Genesys PureConnect Reviews

209 Ratings
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Score 8.6 out of 100

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Reviews (1-12 of 12)

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August 06, 2019
Jim Barber | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Innovative Uses

  • Integration with a database of several thousand interpreters that makes outbound connections to them and our customers and connects them together
  • The use of UUI and customized SIP headers to allow re-sellers to utilize our services. So billing and re-branding happen seamlessly. Identification of the re-seller, their desired language for translation, custom billing fields and more are transferred real time in the invite of the call. That allows use to perform call treatments based on the re-seller and even on a particular customer of theirs.
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June 24, 2019
Andrew Wooster | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Innovative Uses

  • Ability to recognize store phone numbers and route those with higher priority and to a specialized team of agents.
  • Integrates with the Oracle Service Cloud to provide agents with custom screen pops.
  • Dynamic routing of emails using Handlers to decrease response time on escalated issues.
Read Andrew Wooster's full review
May 07, 2019
Trista Wiegel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Innovative Uses

  • Building new IVRs
  • Integrating Chats and emails in with our call flows.
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December 05, 2018
Laurent Pret | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Innovative Uses

  • W e have a lot of users and but our call activity not so high
  • We use table to avoid having to publish when making change in attendant
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July 11, 2018
Jason Neton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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Innovative Uses

  • Custom integration with business ERP
  • Managed services monitoring remotely of site
  • Custom banking applications with speech recognition
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January 07, 2019
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Innovative Uses

  • implementation of payments in the IVR
  • integrate with in-house CRM system
  • allow stores to verify their status via IVR
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October 26, 2018
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Innovative Uses

  • we have created a s script that will launch a SharePoint page whenever a certain call type presents. The page contains all the resources an operator needs to handle that call. The system recognizes which of our hospitals that call is coming from and loads a unique page customized for that site.
  • We created a unique directory for each of our hospitals and started by populating the 20-30 most common numbers we transfer to for each site. Operators kept asking us to add more numbers and departments. We kept asking if the directories were getting too big and unwieldy to be able to quickly find numbers, they said no. We are now over 150 listings in each directory and operators can still find any department/number in a few seconds.
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September 24, 2018
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Innovative Uses

  • Self Service IVR payments
  • Replacing a legacy self service system that relied on a mainframe
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July 19, 2018
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Innovative Uses

  • Database lookups
  • Feedback surveys
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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.