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.

Genesys PureConnect Customer wins, Customer success stories, Case studies

How can Genesys PureConnect optimize your Helpdesk Management Workflow?

How does Genesys PureConnect facilitate Call Recording?

What solutions does Genesys PureConnect provide for Engagement Management?

How efficiently Does Genesys PureConnect manage your Conference Call Management?

How efficiently Does Genesys PureConnect manage your 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
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
 

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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Genesys Cloud integration enhances guest experiences at IHG

IHG Hotels & Resorts has selected Genesys Cloud to enhance its global guest booking experience. By deploying the Genesys Cloud platform, IHG aims to deliver more personalized, AI-powered customer int...eractions across its contact centers. This move supports IHGs digital transformation and commitment to improving customer service in the hospitality sector.

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Redefining Hospitality through Innovation: Genesys Cloud Elevates the IHG Guest Experience

Genesys announced that IHG Hotels & Resorts has unified its global call center operations on the Genesys Cloud platform. This deployment leverages AI-powered experience orchestration to enhance guest... services and deliver more personalized hospitality. The solution aims to modernize IHGs customer interactions and elevate the overall guest experience in the hospitality sector.

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City of Clearwater - Government

The City of Clearwater wanted to improve employee morale and customer service. They upgraded to the Genesys Cloud platform. This led to a 108% improvement in call answer rates in two weeks. Abandoned... calls dropped from 53% to 3%. The average speed of answer was 82% faster than nearby providers. Employee turnover fell from 40% to zero. Customer complaints and escalations decreased significantly.

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Aeromexico - Airline

Aeromexico used the Genesys Cloud platform to improve its contact center. They gained visibility into customer interactions and better workforce management. This led to a 55% higher Net Promoter Scor...e, 20% reduction in agent turnover, and 40% savings in telecommunications costs. The airline also saw a 75% reduction in call abandonment and a 13% increase in first-contact resolution.

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Benify - Human Resources

Benify improved its employee benefits service using the Genesys Cloud platform and Salesforce integration. The integration was set up in four hours, saving $1.65 million in total costs. It reduced ti...me to resolution by 20% and errors by 23%. Receipt processing efficiency improved by 30%, and total cost of ownership decreased by 17%.

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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?

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

Product

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.

Read more →
Awards

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.

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Partnership

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.

Read more →
Product

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.

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

Facebook Linkedin Twitter

Financials

PRIVATE