What is the end-of-life EOL for Genesys PureConnect Alternative?

Genesys PureConnect EOL: The End of an Era

Genesys PureConnect, a cornerstone of contact centre technology for many years, has reached the end of its lifecycle. While the exact date for the final sunset has not been officially announced, the writing is on the wall. As the company transitions to newer, more innovative solutions, PureConnect’s days are numbered.

Genesys PureConnect, a customer experience and contact centre platform, has been gradually phased out as Genesys transitions to its newer cloud-based solutions, such as Genesys Cloud CX. The end-of-life (EOL) timeline for PureConnect involves a series of steps, including the cessation of feature updates, limited support, and eventual discontinuation of the product.

General timeline for the end-of-life process for Genesys PureConnect

End of Sale (EOS): Genesys typically announces a product’s end-of-sale date, after which the product is no longer available for purchase. This includes new licenses and upgrades.
End of Mainstream Maintenance (EOMM): After the EOS, Genesys provides mainstream maintenance for a specified period. During this time, the product receives regular updates, including bug fixes, security patches, and minor enhancements.
End of Extended Maintenance (EOEM): Following the mainstream maintenance phase, Genesys may offer extended maintenance for a limited time. This phase typically includes critical fixes and security updates but excludes new features.
End of Life (EOL): The final stage is the official end of life, where all support, including technical assistance and updates, is discontinued. Customers are encouraged to migrate to newer Genesys platforms before this date.

What Does This Mean for PureConnect Users?

For existing PureConnect customers, the end-of-life announcement presents a significant challenge. While the platform will continue to function for some time, it’s crucial to plan for a smooth transition to a new solution. This involves:

Assessing Current Needs: Evaluating your contact centre’s specific requirements to ensure a seamless transfer of functionality.
Researching Alternatives: Exploring the market for suitable replacement platforms that align with your business goals.
Developing a Migration Plan: Creating a comprehensive strategy to migrate data, applications, and agents to the new system.