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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For the latest information on pricing, visithttps://www.genesys.com/platform/pureco…
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- Free/Freemium Version
- Premium Consulting/Integration Services
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- Competitors
- Tech Details
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- 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Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications.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
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
- Avaya IP Office
- Cisco
- inContact
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.
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).
Comparisons
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Reviews From Top Reviewers
(1-5 of 115)
Rating: 8 out of 10
March 28, 2023
RP
Vetted Review
Verified User
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
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
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
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
CK
Vetted Review
Verified User
6 years of experience
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.