Genesys PureConnect Reviews

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241 Ratings
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Score 8.3 out of 100

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Reviews (1-9 of 9)

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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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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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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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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Anonymous | TrustRadius Reviewer
September 24, 2018

Genesys PureConnect Review

Score 9 out of 10
Vetted Review
Verified User
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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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Derek Gibson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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My long history of success with I3 which included custom adhoc reporting, internal customization, over all support received, integration of all aspects of system
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Feature Scorecard Summary

Agent dashboard (47)
Validate callers (42)
Outbound response (36)
Call forwarding (48)
Click-to-call (CTC) (38)
Warm transfer (49)
Predictive dialing (31)
Interactive voice response (38)
REST APIs (32)
Call scripts (35)
Call tracking (47)
Multichannel integration (38)
CRM software integration (34)
Inbound call routing (45)
Omnichannel inbound routing (33)
Recording (46)
Quality management (40)
Call analytics (37)
Historical reporting (46)
Live reporting (42)
Customer surveys (30)
Customer interaction analytics (27)

About Genesys PureConnect

The Genesys PureConnect platform is an all-in-one contact center solution that promises a broad and deep set of omnichannel and business communications solutions on a single platform. The vendor aims to offer: simplified all-in-one architecture, flexibility and the highest level of isolation and control available in the cloud. Available both in the cloud and on-premises, PureConnect's goal is to let users replace multiple point solutions with a single application that makes customers and employees happier.

The vendor's main value propositions are:

Do more with less: An all-in-one platform enables users to deliver a better customer experience while greatly simplifying administration, increasing operational performance, and reducing total cost of ownership.

Speed time to value: A single set of broad and deep solutions allows users to turn on new capabilities quickly, when you’re ready, and new functionality is built right into existing interfaces.

Tailor solutions and protect investments: An open, standards-based architecture allows users to customize the application and integrate with any existing systems.

Maximize privacy and control in the cloud: Users get their own instance of the application, the option to go 100% private cloud and the ability to keep voice traffic and recordings at your site. Users can also customize solutions, determine the timing of updates and maintain control over carrier relationships.

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
Does not have featureScreen-share
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

Genesys PureConnect Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows
Mobile Application:iPad Supervisor