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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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Pricing

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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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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 Broadvoice | GoContact?

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

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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 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

5.5
Avg 8.2
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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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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

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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 From Top Reviewers

(1-5 of 115)

Genesys PureConnect, Oh how I shall miss you!

Rating: 8 out of 10
March 28, 2023
RP
Vetted Review
Verified User
Genesys PureConnect (discontinued)
19 years of experience
PureConnect is the heart of our interaction routing, closely integrated with GVP and pretty much EVERYTHING else within the voice part of our world: CRM, WFP, recording, archiving, reporting, and more. It has been a rock-solid part of my day-to-day in moving interactions to the right place, and is one of the few platforms we've been able to consistently rely on.

Amazing on-premise or hosted solution

Rating: 8 out of 10
December 17, 2021
JM
Vetted Review
Verified User
Genesys PureConnect (discontinued)
7 years of experience
We used Genesys PureConnect before migrating to Genesys Cloud. On PureConnect we hosted our business telephone system in multiple data centers and handled interactions including voice, callbacks, voicemail, chat and email queuing.

Our path to the best customer experience

Rating: 10 out of 10
July 17, 2021
AD
Vetted Review
Verified User
Genesys PureConnect (discontinued)
1 year of experience
We, at Universal Assistance, use the PureConnect platform all across the organization. We have deployed to 10 countries all around the LaTam Region. Also the platform gives support for our 4 different Contact Centers, that are in 5 different countries. With PureConnect we solve the client relationship and the way that they get in touch with the company.

Fanboy for PureConnect

Rating: 9 out of 10
May 29, 2020
MM
Vetted Review
Verified User
Genesys PureConnect (discontinued)
15 years of experience
We use the PureConnect system to handle a range of needs for the Hospital and its employees. It ranges from pre-registration, insurance questions, making payments on bills. For the employee side we assist with pay roll issue, benefits questions, leave of absents. We have some self service IVR options where the patient can find out information on their account by following the options. The feedback is overwhelming positive as the patient feels empowered and can address most of their needs without talking to an agent

Full Control with PureConnect

Rating: 7 out of 10
January 22, 2020
PureConnect is our sole contact center engine for the routing of inbound and outbound emails, chats and phone calls. We use it for our call center and for 100% of our business users, inside and outside our organization. The PureConnect platform enables our organization to maintain full control of our contact center while enhancing our product offerings over our competitors.
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