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
Peer review evidence (same sources as the product rating summary)
"...It is currently used in the Call Center for call routing, workforce management, and quality assurance...." Peer review by Manager in Other
"...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
"...It allows us to manage customer interactions throughout our organisation...." Peer review by Joseph Potts, Systems and Resource Manager, The HEINEKEN Company
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.
Genesys PureConnect Customer wins, Customer success stories, Case studies
How efficiently Does Genesys PureConnect manage your Helpdesk Management?
How can Genesys PureConnect optimize your Call Recording Workflow?
Why is Genesys PureConnect the best choice for Engagement Management?
Why is Genesys PureConnect the best choice for Conference Call Management?
Why is Genesys PureConnect the best choice 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.
| 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 |
Genesys Reports Strong First Quarter Momentum as Enterprises Scale Agentic Experience Orchestration
Frequently Asked Questions (FAQ)
What buyers ask before choosing 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
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.
Genesys & Meta Expand AI Customer Engagement on WhatsApp
Genesys and Meta have expanded their partnership to enhance AI-powered customer engagement on WhatsApp. This collaboration allows organizations using Genesys Cloud to integrate voice, messaging, and AI services within WhatsApp, enabling seamless transitions between messaging and voice interactions. The integration aims to improve customer experiences by providing personalized and efficient communication solutions. Over 1,000 organizations are already leveraging this combined capability, supporting 420 million messages monthly.
Genesys Partners With Meta To Bring AI-Powered Customer Engagement To ...
Genesys and Meta have formed a partnership to enhance customer engagement through AI-powered solutions. This collaboration aims to integrate advanced AI capabilities into customer service platforms, leveraging Meta's technology to improve user interactions and experiences.
GenesysMeta Tie-Up Powers Seamless, AI-Driven Customer Engagement on WhatsApp
Genesys has expanded its partnership with Meta to enhance customer engagement on WhatsApp through its Genesys Cloud platform. This collaboration integrates messaging, voice, and AI, allowing seamless transitions between communication modes without leaving WhatsApp. The unified platform aims to improve customer experience, operational efficiency, and engagement for over 1,000 organizations globally, supporting 420 million messages monthly.
Genesys Cloud Services, Inc Profile
HQ Location
2001 Junipero Serra BlvdDaly City, CA 94014, USA
Employees
5001-10000
Social
Financials
PRIVATE
