Amazing on-premise or hosted solution
December 17, 2021

Amazing on-premise or hosted solution

James Monnier | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureConnect

We used Genesys PureConnect before migrating to Genesys Cloud. On PureConnect we hosted our business telephone system in multiple data centers and handled interactions including voice, callbacks, voicemail, chat and email queuing.
  • Voice calls
  • Live chat
  • Fax queuing
  • Email queuing
  • Ease of use (backend)
  • Skill based routing
  • Bullseye routing
  • Increased answer rate by 25%
  • Quality improvement due to easier real time/historical monitoring
  • Genesys Cloud CX (formerly Genesys Cloud)
We used PureConnect before moving to Cloud CX. The PureConnect had more features and functions at the time we switched, but Cloud CX has been making up ground to compete feature to feature with their on-premise solutions.

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

Yes

Are you happy with Genesys PureConnect's feature set?

Yes

Did Genesys PureConnect live up to sales and marketing promises?

Yes

Did implementation of Genesys PureConnect go as expected?

Yes

Would you buy Genesys PureConnect again?

No

PureConnect is well suited for businesses that need a business interaction suite but are in the office and do not require the flexibility that the hosted cloud solution has to offer.

Genesys PureConnect Feature Ratings

Agent dashboard
7
Validate callers
6
Outbound response
6
Call forwarding
9
Click-to-call (CTC)
7
Warm transfer
10
Predictive dialing
7
Interactive voice response
7
REST APIs
7
Call scripts
7
Call tracking
9
Multichannel integration
7
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
7
Customer interaction analytics
7