By: David Currier On: January 23, 2018 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

When a group of people in different locations need to discuss something, the simplest solution is often to join a conference call. But the best method to use for this will be different depending on a number of different factors. In this article, I’ll be covering the different methods of building conference calls that are available in a PureConnect/CIC environment and their benefits and shortcomings.

1) External Solutions (WebEx, GoToMeeting, etc.)


The most common conferencing solutions are actually not part of PureConnect at all. You’ve probably participated in a meeting that made use of a service like WebEx, GoToMeeting, Google Hangouts, Zoom, FreeConferenceCall.com, or another popular provider. Each has their own strengths and weaknesses, but the most common are probably quality and cost. Services that are free are great, but the quality of the call often suffers, and services with lots of bells and whistles can be quite expensive.

Pros

Cons

2) Ad-hoc Conferences


PureConnect does a really good job of making it really simple to create a 3-way conference call. While it is possible to use a sequence of buttons on a physical phone to do this, the easiest method is to drag one call on top of another in the software interface.

This works great for joining two calls together, but becomes cumbersome with additional calls.

Pros

Cons

3) Phone-based Auto Conferences


For conferences that still involve a physical space, phones in PureConnect can be configured to automatically join additional calls to a conference after the first call is answered (with an optional PIN). This deals with the annoyance of having to manually add calls to a conference.

Auto conferencing is a great solution for conference rooms, but it still requires that someone be present to answer the first inbound call to initialize the conference.

Pros

Cons

4) Interaction Conference


Genesys provides Interaction Conference as a licensed add-on product for PureConnect that provides a full suite of conferencing tools. It allows conference scheduling and notifications, intelligent conference resource management, real-time conference controls, and more.

Interaction Conference can do a lot more than any of the other conferencing tools within PureConnect and is a great way to schedule and manage conferences. But it requires web-based management and is more complicated.

Pros

Cons

5) Virtual Conference for Genesys PureConnect – a CPI.Solutions Innovation


At CPI, we liked features from each of the solutions that are included with PureConnect or offered by Genesys, but we were looking for something that was simple while still flexible. We wanted the ability to create “virtual” conference rooms without requiring a physical phone to be involved, but simpler than just using Interaction Conference. So we created our own handler-based solution. It allows us to define virtual conference rooms in Interaction Administrator that can easily be used by internal and external conference participants.

Pros

Cons

If you’re interesting in learning more about our solution or purchasing it, visit this page: http://cpi.solutions/virtual-conference-for-genesys-pureconnect/

I hope this post was helpful. Thanks for reading!