Genesys 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 PureConnect.
Business Priorities
Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Genesys PureConnect.
Genesys PureConnect Use-Cases and Business Priorities: Customer Satisfaction Data
Genesys PureConnect works with different mediums / channels such as Phone Calls. Offline. Events etc.
Genesys PureConnect's features include Recording, Alerts: Popups & Notifications, Personalization, etc. and Genesys PureConnect support capabilities include Phone Support, Email Support, Chat Support, etc. also Genesys 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
Genesys 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 PureConnect
Top Industries
- Telecommunications
- Hospital & Health Care
- Utilities
Popular in
- Enterprise
- Mid Market
- Large Enterprise
Genesys PureConnect is popular in Telecommunications, Hospital & Health Care, and Utilities and is widely used by Enterprise, Mid Market, and Large Enterprise.
Comprehensive Insights on Genesys PureConnect Use Cases
What benefits does Genesys PureConnect offer for Helpdesk Management?
How can Genesys PureConnect enhance your Call Recording process?
How efficiently Does Genesys PureConnect manage your Engagement Management?
How does Genesys PureConnect address your Conference Call Management Challenges?
What makes Genesys PureConnect ideal for Contact List Management?
63 buyers and buying teams have used Cuspera to assess how well Genesys 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.
Customer Testimonials
| CUSTOMERS | TESTIMONIALS |
|---|---|
|
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 |
|---|---|
|
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 |
Case Studies
CASE STUDY The Salvation Army Australia
CASE STUDY Vodafone Germany
CASE STUDY UNITEC
CASE STUDY Western Governors University
CASE STUDY Telefoonaanname.nl
CASE STUDY Westpac NZ
Frequently Asked Questions(FAQ)
for Genesys PureConnect
What is Genesys 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 PureConnect used for?
What are the top features of Genesys PureConnect?
Who uses Genesys PureConnect?
What are Genesys PureConnect alternatives?
Where is Genesys PureConnect located?
Peers used Genesys PureConnect for helpdesk management and call recording
Genesys PureConnect Competitors
Genesys PureConnect Features
- Low
- Medium
- High
| FEATURE | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (23) |
| Analytics | Read Reviews (143) |
| Custom Reports | Read Reviews (379) |
| CAPABILITIES | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (23) |
| Analytics | Read Reviews (143) |
| Custom Reports | Read Reviews (379) |
Software Failure Risk Guidance
?for Genesys PureConnect
Overall Risk Meter
Top Failure Risks for Genesys PureConnect
Genesys Cloud Services, Inc News
YU-GI-OH! TCG Announces New Genesys Format
Konami has introduced a new format for the Yu-Gi-Oh! Trading Card Game called Genesys. This format excludes Pendulum and Link Monsters and uses a point system for deck construction, with a standard cap of 100 points. Konami plans to support Genesys at upcoming events and potentially expand it to Master Duel. This format aims to simplify gameplay for new players and offer fresh opportunities for casual duelists.
Genesys Named a "Best-Led Company" by Glassdoor
Genesys has been recognized as one of Glassdoor's Best-Led Companies of 2025, highlighting its strong leadership and commitment to a workplace culture of trust, collaboration, and transparency. This accolade is based on employee feedback regarding CEO approval, senior management ratings, and overall leadership sentiment.
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.
Gartner's 2025 Magic Quadrant for Contact Center as a Service (CCaaS) Report Released Again, NiCE and Genesys Lead the Way
Gartner released its 2025 Magic Quadrant for Contact Center as a Service (CCaaS), highlighting NiCE and Genesys as leaders. The report evaluates vendors based on platform depth, global implementation, and customer feedback. AWS, Five9, and Talkdesk also feature as leaders, with notable mentions of their AI capabilities and market adaptability. Content Guru emerged as a challenger, showcasing significant market influence.
Genesys Cloud Services, Inc Profile
HQ Location
2001 Junipero Serra BlvdDaly City, CA 94014, USA
Employees
5001-10000
Social
Financials
PRIVATE
