We used Genesys PureConnect before migrating to Genesys Cloud. On PureConnect we hosted our business telephone system in multiple data …
PureConnect is being used for it's contact center engine only in our environment. We have two separate production environments, a fully …
We, at Universal Assistance, use the PureConnect platform all across the organization. We have deployed to 10 countries all around the …
We use [Genesys] PureConnect on prem for our Contact Centers and Help Desk.
We are currently using Genesys PureConnect within several areas of the business. Genesys PureConnect is currently being used to support …
We use the PureConnect system to handle a range of needs for the Hospital and its employees. It ranges from pre-registration, insurance …
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 …
We are using PureConnect as the hub of our connectivity with our students. It serves as our phone system, as well as our contact center …
PureConnect is our sole contact center engine for the routing of inbound and outbound emails, chats and phone calls. We use it for our …
Our organisation is using PureConnect across the whole business. We currently track calls and emails but looking at the capability to …
We are an outsourcer and use PureConnect predominantly for the voice channel for our contracted contact centre services.
We utilize Pure Connect in our contact centers and have taken advantage of its multi-channel routing functionality. We have a large …
Genesys PureConnect - CIC is used by the whole company. It is our phone system. All calls are routed and answered in the PureConnect …
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 …
We use it as a call center solution for our customer. Conduent is a BPO where you can outsource, for example, your customer service
Warm transfer (54)
Call forwarding (53)
Call tracking (52)
Agent dashboard (52)
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Now superseded by the more modern Genesys Cloud CX and Genesys Multicloud CX, the Genesys PureConnect platform was an all-in-one contact center solution for omnichannel and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.
- 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
- 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
- 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
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
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|Deployment Types||On-premise, SaaS|
|Mobile Application||iPad Supervisor|
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.
Reviewers rate Recording highest, with a score of 8.5.
The most common users of Genesys PureConnect are from Enterprises (1,001+ employees) and the Telecommunications industry.
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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.
The ability to customize the system and the support offered.
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.
We are happy with the product and the fact that development is starting again and new feature are being added.
We are satisfied with the platform as a whole and not looking to replace.
We are committed to the platform for the foreseeable future. We have upgrades, new channels, and new business units on our roadmap.
We are likely to move to PureCloud to eliminate MPLS and onsite servers from our organization.
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.