Amazing on-premise or hosted solution
We used Genesys PureConnect before migrating to Genesys Cloud. On PureConnect we hosted our business telephone system in multiple data …
Genesys PureConnect
Genesys PureConnect
Overview
Recent Reviews
Awards
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Top Rated
2020
Popular Features
View all 22 featuresWarm transfer (54)
8.4
84%
Call forwarding (53)
7.9
79%
Call tracking (52)
7.8
78%
Agent dashboard (52)
6.4
64%
Reviewer Pros & Cons
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Video Reviews
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Pricing
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What is Genesys PureConnect?
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. It remains available, but new users are…
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.genesys.com/platform/pureco…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Alternatives Pricing
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
What is Amazon Connect?
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…
Features Scorecard
Contact Center Software
7.3
73%
Workforce Optimization (WFO)
7.6
76%
Product Details
What is Genesys PureConnect?
Now superseded by the more modern Genesys Cloud CX and Genesys Multicloud CX, the Genesys PureConnect platform was an all-in-one contact center solution for omnichannel and business communications solutions on a single platform. The vendor presented it as simplified all-in-one architecture, flexible, with the highest level of isolation and control available in the cloud. Available in the cloud and on-premises, PureConnect's goal was to let users replace multiple point solutions with a single application.
While PureConnect is still available to use until 2025, visitors exploring Genesys solutions are encouraged to investigate Genesys Cloud CX and Genesys Multicloud CX, the company's newest evolution of their customer communication solutions.
Genesys PureConnect Features
Contact Center Software Features
- 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
Workforce Optimization (WFO) Features
- 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
Omnichannel support Features
- 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
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Genesys PureConnect Screenshots
Genesys PureConnect Videos
EMS, Inc. Harnesses the Cloud to Meet Diverse Client Needs
Yahoo Japan Elevates the Customer Experience with an All-in-one Cloud Engagement Solution
Genesys PureConnect Downloadables
Genesys PureConnect Integrations
- Salesforce
- Oracle
- Microsoft
- Cisco
- Other popular CRM and UC solutions
Genesys PureConnect Competitors
- Cisco
- inContact
Genesys PureConnect Technical Details
| Deployment Types | On-premise, SaaS |
|---|---|
| Operating Systems | Windows |
| Mobile Application | iPad Supervisor |
Comparisons
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Frequently Asked Questions
What is Genesys PureConnect?
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. It remains available, but new users are encouraged to investigate Genesys Engage, and Genesys Cloud.
What is Genesys PureConnect's best feature?
Reviewers rate Recording highest, with a score of 8.5.
Who uses Genesys PureConnect?
The most common users of Genesys PureConnect are from Enterprises (1,001+ employees) and the Telecommunications industry.
Reviews and Ratings
(210)
Reviews
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December 01, 2021
Genesys PureConnect Review
- Inbound contact center traffic
- IVR self service
- Reporting and analysis of historical interactions.
- Workforce utilization and activity monitoring.
August 06, 2019
Highly customizable, easy to use, easy to implement.
- Customization capability
- Data Integration
- Ease of use.
June 24, 2019
Genesys PureConnect
- 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.
May 07, 2019
PureConnect
- Call Center
- Reporting
- Routing of chats, emails and calls
January 07, 2019
Amazing experience with Pure Connect
- inbound call management
- IVR payments
- Campaigns tailored to promote our company and reaching out our customers.
December 05, 2018
Our PureConnect Story
- all in one platform
- Multi media with same interface
- Easy to deploy remote site
October 27, 2018
A stable dialler and telecom solution for over 15 years
- 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.
October 26, 2018
PureConnect - The PBX agnostic contact centre solution.
- 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.
October 17, 2018
PureConnect Review
- 140 seat call center in Minnetonka, MN
- Chat for Tech Support organizations
- Voicemail during closed hours.
July 19, 2018
Meets every need
- Automated Attendants
- ACD Call routing to agents
- ACD Chat
- Call Recording
- Customer Satisfaction
- Workgroup Routing
- Reporting and Statistics
July 11, 2018
Interaction Center brings a powerful and distributed architecture to communications for the enterprise
- Credit Unions
- Banking and financial
- Government