Genesys PureConnect Reviews

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.