What users are saying about

Genesys PureCloud

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51 Ratings
1 Ratings
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Score 8 out of 101

Genesys PureCloud

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51 Ratings
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Score 7.7 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.
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Genesys PureCloud

PureCloud works well for our organization overall. Although the hindsight of customized reporting is not there just yet, we know that the main priority and importance is what's happening currently: the insight into the current calls happening now. PureCloud provides a rich lens into what's happening now across all our posts and work-spaces. A team lead or manager can zoom out, and also drill-down in the queue activity views, performance views, etc., to find out what's happening on all phone calls in great detail. High-level flexibility is provided to the admin as well, with the functionality of the architect for creating call flows. Nearly everything you imagine happening on your phone calls can happen.
Harley Breth profile photo

Feature Rating Comparison

Contact Center Software

Acarda Outbound
Genesys PureCloud
7.9
Agent dashboard
Acarda Outbound
Genesys PureCloud
7.4
Validate callers
Acarda Outbound
Genesys PureCloud
8.1
Outbound response
Acarda Outbound
Genesys PureCloud
7.6
Call forwarding
Acarda Outbound
Genesys PureCloud
7.6
Click-to-call (CTC)
Acarda Outbound
Genesys PureCloud
8.1
Warm transfer
Acarda Outbound
Genesys PureCloud
8.3
Predictive dialing
Acarda Outbound
Genesys PureCloud
8.0
Interactive voice response
Acarda Outbound
Genesys PureCloud
8.5
REST APIs
Acarda Outbound
Genesys PureCloud
8.3
Call scripts
Acarda Outbound
Genesys PureCloud
8.1
Call tracking
Acarda Outbound
Genesys PureCloud
8.1
Multichannel integration
Acarda Outbound
Genesys PureCloud
7.5
CRM software integration
Acarda Outbound
Genesys PureCloud
7.5

Workforce Optimization (WFO)

Acarda Outbound
Genesys PureCloud
7.5
Inbound call routing
Acarda Outbound
Genesys PureCloud
8.5
Omnichannel inbound routing
Acarda Outbound
Genesys PureCloud
7.6
Recording
Acarda Outbound
Genesys PureCloud
8.7
Quality management
Acarda Outbound
Genesys PureCloud
7.9
Call analytics
Acarda Outbound
Genesys PureCloud
7.5
Historical reporting
Acarda Outbound
Genesys PureCloud
6.3
Live reporting
Acarda Outbound
Genesys PureCloud
7.9
Customer surveys
Acarda Outbound
Genesys PureCloud
6.6
Customer interaction analytics
Acarda Outbound
Genesys PureCloud
7.0

Pros

  • Simple Setup.
  • Great Support Team.
  • Never dropped calls.
No photo available
  • PureCloud is flexible enough to manage from a single web browser for a mid-sized organization!
  • Robust in real-time visibility of all agents. Part of this equation is that internal communications are elevated (video chat available, group chats, even fax) within the Org.
  • We've found our average speed of answer significantly improved with PureCloud.
  • Agents appreciate the Profile; having an identity within the Org, rather than simply an operator.
Harley Breth profile photo

Cons

  • Lacked the level of integrations we needed with other software.
  • That's it. It was great otherwise.
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  • The software releases can occasionally change how some features work. You may develop a flow using a particular feature, and then find that behavior of that feature has changed.
  • Native reporting needs to be improved. It seems fine for smaller contact centers that are less driven by statistics, but currently if you are a large contact center you probably will not get the reports you need "out of the box". You will need to spend some time with the API to create the reports that you are used to seeing.
  • Reliability has been improving, but we have had several outages that have impacted our teams ability to receive and process calls.
James Rhodes 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.
No photo available
We reviewed both Avaya and Cisco contact center platforms. Neither really supported an endpoint agnostic solution and were very heavily proprietary solutions. The businesses requirements pushed our search to SaaS/Cloud solutions of which we found PureCloud to be one of the best. The flexibility of the platform and the continuous improvement meant that any short comings may be dealt with in near future without a costly and time consuming upgrade.
James Rhodes 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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  • From an admin perspective, I can't really detail ROI, though we have substantially reduced average handle time.
  • This has allowed consultants to more easily access information or have information displayed through scripts improving customer satisfaction.
  • This has simplified the learning/training procedure of onboarding new consultants and assists new consultants to provide accurate information efficiently.
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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