What users are saying about

Genesys PureConnect

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Top Rated
149 Ratings
11 Ratings
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Score 7.4 out of 101

Genesys PureConnect

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Top Rated
149 Ratings
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Score 8.2 out of 101

Add comparison

Likelihood to Recommend

8x8 Virtual Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Genesys PureConnect

I have not yet come across an area where the product didn't suit our needs other than the analyser and WFM parts. In all other areas we use the product and are looking to extend the integration between the several other products we use or to replace 3rd party features with the integrated ones from the system.
Ruud Reinold profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.4
Genesys PureConnect
7.4
Agent dashboard
8x8 Virtual Contact Center
8.1
Genesys PureConnect
7.3
Validate callers
8x8 Virtual Contact Center
7.9
Genesys PureConnect
7.6
Outbound response
8x8 Virtual Contact Center
9.2
Genesys PureConnect
7.3
Call forwarding
8x8 Virtual Contact Center
9.0
Genesys PureConnect
7.4
Click-to-call (CTC)
8x8 Virtual Contact Center
8.4
Genesys PureConnect
7.6
Warm transfer
8x8 Virtual Contact Center
8.4
Genesys PureConnect
8.3
Predictive dialing
8x8 Virtual Contact Center
7.3
Genesys PureConnect
7.1
Interactive voice response
8x8 Virtual Contact Center
7.7
Genesys PureConnect
7.5
REST APIs
8x8 Virtual Contact Center
8.2
Genesys PureConnect
7.1
Call scripts
8x8 Virtual Contact Center
9.0
Genesys PureConnect
7.4
Call tracking
8x8 Virtual Contact Center
8.6
Genesys PureConnect
7.7
Multichannel integration
8x8 Virtual Contact Center
9.1
Genesys PureConnect
7.4
CRM software integration
8x8 Virtual Contact Center
8.5
Genesys PureConnect
7.0

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.3
Genesys PureConnect
7.7
Inbound call routing
8x8 Virtual Contact Center
9.6
Genesys PureConnect
8.0
Omnichannel inbound routing
8x8 Virtual Contact Center
9.1
Genesys PureConnect
8.3
Recording
8x8 Virtual Contact Center
8.2
Genesys PureConnect
8.3
Quality management
8x8 Virtual Contact Center
8.8
Genesys PureConnect
7.8
Call analytics
8x8 Virtual Contact Center
8.1
Genesys PureConnect
7.5
Historical reporting
8x8 Virtual Contact Center
7.8
Genesys PureConnect
7.3
Live reporting
8x8 Virtual Contact Center
9.0
Genesys PureConnect
7.5
Customer surveys
8x8 Virtual Contact Center
5.5
Genesys PureConnect
6.9
Customer interaction analytics
8x8 Virtual Contact Center
Genesys PureConnect
7.3

Pros

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman profile photo
  • PureConnect is a true, flexible, all-in-one out-of-the-box solution for your contact center needs
  • With this being a true all-in-one it is a reduced cost of ownership vs other platforms on the market
  • PureConnect seamlessly integrates with several CRM and WFM tools out of the box unlike other platforms on the market you need custom programing to hook in to these offerings
Micheal McComber profile photo

Cons

  • Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.
Michael Furman profile photo
  • Whitepapers, technical documents: there can be a more robust knowledge base with clearer documentation. We have found at time of implementation we hit a wall as the document is missing some items
  • More robust out of the box reporting ( which i feel is coming with some of the webinars we have seen with the new analytics
  • A way to rename users, wokgroups, schedules or other items on the fly. IE once you create something you have to remove it and start again as you can not rename an object in Interaction Administrator
Micheal McComber profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 17 answers
It just works! 14 years of working with the product informs my viewpoint. Sure have had their bumps like any other application, but have seen them respond time and again and have seen the product mature.
Jason Neton 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
Mostly went smoothly with the project team.
Andy Breitsprecher profile photo

Alternatives Considered

We vetted out a variety of companies when we began searching for a new vendor, many of them have the technology that would have fit our needs, but the relationship piece became the focal point for us as a company. We spent a lot of time with the players within 8X8 and developed a relationship that will allow us to feel comfortable that they will be there for us in our times of need. Whether it be a bump in the night or a change that needs some serious attention from their team, we feel that they are partnering in our success.
Michael Furman profile photo
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

  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Michael Furman profile photo
  • Huge cost savings in not having to hire or outsource staff to answer phones 24x7.
  • Our larger call centers use Interaction Optimizer, a workforce management tool that has allowed them to juggle some staff schedules and avoid hiring additional staff by identifying proper staffing levels and times of peak volume.
  • We have a few large customer contracts that require us to meet SLAs. PureConnect allows us to monitor those service levels in real time and avoid missing SLAs which can be costly in the contracts.
Andy Breitsprecher profile photo

Screenshots

8x8 Virtual Contact Center

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