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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October 27, 2018
Ruud Reinold | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Implementation Issues

  • The diallers agent interface was new and required some adjusting.
  • Implementing upgrades requires the same amount of testing to ensure that things don’t break in between versions.
Read Ruud Reinold's full review
September 24, 2018
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Implementation Issues

  • Determining what features were critical enough to host them in our backup location (balancing the expense vs the value add)
  • Working with a 3rd party doing a PSO design implementation for the customer's IVR while we were building the environment internally.
Read this authenticated review

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.