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Overview
Genesys PureConnect is an extensive call center platform that offers comprehensive contact center automation covering voice self-service, omnichannel routing, and workforce optimization. While the platform’s performance can be slow under extensive load, it supports predictive dialing and quality monitoring, enabling efficient performance tracking and customer engagement.
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Starting Price
Custom
Genesys PureConnect Specifications
Interactive Voice Response (IVR)
Call Recording
Call Monitoring
Call Reporting and Analytics
What Is Genesys PureConnect?
Genesys PureConnect is a cloud-based call center platform that manages customer interactions across voice, email, chat, SMS, and social media. It provides robust call routing with multichannel automatic call distribution, ‘IVR’ menus, predictive and blended dialing, and workforce optimization tools. The platform delivers real-time and historical reporting, quality monitoring, and strategic resource planning. It also enables supervisors to monitor performance and customer sentiment while automating critical service processes.
Genesys PureConnect Pricing
Genesys PureConnect pricing varies according to the following plans:
- Genesys Cloud CX 1 Plan: $75/user/month
- Genesys Cloud CX 2 Plan: $115/user/month
- Genesys Cloud CX 3 Plan: $155/user/month
- Genesys Cloud CX 4 Plan: $240/user/month
Disclaimer: The pricing is subject to change.
Genesys PureConnect Integrations
Genesys PureConnect software integrates with a wide range of apps, including:
- Accenture Consulting Services
- Capgemini Services
- Cognizant Consulting
- Deloitte Digital
- IBM
- Infosys Limited
- TATA Communications
Who Is Genesys PureConnect For?
Genesys PureConnect is suitable for the following sectors:
- Automotive
- Banking
- Telecommunications
- Education
- Entertainment
- Food delivery
- Government
Is Genesys PureConnect Right For You?
Genesys PureConnect software is suitable for businesses aiming to centralize contact center operations and streamline both inbound and outbound communications. It delivers intelligent voice routing, speech-enabled self-service, and multichannel engagement to enhance customer experiences. The platform also enables workforce management, quality monitoring, and cross-channel reporting to improve operational efficiency.
Still not sure if Genesys PureConnect is right for you? Contact our customer helpline at (661) 384-7070 for further guidance.
Genesys PureConnect Features
Genesys PureConnect directs customer interactions across voice and digital channels to the best available agent using multichannel intelligent routing. It supports omnichannel queues, so inbound voice, email, SMS, chat, and social interactions are routed consistently.
The software provides inbound routing across multiple channels including voice, web chat, email, SMS and social media, using business rules and agent skills to match customers with the right resource. It enables voice self‑service with ‘IVR’ and built‑in speech recognition to automate menu options.
The system delivers outbound dialing capabilities through modules like ‘Interaction Dialer’, enabling predictive, progressive, preview and manual outbound campaigns for voice, SMS and email. It allows the creation of custom outbound lists and programmable rulesets.
The platform provides end‑to‑end interaction reporting and performance monitoring across all channels, supporting both historical reports and real‑time supervisory views. It enables contact center managers to monitor trends and operational metrics to enhance quality improvement efforts.
