Genesys PureConnect

Genesys PureConnect

About TrustRadius Scoring
Score 8.6 out of 100
Genesys PureConnect

Overview

Recent Reviews

Genesys PureConnect Review

5 out of 10
December 01, 2021
PureConnect is being used for it's contact center engine only in our environment. We have two separate production environments, a fully …
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PureConnect Feedback

8 out of 10
August 19, 2020
We are currently using Genesys PureConnect within several areas of the business. Genesys PureConnect is currently being used to support …
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GENErations SYStemed

9 out of 10
May 19, 2020
I was in a Customer handling role in the last 5 years and it's been a year since I moved to the Administration team, working with Genesys …
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Genesys PureConnect Review

10 out of 10
October 24, 2019
Genesys PureConnect - CIC is used by the whole company. It is our phone system. All calls are routed and answered in the PureConnect …
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Great Customer Connect Product

9 out of 10
September 30, 2019
We have a lot of calls coming from multiple people and Genesys PureConnect really allows us to route it to the right set of people. The …
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Loyal CIC advocate

9 out of 10
September 16, 2019
We use it as a call center solution for our customer. Conduent is a BPO where you can outsource, for example, your customer service
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Awards

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Popular Features

View all 22 features

Warm transfer (54)

8.4
84%

Call forwarding (53)

7.9
79%

Call tracking (52)

7.8
78%

Agent dashboard (52)

6.4
64%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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…

Entry-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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Alternatives Pricing

What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

What is Amazon Connect?

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…

Features Scorecard

Contact Center Software

7.3
73%

Workforce Optimization (WFO)

7.6
76%

Product Details

What is Genesys PureConnect?

Now superseded by the more modern Genesys Cloud CX and Genesys Multicloud CX, 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 to use until 2025, visitors exploring Genesys solutions are encouraged to investigate Genesys Cloud CX and Genesys Multicloud CX, the company's newest evolution of their customer communication solutions.

Genesys PureConnect 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 Screenshots

Genesys PureConnect Videos

EMS, Inc. Harnesses the Cloud to Meet Diverse Client Needs
Yahoo Japan Elevates the Customer Experience with an All-in-one Cloud Engagement Solution

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 TypesOn-premise, SaaS
Operating SystemsWindows
Mobile ApplicationiPad Supervisor

Comparisons

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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 Recording highest, with a score of 8.5.

Who uses Genesys PureConnect?

The most common users of Genesys PureConnect are from Enterprises (1,001+ employees) and the Telecommunications industry.

Reviews

(1-25 of 112)
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Score 5 out of 10
Vetted Review
Verified User
Review Source
**updated as of 12/1/2021**

I can't say that I would generally recommend this platform any longer. Genesys has outsourced their support for the PureConnect application family to a 3rd party that has had significant difficulties in the transition. All of their sales are marketing efforts are geared towards their cloud offerings. They are ending their sale of non-subscription licensing for the platform as of Feb 2022 as well, which is unfortunate as all estimates we have for migrating to their subscription model (even with the licensing bundling they have done) would lead to an increase in the tco of the platform.

If you already have this platform, it's great. If you're shopping around, I think you have better options.
Ariel Dorfman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Genesys PureConnect is well suited for a vast variety of scenarios, but mostly using On-Premise with a roadmap to the Cloud. Also, it is good for interconnecting branch offices to headquarters. From the Contact center perspective, it is well suited for small groups (10 or so) and for big groups (more than 3000 agents), where you can connect different types of lines, E1/T1, SIP, etc.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I like [Genesys] PureConnect because it's stable and highly customizable. I've been able to create new queues and update older ones as the business has needed. Whenever the business comes up with an idea I have been able to find a way to create it for them.
August 19, 2020

PureConnect Feedback

Score 8 out of 10
Vetted Review
Verified User
Review Source
Well suited for call handling and routing to support offsetting calls to back-up workgroups when volumes exceed what was originally predicted. Works very well when integrating an automated IVR too as this offsets the need for call handlers to manage basic inquiries when the Attendant can do this for us.
Micheal McComber | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I have been working with the PureConnect platform since version 2.2. it has come a long way. I still recommend this over the Avaya's and Cisco's for easy of implementation, administration and training the organization on how to run the platform for themselves. Again with it being an all-in-one solution, the opportunities are endless
Score 9 out of 10
Vetted Review
Verified User
Review Source
I think Genesys PureConnect is well suited for the contact center which supports internal support services, and I also feel that we have many more available options to work on, while exploring GCAP I learnt more technical details offered by Genesys. It's always good to take a complete package to explore full fledged features of any application offered by Genesys.
Blake Dunham | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
If you are looking for a solution that is robust and flexible, this one can accomplish those needs. For a small, simple "telephony system," this may be a bit overkill. The integrations are vast. The ability to inject key values into each interaction allows for greater data-mining across other business platforms.
Christopher Kaldenberg | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Pure connect is well suited for small to large companies of few to many departments, requiring a phone engine. It is also suited for large contact centers that provide multi-channel/omni-channel support and services for their partners. For example, an outsourcer with 50 clients can easily handle thousands of phone numbers and routing profiles, all unique to the customer's needs.
Jonathan O'Connor | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
The ability to add or remove workgroups is easily done and PureConnect is well suited to this. Reporting is too erratic - some are fantastic and some are of no use. But to get this report tailored to your needs is an additional cost even though it could be rolled out to all and a massive benefit to all PureConnect users.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Great for centrally managing services on a corporate WAN as compared to PureCloud, which is accessible from any internet based site. Good for faster deployment of contact centre services across lots of different clients as the multi-tenancy capabilities are good and lean to deploy. Great for fine tuning the configurations and integrations with OUR third party applications.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The Genesys PureConnect system gives exceptional call center features. This tool has everything in one place, it is very customizable to meet each specific need. System changes can be pushed along to each agent at the same time, while each person can still make some of their own customized views. The call routing is very powerful and extremely customized. The ivr infrastructure is very good to meet each business need.
Score 9 out of 10
Vetted Review
Verified User
Review Source
As mentioned earlier, we have a lot of incoming requests from multiple verticals and Genesys PureConnect really allows us to handle these in a seamless manner. There are multiple systems internally and this acts as a bridge between them all, hence saving considerable resource time. Not very suitable if you want to use more than just rules-based chat.
Score 10 out of 10
Vetted Review
Verified User
Review Source
CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.

CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Score 5 out of 10
Vetted Review
Verified User
Review Source
I think that PureConnect is well suited for large, focused call centers due to ease of end user use and the general ease of configuration. With small custom organization 500 or less, it does not have the reporting methods needed out of the box and is difficult to create custom.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is very flexible and can be designed for your business' needs. The system can be very data-intense which is great when you are doing collection campaigns and best time to contact strategies based on payment history. It can get very expensive quickly as you customize. Every customization is added to your maintenance which people sometimes overlook. Unless you are developing everything onsite.