Genesys PureConnect
Rating: 9 out of 10
June 24, 2019
AW
Vetted Review
Verified User
5 years of experience
We use the Genesys PureConnect system for our contact center to provide ACD routing of customer calls. We also utilize the Interaction Process Automation feature to enhance our internal processes and streamline our daily work. With the Genesys PureConnect system, we are able to intelligently route customer calls to the most skilled agents, this provides the best possible experience for the customer and the agent.
- Intelligently routes customer calls to the most experienced agents.
- Interaction Process Automation allows us to streamline business processes and manage the work.
- Call recording allows us to perform quality assurance on our agents to ensure they are handling the customer the best way possible.
- Ability to write custom handlers to extend the out-of-the-box functionality allows us to increase efficiency of handling business processes.
Cons
- None, this product does everything we need it to do and so much more!
84.44444444444444%
8.4
90%
9.0
N/A
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- It has improved our ability to support our customers.
- It has improved agent satisfaction.
I was not involved in the purchase of Genesys PureConnect, so I do not have anything to compare it to. I have been using the product for over 5 years and so far haven't hit any shortcomings within the product.
- Enhanced IVR to provide self service to the customer.
- Web chat to allow customers different ways of engaging our agents.
- Ability to have the customer contact our agents via SMS messages.
250
Customer Service
3
We have 2 day to day administrators to keep up with adding/removing agents and handle all agent support needs. We have 1 main administrator who ensures the Genesys PureConnect system has zero down time and does all of our development work.
- Ability to customize to meet business needs.
- Process Automation helps reduce work time for escalated issues.
- IVR allows us to help customers as quickly as possible.
- Ability to recognize store phone numbers and route those with higher priority and to a specialized team of agents.
- Integrates with the Oracle Service Cloud to provide agents with custom screen pops.
- Dynamic routing of emails using Handlers to decrease response time on escalated issues.
Yes
A PBX based telephony solution that was archaic and provided no logical ACD routing of incoming calls.
- Price
- Product Features
- Product Usability
- Product Reputation
- Analyst Reports
Product Features that were out of the box gave us plenty of tools to meet business needs.
Looking at more products and vendors to make sure we are making the best decision for the contact center.
No
Change management was minimal
We didn't really need to use change management as the system it was replacing was old and everyone was on board with replacing it with the Genesys PureConnect system.
- None
- Online training
- In-person training
- Self-taught
Some areas of the product are intuitive and easy to learn but I would definitely recommend getting training on Handlers and IceLib.
Take the Handlers and IceLib training classes to be able to fully customize the product for your needs. Being certified in Interaction Process Automation allows for automating business processes to improve efficiency and allows work to be sent to more than just the contact center agents. This has allowed us to automate the sending of information to accounting and our refunds/returns department to handle customer refunds/returns/exchanges much faster.
No - we have not done any customization to the interface
Yes - we have added extensive custom code
Creating custom functionality using Handlers and IceLib applications is easy and straightforward.
Nothing to not here.
No
As the main administrator with a lot of experience with the product, we typically can solve most of our issues without contacting Genesys support.
Yes
Yes, we have found several bugs over the years and Genesys has always provided patches to fix these in a timely manner.
When our entire system went down a few years ago, the Genesys support team immediately helped fix the issue despite it being extremely early in the morning. They always have someone to answer a code red call when it happens.
- IVR management is straightforward.
- Setting up new queues.
- Managing new users.
- None
- Oracle Service Cloud
Easy to integrate, out of the box solution with a easy to use interface to perform custom screen pops.
- Calabrio
Yes, Calabrio supports this integration.
- File import/export
- API (e.g. SOAP or REST)
- Javascript widgets
Make sure you have a good project manager to ensure everything works and is put into production in a timely manner.
I was not a part of this part of the negotiation.
Do not only focus on one vendor, but look at other companies who offer similar solutions to ensure you are getting the correct product at the correct price.
Yes
Upgrades are typically simple processes and do not require much down time.
- Staying on a current release to ensure we get all the necessary patches.
- Improved chat platform
- Improved Chat Platform
- Social monitoring.
No
No