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Warm transfer (54)
Call forwarding (53)
Call tracking (52)
Agent dashboard (52)
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- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Social media channels
- Supported: Mobile applications
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
- Other popular CRM and UC solutions
|Deployment Types||On-premise, SaaS|
|Mobile Application||iPad Supervisor|
- Inbound contact center traffic
- IVR self service
- Reporting and analysis of historical interactions.
- Workforce utilization and activity monitoring.
- Customization capability
- Data Integration
- Ease of use.
- Ability to customize to meet business needs.
- Process Automation helps reduce work time for escalated issues.
- IVR allows us to help customers as quickly as possible.
- Call Center
- Routing of chats, emails and calls
- inbound call management
- IVR payments
- Campaigns tailored to promote our company and reaching out our customers.
- all in one platform
- Multi media with same interface
- Easy to deploy remote site
- Outbound dialling of campaigns with segmentation of targetes by campaign types, time of day and period of the week and month.
- Inbound call handling. The system is used in a blended way, therefore call volumes on inbound queues will throttle the outbound campaigns.
- Secure automated payments using the integrated solution will reduce per payment cost that other solutions have and is majorly less expensive then 3rd party solutions.
- Integrated with the Latitude debt collection platform (also Genesys owned) and the ability of linking diallers scripting directly with Latitude accounts.
- The largest department in terms of call volume is the switchboard, which answers 1.25 million calls a year for 14 acute care facilities.
- The switchboard also answers code calls, which means our system must have high availability.
- We have an internal contact centre for staff workplace health.
- There are several patient facing contact centres either live or coming online to aid in accessibility to services.
- 140 seat call center in Minnetonka, MN
- Chat for Tech Support organizations
- Voicemail during closed hours.
- Automated Attendants
- ACD Call routing to agents
- ACD Chat
- Call Recording
- Customer Satisfaction
- Workgroup Routing
- Reporting and Statistics
- Credit Unions
- Banking and financial