Genesys PureConnect Reviews

209 Ratings
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Score 8.6 out of 100

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Reviews (1-7 of 7)

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June 24, 2019
Andrew Wooster | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Exceptional Examples of Genesys PureConnect Support

When our entire system went down a few years ago, the Genesys support team immediately helped fix the issue despite it being extremely early in the morning. They always have someone to answer a code red call when it happens.
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October 27, 2018
Ruud Reinold | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Exceptional Examples of Genesys PureConnect Support

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.
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October 17, 2018
Andy Breitsprecher | TrustRadius Reviewer
Score 9 out of 10
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Exceptional Examples of Genesys PureConnect Support

There have been several times where cases were escalated and Genesys quickly got a bridge together with all of the parties involved.
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December 05, 2018
Laurent Pret | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Exceptional Examples of Genesys PureConnect Support

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
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January 07, 2019
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Exceptional Examples of Genesys PureConnect Support

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
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October 26, 2018
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Exceptional Examples of Genesys PureConnect Support

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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September 24, 2018
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Exceptional Examples of Genesys PureConnect Support

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.
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Feature Scorecard Summary

Agent dashboard (50)
7.2
Validate callers (44)
7.8
Outbound response (37)
8.0
Call forwarding (51)
8.0
Click-to-call (CTC) (40)
8.0
Warm transfer (52)
8.5
Predictive dialing (33)
7.9
Interactive voice response (40)
8.0
REST APIs (33)
8.0
Call scripts (35)
7.8
Call tracking (50)
7.5
Multichannel integration (40)
8.0
CRM software integration (34)
7.6
Inbound call routing (47)
8.3
Omnichannel inbound routing (35)
8.0
Recording (48)
8.2
Quality management (42)
8.2
Call analytics (39)
7.3
Historical reporting (48)
7.0
Live reporting (44)
7.4
Customer surveys (32)
7.7
Customer interaction analytics (27)
7.5

What is Genesys PureConnect?

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, visitors exploring Genesys solutions are encouraged to investigate Genesys Engage, or Genesys Cloud , the company's newest evolution of their customer communication solutions.

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
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

Cisco, inContact

Genesys PureConnect Technical Details

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

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 Warm transfer highest, with a score of 8.5.

Who uses Genesys PureConnect?

The most common users of Genesys PureConnect are from Enterprises and the Telecommunications industry.