What users are saying about

6sense

5 Ratings

Genesys PureConnect

Top Rated
89 Ratings

6sense

5 Ratings
Score 8.3 out of 101

Genesys PureConnect

Top Rated
89 Ratings
Score 8 out of 101

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Likelihood to Recommend

6sense

6sense is well suited in areas such as creating a campaign for our site. For example, "grill season". It makes it easy to create a campaign to advertise all our grills, best selling [grills] and create certain price updates/categories. It is not as useful on the product campaign, coupon and sales level, but still more useful than platforms we have used in the past.

Genesys PureConnect

I have been working with the PureConnect platform since version 2.2. it has come a long way. I still recommend this over the Avaya's and Cisco's for easy of implementation, administration and training the organization on how to run the platform for themselves. Again with it being an all-in-one solution, the opportunities are endless

Pros

  • Stores and organizes information by product, department, etc., to make it easier for our website to function.
  • Help us track the buyer journey, making it a more enjoyable buying process for them on our website.
  • Help us drive revenue against competitors such as Amazon and Wal-Mart.
  • Pureconnect provides a professional interface for multi media contact with customers
  • PureConnect provides real time and historical data to help manage our contact centers
  • PureConnect provide recording and analysis tools to help evaluate customer contact successes

Cons

  • Some of the terms used are a learning process for our team, but the site is easy to navigate.
  • Although the site is easier to navigate, it has a lot of facets that take time to learn where elements are saved.
  • Though the High availability server pair solution is rock solid high volume email users notice that queued email interactions get re-queued with a new time stamp on switchover

Likelihood to Renew

No score
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Genesys PureConnect9.3
Based on 13 answers
Difficulty of migrating to a new phone system is significant. Also that could result in potenetially higher costs, as well as the need for additional training for a new system. We are not at a point where we are so disappointed with ININ or our vendor support to jump ship yet.

Usability

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Genesys PureConnect8.6
Based on 5 answers
My long history of success with I3 which included custom adhoc reporting, internal customization, over all support received, integration of all aspects of system

Reliability and Availability

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Genesys PureConnect9.0
Based on 3 answers
Built in redundancy features have resulted in zero downtime in my 11 years.

Performance

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Genesys PureConnect8.6
Based on 4 answers
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.

Support

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Genesys PureConnect7.5
Based on 6 answers
The tiered support time is often good (not always quick) about finding the problem, but when it comes to getting a solution, if the problem requires an SCR it can often seem like a lifetime to get your resolution. I understand that this is not something that will only be found with PureConnect, but I have simple bug SCRs that have been sitting approved but unworked for over a year with no sign of implementation.

In-Person Training

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Genesys PureConnect9.0
Based on 3 answers
Staff responded well to trainer and provided excellent post training reviews.

Online Training

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Genesys PureConnect7.8
Based on 3 answers
Those that utilized online training provided excellent post training reviews.

Implementation

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Genesys PureConnect8.6
Based on 5 answers
Having a project manager to ensure everything goes smoothly and in a timely manner is extremely important.

Alternatives Considered

Oracle is not user-friendly. It is outdated and confusing, also makes it hard to enter in and out of certain tabs/areas within the platform. 6sense is more in-depth and has more functional abilities compared to Salesforce.
I've been supporting Cisco UCCX for a little over a year now and I am completely blown away at how terrible it is when placed next to a product like ININ. An I mean on every level, from the support of it, from a business perspective, from every angle UCCX is flaky in comparison. How people so easily drink the Cisco UC cool aid is beyond me.My apologies if that brief Cisco review sounds harsh. Let me clarify that I'm not anti cisco or anything, and in fact I hold many of their certifications.I think call manager is a fairly sound solution for business use and would pair nicely with ININ. Their networking gear is second to none. I would just steer well clear of their contact center solutions and spend your money elsewhere.

Scalability

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Genesys PureConnect8.8
Based on 4 answers
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.

Return on Investment

  • It is easier to monitor our ROI on certain campaigns, departments, subclasses, within our sites.
  • We have less issues with launching campaigns correctly and the site crashing on us while processing and developing these campaigns.
  • The answer to this question depends entirely on what you are currently using as your solution.

Pricing Details

6sense

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

6sense 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