Genesys PureConnect Reviews

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Score 8.3 out of 100

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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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Scalability

8
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
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Feature Scorecard Summary

Agent dashboard (47)
7.3
Validate callers (41)
8.1
Outbound response (36)
7.6
Call forwarding (48)
8.1
Click-to-call (CTC) (38)
7.7
Warm transfer (49)
8.7
Predictive dialing (32)
7.5
Interactive voice response (38)
8.0
REST APIs (32)
7.3
Call scripts (34)
7.5
Call tracking (47)
7.3
Multichannel integration (38)
7.8
CRM software integration (33)
7.2
Inbound call routing (45)
8.1
Omnichannel inbound routing (33)
8.0
Recording (46)
8.1
Quality management (40)
7.8
Call analytics (37)
7.3
Historical reporting (46)
6.9
Live reporting (42)
7.1
Customer surveys (30)
7.2
Customer interaction analytics (26)
6.9

About 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
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 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