Genesys PureConnect

Genesys PureConnect

About TrustRadius Scoring
Score 8.6 out of 100
Genesys PureConnect


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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TrustRadius Award Top Rated 2020
TrustRadius Award Top Rated 2019
TrustRadius Award Top Rated 2018

Popular Features

View all 22 features

Warm transfer (54)


Call forwarding (53)


Call tracking (52)


Agent dashboard (52)


Reviewer Pros & Cons

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Video Reviews

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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, visit…


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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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


Workforce Optimization (WFO)


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


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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.


(1-12 of 12)
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Score 5 out of 10
Vetted Review
Verified User
Review Source
The products and platforms are stable and development seems to be headed in a clear and consistent direction at this point. The reason this is an 8 out of 10 instead of a 10 out of 10 is the account management turmoil. A revolving door of account management, being forced off of Genesys to a partner for purchasing and a rather rocky transition from the web portal to Genesys branded offerings.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
Jason Neton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source
It just works! 14 years of working with the product informs my viewpoint. Sure have had their bumps like any other application, but have seen them respond time and again and have seen the product mature.