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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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Recent Reviews

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
Incentivized
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 …
Continue reading
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Warm transfer (57)
    8.3
    83%
  • Call forwarding (56)
    7.7
    77%
  • Call tracking (55)
    7.7
    77%
  • Agent dashboard (55)
    6.7
    67%
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Pricing

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Genesys PureConnect (discontinued)

Genesys PureConnect (discontinued)

N/A
Unavailable

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 to…

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

Would you like us to let the vendor know that you want pricing?

3 people also want pricing

Alternatives Pricing

Genesys Cloud CX

Genesys Cloud CX

$75
per month
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.

Amazon Connect

Amazon Connect

Free
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…

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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

7.9
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

5.5
Avg 8.3
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Product Details

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

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

Genesys PureConnect (discontinued) 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 (discontinued) Competitors

Genesys PureConnect (discontinued) Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationiPad 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.

Avaya IP Office are common alternatives for Genesys PureConnect (discontinued).

Reviewers rate Multichannel integration highest, with a score of 9.

The most common users of Genesys PureConnect (discontinued) are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(216)

Attribute Ratings

Reviews

(51-75 of 115)
Companies can't remove reviews or game the system. Here's why
February 08, 2019

Mixed Bag

BM
Brandon McHenry
Manager, Customer Service Planning & Analysis
US Airways (Airlines/Aviation, 10,001+ employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Where Genesys shines is when flexibility to make changes is needed. An example that stands out is a significant weather event drove extremely high call volumes into our call centers. On the fly we were able to make routing adjustments which would overflow calls to representatives with availability which provided a much better customer experience.
January 18, 2019

Genesys PureConnect

Kimberly Thomas | TrustRadius Reviewer
Kimberly Thomas
Account Manager
Aetna (Insurance, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend

Hands down, the ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for outbound, email/chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call a different number. We are also able to house all supporting documents within the software, so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PrueConnect as we were maxing out and having a difficult time going up/down in seats. PrueConnect is agile, our previous option was easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PrueConnect through the step-by-step directives. I also really like that there are improvements being made daily to PrueConnect (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product.


January 07, 2019

Amazing experience with Pure Connect

Verified User
Technician in Information Technology
Financial Services Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
One of the features that we use a lot is Dialer. The biggest advantage is the configuration because is well designed and you can change so many settings. For instance we are able to push 50 calls per second when we need too and have room to take inbound calls.
Reports could be one of the weakest points of the system. This is because the "canned" reports work fine but customs are a challenge to create, so we have to relate to a different tool to accomplish it.
December 10, 2018

PureConnect Review as a Gold Partner Support Manager

Guchan Erzorlu | TrustRadius Reviewer
Guchan Erzorlu
Support Manager
Call Center Resources (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
Since PureConnect is all-in-one application, easy of use with various client applications and stable, we can use it all as >= mid customers.

For the customers who has few clients (agents & business users) like <30, we cannot position it since main server license is expensive. Maybe Genesys can create a new mini server license for these kind of customers.

PS: Since internet connection is not as stable as in US or Europe and some government regulations, customers do not want to use PureCloud and look for on-premises solutions like CIC.
December 10, 2018

The Ups and Downs to PureConnect

Verified User
Engineer in Information Technology
Information Technology and Services Company, 51-200 employees
Score 8 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
Genesys PureConnect is well suited for large call centers with the need for automation and managing call center agents. With PureConnect you are able to use the auto attendent to direct incoming calls to the appropriate place. Agents are also able to use a graphical user interface to easily make calls within the company and to external systems without the need for a physical phone. This product is not well suited for smaller business that just need an auto attendant or other simple phone connectivity options.
December 04, 2018

Great contact center "One stop shop" solution from Genesys

Jakob Ingvaldsen | TrustRadius Reviewer
Jakob Ingvaldsen
Project Manager IT, Global Customer Care Center Solutions
Carl Zeiss Vision (Hospital & Health Care, 10,001+ employees)
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Recommend
We are happy with the solution and the functionality. It is well suited for mid to larger contact centers with a demand for a single solution that can cater for all needs within the contact center area. The product development pipeline seems to be well geared for new and upcoming technologies, even if the core product has been in the market for a long period of time. The solution requires skilled key users and administrators and can be costly, especially for smaller teams and organizations that will roll out the solution to distributed sites.
November 21, 2018

PureConnect, a brief history

CP
Colin Pallotta
Voice Specialist III
Portland Community College (Higher Education, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We have worked through most of the initial snags that come with upgrading from PBX. Most of them are process changes that we need to embrace and communicate. In that capacity, it is working well. There is sometimes a frustration knowing how powerful the system can be and not being able to access that power. This is a staff limitation but also, partly, a system limitation. If you have the staff and budget to support some of the preferred customization, it's a great solution.
November 21, 2018

PureConnect from a Trainer's Perspective

Riche Miller | TrustRadius Reviewer
Riche Miller
Business Training Consultant
Adapt Telephony Services, LLC (Telecommunications, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Personally, I feel that PureConnect is better suited in larger organizations. If only 20 people are slated to use it, I don't think that's best. Particularly, if the organization has several floors in a building and/or have multiple locations, PureConnect is perfect for keeping connected.
November 07, 2018

PureConnect does its job well enough, but not exceeding expectations

Verified User
Advisor in Customer Service
Financial Services Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited for mid-size companies that want a simple and easy way to manage call routing/management solutions. Integration with 3rd party CRM and application is available, but it's missing key features, and call logging is questionable. PureConnect is not suited for companies who are looking for the latest features, automation and looking for a fully customisable experience.
October 27, 2018

A stable dialler and telecom solution for over 15 years

Ruud Reinold | TrustRadius Reviewer
Ruud Reinold
Telecom Services Manager
Capquest Group Ltd (Financial Services, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I have not yet come across an area where the product didn't suit our needs other than the analyser and WFM parts. In all other areas we use the product and are looking to extend the integration between the several other products we use or to replace 3rd party features with the integrated ones from the system.
October 26, 2018

PureConnect - The PBX agnostic contact centre solution.

Verified User
Manager in Information Technology
Hospital & Health Care Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Hands down better than the other suites I've worked with in call centres. I prefer the platform agnostic model of application/infrastructure over the vertically integrated suites that force you to migrate your whole organization onto their PBX. I also prefer the concurrent license model. I have a lot of casuals, so having named licenses would cost significantly more. It's also better than machine licenses for Disaster Planning because I can install the agent desktop on training room PC's and Emergency Operations Centre PC's. without additional cost. If agents need to evacuate one call centre, they can easily set up somewhere else.
October 25, 2018

Do not fall asleep, you've got a good product!

Bernard. Questiaux | TrustRadius Reviewer
Bernard. Questiaux
CTO (Chief Technical Officer)
N-ALLO - GDF SUEZ GROUP (Telecommunications, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
One of the most important problems with PureConnect is the extremely conservative pricing model.
For this reason, it's an appropriate solution for recurrent and stable activities.
But once we speak about volatile, specific, creative solutions, we need to look to solutions like Twilio.
October 19, 2018

PureConnect the Globe

Verified User
Analyst in Customer Service
Machinery Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Genesys PureConnect is easy to work with on front and back end, which makes it easy to make changes on a every aspect of a call flow. Also, it gives you the chance to answer an inbound call on any spot on the globe. Cost-wise it's not a system which can be used by smaller companies.
October 17, 2018

All-in-one Customer Experience Solution at it's best!

Verified User
Professional in Information Technology
Utilities Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I believe that the PureConnect system is very well suited for small to medium-sized businesses. It scales well and offers a great set of tools and features to allow most any business to operate call center operations efficiently. Consolidation of systems into a single PureConnect platform offers cost savings while maintaining the features that will help grow your business. I have yet to see where a PureConnect system couldn't help increase functionality and reduce costs.
October 17, 2018

PureConnect Review

Andy Breitsprecher | TrustRadius Reviewer
Andy Breitsprecher
Telecommunications Engineer
Trimble Inc. (Construction, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
We use PureConnect when our standard phone software cannot accommodate a more advanced workflow or provide the level of reporting the managers wish to see.

There have been a few teams that balked at the license cost and sacrificed the features they had been after.
September 27, 2018

Genesys PureConnect - An Engineer's Opinion

David Currier | TrustRadius Reviewer
David Currier
Senior Communications Engineer
Forest Hills Estates, Inc. (Telecommunications, 51-200 employees)
Score 6 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
The contact center is the obvious choice for the best environment for which PureConnect is best suited. If an organization needs the ability to extensively customize the solution to meet their needs or to integrate with other platforms, it shines. But it is not the simplest solution and therefore requires some "care and feeding." An organization that does not have the staff to maintain it and perform first-tier troubleshooting may not be the best fit (unless their solution is hosted). It also isn't the best fit for smaller organizations with simple needs.
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