What users are saying about

Genesys PureCloud

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73 Ratings
1 Ratings
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Score 8 out of 101

Genesys PureCloud

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73 Ratings
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Score 7.8 out of 101

Add comparison

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

Well suited if you want the ability to work remotely. Cost for the product pretty reasonable in comparison to some of its competitors on the market.
Huzaifa Mukri profile photo

Feature Rating Comparison

Contact Center Software

Acarda Outbound
Genesys PureCloud
7.8
Agent dashboard
Acarda Outbound
Genesys PureCloud
7.2
Validate callers
Acarda Outbound
Genesys PureCloud
8.0
Outbound response
Acarda Outbound
Genesys PureCloud
7.6
Call forwarding
Acarda Outbound
Genesys PureCloud
7.5
Click-to-call (CTC)
Acarda Outbound
Genesys PureCloud
8.0
Warm transfer
Acarda Outbound
Genesys PureCloud
7.9
Predictive dialing
Acarda Outbound
Genesys PureCloud
7.9
Interactive voice response
Acarda Outbound
Genesys PureCloud
7.8
REST APIs
Acarda Outbound
Genesys PureCloud
8.5
Call scripts
Acarda Outbound
Genesys PureCloud
7.6
Call tracking
Acarda Outbound
Genesys PureCloud
7.7
Multichannel integration
Acarda Outbound
Genesys PureCloud
7.7
CRM software integration
Acarda Outbound
Genesys PureCloud
7.4

Workforce Optimization (WFO)

Acarda Outbound
Genesys PureCloud
7.4
Inbound call routing
Acarda Outbound
Genesys PureCloud
8.2
Omnichannel inbound routing
Acarda Outbound
Genesys PureCloud
7.9
Recording
Acarda Outbound
Genesys PureCloud
8.2
Quality management
Acarda Outbound
Genesys PureCloud
7.4
Call analytics
Acarda Outbound
Genesys PureCloud
7.4
Historical reporting
Acarda Outbound
Genesys PureCloud
6.5
Live reporting
Acarda Outbound
Genesys PureCloud
7.3
Customer surveys
Acarda Outbound
Genesys PureCloud
6.7
Customer interaction analytics
Acarda Outbound
Genesys PureCloud
7.2

Pros

  • Simple Setup.
  • Great Support Team.
  • Never dropped calls.
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  • It is great at moving or adjusting allocations.
  • We like the ability to skill agents with ease.
  • Having the cloud manage calls based on agent availability to see the bigger picture is a huge win.
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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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  • The obvious issue as with most Genesys product is the cost and cost per user. We would much rather pay per station but having to pay per user is a con.
  • Running the platform on call center computers requires more RAM than our typical machines, we had to upgrade all our stations.
  • USB headsets are what we have to use for this platform and can case problems if they do not sync with the computer.
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Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureCloud8.2
Based on 2 answers
GREAT TOOL TO USE AS MAIN PLATFORM
Fernando Rivera profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureCloud8.2
Based on 1 answer
easy of use on call -- email handle still needs some improvement
Fernando Rivera profile photo

Support

No score
No answers yet
No answers on this topic
Genesys PureCloud8.2
Based on 1 answer
no much experience with them - we use our internal IT as bridge -- it is been some delay on reolve some issues
Fernando Rivera profile photo

Implementation

No score
No answers yet
No answers on this topic
Genesys PureCloud8.2
Based on 1 answer
good implementation overall - I will recomend more testing
Fernando Rivera profile photo

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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PureCloud was more full-featured and offered a lower cost than any of these systems. We switched from inContact most recently because of the continually increasing cost and the apathetic and constantly decreasing levels of support/service.
Mike McGowan 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.
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  • I'm still monitoring the data to see if we're having fewer abandoned calls
  • The leadership team is much more satisfied with the abilities to run reports and do real time monitoring of the performance
  • It's too early to be able to say we've benefitted financially more than the cost of the system
Cassie Latta 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