Genesys PureConnect (discontinued)
Genesys PureConnect (discontinued)
Genesys PureConnect (discontinued)
Overview
What is Genesys PureConnect (discontinued)?
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. A legacy product, new users are encouraged...
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Awards
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Popular Features
View all 22 features- Warm transfer (54)8.484%
- Call tracking (52)8.080%
- Call forwarding (53)7.979%
- Agent dashboard (52)5.555%
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Pricing
View all pricingEntry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.genesys.com/platform/pureco…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Features
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Product Details
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- Tech Details
- Downloadables
- FAQs
What is Genesys PureConnect (discontinued)?
Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications. While PureConnect is still available to use until 2025, visitors exploring Genesys solutions are encouraged to investigate Genesys Cloud CX, the company's newest evolution of their customer communication solutions.
Genesys PureConnect (discontinued) Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Genesys PureConnect (discontinued) Screenshots
Genesys PureConnect (discontinued) Videos
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Genesys PureConnect (discontinued) Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows |
Mobile Application | iPad Supervisor |
Genesys PureConnect (discontinued) Downloadables
Frequently Asked Questions
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. A legacy product, new users are encouraged to investigate Genesys Cloud.
Reviewers rate Recording highest, with a score of 8.6.
The most common users of Genesys PureConnect (discontinued) are from Enterprises (1,001+ employees).
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Watch DemoReviews and Ratings
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December 01, 2021
Genesys PureConnect Review
- Self Service IVR payments
- Replacing a legacy self service system that relied on a mainframe
August 06, 2019
Highly customizable, easy to use, easy to implement.
Score 10 out of 10
Vetted Review
Verified User
- 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.
June 24, 2019
Genesys PureConnect
- 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.
May 07, 2019
PureConnect
- Building new IVRs
- Integrating Chats and emails in with our call flows.
January 07, 2019
Amazing experience with Pure Connect
- implementation of payments in the IVR
- integrate with in-house CRM system
- allow stores to verify their status via IVR
December 05, 2018
Our PureConnect Story
Score 9 out of 10
Vetted Review
Verified User
- 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
October 27, 2018
A stable dialler and telecom solution for over 15 years
- Originally we were looking for a 3rd party secure payment option to get PCI DSS compliant when we found out that there was an integrated solution available.
October 26, 2018
PureConnect - The PBX agnostic contact centre solution.
Score 10 out of 10
Vetted Review
Verified User
- 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.
October 17, 2018
PureConnect Review
Score 9 out of 10
Vetted Review
Verified User
- Passing data to Salesforce to pop customer information upon call delivery.
July 19, 2018
Meets every need
- Database lookups
- Feedback surveys
- Email Routing
- Auto Answer
July 11, 2018
Interaction Center brings a powerful and distributed architecture to communications for the enterprise
- Custom integration with business ERP
- Managed services monitoring remotely of site
- Custom banking applications with speech recognition