What users are saying about
9 Ratings

Genesys PureConnect

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Top Rated
139 Ratings
9 Ratings
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Score 8.4 out of 101

Genesys PureConnect

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Top Rated
139 Ratings
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Score 8.2 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.
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Genesys PureConnect

It is a good choice for large businesses, or businesses with complex communication requirements, or contact centre specific scenarios. It can be customized and integrated with other systems or complex environments. However, it might not be cost effective for small to medium businesses, or businesses that have only basic phone or contact requirements.
Kristopher Kauth profile photo

Feature Rating Comparison

Contact Center Software

6sense
Genesys PureConnect
7.5
Agent dashboard
6sense
Genesys PureConnect
7.3
Validate callers
6sense
Genesys PureConnect
7.6
Outbound response
6sense
Genesys PureConnect
7.5
Call forwarding
6sense
Genesys PureConnect
7.3
Click-to-call (CTC)
6sense
Genesys PureConnect
7.5
Warm transfer
6sense
Genesys PureConnect
8.3
Predictive dialing
6sense
Genesys PureConnect
7.1
Interactive voice response
6sense
Genesys PureConnect
7.6
REST APIs
6sense
Genesys PureConnect
7.2
Call scripts
6sense
Genesys PureConnect
7.8
Call tracking
6sense
Genesys PureConnect
7.8
Multichannel integration
6sense
Genesys PureConnect
7.5
CRM software integration
6sense
Genesys PureConnect
7.0

Workforce Optimization (WFO)

6sense
Genesys PureConnect
7.7
Inbound call routing
6sense
Genesys PureConnect
8.0
Omnichannel inbound routing
6sense
Genesys PureConnect
8.3
Recording
6sense
Genesys PureConnect
8.3
Quality management
6sense
Genesys PureConnect
7.8
Call analytics
6sense
Genesys PureConnect
7.6
Historical reporting
6sense
Genesys PureConnect
7.3
Live reporting
6sense
Genesys PureConnect
7.4
Customer surveys
6sense
Genesys PureConnect
7.0
Customer interaction analytics
6sense
Genesys PureConnect
7.6

Pros

  • Quality data
  • Timing for updates
  • Excellent support
Laurie Wheeler profile photo
  • 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
Richard Bosnich 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
  • 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
Richard Bosnich profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 17 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

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
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

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
Having a project manager to ensure everything goes smoothly and in a timely manner is extremely important.
Andrew Wooster 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
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

  • 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.
No photo available
  • 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

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