Genesys PureConnect Reviews

201 Ratings
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Score 8.4 out of 100

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Reviews (1-8 of 8)

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January 15, 2021
Mike Sabat | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Usability

9
PureConnect is well suited for organizations who don't want to deploy dozens of servers for a call center. It is very appropriate if you want to be full IP : from the career connexion (SIP trunk) to the phone set. It is less appropriate if your organization is divided into many small teams and you have to manage hundreds of different teams.
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June 24, 2019
Andrew Wooster | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Usability

10
Being able to customize the system to meet our business needs can be done in a number of ways with all the same result, giving us plenty of flexibility.
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October 27, 2018
Ruud Reinold | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Usability

10
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
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December 05, 2018
Laurent Pret | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Usability

7
Nothing much to add here as I said it is easy to use at agent level and we like the all in one platform spirit
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January 07, 2019
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Usability

7
At first, you have to learn the interface, how each interaction works, and how routes within the system.
After some months managing IA I think a new engineer can feel confident for management and a couple of more months to learn Attendant. The biggest help is to have a lab and practice over there before changing.
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October 26, 2018
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Usability

9
the application has been able to meet every operational need. if not exactly as I did things before, then with only a small change to our business processes. 2 years in and my operators still rave about the product. Well, at least the ones who were around when we had the old system.
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September 24, 2018
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Usability

9
From an agent's standpoint, everything within the agent applications is very straightforward and simple. You get a lot of visibility into what you are doing as well as what you have done that other platforms don't seem to offer while not coupling that with cumbersome interfaces or steep learning curves.

From a supervisor's perspective, the amount of visibility you have into the contact center activity is fantastic. It does require some upfront configuration to get the most out of it, but nothing is particular complex or convoluted. The built in help is a key feature for supervisory applications like IC Business Manager and Interaction Administrator.

From an administrative perspective, the platform just works. It's very easy to set up and can be fairly hands off after it is up and running. Some of the log files can be a tad obtuse when trying to find information that should be relatively easy to expose (main example, who changed a user's status or reporting on license usage) that just isn't easy to obtain or there at all, but for the most part administration and setup is easy.

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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.

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