Genesys PureConnect (discontinued)

Genesys PureConnect (discontinued)

Score 8.3 out of 10
Genesys PureConnect (discontinued)

Overview

What is Genesys PureConnect (discontinued)?

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. A legacy product, new users are encouraged...
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Recent Reviews

PureConnect Feedback

8 out of 10
August 19, 2020
We are currently using Genesys PureConnect within several areas of the business. Genesys PureConnect is currently being used to support …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Warm transfer (54)
    8.4
    84%
  • Call tracking (52)
    8.0
    80%
  • Call forwarding (53)
    7.9
    79%
  • Agent dashboard (52)
    5.5
    55%

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Genesys PureConnect (discontinued), and make your voice heard!

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Pricing

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Unavailable

What is Genesys PureConnect (discontinued)?

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. A legacy product, new users are encouraged to…

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 Broadvoice?

Broadvoice aims to simplify communications for small and medium businesses (SMBs) by combining cloud PBX, UC and collaboration features with virtual call center in one Unified Communications as a Service (UCaaS) platform that delivers enterprise-class features.

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Product Demos

EMS, Inc. Harnesses the Cloud to Meet Diverse Client Needs
03:44
Yahoo!Japan : オールインワンクラウドエンゲージメントソリューションで自社のCXを向上|ジェネシス・ジャパン
03:39
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

7Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.5Avg 8.5
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Product Details

What is Genesys PureConnect (discontinued)?

Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications. While PureConnect is still available to use until 2025, visitors exploring Genesys solutions are encouraged to investigate Genesys Cloud CX, the company's newest evolution of their customer communication solutions.

Genesys PureConnect (discontinued) 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 (discontinued) Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

Genesys PureConnect (discontinued) 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 (discontinued) Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationiPad Supervisor

Frequently Asked Questions

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. A legacy product, new users are encouraged to investigate Genesys Cloud.

Reviewers rate Recording highest, with a score of 8.6.

The most common users of Genesys PureConnect (discontinued) are from Enterprises (1,001+ employees).
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Comparisons

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Reviews

(1-7 of 7)
Companies can't remove reviews or game the system. Here's why
Score 5 out of 10
Vetted Review
Verified User
Most recently, we migrated one of our callcenters IVR webservice integration from SOAP to REST. The version we were running on had support for REST, but did not, apparently, have the ability to parse NULL or DOUBLE values in the json response object. This caused some really amazing failures and havoc with calls in queue when this would get tripped. Genesys support stayed on the line, through a screenshare all the way to resolution on determining this as the cause of the issue. The agent even helped brainstorm a few ideas of how we could workaround the issue until we upgraded to a version that would handle these values.
Score 8 out of 10
Vetted Review
Verified User
We had an challenge situation with dialer calls and warm transfers. We provided interaction ID, logs, screenshots and after some calls, Genesys came back with a solution for our environment.
We had several more examples by the support via community, our partner, and direct contact with Genesys engineers. Our regional Sales Rep also helped with our issues
December 05, 2018

Our PureConnect Story

Score 9 out of 10
Vetted Review
Verified User
As mention in previous question during an upgrade with engineer we work all through the night and didn't stop until issues was resolved. It was really what we needed as we didn't want to have to roll back as it would have meant that we would have to work another 12 hours and the management wouldn't have been impressed with rolling back
Ruud Reinold | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We just upgraded to 2016 R2 and had major issues getting the dialler to work properly when they offered one of their support engineers to attend on-site and assist to resolve our issues. This was very helpful to us.
Score 10 out of 10
Vetted Review
Verified User
it took some head scratching, but they were able to create a custom handler that would route critical calls to a group station ring if all agents were busy. That way any agent could immediately grab the call and their existing caller would be put on hold. This is beyond "front-of-the-line"
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