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Genesys PureConnect Reviews

201 Ratings
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Score 8.4 out of 100
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Reviews (1-4 of 4)

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October 27, 2018

A stable dialler and telecom solution for over 15 years

Ruud Reinold | TrustRadius Reviewer
Ruud Reinold
Score 8 out of 10
Vetted Review
Verified User
Review Source

In-Person Training

10
I’ve received on several occasions training from Genesys (and previously Interactive Intelligence). These are high value training courses but their quality is excellent and goes usually beyond the actual training creating long lasting connections between the attendees.
Read Ruud Reinold's full review
January 07, 2019

Amazing experience with Pure Connect

Anonymous | TrustRadius Reviewer
Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

In-Person Training

8
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
Read this authenticated review
September 24, 2018

Genesys PureConnect Review

Anonymous | TrustRadius Reviewer
Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

In-Person Training

10
The in person training and Genesys HQ in Indianapolis (admittedly, this was under the Interactive Intelligence name) was fantastic. The pacing was great even for a mixed experience class. The instructors were also SMEs which clearly showed through their instruction. I will caveat this saying that some of the training was expensive, but in the end it was worth it.
Read this authenticated review

Genesys PureConnect Scorecard Summary

Likelihood to Recommend (201)
8.4
Likelihood to Renew (12)
8.5
Usability (8)
8.0
Availability (3)
9.1
Performance (3)
8.8
Support Rating (15)
6.6
In-Person Training (4)
8.3
Online Training (3)
8.3
Implementation Rating (14)
6.1
Product Scalability (3)
8.2

Feature Scorecard Summary

Agent dashboard (49)
7.1
Validate callers (43)
7.8
Outbound response (37)
7.8
Call forwarding (50)
8.0
Click-to-call (CTC) (40)
7.8
Warm transfer (51)
8.5
Predictive dialing (33)
7.6
Interactive voice response (40)
8.1
REST APIs (33)
7.6
Call scripts (35)
7.6
Call tracking (49)
7.3
Multichannel integration (40)
7.9
CRM software integration (34)
7.3
Inbound call routing (47)
8.2
Omnichannel inbound routing (35)
8.0
Recording (48)
8.1
Quality management (42)
8.0
Call analytics (39)
7.3
Historical reporting (48)
6.8
Live reporting (44)
7.1
Customer surveys (32)
7.4
Customer interaction analytics (27)
7.0

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.

Categories:  Call Center Workforce Optimization,  Customer Experience Management,  Contact Center

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