Our path to the best customer experience
Updated July 17, 2021

Our path to the best customer experience

Ariel Dorfman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureConnect

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.

Pros

  • CRM Integration
  • Audio quality
  • Intelligent Routing
  • Support

Cons

  • Agent and groups Managements
  • Licensing
  • Some PBX functions
  • Reports
  • ROI
  • Improve UX
Genesys PureConnect is well suited for a vast variety of scenarios, but mostly using On-Premise with a roadmap to the Cloud. Also, it is good for interconnecting branch offices to headquarters. From the Contact center perspective, it is well suited for small groups (10 or so) and for big groups (more than 3000 agents), where you can connect different types of lines, E1/T1, SIP, etc.

Genesys PureConnect (discontinued) Feature Ratings

8.5
Agent dashboard
8
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
7
Predictive dialing
8
Interactive voice response
8
REST APIs
9
Call scripts
7
Call tracking
8
Multichannel integration
10
CRM software integration
10
8.3
Inbound call routing
8
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
7
Historical reporting
7
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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