What users are saying about

6sense

7 Ratings

Genesys PureConnect<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

Top Rated
127 Ratings

6sense

7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.4 out of 101

Genesys PureConnect<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

Top Rated
127 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101

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Likelihood to Recommend

6sense

This is an excellent tool; no hesitation to recommend to others.
Laurie Wheeler profile photo

Genesys PureConnect

We are happy with the solution and the functionality. It is well suited for mid to larger contact centers with a demand for a single solution that can cater for all needs within the contact center area. The product development pipeline seems to be well geared for new and upcoming technologies, even if the core product has been in the market for a long period of time. The solution requires skilled key users and administrators and can be costly, especially for smaller teams and organizations that will roll out the solution to distributed sites.
Jakob Ingvaldsen profile photo

Feature Rating Comparison

Contact Center Software

6sense
Genesys PureConnect
7.6
Agent dashboard
6sense
Genesys PureConnect
6.8
Validate callers
6sense
Genesys PureConnect
7.7
Outbound response
6sense
Genesys PureConnect
7.4
Call forwarding
6sense
Genesys PureConnect
7.8
Click-to-call (CTC)
6sense
Genesys PureConnect
7.4
Warm transfer
6sense
Genesys PureConnect
8.2
Predictive dialing
6sense
Genesys PureConnect
7.8
Interactive voice response
6sense
Genesys PureConnect
7.5
REST APIs
6sense
Genesys PureConnect
7.7
Call scripts
6sense
Genesys PureConnect
7.9
Call tracking
6sense
Genesys PureConnect
7.9
Multichannel integration
6sense
Genesys PureConnect
7.4
CRM software integration
6sense
Genesys PureConnect
7.8

Workforce Optimization (WFO)

6sense
Genesys PureConnect
7.7
Inbound call routing
6sense
Genesys PureConnect
7.9
Omnichannel inbound routing
6sense
Genesys PureConnect
8.6
Recording
6sense
Genesys PureConnect
8.3
Quality management
6sense
Genesys PureConnect
7.7
Call analytics
6sense
Genesys PureConnect
8.2
Historical reporting
6sense
Genesys PureConnect
7.3
Live reporting
6sense
Genesys PureConnect
7.3
Customer surveys
6sense
Genesys PureConnect
6.9
Customer interaction analytics
6sense
Genesys PureConnect
7.3

Pros

  • Quality data
  • Timing for updates
  • Excellent support
Laurie Wheeler profile photo
  • We wanted a "one stop shop" provider that can provide all CCC features needed in one solution with minimum of "add-ons'.
  • We needed a solution that could integrate with multiple telephony environments & separation of contact center and telephony investments and roll-outs.
  • Partnership with Microsoft for UC, including joint product roadmaps and tight product integration – Hassle free upgrades.
  • Recognized by trusted industry experts (Gartner, Frost & Sullivan etc.).
Jakob Ingvaldsen profile photo

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.
No photo available
  • Customization. There is a real gap between what is included and manageable with the product (with intermediate exposure) and what forces detailed handler changes. Many companies include conversion programs that make some of this easier.
  • Sample configurations (templates) that could be explored and easily implemented as potential add-on/solutions.
  • A more user friendly recorder interface.
Colin Pallotta profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 17 answers
We are likely to move to PureCloud to eliminate MPLS and onsite servers from our organization.
Andy Breitsprecher 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
Have used the product for 11 plus years, since version 2.2 and cannot remember a time when I have been disappointed.
Derek Gibson profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Genesys PureConnect9.1
Based on 4 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
be sure to involve members from all parties that would be involved in implementation from day one
Derek Gibson profile photo

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.
No photo available
They don't stack up in feature set, quality, or reliability.
Andy Breitsprecher 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

  • Revenue growth
  • More productive employees
Laurie Wheeler 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

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