Genesys PureConnect Reviews

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Score 8.3 out of 100

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TrustRadius Top Rated for 2019

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Reviews (1-25 of 117)

Christopher Kaldenberg | TrustRadius Reviewer
Score 7 out of 10
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Verified User
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PureConnect is our sole contact center engine for the routing of inbound and outbound emails, chats and phone calls. We use it for our call center and for 100% of our business users, inside and outside our organization. The PureConnect platform enables our organization to maintain full control of our contact center while enhancing our product offerings over our competitors.
  • Ease of use of the PureConnect systems, from an Administrator experience to our Supervisor tools and end-user Desktop platform. All of these offerings are extremely “feature rich” which provides high customization, real-time awareness and enables us to deliver a silky interface to our end-users.
  • At EMS, since we provide contact center outsourcing, our environment doesn’t operate as a single company with multiple departments, but rather as numerous companies with multiple departments under one roof, each with their own unique contact center preferences delivered with precision through EMS and Genesys.
  • At present we are managing roughly 500 phone numbers, 400 workgroups, 200 Inbound Call Profiles, 200 users and 50 roles with PureConnect.
  • We are a CaaS Local Control customer, meaning that our voice traffic stays onsite at EMS, but we leverage PureConnect cloud servers in a geo-redundant environment to route our interactions.
  • EMS Provides support and services via Voice, Email and Chat with the ability to also turn-up SMS. With the Genesys system we are confidently able to achieve all of this with a single FT dedicated EMS Genesys Administrator.
  • The Genesys sales and support engineers are the best in the business.
  • Any ideas or questions that need addressed are quickly and accurately addressed with a phone call or email to our Customer Success Manager, Service Delivery Manager or Support Team. The support we receive feels genuine and the demonstrated sense of urgency is not based upon the number of seats we occupy.
  • The Genesys PureConnect platform is highly customizable and we have yet to truly run into any roadblocks with system configuration and feature sets. We are only limited to our own creativity.
  • Reporting. Why can't I get individual interaction details from cradle to grave? Most importantly on "abandoned" interactions. PureConnect sums and averages all of your interaction data by half hour intervals and therefore dumps the individual line by line data. We want to know if someone abandons a queue, what date/time they called, their number, wait duration(s) before disconnect, workgroup and etc. This just makes no sense in comparison to the competition. The rest of the canned reporting is useful and works well.
Pure connect is well suited for small to large companies of few to many departments, requiring a phone engine. It is also suited for large contact centers that provide multi-channel/omni-channel support and services for their partners. For example, an outsourcer with 50 clients can easily handle thousands of phone numbers and routing profiles, all unique to the customer's needs.
Read Christopher Kaldenberg's full review
Martín Stricker | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are using it across the whole organization to solve for the lack of a general communication hub. Now we have a strong contact center that improves our workflow and has improved our efficiency in terms of internal operations and customer support, without having to complement different solutions that don't always understand each other.
  • A super user-friendly UI.
  • A very useful chat feature.
  • The report area needs improvement.
  • The support team doesn't always seem to have the expertise you would expect.
I think the best possible scenario for this app would be a call center. It will help you to have an overview of your workflow and to keep all the members on track. It also aids you with feedback on different campaigns you may be launching, so you can make adjustments as quickly as possible, ensuring that your customers return to operate with you again.
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Jonathan O'Connor | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Our organisation is using PureConnect across the whole business. We currently track calls and emails but looking at the capability to offer other channels. PureConnect gives us the ability to track end to end customer journey and how they contact us. Reporting is adequate to our needs but tailored reporting is difficult or costly to arrange.
  • Tracking agent behaviour through their login. Reports around this are varied and reveal a lot.
  • Adding new work groups/skills and distributing through each area is quick and easily done by admin.
  • Naming convention can cause an issue with understanding across all areas.
  • Add-ons are an additional cost. Anything not out of the box will be a cost. Factor this in for your bid.
  • Reporting can be confusing. What you want and what it gives you are different. Also for reporting purposes, arrival times and when the contact is actually handled matter. If this spans two intervals doubling up can occur.
The ability to add or remove workgroups is easily done and PureConnect is well suited to this. Reporting is too erratic - some are fantastic and some are of no use. But to get this report tailored to your needs is an additional cost even though it could be rolled out to all and a massive benefit to all PureConnect users.
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Gordon Dalgleish | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are an outsourcer and use PureConnect predominantly for the voice channel for our contracted contact centre services.
  • Robust and reliable enterprise telephony service.
  • Ability to flex licensing up and down as our user profiles change.
  • Future proofing of services through new digital channel integration, ease of cloud services integration and third party add-ons.
  • Simple and easy to use agent user interface.
  • Cost of the digital/AI based services are high relative to other cloud provided services.
  • Hardware provisioning for PureConnect misaligns with cloud adopted technologies - it's not an evergreen architecture for us.
  • PCI integration using a third party PCI provider is harder to implement than one would expect.
Great for centrally managing services on a corporate WAN as compared to PureCloud, which is accessible from any internet based site. Good for faster deployment of contact centre services across lots of different clients as the multi-tenancy capabilities are good and lean to deploy. Great for fine tuning the configurations and integrations with OUR third party applications.
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Amy Lewis | TrustRadius Reviewer
August 27, 2019

Great on the surface

Score 9 out of 10
Vetted Review
Review Source
We use PureConnect as our enterprise PBX and also for our support contact center. It enables us to work remotely (we are a virtual company) and route calls.
  • It's easy to customize.
  • It's easy to integrate.
  • PureConnect has a great UI.
  • Reporting is terrible -- canned reports, as well as the available report data in the database for custom reporting.
  • It's missing popular features like scheduled callbacks, a more robust dashboard (e.g. how many calls in queue vs. callbacks in the queue), and the ability to change names.
  • The WFM lacks features found in many other WFM solutions. Customers who transition from something else to Optimizer usually regret it.
Genesys is great for contact centers that have fairly basic requirements and/or want an all-in-one kind of solution.
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James Tans | TrustRadius Reviewer
September 16, 2019

Loyal CIC advocate

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use it as a call center solution for our customer. Conduent is a BPO where you can outsource, for example, your customer service
  • Intelligent call routing
  • Stable inbound/ outbound telephony
  • All in one suite
  • All in one suite should have CRM functionality
  • More flexibility in call data.
Its well suited in Enterprise organizations where customer service is highly attended to. It is not so suitable for emergency rooms where 100% availability is a must and cherry-picking is needed.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We utilize Pure Connect in our contact centers and have taken advantage of its multi-channel routing functionality. We have a large outbound dialer component, as well as a substantial IVR consisting of over 100+ toll-free numbers. We have taken advantage of some of the built-in functionality: workforce management (WFO/WFM), voice and screen recording, interaction analyzer and Interaction optimizer. We are also in the process of integrating with Salesforce.
  • Outbound Dialer: Member engagement is a huge business driver for our company and the outbound dialer really drives that engagement. It is more efficient and effective than any other dialer I have ever used.
  • Inbound Attendant: The configuration interface for Interactive Attendant is intuitive and simple to use.
  • Stability: We have a high availability environment and rarely ever have to switch to our backup server. The platform runs clean and is reliable.
  • I would love to be able to rename and user I.D. Currently, we have to delete and rebuild the profile.
  • I would like to see some of the built-in applications like Optimizer expanded upon. I believe there is a 500 agent limit on the size of the scheduling unit you can create.
Pure Connect is the perfect phone system for any SM/MD/Large contact center. It's more than a standard PBX: It has a ton of built-in applications to help you achieve your business goals.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys PureConnect - CIC is used by the whole company. It is our phone system. All calls are routed and answered in the PureConnect system, ACD calls are routed via the system. It addresses all of our phone needs; it is the way our company interacts with our customers via phone. We are leveraging PureConnect for calls, and voicemails.
  • PureConnect seamlessly connect to [our] CRM, with no issues
  • Their vast IVR routes call to the proper agents based on our needs, and the way we want it set up, very easily.
  • The actual layout for each agent can be customized for each person, and at the same time have the standard view that we want
  • They are constantly evolving and update the product to meet user and market demands
  • Very good in monitoring and listening to calls
  • The out of box reports aren't that good, they need more flexible to pull the data the way you want it
  • The management and supervisory functions can use a little more customizations, than just out of the box
The Genesys PureConnect system gives exceptional call center features. This tool has everything in one place, it is very customizable to meet each specific need. System changes can be pushed along to each agent at the same time, while each person can still make some of their own customized views. The call routing is very powerful and extremely customized. The ivr infrastructure is very good to meet each business need.
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Anonymous | TrustRadius Reviewer
February 11, 2020

GENErations SYStemed

Score 8 out of 10
Vetted Review
Verified User
Review Source
I was in a Customer handling role in the last 5 years and it's been a year since I moved to the Administration team, working with Genesys CIC server, and I feel it's a great application to learn more about Contact Center operations. So far I feel that the application is smooth, fast and elegant. More to learn on Genesys.
  • Easy Administration
  • Robust
  • Marquee Packages could have been better
  • More plugins
I think Genesys PureConnect is well suited for the contact center which supports internal support services, and I also feel that we have many more available options to work on, while exploring GCAP I learnt more technical details offered by Genesys. It's always good to take a complete package to explore full fledged features of any application offered by Genesys.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We have a lot of calls coming from multiple people and Genesys PureConnect really allows us to route it to the right set of people. The cloud version with no downtime has been an absolute blessing. It was earlier being used as part of a department but now it is being implemented across the organization.
  • Integration with existing platforms.
  • No downtime on the cloud version
  • Ease of use for supervisors and agents
  • Failovers are easily triggered.
  • Server turns slow when there are are a lot of use cases.
  • Some level of customization for the buttons.
As mentioned earlier, we have a lot of incoming requests from multiple verticals and Genesys PureConnect really allows us to handle these in a seamless manner. There are multiple systems internally and this acts as a bridge between them all, hence saving considerable resource time. Not very suitable if you want to use more than just rules-based chat.
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Shahbaz Chughtai | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We at Gulf Contact Centers started with Interactive Intelligence Customer Interaction Center CIC 3.0 in 2010. We're a call center outsourcing company offering outsourcing services in the State Of Kuwait. Until today, we have served more than 50 clients using the same CIC Setup which was upgraded to PureConnect in March 2018. PureConnect is used for both for our call center outsourcing services to our clients and for enterprise communication using Polycom desk phones. Though PureConnect is not designed for enterprise communication, it serves basic communication needs. Using PureConnect, we offer both inbound, outbound (using Dialer), IVR services, etc.. To some extent, it serves our multi-tenant needs as well.
  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
  • Abandoned Call Management: There's no report/module available to return/respond to abandoned calls. We sign with our clients that we'll return abandoned calls within one hour. But we can't get any report from PureConnect to prove it.
  • While on Calls, Agents should be able to see waiting calls so that they can hang up the running call ASAP and respond to the waiting one to keep the abandoned rate low.
  • Flowout calls need to be removed as they cause total entered calls to be confusing.
PureConnect is well suited in Microsoft Environments (where other systems are also Windows-based) and large organizations. It's less suited for small startups or small companies as it is way expensive.
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Jim Barber | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Certified Languages International (CLI) utilizes Pureconnect (CIC) to support and facilitate our Over the Phone Interpretation (OPI) services and support our Video Real-time Interpretation (VRI) services. CIC's ease of customization and management allows us to customize our voice systems to suit our business needs instead of modifying the business to meet our phone system. CIC is at the very core of our entire business model. It touches every aspect of our day to day operations. CIC faces both the internal employees and our customers and contract interpreters.

We use it to log on and log off our OPI interpreters, keep track of interpretation sessions, collect billing data, and facilitate the communications between our customers and our deep bench of interpreters. We leverage SOAP and custom objects in CIC to track our VRI interpreters as well.

We utilize ACD for call distribution to our Customer Service Representatives (CSR)s and Optimizer added to CIC to handle scheduling volumes for the same giving our customers a high degree of satisfaction. The deep integration with Structured Query Language (SQL) databases allows us to customize our data for billing and reports with off the shelf tools, saving us both time and money.

The ingrained ease of programming and modification allows us to quickly customize our product offerings to meet our customer's needs and expectations. We have added products ranging from complete SIP to SIP data interchange for billing information, language selection and customized customer info to customized Auto Attendant menus that are data-driven vs. hand-built solutions.

Self-serve customer options via IWP and scheduled reports allow us to provide data access to specific types of queries and recordings for use by the customer without bogging down our staff with requests allowing them to be more productive in day to day operations. The wonderful thing about CIC is how complete, easy to use, and robust the platform is. Honestly, it outshines the Myriad other platforms we could have went down the wrong path with.
  • Automated call distribution.
  • Data integration and reporting.
  • Real time monitoring of users, Lines, Line Queues, and subsystems.
  • Easy to use programming interface and tools for customization.
  • Easy to understand strait forward documentation with examples.
  • Homogeneous System Setup and administrative tools.
  • Switch over!!!!, an Active-Active Server configuration vs. the current active-passive (Primary/Secondary) is outdated given the state of the industry. Allowing for multiple CIC servers, Primary, and multiple secondaries would be ideal! Multi-site is a bit clunky and not engineering/administratively friendly or even full-featured.
  • Out of the box robust Bulls Eye routing.
  • Expansion of the IceLib to more areas of the system with deeper hooks.
CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.

CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Read Jim Barber's full review
Kristen Reeves | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
PureConnect is used by multiple departments within the county as the primary contact center point for inbound and outbound calls, emails, and messages. PureConnect cuts out the requirement for multiple people having to continuously monitor our calls and messages. PureConnect also makes it easier to provide the best customer service 100% of the time by always being there and available to route calls or messages to the appropriate person or department.
  • Pureconnect is highly customizable. The system has so many features that can easily be adjusted or set to accommodate the needs of each business or department and can be changed at any time by the administrator(s).
  • PureConnect is capable of being the primary contact point for multiple departments within a business. For example, our business is made up of several departments within one building. Pureconnect has the capability of routing the customer to the correct department and to the right person within that department based on their specific needs.
  • PureConnect has an excellent customer service department. If ever you find yourself needing guidance or assistance with this program, their customer service will be right there able and willing to help as needed.
  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
PureConnect is capable of appropriately handling and/or routing high-capacity calls, emails, and messages. Therefore, it is most well-suited for a business that has a lot of communications traffic. I do not believe it would be very beneficial or cost-effective for a small business who only handles or receives a few calls or emails each day.
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KENICHI ODAIRA | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our company sells office supplies online. Our company uses this product in all of our customer service departments. There are approximately 700 seats available. Among them, the average number of active seats is 550. There are a lot of inquiries about delivery about the handling products. By using functions such as IVR, we introduced them to process those queries efficiently. Also, our company has a small number of members in the information system department. Therefore, we introduced PureConnectCloud to reduce internal system operation tasks.
  • We introduced PureConnect Cloud to dramatically reduce our system operation tasks.
  • As call flow configuration change is easy, it can respond to sudden operation change immediately.
  • System accounts such as InteractionDesktop and ICBM are common.
  • SwichOver to the backup center at the time of failure is very fast.
  • The response of InteractionSupervisor, InteractionAdministrator, and InteractionAttendant is very slow.
  • I want a function to change batch user information of InteractionAdministrator.
  • I want a batch download and batch upload function of InteractionAdministrator user information and WG information.
PureConnect Cloud is very suitable for companies that can not spend resources on system operation because of the small number of people in the information systems department, as in our company. Also, suitable for a company that requires some degree of system customization at the time of introduction. As long as our company uses it, there is no scenario that is not particularly suitable.

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Joseph Potts | TrustRadius Reviewer
August 16, 2019

Basic Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
PureConnect is our contact centre solution. It allows us to manage customer interactions throughout our organisation. We are developing the strands of the product most beneficial to our business in our contact centre environment, with a view to rolling it out to other touch-points in our customer journey.
  • Blended interaction type routing (emails & calls)
  • Skills based routing
  • User development of tailored solutions
  • Real-Time views.
  • Work-Force management tools
  • Reporting & MI
The solution works well in our Contact Centre environment and in areas where there is direct customer contact.
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Ryan Warfield | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source
I use PureConnect in multiple ways. Both in my day to day activities and in demos to customers and prospects. As an all-in-one solution, it has the ability to solve for many needs. Everything from simple PBX functionality to advanced Contact Center requirements.
  • Visibility across the organization
  • Plethora of features and functions
  • Ease of integration
  • Transcription reporting from the assistance interactions.
  • Ability to change the color pallet of the applications to make them look more modern.
  • Needs native WebRTC functionality.
I believe that PureConnect is well suited for organizations that have a need for Contact Center functionality. While it has a great PBX, if the need is only for a PBX, it is not always financially well suited.
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Steve Fulkerson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Genesys PureConnect is used by the call center portion of our business and the staff that support the call center.
  • Gets the call to the right agent (properly skilled and trained).
  • Open sourced and extremely flexible to meet the unique needs of our business.
  • Multiple tools available for call-center management and support.
  • Support for the product is slowly moving toward PureCloud which is the future.
PureConnect is a great solution for call centers. It properly routes calls with its proprietary ACD call routing. Routing based on skill, pay, time available, etc.—it all factors in.
Read Steve Fulkerson's full review
Bradley Leonard | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use PureConnect as our call center platform. We currently have around 1000 agents and they all sign in using PureConnect products like Interaction Desktop to take calls and ICBM to monitor. I use applications like Interaction Administrator and Interaction Attendant to manage and provision the platform and we work with the Genesys team to manage servers and other infrastructure.
  • Their platform is pretty rock solid as far as staying up and doing what it's supposed to do.
  • They provide ample documentation that I can use to fix problems myself.
  • They're quick to answer the phone when we need help.
  • Their support leaves a little to be desired at times. Sometimes I feel like we know more than their experts do.
  • The unplanned switchovers have to stop.
  • I'd really like to know that things like single sign on are going to work the way they're supposed to at all times.
I think Genesys Pureconnect is the way to go if you have a call center, big or small. The strides they're taking with AI and predictive routing are very impressive and can really help the agent/customer experience in a big way. It's nice to know that calls are going to the people that need to take them and we can decrease the time on the phone.
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Ariel Dorfman | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We, at Universal Assistance, use the PureConnect platform all across the organization. We have deployed to 10 countries all around the LaTam Region. Also the platform gives support for our 4 different Contact Centers, that are in 5 different countries. With PureConnect we solve the client relationship and the way that they get in touch with the company.
  • CRM Imtegration
  • Audio quality
  • Intelligent Routing
  • Support
  • Agent and groups Managements
  • Licensing
  • Some PBX functions
  • Reports
Genesys PureConnect is well suited for a vast variety of scenarios, but mostly using On-Premise with a roadmap to the Cloud. Also, it is good for interconnecting branch offices to headquarters. From the Contact center perspective, it is well suited for small groups (10 or so) and for big groups (more than 3000 agents), where you can connect different types of lines, E1/T1, SIP, etc.
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Eric Wittkopp | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
PureConnect has proven to be the right choice for our company in bringing together functionality that typically exists on multiple platforms and doesn't play well together. Moving off of our Avaya PBX in 2018 has positioned us to exploit the latest communication technologies. Once limited by our platform, using PureConnect has provided us so many options that our limitations today are tied directly to our own creativity: if we can dream it, PureConnect's features and open architecture allows us to do it. Out of the box with no real strategy changes, our contact center found itself much more efficient. Over the past year, as we have started introducing Omni-channel strategies, self-service IVR, real-time analytics, smarter call routing, etc., we are learning just how much more can be achieved-- and we're just scratching the surface. Integration with our in-house developed contact compliance system looked to be a large undertaking: 100% of all outbound calls are not permitted to launch until PureConnect receives permission from the compliance system. The system tracks historical call data and manages business rules based on client and regulatory requirements. Using handlers and the IceLib API made this project much easier than we had anticipated. One of our best investments was the training and certification of our software developers. I love the fact that Genesys invests as much as it does in R&D. I am confident that Genesys will continue to be an innovator in the communications space and will continue to support PureConnect. The largest frustration for our company is that Genesys is growing so quickly that they appear to often have trouble handling inquiries about new functionality: their marketing team does a fantastic job wetting our appetite; however, to receive additional information or schedule demonstrations (ex. "Build-a-bot workshop), it can take a lot of follow up/escalation. Would I recommend PureConnect to others? I already have.
  • PureConnect is a single platform; therefore, everything works well together. With other solutions, we have experienced communication challenges between our core phone system and predictive dialer, our call recording solutions, our speech analytics solution, etc. With PureConnect, those issues are 100% solved.
  • We often like pushing things to the limits. We have experience writing custom software solutions with Avaya and Asterisk (FreePBX). Using PureConnect's handlers and IceLib API has been a total game changer: we have gone from taking an R&D approach trying to find a way to do something to having multiple solutions available to us to accomplish our goals. The design, training programs, and documentation have been very well received by our software development team.
  • Blending multiple communication channels and being designed to accommodate whatever is coming next has addressed our current needs and has given us confidence that PureConnect will continue to serve consumers in the future.
  • WFM does not handle both inbound and outbound. It's the one component that needs to be provided by a third party.
  • There is not enough sales support to handle requests regarding new functionality. To get basic information and/or demonstrations can take time and effort.
  • Tracking changes would be a good feature to add (perhaps with rollback functionality).
I think PureConnect is best suited for an organization that is looking to improve CSAT and reduce expense. It may not be the best choice for smaller companies that don't have a lot of communications traffic.
Read Eric Wittkopp's full review
Anna Niedzwiecka | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
In Oriflame Cosmetics we use Genesys PureConnect in 40 countries and soon we are going to implement it in more markets. It's the best solution to deal with our customers in the Contact Center and provides the best and fastest service possible.
  • It saves a lot of time by having everything in one app.
  • It makes work easier for our agents.
  • It allows us to monitor results in all markets very easily.
  • In the web client, there isn't a way to look at an email without answering it.
For our company, this product has worked very well and it makes less work for our agents I think it's a perfect solution for all companies which have a large number of agents and business in different countries.
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Andrew Wooster | TrustRadius Reviewer
June 24, 2019

Genesys PureConnect

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use the Genesys PureConnect system for our contact center to provide ACD routing of customer calls. We also utilize the Interaction Process Automation feature to enhance our internal processes and streamline our daily work. With the Genesys PureConnect system, we are able to intelligently route customer calls to the most skilled agents, this provides the best possible experience for the customer and the agent.
  • Intelligently routes customer calls to the most experienced agents.
  • Interaction Process Automation allows us to streamline business processes and manage the work.
  • Call recording allows us to perform quality assurance on our agents to ensure they are handling the customer the best way possible.
  • Ability to write custom handlers to extend the out-of-the-box functionality allows us to increase efficiency of handling business processes.
  • None, this product does everything we need it to do and so much more!
Genesys PureConnect provides excellent ACD routing of customer calls. The Interaction Process Automation feature has improved our business processes and streamlined the work necessary to complete all tasks. The ability to write custom handlers has allowed us to automate business processes and increase our agents efficiency. The broad out of the box functionality of Attendant, has allowed us to improve the routing of customer calls to the best suited agents.
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Trista Wiegel | TrustRadius Reviewer
May 07, 2019


Score 10 out of 10
Vetted Review
Verified User
Review Source
We currently use PureConnect for our Operations and Customer Service departments to takes calls, chats and Emails. It address efficiency in getting interactions answered in order of importance and in a timely manner. Out of 400 employees we currently have 150 users on the Pure Connect platform.
  • IVR Flow
  • Chat
  • Email
  • The one item we are waiting on before going to the cloud version is emails to be printed. This would be a great feature to have which the on-premise already does have.
We love working on the PureConnect platform and our 3rd party vendor makes this easy to do!
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Brian Booth | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Genesys PureConnect is mostly used in our Call Center. It has allowed members to schedule/reschedule/cancel trips via phone, chat, email, or IVR self-service.
  • Call Routing
  • Call Recordings
  • Uptime
  • Support : Better communication
  • Better options for bulk editing/skilling
  • Wish the Windows registry wasn't used so much for settings
Genesys PureConnect is well suited for companies looking to simplify and track all customer-facing interactions.
It is less appropriate for companies looking to own and manage their equipment.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is used enterprise wide. We have 2 contact centers who are our heavy users: 1) Front-end loan origination and client relations 2) customer service and collections. It allows us to get the interactions to the correct place/people in an effective manner along with allows us to target certain agent groups through bulls-eye routing.

  • Provides flexibility to design interaction flows that work for your business model/challenges.
  • Provides redundancy and high availability with backup server.
  • Allows for features to be limited to certain users or user groups via security.
  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
It is very flexible and can be designed for your business' needs. The system can be very data-intense which is great when you are doing collection campaigns and best time to contact strategies based on payment history. It can get very expensive quickly as you customize. Every customization is added to your maintenance which people sometimes overlook. Unless you are developing everything onsite.
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Feature Scorecard Summary

Agent dashboard (47)
Validate callers (42)
Outbound response (36)
Call forwarding (48)
Click-to-call (CTC) (38)
Warm transfer (49)
Predictive dialing (31)
Interactive voice response (38)
REST APIs (32)
Call scripts (35)
Call tracking (47)
Multichannel integration (38)
CRM software integration (34)
Inbound call routing (45)
Omnichannel inbound routing (33)
Recording (46)
Quality management (40)
Call analytics (37)
Historical reporting (46)
Live reporting (42)
Customer surveys (30)
Customer interaction analytics (27)

About Genesys PureConnect

The Genesys PureConnect platform is an all-in-one contact center solution that promises a broad and deep set of omnichannel and business communications solutions on a single platform. The vendor aims to offer: simplified all-in-one architecture, flexibility and the highest level of isolation and control available in the cloud. Available both in the cloud and on-premises, PureConnect's goal is to let users replace multiple point solutions with a single application that makes customers and employees happier.

The vendor's main value propositions are:

Do more with less: An all-in-one platform enables users to deliver a better customer experience while greatly simplifying administration, increasing operational performance, and reducing total cost of ownership.

Speed time to value: A single set of broad and deep solutions allows users to turn on new capabilities quickly, when you’re ready, and new functionality is built right into existing interfaces.

Tailor solutions and protect investments: An open, standards-based architecture allows users to customize the application and integrate with any existing systems.

Maximize privacy and control in the cloud: Users get their own instance of the application, the option to go 100% private cloud and the ability to keep voice traffic and recordings at your site. Users can also customize solutions, determine the timing of updates and maintain control over carrier relationships.

Genesys PureConnect Features

Contact Center Software Features
Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Has featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Has featureCommunications forecasting
Workforce Optimization (WFO) Features
Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Has featureLive reporting
Has featureCustomer surveys
Has featureCustomer interaction analytics
Omnichannel support Features
Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Has featureVideo channel
Has featureLive chat channel
Has featureCo-browse
Does not have featureScreen-share
Has featureSocial media channels
Has featureMobile applications
Predictive Analytics Features
Has featureIntelligent call routing
Has featureChatbots
Has featureAI assistance for live agents

Genesys PureConnect Screenshots

Genesys PureConnect Videos (2)

Genesys PureConnect Downloadables

Genesys PureConnect Integrations

Salesforce, Oracle, Microsoft, Cisco, Other popular CRM and UC solutions

Genesys PureConnect Competitors

Genesys PureConnect Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows
Mobile Application:iPad Supervisor