360 Score: 3.57
For Vendors
  • California, US
  • 1990

Genesys Pureconnect Contact Center Reviews & Details


The analytics platform features voice interface reports, application performance reports, customizable reports and dashboards, funnel analysis, export and share, historical reporting, real-time monitoring and reporting, and on-the-fly accessibility. The customer experience platform enables customer engagement and employee engagement, and optimizes business solutions. Genesys provides 3 platform editions based on the requirement of clients - Premier edition for small contact centers, business edition for medium-sized contact centers, and enterprise edition for large contact centers. Each edition offers a unique set of capabilities and is delivered through different deployment models - cloud, hybrid, and on-premises. The services offered by the company include business consulting professional services, support, and care.


Genesys registers its presence in the contact center analytics market with a number of solutions like (Genesys Pureconnect Contact Center) powered by its customer experience platform - Genesys CX Analytics. It enables contact center executives to gain crucial insights into customer interactions and operational data; and provides detailed reporting of application performance, including call data, voice user interface, agent performance, and Service-Level Agreements (SLAs).

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Evaluated against 209 key buying criteria
  • Delivery - Direct
  • Delivery - Through Partners / Third-Party Vendors
  • Artificial Intelligence
  • Data Extraction and Mining
  • Machine Learning
  • Natural Language Processing (NLP)
  • On-Premise
  • On-Site Support
  • Remote Support
  • Other Technology Used
  • Subscription / Licensing
  • Appication Performance Report
  • Automatic Call Distributor
  • Customer Experience Management
  • Customizable reprts and Dashboards
  • Export and Share
  • Historical Reporting
  • Log Management
  • Real-time monitoring and reporting
  • Risk and Compliance Management
  • Full Time Equivalent
  • Per User Basis
  • Funnel Analysis
  • Managed Services
  • Dedicated Account Manager (DAM)
  • Other Support Services
  • Predictive Analytics
  • Energy and Utilities
  • Manufacturing
  • Media and Entertainment
  • Telecommunication
  • Transportation and Logistics
  • Other End Users
  • Customer Redressal Mechanism/Program
  • Level of Support
  • Channel Supported
  • Delivery
  • Support Services
  • Hosted / On-Cloud
  • Products Offered
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GENESYS AEROSYSTEMS Presence in Contact Center Analytics Solutions
Genesys is an omnichannel customer experience and contact center solution provider with a global presence across various industries. The company has made acquisitions and strategic partnerships to expand and diversify its customer experience analytics solutions, including contact center analytics. The recent initiative in this pursuit was the acquisition of Silver Lining Solutions Ltd., an employee performance optimization software provider and Genesys OEM partner, in February 2017. The acquisition further expanded Genesys’ capabilities to help organizations elevate employee engagement and improve business results related to sales, collections, workforce productivity, and customer satisfaction. The acquisition of Interactive Intelligence, a cloud and on-premises solution provider for customer engagement, communications, and collaboration, in December 2016, enabled Genesys to support customers of any size in all industries. This enabled the company to become a global provider with the broadest portfolio of transformative customer experience solutions available on-cloud and on-premises. The company also leverages from partnerships with corporate giants, such as Accenture, Microsoft, IBM, and Atom bank, to expand its existing customer base and further boost its product portfolio. With its organic growth strategy, Genesys has made progress by introducing new capabilities in its customer experience platform. Further, the company leverages from its existing large network of VARs, cloud partners, technology partners, service partners, and independent consultants.


#1 Product Features and Functionality / Applications
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#4 Solutions Offered / Speech Analytics
#5 Solutions Offered / Cross Channel Analytics


GENESYS AEROSYSTEMS has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Middle East and Africa

  • Niche Quadrant


  • Niche Quadrant