Genesys completed the acquisition of Interactive Intelligence (ININ) on Dececember 1, 2016. Since the acquisition announcement at the end of August 2016, both teams have been busy analyzing and comparing both of the companies various platforms with the idea that a simplification and rebranding of the platforms would be good for Genesys, partners and customers. In this post, I thought it would be nice to provide a brief, high-level, reference that will help you and your team quickly make sense of the three available rebranded platforms.
As it turns out, Genesys decided to stay with the “Pure” nomenclature for all three platforms – PureCloud, PureConnect and PureEngage:
For those of us who were already familiar with ININ platforms, PureCloud (as the name suggests) is an Enterprise-grade cloud services platform for Collaboration, Communications, and Customer Engagement. Built on Amazon Web Services (AWS) and utilizing microservices, PureCloud provides a Customer Engagement solution for larger customers with advanced functionality with superior reliability, security, resiliency and serviceability.
For a deeper dive on PureCloud architecture, check these blogs out: http://cpi.solutions/2016/understanding-purecloud/ and http://cpi.solutions/2016/a-look-at-purecloud-microservices-architecture/
PureConnect is actually the culmination of two former ININ products – Customer Interaction Center (CIC) and Communications as a Service (CaaS) – serving the needs of customers with either a premise based requirement (CIC) or a single tenant cloud requirement (CaaS).
CIC is an all-in-one multichannel Contact Center and Unified Communications premise solution providing customer engagement, self-service, speech analytics, workforce optimization, proactive outreach and customization capabilities, to name but a few.
CaaS is essentially a cloud version of CIC offered in a single tenant format. These two options provide customers with the flexibility to choose, and move between, various cloud and premises deployment models.
Read more at: http://www.genesys.com/platform/cloud/pureconnect
Not to be confused with PureCloud Engage (a contact center agent seat license available on PureCloud, now renamed simply PureCloud 1, 2 or 3), PureEngage is Genesys’ Enterprise edition solution (Genesys Premiere and Business editions continue to be supported). It is available in a cloud, premise, or hybrid scenario. Targeted at large and complex customers, PureEngage provides real-time contextual journeys, world-class intelligent routing, and digital transformation at any scale. PureEngage supports extensive customization through open APIs and web standards.
Read more at: http://www.genesys.com/platform/cloud/pureengage
Stay tuned for continuing developments surrounding the Genesys acquisition of Interactive Intelligence. In the meantime, please don’t hesitate to reach out to us with any questions!