Genesys PureConnect Overview

This is a summary of the comprehensive capabilities and benefits of Genesys PureConnect based on over 2945 insights from peer reviews, customer testimonials, and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.

Genesys PureConnect, NICE CXone, Bright Pattern, QueueMetrics, Twilio Flex, 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.

Do you need to check if Genesys PureConnect is right for your needs? Our Cuspera AI engine can evaluate how Genesys PureConnect fits your specific business needs, industry, and context. Get your personalized assessment report today.

Genesys PureConnect supports business activities such as:

  • Helpdesk Management
  • Call Recording
  • Engagement Management
  • Conference Call Management
  • Contact List Management

Genesys PureConnect can help you with many business goals, such as Enhance Customer Relationships, Acquire Customers, Improve Efficiency, Increase Sales & Revenue, Improve ROI, etc. It can help manage these activities if you use Phone Calls Offline Events etc. for these needs. As a solution, Genesys PureConnect's capabilities include Recording, Alerts: Popups & Notifications, Personalization, etc.

Genesys PureConnect was founded in 1990. Telecommunications Vertical is its biggest customer base.

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

Cuspera Reviews

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.

Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities peers 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
See all business priorities See less business priorities

Use Cases

Peers recommend Helpdesk Management , Call Recording , Engagement Management , as the business use cases that they have been most satisfied while using Genesys PureConnect.

Read Peer Reviews and Expert Experience for Business Use Cases

BUSINESS USE CASES RATINGS CUSTOMER AND EXPERT EXPERIENCES
Helpdesk Management with Phone Calls

4.84/5 ★

Read Reviews (203)

"...Genesys PureConnect is well suited for large call centers with the need for automation and managing call center agents...."
Call Recording with Phone Calls, Offline and E-Mail

4.91/5 ★

Read Reviews (172)

"...We are using multiple capabilities in the system such as TTS, Call Recording, etc...."
Engagement Management with Phone Calls

4.81/5 ★

Read Reviews (94)

"...My organization uses it as our phone system and to deliver interactions to customer service and tech support agents...."
engaging and following up

4.88/5 ★

Read Reviews (45)

"...Genesys PureConnect, is an ideal support tool, to provide all kinds of web solutions, thanks to this tool you can have a closer relationship, thanks to the different features it has, in this way, you can provide different support options, and take clients, a more complete answer to all your needs, we can provide support via email, phone, live chat, and many more options, to give a follow-up, clear and timely in each case, plus this tool, is compatible with other CRM software, which makes it more versatile in every way, another point in favor of this application that I like very much, is the creation of support groups, which allows a multiple solution in more advanced cases, with different opinions, at the same time...."
PEER EXPERIENCES
Helpdesk Management with Phone Calls

4.84/5 ★

Read Reviews (203)

"...Genesys PureConnect is well suited for large call centers with the need for automation and managing call center agents...." Peer review by Engineer in Information Technology
Call Recording with Phone Calls, Offline and E-Mail

4.91/5 ★

Read Reviews (172)

"...We are using multiple capabilities in the system such as TTS, Call Recording, etc...." Peer review by Richard Oberle, Convergence Engineer, Special Order Systems
Engagement Management with Phone Calls

4.81/5 ★

Read Reviews (94)

"...My organization uses it as our phone system and to deliver interactions to customer service and tech support agents...." Peer review by Team Lead in Information Technology
engaging and following up

4.81/5 ★

Read Reviews (45)

39+ more Business Use Cases

Our AI advisor, Wyz, harnessed 2945 insights from peers and experts to help you assess how these Genesys PureConnect use cases fit your Contact Center Software needs.

Customer Testimonials

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
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

COMPANY CASE STUDIES
Case Study EMS

How EMS, Inc. harnesses the cloud to meet diverse client needs

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.

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?

NICE CXone, Bright Pattern, QueueMetrics and Twilio Flex are popular alternatives for Genesys PureConnect.

Where is Genesys PureConnect located?

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

Popular Business Setting

for Genesys PureConnect

Top Industries

  • Telecommunications
  • Hospital & Health Care
  • Utilities

Popular in

  • Enterprise
  • Mid Market
  • Large Enterprise

Peers used Genesys PureConnect to Enhance customer relationships and Acquire customers

Peer and Expert Opinion on Features

for Genesys PureConnect

  • Low
  • Medium
  • High
FEATURES RATINGS AND REVIEWS
Recording

4.85/5 ★

Read Reviews (148)
Alerts: popups & Notifications

4.88/5 ★

Read Reviews (59)
Personalization

4.84/5 ★

Read Reviews (53)
Dashboard

3.20/5 ★

Read Reviews (33)
Gamification

4.91/5 ★

Read Reviews (22)
FEATURES RATINGS AND REVIEWS
Recording

4.85/5 ★

Read Reviews (148)
Alerts: popups & Notifications

4.88/5 ★

Read Reviews (59)
Personalization

4.84/5 ★

Read Reviews (53)
Dashboard

3.20/5 ★

Read Reviews (33)
Gamification

4.91/5 ★

Read Reviews (22)

IT and Other Capabilities

for Genesys PureConnect

  • Low
  • Medium
  • High
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

4.30/5 ★

Read Reviews (197)
Data Import

3.46/5 ★

Read Reviews (417)
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

4.30/5 ★

Read Reviews (197)
Data Import

3.46/5 ★

Read Reviews (417)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Phone Support

4.83/5 ★

Read Reviews (83)
Email Support

4.70/5 ★

Read Reviews (39)
Chat Support

4.66/5 ★

Read Reviews (43)
24/7 Support

3.98/5 ★

Read Reviews (404)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Phone Support

4.83/5 ★

Read Reviews (83)
Email Support

4.70/5 ★

Read Reviews (39)
Chat Support

4.66/5 ★

Read Reviews (43)
24/7 Support

3.98/5 ★

Read Reviews (404)
CAPABILITIES (OTHER) 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 (OTHER) 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

Vendor Profile Details

Company Name

Genesys

Company Website

https://www.genesys.com/

Year Founded

1990

HQ Location

2001 Junipero Serra BlvdDaly City, CA 94014, USA

Employees

5001-10000

Social

Financials

PRIVATE