Stable and Adaptable Contact Center Software
June 15, 2021

Stable and Adaptable Contact Center Software

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureConnect

We use [Genesys] PureConnect on prem for our Contact Centers and Help Desk.


  • Stability
  • Customizable
  • Creates Efficient Contact Centers


  • Continued developer support for old versions.
  • Administrator portal could be organized better.
  • Built in reporting features have lots of issues.
  • It helped us move to WFH easily and efficently.
  • Licensing is expensive.
I've only used two other Contact Center software applications in the past years ago that I can't remember the name of right now. But, I do remember years ago when I start to use [Genesys] PureConnect as a [first] level agent that it was way better than the previous software I had used.

Do you think Genesys PureConnect (discontinued) delivers good value for the price?

Not sure

Are you happy with Genesys PureConnect (discontinued)'s feature set?


Did Genesys PureConnect (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys PureConnect (discontinued) go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys PureConnect (discontinued) again?


Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources.
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.
I like [Genesys] PureConnect because it's stable and highly customizable. I've been able to create new queues and update older ones as the business has needed. Whenever the business comes up with an idea I have been able to find a way to create it for them.

Genesys PureConnect (discontinued) Feature Ratings

Agent dashboard
Validate callers
Call forwarding
Warm transfer
Call tracking


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