PureConnect Best Practices

The term "best practice" is arguably easy to misunderstand, and it means different things in different contexts, including different industries, states, countries, and types of applications. Some best practices for a new call center with basic inbound functionality are certainly different from a large call center with blended outbound and inbound functionality. Even within outbound call centers, best practices differ significantly by industry and type of implementation. Given the wide array of contexts and options used to implement PureConnect, it is difficult to offer best practice guidance to cover every situation in this site. However, in order to help customers succeed in implementing and customizing PureConnect, we offer the content linked on this page, which is a growing body of knowledge. If you need help with your design or deployment of PureConnect, contact your account executive or Genesys Professional Services.

A common definition for "best practice" is: a guideline, procedure or set of procedures that is preferred or considered standard or optimal within a product, organization or industry. The purpose of this page is to highlight some generally recommended best practices when implementing and using PureConnect features. It is not intended to be a comprehensive list or cover industry-specific contexts and requirements.

Links to related best practice articles:

Interaction Dialer Best Practices

Interaction Attendant Best Practices

CIC Web applications configuration best practice

Interaction Web Portal and Interaction Marquee best practices

PureConnect products on a virtualized platform best practices