Genesys PureConnect (discontinued)
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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Awards
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Popular Features
View all 22 features- Warm transfer (54)8.484%
- Call tracking (52)8.080%
- Call forwarding (53)7.979%
- Agent dashboard (52)5.555%
Video Reviews
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Pricing
View all pricingEntry-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
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Features
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Product Details
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- Tech Details
- Downloadables
- FAQs
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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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
Genesys PureConnect (discontinued) Videos
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Genesys PureConnect (discontinued) Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows |
Mobile Application | iPad 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.
Reviewers rate Recording highest, with a score of 8.6.
The most common users of Genesys PureConnect (discontinued) are from Enterprises (1,001+ employees).
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Watch DemoReviews and Ratings
(210)
Attribute Ratings
Reviews
(1-13 of 13)- Popular Filters
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December 01, 2021
Genesys PureConnect Review
3
We have one dedicated support person over the infrastructure and environment. We can achieve this because we only use Genesys PureConnect for the contact center engine and all of the telephony endpoints are through other systems (Cisco, Avaya, etc). We also farm out move/add/changes to our agencies themselves as the granular security allows for a lot of administrative flexibility.
August 06, 2019
Highly customizable, easy to use, easy to implement.
Score 10 out of 10
Vetted Review
Verified User
3
In-depth business knowledge of business units and how they function.
We have two highly experienced CIC engineers, one who is a certified Handler developer.
We have a combined experience with the CIC platform of 20+ years
We have one IT person that is capable of setting up users and new phones.
Network engineering with a high degree of QoS knowledge.
We have two highly experienced CIC engineers, one who is a certified Handler developer.
We have a combined experience with the CIC platform of 20+ years
We have one IT person that is capable of setting up users and new phones.
Network engineering with a high degree of QoS knowledge.
June 27, 2019
Improving with Genesys.
1
Certification and background in telecom
June 24, 2019
Genesys PureConnect
3
We have 2 day to day administrators to keep up with adding/removing agents and handle all agent support needs. We have 1 main administrator who ensures the Genesys PureConnect system has zero down time and does all of our development work.
May 07, 2019
PureConnect
2
Currently I sure as the Administrator and items I cannot handle go onto our IT contact or I call the TAC team at Avtex
January 07, 2019
Amazing experience with Pure Connect
50
We have different teams that support Pure Connect. We have our level 1 support that deals with end user issues (login, installation, headset, etc), then we have another team that manage the actual infrastructure (windows updates, backup, recordings, pure connect update, etc). We have another group that deals with workforce management and another one that works on reports from database.
December 05, 2018
Our PureConnect Story
Score 9 out of 10
Vetted Review
Verified User
18
We have divided our team in 2 teams.
1 team will be managing the support (Level 1 and level 2) and the day to day change requests.
1 team will be dealing with all our project (deployment of new agencies, new features, new integrations and new features dailer, workforce management) and the support query of level 3.
October 27, 2018
A stable dialler and telecom solution for over 15 years
1
A trains and certified technician is preferred to support a VAR.
When you’re a direct customer you’re required to have 2 certified FTE engineers and preferred to have 1 certified developer
For dialler a separate certificate is required but this can be one of the engineers.
October 26, 2018
PureConnect - The PBX agnostic contact centre solution.
Score 10 out of 10
Vetted Review
Verified User
4
A portfolio manager, 2 system analysts, and a VoIP/telecom specialist. We need more though, to be able to support ongoing operations and expansion projects.
October 17, 2018
PureConnect Review
Score 9 out of 10
Vetted Review
Verified User
1
Telecom Engineer 2
July 19, 2018
Meets every need
4
Senior and mid-career level telecom proffessionals
July 11, 2018
Interaction Center brings a powerful and distributed architecture to communications for the enterprise
75
programming and PC support, telecom