Genesys PureConnect

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Top Rated
137 Ratings
13 Ratings
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Score 7.5 out of 101

Genesys PureConnect

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Top Rated
137 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.1 out of 101

Add comparison

Likelihood to Recommend

8x8 Virtual Office Enterprise Suite

Some of the best scenarios are working remotely. It really allows you to get everything you need out of an office phone right from your computer/cell without any need for hardware. It's not great when you've already plugged in a dialer of some sort, or software like Outreach.io that has some overlap in features (click to dial, especially).
No photo available

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

Cloud PBX

8x8 Virtual Office Enterprise Suite
8.4
Genesys PureConnect
Hosted PBX
8x8 Virtual Office Enterprise Suite
8.0
Genesys PureConnect
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office Enterprise Suite
8.0
Genesys PureConnect
User templates
8x8 Virtual Office Enterprise Suite
7.0
Genesys PureConnect
Call reports
8x8 Virtual Office Enterprise Suite
9.0
Genesys PureConnect
Directory of employee names
8x8 Virtual Office Enterprise Suite
10.0
Genesys PureConnect

Call Management

8x8 Virtual Office Enterprise Suite
8.4
Genesys PureConnect
Answering rules
8x8 Virtual Office Enterprise Suite
6.0
Genesys PureConnect
Call recording
8x8 Virtual Office Enterprise Suite
7.0
Genesys PureConnect
Call park
8x8 Virtual Office Enterprise Suite
9.0
Genesys PureConnect
Call screening
8x8 Virtual Office Enterprise Suite
10.0
Genesys PureConnect
Message alerts
8x8 Virtual Office Enterprise Suite
10.0
Genesys PureConnect

Contact Center Software

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

Workforce Optimization (WFO)

8x8 Virtual Office Enterprise Suite
Genesys PureConnect
7.7
Inbound call routing
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
7.9
Omnichannel inbound routing
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
8.2
Recording
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
8.4
Quality management
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
7.9
Call analytics
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
7.5
Historical reporting
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
7.4
Live reporting
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
7.3
Customer surveys
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
7.1
Customer interaction analytics
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
7.3

Pros

  • Managing VM
  • Caller ID
  • Virtual TXT
No photo available
  • Simplicity to implement a IVR
  • Easy to deploy
Lionel Florence profile photo

Cons

  • Integration with Insidesales/Salesforce/Outreach/etc.
  • RAM usage could be lower
  • Cross platform?
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
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
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
They have been good at times and bad at times. Over the 5 years, I would say support has been a bit of a roller coaster
Andy Breitsprecher 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

I had no control over this but we are using 8x8 virtual office enterprise suite to get some of the functionality, mostly click to dial and contact handling. It's not exactly a competitor, but if you're looking for an easy way to utilize your company phone system remotely, I've had a great experience, including working from home for an entire month on it.
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

  • I've reached more leads and contacts than before because I can text to set appointments
No photo available
  • Better customer service. We are more efficient with the system.
  • Ease of use to the call center agents. Our agents are able to pick up the system quickly as it is that easy.
Jef Fletcher profile photo

Pricing Details

8x8 Virtual Office Enterprise Suite

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

8x8 Virtual Office Enterprise Suite 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