What users are saying about

Genesys PureConnect

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Top Rated
137 Ratings
6 Ratings
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Score 7.7 out of 101

Genesys PureConnect

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Top Rated
137 Ratings
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Score 8.1 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

Genesys PureConnect

I have experience using most of the main competitors of Interactive Intelligence including Avaya, Aspect, Cisco and Nortel and Interactive Intelligence is superior across the board, without question
Derek Gibson profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Genesys PureConnect
7.5
Agent dashboard
8x8 Virtual Contact Center
8.0
Genesys PureConnect
7.2
Validate callers
8x8 Virtual Contact Center
9.0
Genesys PureConnect
7.7
Outbound response
8x8 Virtual Contact Center
10.0
Genesys PureConnect
7.3
Call forwarding
8x8 Virtual Contact Center
10.0
Genesys PureConnect
7.3
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Genesys PureConnect
7.6
Warm transfer
8x8 Virtual Contact Center
9.0
Genesys PureConnect
8.3
Predictive dialing
8x8 Virtual Contact Center
8.0
Genesys PureConnect
7.0
Interactive voice response
8x8 Virtual Contact Center
8.0
Genesys PureConnect
7.4
Call scripts
8x8 Virtual Contact Center
9.0
Genesys PureConnect
7.8
Call tracking
8x8 Virtual Contact Center
9.0
Genesys PureConnect
7.9
REST APIs
8x8 Virtual Contact Center
Genesys PureConnect
7.2
Multichannel integration
8x8 Virtual Contact Center
Genesys PureConnect
7.7
CRM software integration
8x8 Virtual Contact Center
Genesys PureConnect
7.0

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Genesys PureConnect
7.7
Inbound call routing
8x8 Virtual Contact Center
10.0
Genesys PureConnect
7.9
Recording
8x8 Virtual Contact Center
9.0
Genesys PureConnect
8.4
Quality management
8x8 Virtual Contact Center
9.0
Genesys PureConnect
7.9
Call analytics
8x8 Virtual Contact Center
8.0
Genesys PureConnect
7.5
Historical reporting
8x8 Virtual Contact Center
7.5
Genesys PureConnect
7.4
Live reporting
8x8 Virtual Contact Center
9.0
Genesys PureConnect
7.3
Omnichannel inbound routing
8x8 Virtual Contact Center
Genesys PureConnect
8.2
Customer surveys
8x8 Virtual Contact Center
Genesys PureConnect
7.1
Customer interaction analytics
8x8 Virtual Contact Center
Genesys PureConnect
7.3

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • Open - easy to integrate with other applications of the applicative landscape
  • Scalable
  • Reliable
Bernard. Questiaux profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • The IVR build has been hard for the rest of the business to follow. If they don't have a technical background they find the interface hard to follow and use.
  • Upgrade waiting times are too long and always getting pushed back. A better way to handle these would be good.
Kara Reynolds profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 17 answers
The ability to customize the system and the support offered.
Andrew Wooster profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.0
Based on 9 answers
Being able to customize the system to meet our business needs can be done in a number of ways with all the same result, giving us plenty of flexibility.
Andrew Wooster 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
Mostly went smoothly with the project team.
Andy Breitsprecher profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
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.
David Barilla 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

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • The answer to this question depends entirely on what you are currently using as your solution.
David Barilla profile photo

Pricing Details

8x8 Virtual Contact Center

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

8x8 Virtual Contact Center 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