Overview: Genesys PureConnect and XCALLY as Contact Center Software Category solutions.
Genesys PureConnect and XCALLY are comprehensive contact center solutions tailored for varied customer needs. Genesys PureConnect excels in sales and helpdesk management while supporting diverse communication channels. XCALLY focuses on touchpoint management and is ideal for IT and telecom industries. Genesys PureConnect supports strategic business goals of customer relationship enhancement and efficiency improvements, with extensive vendor support and a broad user segment spread. XCALLY supports efficiency improvements, especially for large enterprises, with strong 24/7 support.
Genesys PureConnect: Genesys PureConnect™ is an all-in-one omnichannel contact center solution for cloud and on-premises markets. It integrates call center software with various communication channels and CRM systems for better customer response.
XCALLY: XCALLY Omnichannel Multichannel Contact Center Software offers a comprehensive solution with features like Dialer, IVR, and Analytics. Realtime support is also provided.
Genesys PureConnect and XCALLY: Best Use cases based on the customer satisfaction data
Key Capabilities Supported
Genesys PureConnect facilitates activities like sales call management, helpdesk management, and call recording, ensuring businesses manage customer interactions effectively across multiple channels. read more →
XCALLY emphasizes touchpoint and channel management, offering helpdesk capabilities and support for customer engagement across diverse communication modes. read more →
Business Goals
Genesys PureConnect aims to enhance customer relationships, acquire new customers, and improve efficiency and communication. It also supports increasing sales and revenue, aligning with the strategic aims of many businesses. read more →
XCALLY primarily focuses on improving operational efficiency, which is vital for businesses looking to streamline their contact center operations and management processes. read more →
Core Features
Genesys PureConnect offers robust features like security and privacy, integration, analytics, and custom reporting, meeting needs for secure data handling and insightful analytics. read more →
XCALLY provides core features such as integrations, custom reports, and efficient data handling, with AI-powered tools and compliance features catering to IT-centric businesses. read more →
Vendor Support
Genesys PureConnect supports a range of customer support methods including 24/7, phone, email, and chat, reflecting strong customer service commitment. read more →
XCALLY offers 24/7 support, with additional chat and limited phone and email support options, focusing on around-the-clock availability for its users. read more →
Segments and Industries
Genesys PureConnect caters to mid-market, enterprise, and even small businesses. It is widely used in telecommunications, healthcare, and utility sectors. read more →
XCALLY is primarily used by large enterprises, especially in information technology and telecommunications, indicating its focus on large-scale operations. read more →
Operational Alignment
Genesys PureConnect integrates smoothly into various operational scales and complexities, offering robust support for diverse environments. read more →
XCALLY is designed to fit large enterprise operations, aligning well with complex IT and telecom environments needing comprehensive management solutions. read more →
Applying your context and needs changes the comparison
Failure Risk Guidance?
Compliance Risk
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Security & Privacy Risk
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Integration Risk
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Migration Risk
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IT and Other Capabilities
- Low
- Medium
- High
Data
Support
Others
Genesys PureConnect in Action: Unique Use Cases
How can Genesys PureConnect enhance your Helpdesk Management process?
What benefits does Genesys PureConnect offer for Engagement Management?
What solutions does Genesys PureConnect provide for Conference Call Management?
Why is Genesys PureConnect the best choice for Contact List Management?
XCALLY in Action: Unique Use Cases
What solutions does XCALLY provide for Touchpoint Management?
Alternatives
News
Latest Genesys PureConnect News
ServiceNow and Genesys announce strategic partnership to elevate customer and employee experiences ChannelBuzz.ca
Genesys and ServiceNow have expanded their strategic partnership to enhance customer and employee experiences through AI-powered solutions. The collaboration introduces Agent2Agent orchestration, enabling AI agents to autonomously manage tasks across platforms. This partnership integrates Genesys Cloud AI with ServiceNow's AI Platform, offering synchronized workflows and intelligent routing. The unified service model aims to simplify AI adoption and improve operational efficiency, with new capabilities expected by early 2026.
Latest XCALLY News
Automating patient notifications: how XCALLY revolutionized appointment management
XCALLY's integration with a leading university hospital in Eastern Europe automated patient appointment notifications, enhancing operational efficiency. The solution included an intelligent call system, real-time integration with existing systems, and a user-friendly interface for patients. This automation freed staff from repetitive tasks, improved slot utilization, and standardized communication, significantly boosting patient and staff satisfaction.
