Genesys PureConnect
Last Updated
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.
Genesys PureConnect Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting and Analytics
Genesys PureConnect Features
Automatic Call Distribution
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.
Inbound
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.
Outbound
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.
Analytics And Reporting
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.
Pros And Cons of Genesys PureConnect
Pros
Provides unified multichannel routing
Delivers ‘IVR’ and built-in speech recognition
Supports predictive and blended dialing
Offers real-time dashboards
Cons
Updates may slow down implementation time
Extensive capabilities may initially overwhelm users
Genesys PureConnect Reviews
Total 1 reviews
5
All reviews are from verified customers
Rating Distribution
5
Stars100%
4
Stars0%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Banking, N/A employees
Less than a year
“solid platform”
Pros
One of the biggest advantages is that it never boxes you in. If there's something you want to extend beyond the built-in platform capabilities, you can tap into the full Platform SDK which opens the door to almost anything, including complete AI integration. Contact centers are a perfect fit for AI and this really gives you the freedom to pursue it without getting in the way. That flexibility, along with the strength of the platform and its SDK, is a huge differentiator compared to competing products.
Cons
Every product has room to improve and that's true here as well. That said, over the past ten years, whenever there was an area where this platform could do better, they genuinely seemed to take the feedback seriously and build it out. Because of that, I really don't have any lasting issues to call out that weren't eventually addressed.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
9
Functionality
9
Frequently Asked Questions
What other apps does Genesys PureConnect integrate with?
Genesys PureConnect software integrates with a wide range of apps including Accenture Consulting Services, Capgemini Services, Cognizant Consulting, Deloitte Digital, IBM, Infosys Limited, and TATA Communications.
What types of pricing plans does Genesys PureConnect offer?
The vendor offers customized pricing plans according to different business needs. It offers a Genesys Cloud CX 1 Plan at $75/user/month, a Genesys Cloud CX 2 Plan at $115/user/month, Genesys Cloud CX 3 Plan at $155/user/month, and a Genesys Cloud CX 4 Plan at $240/user/month. Get a customized Genesys PureConnect cost breakdown for your business today.
Who are the typical users of Genesys PureConnect?
The typical users of Genesys PureConnect include sectors like automotive, banking, telecommunications, education, entertainment, food delivery, government, and more.
Does Genesys PureConnect offer an API?
Yes, Genesys PureConnect does offer an API.
What language does Genesys PureConnect support?
Genesys PureConnect software supports English, Spanish, Portuguese, French, German, and Korean.
What level of support does Genesys PureConnect offer?
Genesys PureConnect offers support through a knowledge base.
Does Genesys PureConnect have a mobile app?
No, Genesys PureConnect does not offer a mobile app.