Genesys PureConnect Reviews & Pricing

by Genesys Telecommunications | 1990, Daly City, CA

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Overview Benefits Reviews Features

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What is Genesys PureConnect?

Industry Specialties: Serves all industries

Genesys PureConnect is an omnichannel communications solution. It simplifies communication through business-specific customization and the integration of external data, guaranteeing consistent customer experiences. Some of its notable features are automated routing, automatic call distribution, inbound contact center, outbound call center and customer self-service.

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User Sentiment

Based on 488 reviews:

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Genesys PureConnect Benefits and Insights

Why use Genesys PureConnect?

Key differentiators & advantages of Genesys PureConnect

Employ Cross-Channel Support: Respond in real time via live chat, web and social media channels. Blend automation and human resources to improve customer experience.
Offer Personalized Experiences: Adapt to business demands and customer preferences through advanced features and comprehensive capabilities, such as AI, automation, ACD and IVR.
Collaborate Effectively: Enhance employee productivity through a centralized interface for both internal and external responsibilities.
Modernize Security: Protect data regardless of location with attack defense automation, external penetration testing and TLS/AES-256 encryption.

Industry Expertise

Caters to all small to medium-sized businesses offering customer support. Especially useful for businesses in the airline, health care, software and hospitality industries.

Genesys PureConnect Reviews

Average customer reviews & user sentiment summary for Genesys PureConnect:

488 reviews

84%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Genesys PureConnect reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Customization: According to 100% of users referencing this aspect, the product is highly flexible and supports significant customization to tailor workflows to business needs.
Simple Installation: According to 95% of reviews about this process, the configuration and installation process is easy and quick.
Integration: 89% of users said that the product integrates well with several WFM and CRM tools.

Cons

Reporting: According to 45% of reviews about this feature, the product lacks out-of-box reporting, so larger companies will require additional apps to analyze data.

Researcher's Summary:

Genesys Pureconnect is a flexible, easily tailored omnichannel engagement platform that is simple to administer and can be deployed rapidly. Based on reviews, users can easily access the platform from anywhere and on any device. Easy installation was another positive quality.

Users appreciated the fact that the product is flexible and easily customizable, though some reported struggling with the complexity of certain aspects. Some users also complained about the inadequate reporting system, which does not provide information quickly or in an organized manner. In short, small and mid-size businesses across industries searching for a communications solution can benefit from this product.

Key Features

Automatic Routing: Improve customer experience by routing callers to the most appropriate agent every time.
Call Center: Allow customers to connect with agents 24/7 through any channel, including SMS, calls, emails and live chat.
Co-Browse and Screen Share: Directly observe the most common problems customers encounter, discuss in real time and teach them to resolve issues.
Self-Service: Provide accessible resources to customers to help them resolve commonly asked questions.
Email: Eliminate the chances of escalating interactions to voice channels with automated and accurate email responses. Route emails to the most suitable representatives. Gain insight into real-time and past performances through embedded reporting capabilities to quickly adapt to meet customers’ needs.
Inbound Contact Center: Sort and search through categorized calls to extract the needed conversation.
Interactive Voice Response: Personalize customer experiences by using AI to determine customer intent and route calls appropriately.
Chat And Messaging: Message customers and prospects in real time to solve issues faster. Touch base with customers via convenient channels that allow asynchronous responses.
Outbound Call Center: Build customer relationships with personalized, contextual and timely communications across any channel. Drive positive experiences with customers by meeting them on the platforms they already use.
Chatbot: Save time and effort by programming a bot to answer everyday questions, so staff can attend to more difficult and complex issues.
Customer Management: Use customer data to guide new interactions. Reach out to customers at the right time and with the right message.
Digital Sales and Services Automation: Get access to automation and self-service for better customer experience across channels.
Predictive Web Engagements: Observe website activity, proactively engage with potential prospects and customers and predict visitor outcomes through the reporting and analytics dashboard. Design chatbots, content offer and agent-assisted chat to automatically guide visitors to the next steps.
Voicebots: Build bots with natural language understanding (NLU) to cater to customers from all regions across the world.
Integrations: Add new functionality and connect critical systems to call center software.
Workforce Engagement: Gamify internal responsibilities to train and engage staff. Use AI-powered resource management tools to plan, structure and monitor workflow.
Reporting and Analytics: Get a comprehensive view of all call center activities and see an in-depth look at what agents and customers are saying. Analyze and find patterns to enhance customer experiences.