Genesys Cloud CX - PureConnect Overview

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.

Use Cases

Customers recommend Helpdesk Management, Call Recording, Engagement Management, as the business use cases that they have been most satisfied with while using Genesys Cloud CX - PureConnect.

Other use cases:

  • Conference Call Management
  • Contact List Management
  • Customer Feedback Management
  • Call Analytics
  • Training & Onboarding
  • Workflow Management
  • Forecasting
See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Genesys Cloud CX - PureConnect.

Other priorities:

  • Improve Efficiency
  • Increase Sales & Revenue
  • Improve ROI
  • Improve Internal Communications
  • Scale Best Practices
  • Improve Stakeholder Relations
  • Launch New Products
  • Improve Digital And Social Presence
  • Enter New Markets Internationally Or Locally
See all business priorities See less business priorities

Genesys Cloud CX - PureConnect Use-Cases and Business Priorities: Customer Satisfaction Data

Genesys Cloud CX - PureConnect works with different mediums / channels such as Phone Calls. Offline. Events etc.

Genesys Cloud CX - PureConnect's features include Recording, Alerts: Popups & Notifications, Personalization, etc. and Genesys Cloud CX - PureConnect support capabilities include Phone Support, Email Support, Chat Support, etc. also Genesys Cloud CX - PureConnect analytics capabilities include Analytics, and Custom Reports.

Reviews

"We manage hundreds of agents and hundreds of numbers, yet because of the ease of use of the PureConnect platform, we’re doing that with just one dedicated administrator. It’s really unheard of, and as a result and, it has saved us hundreds of thousa...nds of dollars annually." - Paul Staehlin

Peer review evidence (same sources as the product rating summary)

"...From where we came from in 2009 (old Nortel PBX's), the call center experience has vastly improved...." Peer review by Colin Pallotta, Voice Specialist III, Portland Community College
"...For the most part this suite met all our needs - inbound, outbound, dialer ,call recordings, administration, stats, reports etc...." Peer review by Sam O
"...Interactive Intelligence Customer Interaction Center is well suited for an enterprise phone solution...." Peer review by Justin Corey, System Administrator, Conifer Health Solutions

Genesys Cloud CX - PureConnect, XCALLY, VICIdial, Vocalcom, CallTools, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Genesys Cloud CX - PureConnect

Top Industries

  • Telecommunications
  • Hospital & Health Care
  • Utilities

Popular in

  • Enterprise
  • Mid Market
  • Large Enterprise

Genesys Cloud CX - PureConnect is popular in Telecommunications, Hospital & Health Care, and Utilities and is widely used by Enterprise, Mid Market, and Large Enterprise.

Genesys Cloud CX - PureConnect Customer wins, Customer success stories, Case studies

How efficiently Does Genesys Cloud CX - PureConnect manage your Helpdesk Management?

How efficiently Does Genesys Cloud CX - PureConnect manage your Call Recording?

How can Genesys Cloud CX - PureConnect enhance your Engagement Management process?

How efficiently Does Genesys Cloud CX - PureConnect manage your Conference Call Management?

What Are the key features of Genesys Cloud CX - PureConnect for Contact List Management?

11 buyers and buying teams have used Cuspera to assess how well Genesys Cloud CX - PureConnect solved their Contact Center Software needs. Cuspera uses 2945 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

CUSTOMERS TESTIMONIALS
Genesys Cloud CX - PureConnect testimonial

Paul Staehlin

Director of Operations

EMS
We manage hundreds of agents and hundreds of numbers, yet because of the ease of use of the PureConnect platform, we’re doing that with just one dedicated administrator. It’s really unheard of, and as a result and, it has saved us hundreds of thousands of dollars annually. Testimonial By Paul Staehlin
CUSTOMERS TESTIMONIALS
Genesys Cloud CX - PureConnect testimonial

Paul Staehlin

Director of Operations

EMS
We manage hundreds of agents and hundreds of numbers, yet because of the ease of use of the PureConnect platform, we’re doing that with just one dedicated administrator. It’s really unheard of, and as a result and, it has saved us hundreds of thousands of dollars annually. Testimonial By Paul Staehlin
 

MCN Build - Construction - Medium

MCN Build Deploys Veea's Crowdkeep™ Platform at Sidwell Friends School, Marking Tenth Deployment with Genesys Impact

Washington, D.C., USA

Genesys Impact, a technology integration company, has successfully implemented Veea's Crowdkeep platform for MCN Build at Sidwell Friends School. This marks the tenth deployment by Genesys Impact for... MCN Build, enhancing workforce management and jobsite visibility. The collaboration underscores the role of intelligent construction technology in improving operational efficiency and safety.

Read on →
 

Genesys Reports Strong First Quarter Momentum as Enterprises Scale Agentic Experience Orchestration

Genesys reported strong first-quarter growth for fiscal year 2027, driven by increased enterprise adoption of its AI-powered Genesys Cloud platform. The platform reached $2.8 billion in annual recurr...ing revenue, growing nearly 35% year-over-year. More than 7,000 organizations, including major companies like Panasonic Digital and TELUS Communications, leverage Genesys Cloud to enhance customer experiences and operational efficiency through AI capabilities.

Read on →
 

Genesys International bags NMCG contract for Ganga aerial survey across four states

Genesys International secured a contract from the National Mission for Clean Ganga to conduct an aerial LiDAR survey and geotagged videography along the Ganga River. The project, spanning four Indian... states, aims to enhance river management and pollution monitoring using advanced geospatial technologies.

Read on →
 

Uber - Transportation/Trucking/Railroad - Very Large

San Francisco, USA

Uber uses Genesys Cloud to support 20,000 agents in over 60 countries. The company integrated its own customer care platform with Genesys Cloud. APIs, Google DialogFlow, and bots helped make the inte...gration seamless. Genesys Cloud's scale and API support let Uber create unique experiences for agents, drivers, and customers. The platform also supports VoIP-restricted countries and allows Uber to use its own carrier.

Read more →
 

Alberta Motor Association - Automotive - Medium

Edmonton, Canada

Alberta Motor Association migrated to Genesys Cloud to support 900 agents handling 600,000 calls yearly. The organization uses Genesys workforce engagement management and IVR features. Genesys Cloud'...s flexibility and SaaS model fit AMA's technology roadmap. Genesys Professional Services helped implement the solution and test CRM integrations. AMA benefits from improved support across business units.

Read more →
 

Beneva - Insurance - Large

Quebec City, Canada

Beneva used Genesys Cloud CX to unify its customer touchpoints. The insurance provider wanted a flexible, scalable solution that supports omnichannel service. After switching to Genesys Cloud, Beneva... gained better insight into customer needs and pain points. Employee satisfaction quickly rose, reaching a 94% score. The new platform made it easier for staff to deliver a seamless customer experience.

Read more →

Frequently Asked Questions (FAQ)

What buyers ask before choosing Genesys Cloud CX - PureConnect

What is Genesys Cloud CX - PureConnect?

Genesys PureConnect is a Customer Experience platform providing omnichannel contact centre and communications solutions for cloud and on-premise markets. It unifies communications across the organization, with its all-in-one architecture enabling consolidation of call-center and business communication infrastructures.

Genesys PureConnect features include Call Center software with Email, Chat, Messaging, Chatbots, Voicebots, Integrations and Apps and Automated routing. The Call Center software is built to enable responding to customers in real-time on channels of their choice which includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share and more.

The software enables centralization of emails with the other customer communication channels enabling better response and faster solution to customer problems. Genesys PureConnect integrates seamlessly with the other systems in the business including the CRM systems from Salesforce, Oracle and Microsoft.

What is Genesys Cloud CX - PureConnect used for?

Genesys Cloud CX - PureConnect is a Contact Center Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Call Recording and Engagement Management .

What are the top features of Genesys Cloud CX - PureConnect?

Recording, Alerts: popups & Notifications and Personalization are some of the top features of Genesys Cloud CX - PureConnect.

Who uses Genesys Cloud CX - PureConnect?

Genesys Cloud CX - PureConnect is used by Telecommunications, Hospital & Health Care and Utilities among other industries.

What are Genesys Cloud CX - PureConnect alternatives?

XCALLY, VICIdial, Vocalcom and CallTools are popular alternatives for Genesys Cloud CX - PureConnect.

Where is Genesys Cloud CX - PureConnect located?

Genesys Cloud CX - PureConnect is headquartered at 2001 Junipero Serra BlvdDaly City, CA 94014, USA.
lightning

Peers used Genesys Cloud CX - PureConnect for helpdesk management and call recording

Genesys Cloud CX - PureConnect Competitors

Genesys Cloud CX - PureConnect Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.54/5 ★

Read Reviews (23)
Analytics

4.34/5 ★

Read Reviews (143)
Custom Reports

3.06/5 ★

Read Reviews (379)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.54/5 ★

Read Reviews (23)
Analytics

4.34/5 ★

Read Reviews (143)
Custom Reports

3.06/5 ★

Read Reviews (379)

Software Failure Risk Guidance

?

for Genesys Cloud CX - PureConnect

Overall Risk Meter

Low Medium High

Top Failure Risks for Genesys Cloud CX - PureConnect

Genesys Cloud Services, Inc News

Product

OutboundIQ's Ryan Shatzkamer Releases Open-Source Tool That Builds Genesys Cloud Call Flows From Plain English

OutboundIQ's Ryan Shatzkamer released genesys-mcp, an open-source tool enabling Genesys Cloud administrators to create call flows using plain English. The tool integrates with AI assistants like Claude and ChatGPT, ensuring human approval before publishing. It supports OAuth 2.1 and deploys via a browser setup wizard, enhancing Genesys Cloud's call flow automation capabilities.

Read more →
Product

Genesys Cloud AI: Enterprise Customer Engagement

Genesys has expanded its strategic collaboration with AWS to enhance agentic AI capabilities in its Genesys Cloud platform. This integration includes Amazon Bedrock for advanced AI services and spans 22 AWS regions, supporting over 7,000 organizations. The partnership aims to simplify procurement and accelerate the transition to autonomous customer engagement using AWS's infrastructure.

Read more →
Partnership

Genesys Deepens AWS Collaboration to Accelerate Agentic AI and Global ...

Genesys and AWS have expanded their strategic collaboration to enhance AI-driven orchestration and automation. The partnership aims to accelerate innovation in agentic AI, expand the global reach of Genesys Cloud, and streamline procurement through AWS Marketplace. This collaboration supports over 7,000 organizations, enhancing AI-powered customer engagement and compliance readiness, especially in regulated European markets.

Read more →
M&A

Genesys Acquires Pinkfish to Accelerate the Future of Autonomous ...

Genesys has acquired Pinkfish to enhance its AI-powered customer experience platform, Genesys Cloud. The acquisition aims to integrate Pinkfish's advanced workflow automation and agentic orchestration capabilities, enabling organizations to bridge customer engagement with enterprise execution. This move will help Genesys customers achieve more autonomous and outcome-driven customer experiences by connecting customer intent to business actions across various enterprise systems.

Read more →

Genesys Cloud Services, Inc Profile

Company Name

Genesys Cloud Services, Inc

Company Website

https://www.genesys.com/

Year Founded

1990

HQ Location

2001 Junipero Serra BlvdDaly City, CA 94014, USA

Employees

5001-10000

Social

Facebook Linkedin Twitter

Financials

PRIVATE