Genesys PureConnect Reviews

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194 Ratings
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Score 8.3 out of 100

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Reviews (1-7 of 7)

Laurent Pret | TrustRadius Reviewer
December 05, 2018

Our PureConnect Story

Score 9 out of 10
Vetted Review
Verified User
Review Source

Implementation Rating

7
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
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Anonymous | TrustRadius Reviewer
January 07, 2019

Amazing experience with Pure Connect

Score 8 out of 10
Vetted Review
Verified User
Review Source

Implementation Rating

2
At the time of implementation, I was not part of the company. What I heard was that people needed more time to learn the system and was not provided at the time. As today, we have several training for each specific team and will help to get a grasp really quick of the system.
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Anonymous | TrustRadius Reviewer
September 24, 2018

Genesys PureConnect Review

Score 9 out of 10
Vetted Review
Verified User
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Implementation Rating

9
ICCE certification and training may look expensive, but it is much less than the cost to have a PSO organization come on site and configure your environment. Am I saying that someone with no experience with PureConnect can go through training and then come back and set up their first fully fledged enterprise production environment? Maybe, maybe not, but someone with PureConnect experience (say ICCS) could likely set up a DEV/UAT environment for you and handle your upgrades afterwards. The whole process sounds much scarier than it actually is.
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Feature Scorecard Summary

Agent dashboard (47)
7.3
Validate callers (41)
8.1
Outbound response (36)
7.6
Call forwarding (48)
8.1
Click-to-call (CTC) (38)
7.7
Warm transfer (49)
8.7
Predictive dialing (32)
7.5
Interactive voice response (38)
8.0
REST APIs (32)
7.3
Call scripts (34)
7.5
Call tracking (47)
7.3
Multichannel integration (38)
7.8
CRM software integration (33)
7.2
Inbound call routing (45)
8.1
Omnichannel inbound routing (33)
8.0
Recording (46)
8.1
Quality management (40)
7.8
Call analytics (37)
7.3
Historical reporting (46)
6.9
Live reporting (42)
7.1
Customer surveys (30)
7.2
Customer interaction analytics (26)
6.9

About 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
Does not have featureScreen-share
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 Integrations

Salesforce, Oracle, Microsoft, Cisco, Other popular CRM and UC solutions

Genesys PureConnect Competitors

Genesys PureConnect Technical Details

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