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

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

How does Genesys PureConnect address your Helpdesk Management Challenges?

How does Genesys PureConnect address your Call Recording Challenges?

What solutions does Genesys PureConnect provide for Engagement Management?

How does Genesys PureConnect address your Conference Call Management Challenges?

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

39+ more Business Use Cases

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
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

Case Studies

Insurance

CASE STUDY Tokio Marine Management Australasia

Genesys Cloud CX helped Tokio Marine Management Australasia improve customer experience. The company used leading cloud technology to deliver better service. The solution enabled seamless and persona...lized support for their customers. This led to a superior customer experience. The case highlights the benefits of using Genesys for insurance companies.

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Retail

CASE STUDY Conrad Electronic

Genesys Cloud CX helped Conrad Electronic move to the cloud for better customer service. The company wanted to give each customer a more personal experience. Genesys Cloud CX made it easy to connect ...with customers on many channels. Conrad Electronic can now deliver personalized support at scale. The solution helps them serve customers faster and more efficiently.

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CASE STUDY Universal Assistance

Genesys helped Universal Assistance improve how it helps travelers. The company used Genesys solutions to make customer interactions better. This change made it easier for travelers to get help when ...they needed it most. Universal Assistance now gives faster and more personal support to its customers.

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Banking

CASE STUDY Banco Solidario

Genesys Cloud helped Banco Solidario move its customer service to the cloud. The bank wanted to digitalize its customer support. With Genesys Cloud, Banco Solidario improved its service and embraced ...digital channels. The solution made customer interactions easier and more efficient. The bank now delivers better experiences for its customers.

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Sports

CASE STUDY Brighton and Hove Albion Football Club

Genesys Cloud helped Brighton and Hove Albion Football Club build closer bonds with their fans. The club used Genesys Cloud to deliver personalized experiences at scale. This solution improved their ...contact center operations. The club now connects better with supporters. They use AI-powered tools for customer engagement. The result is stronger relationships with their community.

Read more →
Health, Wellness and Fitness

CASE STUDY Carestream Dental

Genesys Cloud EX helped Carestream Dental improve workforce engagement. The company used the solution to drive employee efficiency in their contact center. Genesys Cloud EX provided tools to manage a...nd motivate staff. This led to better employee experiences. The platform made it easier for Carestream Dental to support their team and improve service quality.

Read more →

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?

XCALLY, VICIdial, Vocalcom and CallTools 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 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

EXL and Genesys collaborate to transform customer experiences with AI-driven insights and intelligent orchestration

EXL and Genesys have partnered to enhance customer experiences using AI-driven insights and intelligent orchestration. This collaboration integrates EXL's data and AI capabilities with the Genesys Cloud platform, enabling enterprises to leverage real-time customer insights for improved engagement and business outcomes. The joint offering targets industries such as insurance, banking, healthcare, and retail, aiming to boost customer satisfaction and operational efficiency.

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Product

AI-Powered Contact Center as a Service Vendors Battle for Market Share in 2025

Genesys, along with NICE and Amazon Connect, leads the Contact Center as a Service (CCaaS) market in seat count, driven by AI innovations. A recent market report highlights these vendors as top performers due to their AI-enhanced platforms, which boost revenue per seat and support scalable CX modernization. The report emphasizes the strategic role of AI in transforming contact centers from cost centers to experience hubs.

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Customer

Arkan Powers DHLs Genesys Cloud CX Rollout Across the Middle East in Collaboration with British Telecom

DHL Express has expanded its deployment of the Genesys Cloud CX platform across Kuwait, Qatar, and Jordan, integrating local PSTN lines using Arkan Genesys Cloud Connect. Managed globally by British Telecom, this rollout supports DHLs regional digital transformation. The solution leverages Arkans SBCaaS for secure, compliant, high-quality voice integration with Genesys Cloud CX in complex Middle Eastern markets.

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Product

Introducing Genesys Cloud AI Studio: Empowering Businesses with Responsible, Agentic AI for Transformational Customer Experiences - Business Wire

Genesys has launched Genesys Cloud AI Studio, a centralized platform for building and managing AI-powered customer experience solutions. The first feature, Genesys Cloud AI Guides, lets businesses create no-code virtual agents capable of handling complex, multi-step interactions and initiating enterprise workflows. The platform emphasizes responsible, agentic AI and aims to streamline deployment of advanced customer engagement 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