What users are saying about

Genesys PureConnect

Top Rated
116 Ratings

Acarda Outbound

1 Ratings
Score 8 out of 101

Genesys PureConnect

Top Rated
116 Ratings
Score 8.2 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 PureConnect

I have been working with the PureConnect platform since version 2.2. it has come a long way. I still recommend this over the Avaya's and Cisco's for easy of implementation, administration and training the organization on how to run the platform for themselves. Again with it being an all-in-one solution, the opportunities are endless
Micheal McComber profile photo

Feature Rating Comparison

Contact Center Software

Acarda Outbound
Genesys PureConnect
8.6
Agent dashboard
Acarda Outbound
Genesys PureConnect
7.7
Validate callers
Acarda Outbound
Genesys PureConnect
8.8
Outbound response
Acarda Outbound
Genesys PureConnect
8.2
Call forwarding
Acarda Outbound
Genesys PureConnect
8.8
Click-to-call (CTC)
Acarda Outbound
Genesys PureConnect
8.5
Warm transfer
Acarda Outbound
Genesys PureConnect
9.1
Predictive dialing
Acarda Outbound
Genesys PureConnect
9.1
Interactive voice response
Acarda Outbound
Genesys PureConnect
8.2
REST APIs
Acarda Outbound
Genesys PureConnect
7.7
Call scripts
Acarda Outbound
Genesys PureConnect
8.6
Call tracking
Acarda Outbound
Genesys PureConnect
8.6
Multichannel integration
Acarda Outbound
Genesys PureConnect
9.1
CRM software integration
Acarda Outbound
Genesys PureConnect
9.1

Workforce Optimization (WFO)

Acarda Outbound
Genesys PureConnect
8.3
Inbound call routing
Acarda Outbound
Genesys PureConnect
8.9
Omnichannel inbound routing
Acarda Outbound
Genesys PureConnect
9.1
Recording
Acarda Outbound
Genesys PureConnect
9.1
Quality management
Acarda Outbound
Genesys PureConnect
8.4
Call analytics
Acarda Outbound
Genesys PureConnect
8.8
Historical reporting
Acarda Outbound
Genesys PureConnect
8.4
Live reporting
Acarda Outbound
Genesys PureConnect
8.2
Customer surveys
Acarda Outbound
Genesys PureConnect
7.7
Customer interaction analytics
Acarda Outbound
Genesys PureConnect
6.4

Pros

  • Simple Setup.
  • Great Support Team.
  • Never dropped calls.
No photo available
  • PureConnect is a true, flexible, all-in-one out-of-the-box solution for your contact center needs
  • With this being a true all-in-one it is a reduced cost of ownership vs other platforms on the market
  • PureConnect seamlessly integrates with several CRM and WFM tools out of the box unlike other platforms on the market you need custom programing to hook in to these offerings
Micheal McComber profile photo

Cons

  • Lacked the level of integrations we needed with other software.
  • That's it. It was great otherwise.
No photo available
  • For members of our User Support team to be able to submit support tickets to Genesys, they are forced to complete a full week of training, including several subjects and systems that they don't even have access to as part of their role. Example: Before they can submit a ticket for "nobody is able to login", they must have completed course content for "Configuring Attendant IVR Menus", which is not related to their job. This has caused us to have only one person (Master Administrator) to be able to submit support requests, and the rest of the support team has to contact that person to submit them. Not great for a 24/7 contact centre.
  • The licensing and contract details are disjointed. There is no proper/direct map from what is on the contract to what is configured in the system, and some items can only be "name user" licenses, which is quite difficult to deal with if your other items are "concurrent user" licenses.
  • Requests relating to their online portals tent to take an abnormally long time to resolve, such as resetting a user password, sometimes with no success.
Kristopher Kauth profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 15 answers
Difficulty of migrating to a new phone system is significant. Also that could result in potenetially higher costs, as well as the need for additional training for a new system. We are not at a point where we are so disappointed with ININ or our vendor support to jump ship yet.
No photo available

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.6
Based on 7 answers
My long history of success with I3 which included custom adhoc reporting, internal customization, over all support received, integration of all aspects of system
Derek Gibson profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Genesys PureConnect9.1
Based on 4 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson profile photo

Performance

No score
No answers yet
No answers on this topic
Genesys PureConnect8.8
Based on 5 answers
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
Derek Gibson profile photo

Support

No score
No answers yet
No answers on this topic
Genesys PureConnect6.7
Based on 8 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 PureConnect9.1
Based on 4 answers
Staff responded well to trainer and provided excellent post training reviews.
Derek Gibson profile photo

Online Training

No score
No answers yet
No answers on this topic
Genesys PureConnect8.2
Based on 4 answers
Those that utilized online training provided excellent post training reviews.
Derek Gibson profile photo

Implementation

No score
No answers yet
No answers on this topic
Genesys PureConnect8.3
Based on 7 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
In our perspective these players were no where in the same league as Genesys and yes I recognize that Genesys eventually bought Echopass. The only thing better was that we could get line by line interaction data on any inbound or outbound answered or abandoned interaction.
Christopher Kaldenberg profile photo

Scalability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.3
Based on 5 answers
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
Aaron Lael 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
  • Unsure. I mostly maintain the system. Dollar and productivity figures are not part of my job function. Our call center managers seem pleased with it though.
No photo available

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