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Genesys PureConnect Reviews

201 Ratings
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Score 8.4 out of 100
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Reviews (1-12 of 12)

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December 05, 2018

Our PureConnect Story

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

Likelihood to Renew

7
We are happy with the product and the fact that development is starting again and new feature are being added.
Read Laurent Pret's full review
July 11, 2018

Interaction Center brings a powerful and distributed architecture to communications for the enterprise

Jason Neton | TrustRadius Reviewer
Jason Neton
Score 9 out of 10
Vetted Review
Reseller
Review Source

Likelihood to Renew

9
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.
Read Jason Neton's full review
January 07, 2019

Amazing experience with Pure Connect

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

Likelihood to Renew

10
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.
Read this authenticated review
September 24, 2018

Genesys PureConnect Review

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

Likelihood to Renew

8
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.
Read this authenticated review
July 19, 2018

Meets every need

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

Likelihood to Renew

10
Read this authenticated review

Genesys PureConnect Scorecard Summary

Likelihood to Recommend (201)
8.4
Likelihood to Renew (12)
8.5
Usability (8)
8.0
Availability (3)
9.1
Performance (3)
8.8
Support Rating (15)
6.6
In-Person Training (4)
8.3
Online Training (3)
8.3
Implementation Rating (14)
6.1
Product Scalability (3)
8.2

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)
7.6
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)
7.3
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)
7.4
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