Genesys PureConnect: adaptable, well-supported, omnichannel communication
July 12, 2018

Genesys PureConnect: adaptable, well-supported, omnichannel communication

Leah Jakaitis | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Genesys PureConnect is used by a number of clients serviced by the agency. It provides a holistic customer service / experience platform. The business problem Genesys PureConnect addresses is that of the optimal customer experience: it consolidates customer communication and contact into one platform, and streamlines the providing of customer service to a variety of users and clients, across multiple communication channels. PureConnect provides a variety of contact methods for the customer, and through this omnichannel approach, tries to create the best user experience possible.
  • Reporting and analytics: extensive data capturing, which - in turn - can help drive insights into customer use, satisfaction, and optimization strategy.
  • Genesys PureConnect's integrations with other platforms (including CRM systems) is excellent.
  • Extensive documentation is available on the platform's use, development, and integration requirements.
  • I'd love to see improvements in process automation - to make the interaction process more streamlined or intuitive to setup.
  • Integrations with new and emerging technologies: a lot of the big platforms are available for integration, but more rapid development to stay abreast of different communication platforms would be great.
  • Scalability! PureConnect is great for mid-large size companies, but having an iteration readily implemented onto a small business (
PureConnect is well-suited for mid and large-size companies that are looking to enhance their omnichannel communication: it is easily customizable and can be tailored to fit whatever the needs may be for outreach and molding the customer experience. Its integrations make it suitable for a variety of platforms (we primarily use it for Salesforce - a must!).

Customer service is excellent and provides rapid insight/fixes to problems: responsiveness is a huge win for Genesys.