Genesys PureConnect

Genesys PureConnect

Genesys PureConnect

Overview

Reviews

Genesys PureConnect Review

5
PureConnect is being used for it's contact center engine only in our environment. We have two separate production environments, a fully …
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PureConnect Feedback

8
We are currently using Genesys PureConnect within several areas of the business. Genesys PureConnect is currently being used to support …
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Fanboy for PureConnect

9
We use the PureConnect system to handle a range of needs for the Hospital and its employees. It ranges from pre-registration, insurance …

GENErations SYStemed

9
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 …
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Popular Features

View all 22 features

Warm transfer (54)

8.5
85%

Call forwarding (53)

8.0
80%

Call tracking (52)

7.8
78%

Agent dashboard (52)

6.8
68%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

What is Genesys PureConnect?

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. It remains available, but new users are…

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 (formerly Genesys Cloud)?

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…

Features Scorecard

Contact Center Software

7.6
76%

Workforce Optimization (WFO)

7.6
76%

Product Details

What is 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

  • 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 Screenshots

Genesys PureConnect 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 Downloadables

Genesys PureConnect Integrations

  • Salesforce
  • Oracle
  • Microsoft
  • Cisco
  • Other popular CRM and UC solutions

Genesys PureConnect Competitors

  • Cisco
  • inContact

Genesys PureConnect Technical Details

Deployment TypesOn-premise, SaaS
Operating SystemsWindows
Mobile ApplicationiPad Supervisor

Alternatives

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Frequently Asked Questions

What is Genesys PureConnect?

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. It remains available, but new users are encouraged to investigate Genesys Engage, and Genesys Cloud.

What is Genesys PureConnect's best feature?

Reviewers rate Warm transfer highest, with a score of 8.5.

Who uses Genesys PureConnect?

The most common users of Genesys PureConnect are from Enterprises and the Telecommunications industry.

Reviews

(1-9 of 9)
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Score 5 out of 10
Vetted Review
Verified User
Review Source
The tiered support time is often good (not always quick) about finding the problem, but when it comes to getting a solution, if the problem requires an SCR it can often seem like a lifetime to get your resolution. I understand that this is not something that will only be found with PureConnect, but I have simple bug SCRs that have been sitting approved but unworked for over a year with no sign of implementation.
Score 10 out of 10
Vetted Review
Verified User
Review Source
This really depends if/who your Vendor is or if you purchase directly from Genesys. I would say that whenever I deal with Genesys directly they've always been able to answer my questions and find a resolution to my issues. Unfortunately being on an older version means that answer is usually that you need to spend money to upgrade or move to the cloud.
Ruud Reinold | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We used to have direct support from Interactive Intelligence and was really slow and took a lot of time to update. Then we moved to a Partner model and improved a lot compared with previous experience. After a while we moved to another partner and is working better now. We are looking into a better experience with support on 2019