What users are saying about

Genesys PureConnect

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Top Rated
149 Ratings
17 Ratings
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Score 8.3 out of 101

Genesys PureConnect

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Top Rated
149 Ratings
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Score 8.2 out of 101

Add comparison

Likelihood to Recommend

3CX Phone System

The biggest advantage of 3CX is Windows operability. While it makes much more sense to use some flavor of Unix; there are situations where deploying in a Won environment makes sense. Once established, it can later be migrated to an inherently stable Unix environment. There are situations where an organization needs to be compatible with other installs, likely using Asterisk. That would be a strong consideration against 3CX.
Mike McCloskey profile photo

Genesys PureConnect

I have not yet come across an area where the product didn't suit our needs other than the analyser and WFM parts. In all other areas we use the product and are looking to extend the integration between the several other products we use or to replace 3rd party features with the integrated ones from the system.
Ruud Reinold profile photo

Feature Rating Comparison

Contact Center Software

3CX Phone System
Genesys PureConnect
7.4
Agent dashboard
3CX Phone System
Genesys PureConnect
7.3
Validate callers
3CX Phone System
Genesys PureConnect
7.6
Outbound response
3CX Phone System
Genesys PureConnect
7.3
Call forwarding
3CX Phone System
Genesys PureConnect
7.4
Click-to-call (CTC)
3CX Phone System
Genesys PureConnect
7.6
Warm transfer
3CX Phone System
Genesys PureConnect
8.3
Predictive dialing
3CX Phone System
Genesys PureConnect
7.1
Interactive voice response
3CX Phone System
Genesys PureConnect
7.5
REST APIs
3CX Phone System
Genesys PureConnect
7.1
Call scripts
3CX Phone System
Genesys PureConnect
7.4
Call tracking
3CX Phone System
Genesys PureConnect
7.7
Multichannel integration
3CX Phone System
Genesys PureConnect
7.4
CRM software integration
3CX Phone System
Genesys PureConnect
7.0

Workforce Optimization (WFO)

3CX Phone System
Genesys PureConnect
7.7
Inbound call routing
3CX Phone System
Genesys PureConnect
8.0
Omnichannel inbound routing
3CX Phone System
Genesys PureConnect
8.3
Recording
3CX Phone System
Genesys PureConnect
8.3
Quality management
3CX Phone System
Genesys PureConnect
7.8
Call analytics
3CX Phone System
Genesys PureConnect
7.5
Historical reporting
3CX Phone System
Genesys PureConnect
7.3
Live reporting
3CX Phone System
Genesys PureConnect
7.5
Customer surveys
3CX Phone System
Genesys PureConnect
6.9
Customer interaction analytics
3CX Phone System
Genesys PureConnect
7.3

Pros

  • Multi-platform support.
  • Available in free an in value-added tiers.
  • Stable
  • Mature product
Mike McCloskey profile photo
  • Optional features that can be enabled
  • Disaster save using different locations for the PBX servers in a WAN / LAN setup
  • The solution can grow and shrink with the size of the organisation.
  • The solution seemless integrates with our Latitude platform.
  • Secure IVR integration.
Ruud Reinold profile photo

Cons

  • Stability under Windows
Mike McCloskey profile photo
  • Whitepapers, technical documents: there can be a more robust knowledge base with clearer documentation. We have found at time of implementation we hit a wall as the document is missing some items
  • More robust out of the box reporting ( which i feel is coming with some of the webinars we have seen with the new analytics
  • A way to rename users, wokgroups, schedules or other items on the fly. IE once you create something you have to remove it and start again as you can not rename an object in Interaction Administrator
Micheal McComber profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 17 answers
It just works! 14 years of working with the product informs my viewpoint. Sure have had their bumps like any other application, but have seen them respond time and again and have seen the product mature.
Jason Neton profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.0
Based on 9 answers
Easy to use for the most part.
Andy Breitsprecher profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Genesys PureConnect9.1
Based on 4 answers
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Ruud Reinold profile photo

Performance

No score
No answers yet
No answers on this topic
Genesys PureConnect8.8
Based on 5 answers
This is highly dependent on the solution in place, data links between sites and specifications of the underlying databases.

Under specified means poor performance. Correctly or over specified gives a satisfactory performance.
Ruud Reinold profile photo

Support

No score
No answers yet
No answers on this topic
Genesys PureConnect6.3
Based on 10 answers
They have been good at times and bad at times. Over the 5 years, I would say support has been a bit of a roller coaster
Andy Breitsprecher profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Genesys PureConnect8.6
Based on 5 answers
I’ve received on several occasions training from Genesys (and previously Interactive Intelligence). These are high value training courses but their quality is excellent and goes usually beyond the actual training creating long lasting connections between the attendees.
Ruud Reinold profile photo

Online Training

No score
No answers yet
No answers on this topic
Genesys PureConnect8.2
Based on 4 answers
I’ve done a view online courses and the lecturers are very helpful and explain things in different ways if the first example isn’t clear enough. What is helpful to understand things better.
Ruud Reinold profile photo

Implementation

No score
No answers yet
No answers on this topic
Genesys PureConnect7.1
Based on 9 answers
Mostly went smoothly with the project team.
Andy Breitsprecher profile photo

Alternatives Considered

Both are great - 3CX was chosen for its Windows compatibility, The operation has been very straightforward and was easily integrated and maintained. The ability to migrate later to a stable Unix platform is considered a real plus. We have been very pleased with the ease of use and the stability that the 3CX system provides, even on a Windows platform.
Mike McCloskey profile photo
In our perspective these players were no where in the same league as Genesys and yes I recognize that Genesys eventually bought Echopass. The only thing better was that we could get line by line interaction data on any inbound or outbound answered or abandoned interaction.
Christopher Kaldenberg profile photo

Scalability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.3
Based on 5 answers
We continue to successfully scale up to meet new needs that arise, past successes of doing the same and the general success of leveraging technology to work smarter and not harder.
Derek Gibson profile photo

Return on Investment

  • Stable and inexpensive software.
  • uses basic computer equipment.
  • Interfaces with Industry standard VoIP switches.
Mike McCloskey profile photo
  • It checks off many necessities on our list.
  • It is a pain with the random problems.
  • Support can be tedious.
Philip Hudson profile photo

Screenshots

3CX Phone System

Pricing Details

3CX Phone System

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

3CX Phone System More Information

Genesys PureConnect

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Genesys PureConnect More Information