What users are saying about

Acarda Outbound

1 Ratings
Score 8 out of 101

Genesys PureCloud

29 Ratings
Score 7.6 out of 101

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Likelihood to Recommend

Acarda Outbound

I think that Acarda is a fantastic tool for any company that is perhaps not selling software, not offering technical support, has minimal technical needs internally, and wants a tool that just works well. We have had issues with support and dropped calls from other outbound and VOIP systems, Acarda was a really solid platform. I would imagine that the average Sales, Billing and Support Team of a small business or StartUp would find a lot to love here.
No photo available

Genesys PureCloud

PureCloud is well suited for Inbound Contact centers, where Inbound calls are the primary medium of support and have very specific defined queues. which may not change in medium to long-term in terms of queue priorities and where agents are dedicated to only those queues
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Feature Rating Comparison

Contact Center Software

Acarda Outbound
Genesys PureCloud
8.2
Agent dashboard
Acarda Outbound
Genesys PureCloud
8.2
Validate callers
Acarda Outbound
Genesys PureCloud
8.5
Outbound response
Acarda Outbound
Genesys PureCloud
8.2
Call forwarding
Acarda Outbound
Genesys PureCloud
8.5
Click-to-call (CTC)
Acarda Outbound
Genesys PureCloud
8.2
Warm transfer
Acarda Outbound
Genesys PureCloud
8.6
Predictive dialing
Acarda Outbound
Genesys PureCloud
7.7
Interactive voice response
Acarda Outbound
Genesys PureCloud
8.2
REST APIs
Acarda Outbound
Genesys PureCloud
8.8
Call scripts
Acarda Outbound
Genesys PureCloud
8.5
Call tracking
Acarda Outbound
Genesys PureCloud
8.8
Multichannel integration
Acarda Outbound
Genesys PureCloud
8.2
CRM software integration
Acarda Outbound
Genesys PureCloud
6.8

Workforce Optimization (WFO)

Acarda Outbound
Genesys PureCloud
7.8
Inbound call routing
Acarda Outbound
Genesys PureCloud
8.8
Omnichannel inbound routing
Acarda Outbound
Genesys PureCloud
7.9
Recording
Acarda Outbound
Genesys PureCloud
8.5
Quality management
Acarda Outbound
Genesys PureCloud
8.5
Call analytics
Acarda Outbound
Genesys PureCloud
7.9
Historical reporting
Acarda Outbound
Genesys PureCloud
7.3
Live reporting
Acarda Outbound
Genesys PureCloud
7.6
Customer surveys
Acarda Outbound
Genesys PureCloud
6.4
Customer interaction analytics
Acarda Outbound
Genesys PureCloud
7.7

Pros

  • Simple Setup.
  • Great Support Team.
  • Never dropped calls.
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  • PureCloud is incredibly easy to implement and maintain. All MACD (move, add, change and disconnects) processes are simplified with the use of the application/web-based interface.
  • PureCloud has incredible levels of customization on a call flow level. It is an absolute pleasure developing flows and scripts on this platform.
  • PureCloud is very easy to train on, one of the issues with old PBX based systems was a lot of the work done was in very hard to understand and digest interfaces.
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Cons

  • Lacked the level of integrations we needed with other software.
  • That's it. It was great otherwise.
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  • Being a web/application based platform it is a little more difficult to troubleshoot on, and for more detailed issue they can end up being a software side problem which can't be fixed from an end user perspective so purecloud support has to be contacted
  • Working with PureCloud support can be tricky at times, there is a heavy reliance on non-technical end users to provide information that isn't necessarily easy to gather.
  • The actual admin training is lacking a bit (or it was when my team went through it) which made us rely on self starters and a LOT of testing and playing around.
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Alternatives Considered

I am not super familiar with the competitors because we moved away from this style of support soon after adopting Acarda, but I had no complaints while using it.
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Genesys stacked up nicely when compared to other software offerings and was priced economically. At the time of our purchase many companies did not offer a cloud solution.
Raymond Richardson profile photo

Return on Investment

  • Easy to get started with.
  • Great workflow, especially for people starting in the industry.
  • Helped us meet our daily call goals.
No photo available
  • Going over the reports and dashboards generated by the customer success department it seems like Genesys PureCloud solution has really improved our level of service.
Amanda Gab profile photo

Pricing Details

Acarda Outbound

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

Acarda Outbound More Information

Genesys PureCloud

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

Genesys PureCloud More Information