PureConnect is a great platform on the surface for medium to large sized companies looking to source a reliable feature-rich omnichannel contact center solution. You can manage hundreds if not thousands of numbers with simplistic routing or complex advanced routing and integrations . This is not a pay for usage product. Long term contracts of commitments of seats, licensed services, and advance payment are necessary to achieve the best rates. A majority of features can be deployed in-house without Professional Services; however if needed, Genesys can build it all. Additional user licensing is required to record interactions even if you use local storage methods. Reports leave something to be desired. Any vendor has pros and cons. I would recommend this Genesys PureConnect to medium to large sized businesses. The platform is mature and extremely reliable, but its future is unknown. Smaller companies should inquire about Genesys PureCloud.
Genesys Verified Reviews & Ratings
Genesys’ Purecloud system was a smooth…
Genesys’ Purecloud system was a smooth install for our company. It allowed us to rollout a centralized call center for over 40 stores, which inturn increased our overall company performance through increased phone sales and increased in store sales by aliviating call volume to our front end salespeople.
I am a PureCloud user and the tool has…
I am a PureCloud user and the tool has attractive features that will help you to customize your operations. Some of the things I like the most is it’s a cloud app, therefore, the overall process of implementation of this platform was a good experience. Also, because is a cloud app you don’t need any installation and accessibility is very simple. I am impressed by its versatility when it comes to design your operations.
On the other hand, reporting is not their strongest area. You won’t have the option to design your reports or customize the ones within the tool. The reporting has been improving, it just not improving fast enough.
Overall, I like the Genesys products…
Overall, I like the Genesys products and service. I do think it’s a bit expensive to license users which may make it a bit hard for small companies to gain access to the products and services. Support can also be a challange. If you don’t meet Genesys’ requirements to go directly to them for support, you must go through a 3rd party vendor which takes much, much longer to get anything resolved.
sorry for the second submit, closed out…
sorry for the second submit, closed out before i could get a screen cap.
overall, i like genesys service and products. it would be great if getting support from genesys directly was easier. if you don’t meet requirements you must go through a 3rd party vendor which takes much longer to get anything resolved.
The Genesys Purecloud platform has been…
The Genesys Purecloud platform has been an absolute dream to design on. Coming from a telecommunications background I’ve never worked on a platform that has been so fun to use and offered so much flexibility and versatility. Genesys releases new enhancements weekly meaning my job is never done (in a good way!), I can always make major enhancements and changes to our current call flows and scripts to ensure we’re delivering the best customer experience.
The use of the WRTC softphone client has also been phenomenal from a MACD type of perspective, I can send users home by simply providing them a headset, no lengthy software installs and no clunky hardware to take with them.
Whenever there is a problem from a…
Whenever there is a problem from a singular phone to an issue that affects 20 phones they always respond the same. I can give countless experiences of how this has happened with our company. As it did today. We had about 10-15 just stop provisioning. Three days ago we couldn’t do a simple transfer with any reliability. All we hear is silence from support. They rarely update their cases. They are phone provider that doesn’t allow you to call them with phone issues. Does that make sense?
We have used the PureConnect product…
We have used the PureConnect product line since 2010. We have been through many upgrades and feature additions during this time. The product keeps getting better over time! With the recent purchase Genesys made of Interactive Intelligence, it has only strengthened the R&D situation of the product. We simplified our architecture by moving to this platform and it has only helped us position ourselves to add technology to our organisation at the pace we feel comfortable with. This solution is full featured and easily maintained!
I have found Genesys to be a reliable…
I have found Genesys to be a reliable product and easy to use from a front end user perspective. There are some parts which are a little more difficult to fathom out and the support pages are not easy to navigate. Overall I think if you get the full package it would be a fantastic product, but if you get the basic package it lacks some features
Genesys has really stepped up their…
Genesys has really stepped up their game over the past couple of years. We have monthly standing meetings with a team from Genesys which has greatly assisted us in many areas. In these meetings we review our annual goals and what’s next opportunities. We are able to ask questions in regards to any possible challenges that we may have. Overall this time allows us to build our knowledge and ensure that we are using these products in the most efficient way.
We are very happy to use Genesys Pure…
We are very happy to use Genesys Pure Engage Platform for our call centre setup to create better CX with our end customers. The seamless integration using Genesys BGS with our Microsoft Azure based CHAT BOT helped us to reduce the number intercations to our live chats agents. We are easily able to replace the NICE recording system with GIR and SPM application.
PureCloud is a great solution that…
PureCloud is a great solution that provides an easy-to-use application. The flexibility of Cloud phone service is great. From setup to front end user, it is simple and visually appealing. One con is that using the web rtc softphone can sometimes have issues. Inability to answer an inbound call is a periodic issue that has not been fully diagnosed, and could be from multiple factors.
The Genesys PureConnect product…
The Genesys PureConnect product provides a reliable, feature rich, multi-channel contact center platform in a software centric architecture. Voice is native SIP with good MS Exchange email and SMS Texting integration out-of-the-box. What sets this system apart, however is the ability to customize it meet business needs using a combination of configuration, auto attendant, and low-level handler functions.
The PureCloud platform is proving to be…
The PureCloud platform is proving to be a great tool for our organization. The platform allows for us to constantly build on our OMNI wheel strategy in order to improve our flow of business and most importantly to improve on our member experience and journey. As the platform evolves, it is not without its hardships. The WFM system & Reporting capabilities within has much room left to improve, however the partnerships with 3rd party analytics groups certainly helps.
Genesys PureConnect (formerly CiC CaaS…
Genesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the preferred contact center solution for Carl Zeiss, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephony platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.
Historically we had a lack of a common contact center 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 had a good fit with our global contact center requirements specification. At the time of selection it had a good fit with and easy integration with the Skype implementation project we just started within the company. We needed a “one stop shop” provider that can provide all CCC features needed in one solution with minimum of “add-ons“. Genesys could also deliver a global coverage and local support.
Powering more than 25 billion contact centers around the world, Genesys is responsible for countless omnichannel interactions every year. Serving 10,000 companies in over 100 countries, Genesys has a large international presence, as well as a strong U.S. based offering. Genesys’ headquarters is located in Daly City, California, with various offices in international locations including Canada, Latin America, Europe, the Middle East, Africa, Asia and Australia. Founded in 1990, Genesys is one of the longest running call center providers, and has been the center for innovation in call-center software ever since.
Genesys is always looking for opportunities to innovate and better enable its customers, and over its lifetime, has built out one of the most comprehensive portfolios of call center solution platforms. With a strong focus on mid-sized and large businesses, Genesys offers both On-Premises and Cloud based Omnichannel Contact Center solutions.
Originally founded by Gregory Shenkkman and Alec Miloslavsky, Genesys completed its IPO in June of 1997, and has been growing since. Most recently, Genesys has completed their acquisition of Interactive Intelligence, call center provider, in 2016.
Genesys Pricing and Services
With a focus on both On-Premises and Cloud based solutions, Genesys offers multiple platforms the meet the needs of businesses of all sizes: mid-sized, commercial, and large businesses. With three main solutions, Genesys platforms can help you build out your contact center, structure your workforce, and providing real-time analytics into its performance. Specifically, Genesys portfolio of solutions can help you manage:
- Customer Engagement
- Employee Engagement
- Workforce Optimization
- Omnichannel Desktop
- Business Optimization
- Workload Management
Service Plans Available
PureCloud: All-In-One Cloud Contact Center Solution with analytics, calling, chat, and video run on Amazon’s AWS. The simple, easy all you need approach for the SMB.
PureConnect: Complete Ominchannel On-Premise or Cloud Contact Center Solution including omnichannel routing, workforce and quality management, recordings, skills-based routing, and off-the-shelf integrations with CRMs and other workforce management tools. A more advanced, robust offering for the SMB.
PureEngage: Enterprise Omnichannel Contact Center solution available both On-Premise and in the Cloud. PureEngage delivers a true omnichannel customer engagement platform for global businesses with real-time contextual customer journeys, world-class intelligent routing and digital transformation at any scale.
Specific subscription pricing requires quote from provider.
Editor’s Bottom Line of Genesys
The Genesys Customer Experience Platform is a single, integrated platform that is purpose-built to deliver personalized customer engagement and real-time decision-making. It works across all customer touch points, integrating channels. Context and the ability to optimize your workforce and processes. It connects to systems of record including financial, HR, order processing, inventory and CRM solutions. This fluid, flexible platform scales easily as customer expectations and requirements evolve. With every customer moment in a single desktop, agents are free to focus on providing unmatched service. Your team can also improve skill-building and coaching, increase training and more accurately schedule and forecast, which increases agent satisfaction.
The Genesys Customer Experiences Platform Portfolio deploys on-premises, in the cloud, or in a hybrid configuration. No matter what size your company is today or how fast you want to grow, the Genesys Customer Experience Platform delivers a consistent, seamless and personalized next-generation customer experience across all touchpoints, channels and interactions. With a focus on the larger players, from mid-size to Enterprise level businesses, Genesys is capable of handling massive contact center operations that spread around the globe, with multiple digital and legacy channels.
Again, the seamless integration of multiple channels allows users to leverage a massive feature set to offer the best omnichannel experience possible. On the other hand, Genesys also provides some of the most powerful workforce optimization, workload management and analytics tools for businesses to leverage their assets to the fullest and boost both efficiency and productivity with in depth insight gained from analyzing data to improving workflows.
Genesys has also been recognized for multiple industry awards as a leading organization, and for their leading solutions, including recognition from Gartner IDC, Glassdoor’s Best Place To Work 2015, Inc. 5000, and the 2014 Frost & Sullivan Company of The Year Award.