What users are saying about
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Top Rated
233 Ratings
24 Ratings
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Score 8.7 out of 101

Genesys PureConnect

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Top Rated
233 Ratings
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Score 8.3 out of 101

Likelihood to Recommend

3CX Phone System

The 3CX system is a well-thought out phone system with many features and options. The plan pricing is very affordable and flexible depending on your business needs. However, the key to having a solid, well-performing system with 3CX is the quality of your Internet connection. You may want to discuss your Internet connection type and speeds with a 3CX reseller before deciding on a 3CX system.
No photo available

Genesys PureConnect

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Jim Barber profile photo

Feature Rating Comparison

Contact Center Software

3CX Phone System
Genesys PureConnect
7.7
Agent dashboard
3CX Phone System
Genesys PureConnect
7.4
Validate callers
3CX Phone System
Genesys PureConnect
8.2
Outbound response
3CX Phone System
Genesys PureConnect
7.5
Call forwarding
3CX Phone System
Genesys PureConnect
8.1
Click-to-call (CTC)
3CX Phone System
Genesys PureConnect
7.6
Warm transfer
3CX Phone System
Genesys PureConnect
8.7
Predictive dialing
3CX Phone System
Genesys PureConnect
7.3
Interactive voice response
3CX Phone System
Genesys PureConnect
7.8
REST APIs
3CX Phone System
Genesys PureConnect
7.2
Call scripts
3CX Phone System
Genesys PureConnect
7.6
Call tracking
3CX Phone System
Genesys PureConnect
7.4
Multichannel integration
3CX Phone System
Genesys PureConnect
7.7
CRM software integration
3CX Phone System
Genesys PureConnect
7.2

Workforce Optimization (WFO)

3CX Phone System
Genesys PureConnect
7.5
Inbound call routing
3CX Phone System
Genesys PureConnect
8.0
Omnichannel inbound routing
3CX Phone System
Genesys PureConnect
8.1
Recording
3CX Phone System
Genesys PureConnect
8.1
Quality management
3CX Phone System
Genesys PureConnect
7.7
Call analytics
3CX Phone System
Genesys PureConnect
7.3
Historical reporting
3CX Phone System
Genesys PureConnect
6.9
Live reporting
3CX Phone System
Genesys PureConnect
7.1
Customer surveys
3CX Phone System
Genesys PureConnect
7.1
Customer interaction analytics
3CX Phone System
Genesys PureConnect
6.8

Pros

3CX Phone System

  • Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
  • Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
  • Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.
No photo available

Genesys PureConnect

  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
Shahbaz Chughtai profile photo

Cons

3CX Phone System

  • Mobile app is a bit dull to look at. Could be more modern looking
  • Softphone functionalty is ok, but not great
No photo available

Genesys PureConnect

  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
Kristen Reeves profile photo

Likelihood to Renew

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.2
Based on 19 answers
I have had hands on experience with Interactive Intelligence since 1997 when they introduced their 1.0 Release of CIC. Since that time the platform has gone through three additional software releases that included the leap from a "boarded" TDM hardware solution to a fully SIP compliant VoIP software solution that has added additional applications along the way such as fully integrated Workforce Management, Process Automation and Real-Time Speech Analytics
David Saidel profile photo

Usability

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 7.8
Based on 9 answers
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Ruud Reinold profile photo

Reliability and Availability

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 4 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson profile photo

Performance

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
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

3CX Phone System

3CX Phone System 8.0
Based on 1 answer
I didn't have to use support personally but I have talked to the administrators of the system and they confirm that any issue is dealt with quickly. As we haven't had big issues I can't talk about priority 1 incidents which require immediate attention, but normal issues are answered fairly quickly and accurately.
No photo available

Genesys PureConnect

Genesys PureConnect 6.0
Based on 10 answers
Tier 1 support is typically provided by the channel partner that a customer buys the Interactive Intelligence software from, unless the software is purchased directly from Interactive Intelligence. As such, the level of support can vary from reseller to reseller. I suggest that a buyer thoroughly check with several of the reseller's existing customers to determine how they rate the support provided by that particular reseller. Buying directly from Interactive Intelligence requires that two of a customer's staff go through a series of course on how to install and
troubleshoot the software. The customer's support staff should have experience with Windows servers and some knowledge of VoIP telephony. This is not required if you buy through a reseller.
David Saidel profile photo

In-Person Training

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.6
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

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
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

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 6.8
Based on 9 answers
You have to be sure that you choose the right reseller & vendor who can work seemles as one team.
Ruud Reinold profile photo

Alternatives Considered

3CX Phone System

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

Genesys PureConnect

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

3CX Phone System

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 5 answers
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
David Saidel profile photo

Return on Investment

3CX Phone System

  • 3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
  • As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.
Artur Bittencourt profile photo

Genesys PureConnect

  • The product always improves efficiency in call centers due to the strong ACD capabilities and reporting the product offers.
  • Call center features like callbacks and surveys help ROI in a big way for call centers
  • Unified messaging with fax, VM coming all into one's inbox are huge for impact on business users.
  • Information management of contact lists, integration into outlook is great for efficiency.
  • Workforce management applications like Optimizer help organizations schedule, manage and report on teams
  • Dialer is an application used by many financial institutions for collections and other needs. A specialty product on the suite that gets lots of play.
Jason Neton profile photo

Pricing Details

3CX Phone System

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Genesys PureConnect

General

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

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