1. Home
  2. Contact Center Software
  3. Genesys PureConnect Reviews

Genesys PureConnect Reviews

202 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100
Top Rated

Do you work for this company? Learn how we help vendors

TrustRadius Top Rated for 2020
Show Filters

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Filtered By:

Reviews (1-25 of 112)

Companies can't remove reviews or game the system. Here's why.
May 29, 2020

Fanboy for PureConnect

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

Likelihood to Recommend

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
Read Micheal McComber's full review
May 01, 2020

A highly customizable platform that can integrate with many applications

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

Likelihood to Recommend

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.
Read Blake Dunham's full review
August 19, 2020

PureConnect Feedback

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

Likelihood to Recommend

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.
Read this authenticated review
May 19, 2020

GENErations SYStemed

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

Likelihood to Recommend

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.
Read this authenticated review
January 22, 2020

Full Control with PureConnect

Christopher Kaldenberg | TrustRadius Reviewer
Christopher Kaldenberg
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
Read Christopher Kaldenberg's full review
November 18, 2019

PureConnect - Worth connecting to this!

Jonathan O'Connor | TrustRadius Reviewer
Jonathan O'Connor
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
Read Jonathan O'Connor's full review
November 18, 2019

Top level view rather than deep dive

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

Likelihood to Recommend

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.
Read Gordon Dalgleish's full review
September 16, 2019

Loyal CIC advocate

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

Likelihood to Recommend

Its well suited in Enterprise organizations where customer service is highly attended to. It is not so suitable for emergency rooms where 100% availability is a must and cherry-picking is needed.
Read James Tans's full review
October 25, 2019

I highly recommend PureConnect for your contact center solution

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

Likelihood to Recommend

Pure Connect is the perfect phone system for any SM/MD/Large contact center. It's more than a standard PBX: It has a ton of built-in applications to help you achieve your business goals.
Read this authenticated review
October 24, 2019

Genesys PureConnect Review

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

Likelihood to Recommend

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.
Read this authenticated review
September 30, 2019

Great Customer Connect Product

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

Likelihood to Recommend

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.
Read this authenticated review
August 06, 2019

Genesys, All Software, One Vendor

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

Likelihood to Recommend

PureConnect is well suited in Microsoft Environments (where other systems are also Windows-based) and large organizations. It's less suited for small startups or small companies as it is way expensive.
Read Shahbaz Chughtai's full review
August 06, 2019

Highly customizable, easy to use, easy to implement.

Jim Barber | TrustRadius Reviewer
Jim Barber
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

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.
Read Jim Barber's full review
July 24, 2019

Your employees can spend less time routing communications and more time working!

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

Likelihood to Recommend

PureConnect is capable of appropriately handling and/or routing high-capacity calls, emails, and messages. Therefore, it is most well-suited for a business that has a lot of communications traffic. I do not believe it would be very beneficial or cost-effective for a small business who only handles or receives a few calls or emails each day.
Read Kristen Reeves's full review
May 17, 2019

Points of the decision to introduce PureConnect and the mechanism realized

KENICHI ODAIRA | TrustRadius Reviewer
KENICHI ODAIRA
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

PureConnect Cloud is very suitable for companies that can not spend resources on system operation because of the small number of people in the information systems department, as in our company. Also, suitable for a company that requires some degree of system customization at the time of introduction. As long as our company uses it, there is no scenario that is not particularly suitable.

Read KENICHI ODAIRA's full review
August 27, 2019

Great on the surface

Amy Lewis | TrustRadius Reviewer
Amy Lewis
Score 9 out of 10
Vetted Review
Reseller
Review Source

Likelihood to Recommend

Genesys is great for contact centers that have fairly basic requirements and/or want an all-in-one kind of solution.
Read Amy Lewis's full review
August 16, 2019

Basic Review

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

Likelihood to Recommend

The solution works well in our Contact Centre environment and in areas where there is direct customer contact.
Read Joseph Potts's full review
July 27, 2019

PureConnect for the win!

Ryan Warfield | TrustRadius Reviewer
Ryan Warfield
Score 9 out of 10
Vetted Review
Reseller
Review Source

Likelihood to Recommend

I believe that PureConnect is well suited for organizations that have a need for Contact Center functionality. While it has a great PBX, if the need is only for a PBX, it is not always financially well suited.
Read Ryan Warfield's full review
July 27, 2019

Flexible PureConnect for Call Centers

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

Likelihood to Recommend

PureConnect is a great solution for call centers. It properly routes calls with its proprietary ACD call routing. Routing based on skill, pay, time available, etc.—it all factors in.
Read Steve Fulkerson's full review
July 26, 2019

Genesys Takes You To The Next Level!

Bradley Leonard | TrustRadius Reviewer
Bradley Leonard
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

I think Genesys Pureconnect is the way to go if you have a call center, big or small. The strides they're taking with AI and predictive routing are very impressive and can really help the agent/customer experience in a big way. It's nice to know that calls are going to the people that need to take them and we can decrease the time on the phone.
Read Bradley Leonard's full review
July 25, 2019

Our path to the best customer experience

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

Likelihood to Recommend

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.
Read Ariel Dorfman's full review
March 22, 2019

Why Choosing Genesys PureConnect was the Best Decision we Made in 2018

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

Likelihood to Recommend

I think PureConnect is best suited for an organization that is looking to improve CSAT and reduce expense. It may not be the best choice for smaller companies that don't have a lot of communications traffic.
Read Eric Wittkopp's full review
July 05, 2019

The real life saving solution!

Anna Niedzwiecka | TrustRadius Reviewer
Anna Niedzwiecka
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

For our company, this product has worked very well and it makes less work for our agents I think it's a perfect solution for all companies which have a large number of agents and business in different countries.
Read Anna Niedzwiecka's full review
June 24, 2019

Genesys PureConnect

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

Likelihood to Recommend

Genesys PureConnect provides excellent ACD routing of customer calls. The Interaction Process Automation feature has improved our business processes and streamlined the work necessary to complete all tasks. The ability to write custom handlers has allowed us to automate business processes and increase our agents efficiency. The broad out of the box functionality of Attendant, has allowed us to improve the routing of customer calls to the best suited agents.
Read Andrew Wooster's full review

Genesys PureConnect Scorecard Summary

Likelihood to Recommend (202)
8.2
Likelihood to Renew (12)
8.5
Usability (8)
8.0
Availability (6)
9.1
Performance (6)
8.8
Support Rating (15)
6.7
In-Person Training (4)
8.3
Online Training (3)
8.3
Implementation Rating (21)
6.1
Product Scalability (3)
8.2

Feature Scorecard Summary

Contact Center Software
7.7
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)
7.7
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)
7.4
Workforce Optimization (WFO)
7.6
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)
7.2
Customer surveys (32)
7.5
Customer interaction analytics (27)
7.1

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