Tech Talks: Genesys is enhancing customer experience with call center technology

In order to serve as a trusted advisor to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these vendors. Our Tech Talks blog series offers a snapshot of these educational sessions.

If you are seeking a vendor with comprehensive call center technology that enhances the customer experience, you might want to consider Genesys. This leading communications solution provider offers multiple products for contact centers. Representatives from Genesys recently met with our team of consultants to discuss various products and demo their omnichannel customer-experience platforms.

Provider Overview

Genesys has 25 years of experience creating solutions to better connect employee and customer conversations. Their software powers over 25 billion interactions each year for organizations of all sizes, from small businesses to large Fortune 500 enterprises. Genesys has an impressive resume of clients in various industries, such as insurance, telecommunications, retail, travel and hospitality, utilities, healthcare and government.

Featured Offerings

This technology partner offers an ideal software solution for call center managers who want to build a better relationship with their customers while providing their teams with intuitive, consistent and personalized services. Genesys sells both cloud-based and on-premises software, as well as different solutions to meet the needs of businesses of various sizes.

Genesys PureCloud, PureConnect and PureEngage are unified customer engagement and employee management platforms built for all kinds of businesses to manage the customer journey. These platforms help your organization identify who is contacting you and how to resolve their issues with all the information your team needs at their fingertips in one convenient location.


If you are looking for an enterprise-grade cloud services platform for a mid-sized call center, then PureCloud is a great option for your business. This platform boasts easy integration with existing systems such as Salesforce, Microsoft Dynamics and Zendesk and is built on Amazon Web Services in multiple regions. Customers can choose to chat, SMS, email or call. The platform also securely processes credit card payments and adheres to privacy requirements. PureCloud is HIPAA compliant, PCI DSS-Secure Pause and observes GDPR regulations.


PureConnect is an all-in-one contact center and communication tool offering a hybrid of a cloud and on-premise solution. A PureConnect contact center is a very mature and reliable product solution with strong unified communication capabilities. It integrates with popular workforce management providers for historical and real-time adherence (RTA) data. These providers include:

  • Aspect eWFM
  • Blue Pumpkin/Witness/Verint
  • GMT
  • IEX TotalView

The platform is also HIPAA compliant, PCI DSS – Secure IVR, PCI DSS-Secure Pause and observes GDPR regulations. Deployment options are equal in capability and offer the highest level of isolation, single tenant.


This platform is built for large enterprise and Fortune 500 clients. PureEngage offers the highest level of customization and the most robust engine. It is compliant with HIPAA, GDPR, PCI DSS – Secure IVR,  and PCI DSS – Secure Pause. There are options for hosting the platform in the cloud or on-premise.

In addition to a contact center solution, Genesys offers a unified communication solution (UCaaS) platform cloud-based phone system. The Genesys contact center also has the option to integrate with your existing phone system, whether it’s Avaya, Cisco or another cloud phone system.

Contact our expert consultants for more information about products from Genesys and other vendors. We have an extensive network of partners who offer numerous solution, which helps us serve as a trusted advisor to our clients. Additionally, partnering with us won’t cost you any more going directly to the vendor due to our price parity guarantee.

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