Genesys PureConnect Reviews

202 Ratings
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Score 8.2 out of 100

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Reviews (1-25 of 112)

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May 29, 2020
Micheal McComber | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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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
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May 01, 2020
Blake Dunham | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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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.
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August 19, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
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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.
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May 19, 2020
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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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.
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January 22, 2020
Christopher Kaldenberg | TrustRadius Reviewer
Score 7 out of 10
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Verified User
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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.
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November 18, 2019
Jonathan O'Connor | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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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.
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November 18, 2019
Gordon Dalgleish | TrustRadius Reviewer
Score 8 out of 10
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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.
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September 16, 2019
James Tans | TrustRadius Reviewer
Score 9 out of 10
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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.
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October 25, 2019
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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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.
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October 24, 2019
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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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.
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September 30, 2019
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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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.
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August 06, 2019
Shahbaz Chughtai | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
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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.
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August 06, 2019
Jim Barber | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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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.
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July 24, 2019
Kristen Reeves | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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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.
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May 17, 2019
KENICHI ODAIRA | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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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.

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August 27, 2019
Amy Lewis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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Likelihood to Recommend

Genesys is great for contact centers that have fairly basic requirements and/or want an all-in-one kind of solution.
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August 16, 2019
Joseph Potts | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
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Likelihood to Recommend

The solution works well in our Contact Centre environment and in areas where there is direct customer contact.
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July 27, 2019
Ryan Warfield | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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.
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July 27, 2019
Steve Fulkerson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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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.
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July 26, 2019
Bradley Leonard | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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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.
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July 25, 2019
Ariel Dorfman | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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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.
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March 22, 2019
Eric Wittkopp | TrustRadius Reviewer
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.
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July 05, 2019
Anna Niedzwiecka | TrustRadius Reviewer
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.
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June 24, 2019
Andrew Wooster | TrustRadius Reviewer
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.
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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)
7.7
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
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.

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