Genesys Pure Connect Vs Genesys Pure Engage

[Noufal]

Hi All,


What is the difference Genesys Pure Connect and Genesys Pure Engage

Regards

[catanirex]

Genesys Pure Engage = Genesys software
Genesys Pure Connect = Interactive Intelligence software

[Genesys CTI Guy]

To be clear also Pure Engage encompasses the full functionality of the traditional suite vs the more limited functions of a Pure Connect - that said, it’s also horses for courses and Pure Connect is an excellent platform and easier to manage if your needs fit the platform capabilities. Not everyone needs to boil the ocean and have ultimate sophistication and flexibility.

[victor]

Genesys Pure Connect is pure interactive intelligence.

Genesys Engage is your standard Genesys you have known until now. Even better.

IMHO Genesys Pure Connect does not do justice to Genesys framework and, if anything, undermines Genesys cloud strategy that was supposed to be built on top of Genesys SIP server. Moving forward, I suspect one of them is going to be dropped. I suspect Genesys Engage did not make it fully to cloud due to Interactive Intelligence starting to really grab the market share due to its simplicity and low cost, and Genesys was forced to acquire it. I can be completely wrong (and probably am), but Genesys Connect based on ININ was supposed to be a stopgap measure until Genesys SIP has evolved to being capable of offering a pure cloud UX experience without a prolonged deployment.

The whole PureConnect feels like Genesys Express all over again, where Genesys was forced to do something with Alcatel products, only unlike Genesys Express this one seems to have taken a hold and is really undermining its own user base. With Amazon Connect on horizon and a plethora of other cheaper call center packages, I doubt Genesys Connect converting a lot of non-Genesys users to it, and is instead cannibalizing its own market.

All of this is my speculation of course, but judging by how low-cost no-frills Pure Connect is squeezing the existing Genesys deployments, I suspect that the strategy backfired, and PureConnect will be slowly phased out over the years and be replaced by Genesys Engage or whatever its future iteration is.

I sincerely hope I am wrong, and I look forward to being corrected.

[shivabharat]

Couldnt resist from replying.

This prediction is absolutely correct. With the recent name change its clear that Genesys cloud is the way forward. hearing news that pure connect will be discontinued by 2023.

[cavagnaro]

PureConnect was doomed since its start.
And Cloud is good but not enough for everyone...yet.
There are many important things that still need a local installation, sometimes it is impossible to escape from those situations.


Enviado de meu SM-N9600 usando o Tapatalk

[jarrod]

Victor was on the money with that one.

Genesys is pushing all the partners to sell cloud first. It is still ok to sell Engage under a subscription model but the margins are not as nice as cloud. Selling the traditional Engage as Capex (none subscription, aka traditional model) offers a much lower margin. Of cause, the partner can sell anything but the margin drives behavior.

This is a reflection of their midset, cloud is the future but Engage will always be around in some capacity at least. Others will fade away in time, might be a long time.

[genesysguru]

Genesys Product Management really caused some confusion here!

[b]Genesys Cloud[/b] I believe is Genesys Pure Cloud aka [b]ININ[/b]. https://www.genesys.com/genesys-cloud -> page title "Genesys PureCloud Platform".  It is host on AWS and this link

https://aws.amazon.com/marketplace/pp/Genesys-Genesys-Cloud/B0821SX4BH -> https://help.mypurecloud.com/articles/contact-purecloud-care/

[b]Genesys Engage is "proper" Genesy[/b]s and is available on-premise or cloud. It is the evolution of HPE and WWE/Web Services are at the heart of it? Also it is hosted on Microsoft Azure based on this:

https://news.microsoft.com/2020/01/23/microsoft-and-genesys-expand-partnership-to-help-enterprises-seize-the-power-of-the-cloud-for-better-customer-experiences/

Anybody care to agree or disagree with the above?

So are we saying Genesys are pushing Genesys Cloud aka ININ (which we all think will be EOL) because it is an easy sell at the moment. Then what?

[jarrod]

Agree, there is much confusion here. My understanding is:

Genesys Cloud Aka PureCloud: New direction where all the focus is, built on AWS

Genesys Connect Aka PureConnect: This is the original ININ product that is both prem and cloud targeted at the smaller markets that Genesys has had a bad history with. This is the one we think of as EOF (Genesys has not said this), in the sense that it will have no growth but they will continue to service existing customers until it is no longer viable to do so.

Genesys Engage Aka PureEngage: The traditional on prem Genesys product

Genesys EngageCloud: Which is just Genesys running Engage in their environment and selling it as a service

[Gulden_NL]

Just saw this.  Have been deeply engaged (OUCH!) with both Engage Cloud and Cloud in architecture, DevOps and administration.
I can get into any details that you might want to know about.

IMHO, Cloud is a cobbled together ININ product that is sorely lacking for contact centers.  Poor reporting, no Infomart\datamart. Horrible call and screen reporting.  Extremely poor callback capabilities. Rotten third party integration.  And it is more of a toolset to customize yourself into a corner that you cannot sustain.

YET! Some blockheads in Genesys are pushing it to the wrong customers.  I am aware of several failed deployments with the matching terminated sales representatives.

In both products, Genesys Tier 1 and pretty much Tier 2 support is less than worthless. You have to call\text Tier 3 people you know to get any real assistance.

[maxdata@live.com]

Pure Connect has some limitations to compare with Pure Engage; therefore, we integrated with both. With Pure Connect we were using ININ Ice.Lib and provide real-time and historical reporting and also integrated with Aspect eWFM. Supervisors can watch in real-time agent's activity what they are supposed to do based on the scheduled info and what they are doing in real-time. With Pure Engage we did the same using Genesys SDK. We provide cloud solutions for historical reporting and real-time reporting using SignalR (Web socket) and Angular. This info can also be streamed to any mobile device. You can visit us at https://www.maxdatalab.com/