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.

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 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
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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)

"...This allows us to run many call centers with no live people on staff to just answer phones and transfer calls all day...." Peer review by Administrator
"...Call recording allows us to perform quality assurance on our agents to ensure they are handling the customer the best way possible...." Peer review by Andrew Wooster, Senior Developer, Genesco
"...We have chosen the Customer Interaction Center (CIC) to support multimedias inbound/outbound flows in our customer services (20 locations across the globe with 400 agents)...." Peer review by Jérôme PERIER, Group IT Communication Applications Manager, Tarkett

Genesys PureConnect, VICIdial, Vocalcom, Exotel, Bright Pattern, 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

What benefits does Genesys PureConnect offer for Helpdesk Management?

What Are the key features of Genesys PureConnect for Call Recording?

What solutions does Genesys PureConnect provide for Engagement Management?

How efficiently Does Genesys PureConnect manage your Conference Call Management?

How can Genesys PureConnect enhance your Contact List Management process?

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
Genesys 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 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
 

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Genesys Archives - Page 2 of 11

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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?

Genesys 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 PureConnect?

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

Who uses Genesys PureConnect?

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

What are Genesys PureConnect alternatives?

VICIdial, Vocalcom, Exotel and Bright Pattern are popular alternatives for Genesys PureConnect.

Where is Genesys PureConnect located?

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

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

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 PureConnect

Overall Risk Meter

Low Medium High

Top Failure Risks for Genesys PureConnect

Genesys Cloud Services, Inc News

Partnership

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.

Read more →
Partnership

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.

Read more →
Partnership

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.

Read more →
Partnership

Genesys to Deliver Comprehensive Customer Engagement on WhatsApp

Genesys has partnered with Meta to enhance customer engagement on WhatsApp through Genesys Cloud. This integration allows seamless transitions between messaging and voice, supported by AI, to improve customer interactions. The solution, now available globally, supports over 1,000 organizations and manages 420 million messages monthly, offering features like outbound messaging and interactive tools.

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

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Financials

PRIVATE