What users are saying about

Genesys PureConnect

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Top Rated
137 Ratings
1 Ratings
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Score 8 out of 101

Genesys PureConnect

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Top Rated
137 Ratings
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Score 8.1 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 PureConnect

We are happy with the solution and the functionality. It is well suited for mid to larger contact centers with a demand for a single solution that can cater for all needs within the contact center area. The product development pipeline seems to be well geared for new and upcoming technologies, even if the core product has been in the market for a long period of time. The solution requires skilled key users and administrators and can be costly, especially for smaller teams and organizations that will roll out the solution to distributed sites.
Jakob Ingvaldsen profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

Acarda Outbound
Genesys PureConnect
7.7
Inbound call routing
Acarda Outbound
Genesys PureConnect
7.9
Omnichannel inbound routing
Acarda Outbound
Genesys PureConnect
8.2
Recording
Acarda Outbound
Genesys PureConnect
8.4
Quality management
Acarda Outbound
Genesys PureConnect
7.9
Call analytics
Acarda Outbound
Genesys PureConnect
7.5
Historical reporting
Acarda Outbound
Genesys PureConnect
7.4
Live reporting
Acarda Outbound
Genesys PureConnect
7.3
Customer surveys
Acarda Outbound
Genesys PureConnect
7.1
Customer interaction analytics
Acarda Outbound
Genesys PureConnect
7.3

Pros

  • Simple Setup.
  • Great Support Team.
  • Never dropped calls.
No photo available
  • We wanted a "one stop shop" provider that can provide all CCC features needed in one solution with minimum of "add-ons'.
  • We needed a solution that could integrate with multiple telephony environments & separation of contact center and telephony investments and roll-outs.
  • Partnership with Microsoft for UC, including joint product roadmaps and tight product integration – Hassle free upgrades.
  • Recognized by trusted industry experts (Gartner, Frost & Sullivan etc.).
Jakob Ingvaldsen profile photo

Cons

  • Lacked the level of integrations we needed with other software.
  • That's it. It was great otherwise.
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
We are satisfied with the platform as a whole and not looking to replace.
Ruud Reinold profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.0
Based on 9 answers
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Ruud Reinold 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
Have used the product for 11 plus years, since version 2.2 and cannot remember a time when I have been disappointed.
Derek Gibson 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
be sure to involve members from all parties that would be involved in implementation from day one
Derek Gibson 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
As mentioned previously I have experience with almost all of Interactive Intelligence competitors. I have 25 plus years in the callcenter/servicedesk management industry where I have either built and managed call centers in multiple countries or implemented and managed the back office aspects of call centers. Across the board Interactive Intelligence is superior to the competition. This would include front line customer use of client interface, QA, reporting, speech analytics, customization capability, ability to integrate fully with incident management systems, outbound call campaigns and anything else you can think of. It is efficient, user friendly, easy to support and manage; has superior built in redundancies; and provides rock solid performance with uninterrupted down times.
Derek Gibson 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

  • Easy to get started with.
  • Great workflow, especially for people starting in the industry.
  • Helped us meet our daily call goals.
No photo available
  • It has improved our ability to support our customers.
  • It has improved agent satisfaction.
Andrew Wooster 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 PureConnect

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

Genesys PureConnect More Information