralised and have this more accessible for BCP. Limited capability for chat routing (no IVR structure). Reporting is limited when it comes to reviewing performance in the IVR and identifying issues, we are usually made aware of issues/errors in the IVR by customers telling us even after extensive testing. Review collected by and hosted on G2.com.

It is only all in one solution where you can access all the windows with in a window. Implementation is very easy. I loved the way Supervisor can access the system and monitor the agents and Interactions. Interaction Connect best look for agents to handle and very user friendly.

I wish to be expert in the handlers as it is the most beautiful tool in PureConnect to full fill the customer requirements.

I hope CX insights fix the dash board issues so we can use it as drag and drop tool. Review collected by and hosted on G2.com.

Advanced configurations are complicated, some times small features requires customization.

User has to have programming skills to work on the customization. not user friendly.

Regarding reports there is no reports to see abandoned calls with their numbers.

Reporting is sometimes painful for the customers. Marquee Dash Board is the disaster. Review collected by and hosted on G2.com.

As a market leader, Genesis has extensive experience and provides an efficient telephone and mail process. In general, the ease of use of a number of applications and software is very high. In addition, they do a great job of promoting their "Cloud First" program. This allows us to be more efficient and provide good services at a lower cost. Satisfying customers' needs The most important thing is that you can manage multiple channels of communication with customers using a single tool, so that you can have a better experience with them. Review collected by and hosted on G2.com.

If you are searching for technical assistance, it may take too much time to get the correct answer. This is because of a lack of dedicated configuration support. However, if you're not a technical person in system design, it may take a long time to solve the problem. Review collected by and hosted on G2.com.

The Robust capabilities is something that can be used across any object almost any function in routing etc can be used for any object and you have all interactions in one place so management and functionality is enormous Review collected by and hosted on G2.com.

since its an all in one some parts takes too long to get updated on enhanced. Review collected by and hosted on G2.com.