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E(O)Lephant in the room | When we will start discussing about it?

  • 1.  E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-12-2022 07:22
    Edited by Rasko Radojević 05-12-2022 07:25
    Are we waiting for the May 16th to start talking about it, or the "E(O)Lephant"  is too big to talk about it ?
    #ArchitectureandDesign
    #AskMeAnything(AMA)
    #CloudMigration(NEW)
    #Implementation
    #Roadmap/NewFeatures

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    Раско Радојевић
    Rasko Radojevic
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  • 2.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-12-2022 19:34
    It seems like many people are not even aware of it. Some will probably hear it later than the customers. RIP CIC. It is the product I started my professional IT career. Too many things to say but it will not change the inevitable.

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    Utku Deriner
    CCR
    www.ccr.group
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  • 3.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-13-2022 07:57
    It's very sad. I started on CIC 1.2. It has always been an incredible product.
    I do a lot of things totally unrelated to phone calls with it.
    It always showed the designers were visionaries.

    So sad.

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    Wayne Rhodeback
    Emplifi
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  • 4.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-13-2022 09:58
    What happens on May 16th?

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    Igor Dinissuk
    Optima Communications International Inc.
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  • 5.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-13-2022 10:12
    Is that the date when the End of Life is to be announced publicly?

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    Wayne Rhodeback
    Emplifi
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  • 6.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-13-2022 10:40
    The information that has been relayed to us from Genesys employees is that we should expect an email communication explaining PureConnect EoL on 5/16.

    I've got more details, but I'd rather just wait and see what Genesys sends out.


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    Aaron Lael
    State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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  • 7.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-16-2022 03:36
    Always had a feeling lockdown would quicken the EOL date.

    Another product in the telephony world trusted and liked by many coming to a end.

    Worked on several contact centre solutions over my 35 in telecoms this one must admit for a on premise solution was on top of the pile for me

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    Abdul Majeed
    Arrow Global Limited
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  • 8.  RE: E(O)Lephant in the room | When we will start discussing about it?

    NEW MEMBER
    Posted 05-25-2022 12:30
    You said it Abdul. So true!

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    Jason Koch
    Cardinal Health 5, LLC
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  • 9.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-13-2022 10:47
    the writing was on the wall for quite some time now.

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    Eliezer Stekel
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  • 10.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-15-2022 13:30
    This product was definitely an eye opener for me back when I first saw it back in 2010. Sad to see it go but in reality the market has changed so much it's just not viable any more.

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    Tony Curoso
    American Telesource, Inc.
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  • 11.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-16-2022 06:52
    Every party has to end 

    Can not say didnt see that comming 

    Glad to be there when it was top rated product

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    Avi Rozen
    Harel
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  • 12.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-24-2022 12:29
    We did some basic cost analysis, comparing TCO of what we currently pay for PureConnect vs what we would be paying for Genesys Cloud. It shows dramatic increase in operating cost. Depending on the licensing model the cost increase would be in 2-3 times. We will be looking at alternative products before committing to such a steep increase in operating cost.
    I am sure many other PureConnect users will do the same.
    We are looking at Amazon Connect and GoContact
    What products do you consider?

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    Igor Dinissuk
    Optima Communications International Inc.
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  • 13.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-24-2022 12:53
    Edited by Abdul Majeed 05-24-2022 13:21

    For everyone its means doing some serious cost analysis and do you go with proven working cloud solutions or build ground up using AWS connect.
    I had a look NGN Group solution cost wise was coming a lower than our   PureConnect and also looking at AWS Connect.

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    Abdul Majeed
    Arrow Global Limited
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  • 14.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-24-2022 13:46
    Our PureConnect is the Attendant and 64+ custom handlers. My understanding is that Genesys cloud does not support custom handlers, so we are looking at alternatives.

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    Christopher Becker
    State of Michigan - Oakland County - WRC
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  • 15.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-24-2022 15:04
    With that many customizations, you'll have your hands full moving to Amazon Connect.
    I also work with Connect for McDonalds and other customers. Polish up on your Python, NodeJS, C#, etc. You're going to need it.
    I had to write a Javascript (NodeJS) program to sum the answer scores in a post-call survey to determine whether I should prompt the caller to leave a recording.

    Handlers spoil you. They are so powerful!

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    Wayne Rhodeback
    Emplifi
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  • 16.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-24-2022 15:33
    it is a matter of preference I guess.  We already have a fair amount code for other programs in AWS. I personally have much more issue with handlers, and the funky ways they handle things like variable scope - give me any of the languages you mention over the handlers.

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    Christopher Becker
    State of Michigan - Oakland County - WRC
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  • 17.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-25-2022 08:34
    I've been dealing with handlers for over 20 years. I didn't think they were that bad.
    You can't put just one line of code into Javascript to place an outbound call.
    My complaint with Connect call flows, is that they have no computational abilities. With one step, you can get the average wait time for a queue. In seconds. If you don't want to read "Your estimated wait time is approximately seven hundred and eighty-nine seconds", you have to code a Lambda function. I know, I had to do that.
    And up until a couple of years ago, there was no voicemail in Connect. "Call Centers don't need voicemail". Wrong. The only way you could record audio from the caller was if an agent was on the call. Knowing that wasn't an ideal way to record comments (possibly about the agent), I had to construct the post-call survey in Twilio. Now, there is a Rube Goldberg solution for recording without an agent using Lambdas, Kinesis Streams, CTR Streams and other stuff. Fun stuff.

    I guess I'm just spoiled. CIC was a Cadillac phone system! I supported many large customers McDonalds, Unilever, Conagra, The CIA, to name just a few with this system. I'm very sad to see it go.

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    Wayne Rhodeback
    Emplifi
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  • 18.  RE: E(O)Lephant in the room | When we will start discussing about it?

    Posted 05-25-2022 09:43
    Can confirm Wayne's comments about Connect. We tried to replicate CIC functionality with Connect for a POC and while successful, it was quite a challenge, esp. with the agentless recording bit. I think Handlers were a challenge (or maybe just annoying) for people who were used to coding in an IDE, at least that is what I found at my org.

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    Tony Curoso
    American Telesource, Inc.
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