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
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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)

"...PureConnect is well suited for organizations who don't want to deploy dozens of servers for a call center...." Peer review by Lionel Florence, Responsable Centre de Contacts & Directeur de Projets Telecoms, HELPLINE
"...No need to stand up a bunch of extra infrastructure to get features such as reporting, call recording, agent score cards, etc...." Peer review by David Barilla, VoIP Engineer, Open Technology Solutions
"...Genesys PureConnect has a predictive dialer that integrates with your customer interaction software, boosts your outbound dialing and lets you do far more than load and dial. ..." How do you increase agent efficiency by up to 60%?

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 does Genesys Cloud CX - PureConnect facilitate Helpdesk Management?

How can Genesys Cloud CX - PureConnect optimize your Call Recording Workflow?

How does Genesys Cloud CX - PureConnect facilitate Engagement Management?

Why is Genesys Cloud CX - PureConnect the best choice for Conference Call Management?

What benefits does Genesys Cloud CX - PureConnect offer 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
 

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.

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Genesys Archives - Page 2 of 11

Coca-Cola Bottlers' Sales and Services is improving its customer experience by implementing the Genesys Cloud platform to enhance business interactions.

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ERGO in the Baltics - Insurance - Large

Tallinn, Estonia

Genesys Cloud helped ERGO in the Baltics unify customer and employee experience across Estonia, Latvia, and Lithuania. The company consolidated multiple service tools into one platform, improving omn...ichannel engagement and visibility into customer journeys. Employees now manage all customer interactions through a single interface, leading to faster, more personalized service. ERGO earned top customer service awards in Estonia and Latvia, and improved sales and operational performance. The platform also simplified IT management and enabled ongoing innovation.

Read more →

Vodafone Oman - Telecommunications - Large

Muscat, Oman

Vodafone Oman used Genesys Cloud CX to transform its contact center. The company shifted 70% of customer interactions to digital channels. It launched new telesales programs and improved WhatsApp sup...port. Vodafone Oman achieved a sales conversion rate of over 15%. It now holds the top NPS in the Oman telecom market. Automated workforce management helped optimize staffing and reduce costs.

Read more →

Stefanini - Information Technology And Services - Large

São Paulo, Brazil

Stefanini used Genesys Cloud CX to simplify its contact center operations. The company eliminated hundreds of servers and virtual machines. This reduced infrastructure costs and improved agility. Ste...fanini now has better agent experiences and faster quality management. The unified platform supports smarter, data-driven customer outcomes.

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

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 autonomous customer engagement. This partnership aims to broaden the global availability of the Genesys Cloud platform, integrate advanced AI services like Amazon Bedrock, and simplify global procurement through AWS Marketplace. The collaboration supports over 7,000 organizations and 2 million users, emphasizing innovation and compliance in regulated industries.

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 →
Executive

Genesys Chief Product Officer Olivier Jouve to Retire and Join Board of ...

Genesys announced the retirement of Chief Product Officer Olivier Jouve, who will join the Board of Managers. Glenn Nethercutt is promoted to Executive Vice President and CTO, while Mike Szilagyi becomes General Manager, SVP, Head of Product. These changes are part of a planned leadership transition to advance Genesys' AI strategy.

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