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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
Read all reviews

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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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 8.3

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

(51-75 of 115)
Companies can't remove reviews or game the system. Here's why
February 08, 2019

Mixed Bag

Score 6 out of 10
Vetted Review
Verified User
Incentivized
Genesys PureConnect is currently being used by multiple departments within the organization after starting out with one department. The platform addresses the need for our organization to be able to communicate will with our customers with our given organizational structure which includes multiple sites in multiple countries as well as a contingent of home based customer service representatives.
January 18, 2019

Genesys PureConnect

Kimberly Thomas | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the preferred contact center solution for Aetna in 2012, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephone platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.

January 15, 2019

PureConnect Review

Philip Hudson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use PureConnect in all our call centers, we have over 298 agents. It is not being used by some of the back office staff and the employees in the branches. It addresses the problems of recording calls, IVR, member identification, etc. We are now looking into adding 3rd party software for voice bio-metrics, automation, and AI IVR.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys PureConnect is the system used across all of our multi-channel contact center operations: Customer Service - Workforce Management - Quality Assurance - Reporting/Analytics & Forecasting - Telephony Platform.
It helps streamline the operations of the contact center.
Kristof Verhenne | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
PureConnect is used by our whole company (800 users) and we've implemented it for another 1000 users outside our company on the same platform. Our challenges are mostly the complexity of the Softphone for end users and the stability of the Interaction Desktop.
Jakob Ingvaldsen | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Genesys PureConnect (formerly CiC CaaS from Interactive Intelligence) was selected as the prefered contact center solution for Carl Zeiss in 2013, after a comprehensive vendor selection process. The solution has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation. Our telephony platform is Skype for Business and PureConnect is used for sites with a need for additional contact center functionality.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
PureConnect is our primary VoIP phone system as well as our call center solution. We are not a very custom solution, considering the amount of users/stations we have and the limited amount of support staff. We do occasionally use services like Dialer, Recorder, etc, but not as often as we'd like. We also actively use Scheduled Reports, Web Client, etc. From where we came from in 2009 (old Nortel PBX's), the call center experience has vastly improved. As we introduce technologies, like web/software clients, to users, we seem to get decent feedback as well.
Riche Miller | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it internally across the organization as it addresses TRUE presence management for our organization. Even through a recent acquisition, our legacy team still relies on Genesys PureConnect to stay in communication with one another.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
PureConnect is used throughout the organization in most departments. It allows us to better serve our customers and improve our customer experiences with IVR menus and routing. We can also train our agents through saved recordings and questionnaires used by our QA team.
Our customer service management team heavily relies on the Interaction Optimizer feature to help forecast, re-forecast, create rotational rosters, plan their days, and track adherence levels.
Ruud Reinold | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I've been working with the Genesys PureConnect product and dialler in our organisation as well previous organisations. Our whole UK organisation is moving toward this platform. We use the dialler integrated with Genesys Latitude for debt collection. The product offers scalability and is feature rich and can benefit our organisation on a wider scale, offering a stable platform.
Score 10 out of 10
Vetted Review
Verified User
We currently have 3 contact centre groups using CIC, with several more in the pipeline. It was an ideal solution as it works seamlessly across our different PBX's and handsets. The concurrent licensing model is ideal for our 24x7 operation which has lots of full-time, part-time and casual staff, as well as being able to install the agent desktop on additional workstations for DR purposes.
Bernard. Questiaux | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are a contact center, so we use internally the solution but we also offer services based on the platform for external customers.
So we have external users of the platform handling various types of interactions and we have a portfolio of automated services running on the platform -- self services on the IVR and Bot on the Chat.
Wong Meng Huei | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
My company is using PureConnect only for contact center requirement like ACD, Recording, and Reporting. So far Customer Service, HR Experience and Finance Experience Team is using PureConnect. Better IVR experience. Calls are recorded for quality purposes and reporting for supervisor reference.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We utilize the PureConnect (CIC) system primarily to manage our inbound and outbound call center transactions. We utilize many of the modules including Attendant, IVR via custom handlers, Recorder, Optimizer, Dialer, Nuance ASR, Nuance TTS, Marquee, & Quality Manager. These modules have allowed us to have a single platform for many interaction types. Recently the system has been growing in popularity in our business with more groups using the outbound functionality.
October 17, 2018

PureConnect Review

Andy Breitsprecher | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Our support and inside sales staff use PureConnect for auto direct calls to the best agent to handle the interaction the first time. We are leveraging PureConnect for calls, chats, and voicemails. We are using integrations with Salesforce and Oracle Service Cloud.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It is used by only two of the call centers out of the company. We had plans on expanding the product to other departments but due to product flaws especially pertaining call recordings we could not expand it to our entire company.
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