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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%

Reviewer Pros & Cons

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Pricing

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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

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3 people also want pricing

Alternatives Pricing

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…

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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 8.4

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

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

(1-13 of 13)
Companies can't remove reviews or game the system. Here's why
Score 5 out of 10
Vetted Review
Verified User
Incentivized
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.
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.

Ruud Reinold | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
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