What users are saying about

Genesys PureConnect

Top Rated
104 Ratings

AgentTime Scheduler

2 Ratings
Score 8.7 out of 101

Genesys PureConnect

Top Rated
104 Ratings
Score 8.2 out of 101

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Likelihood to Recommend

AgentTime Scheduler

Easy for employees to adjust everything on time and it has smart scheduling features as compared to other software. AgentTime Scheduler is always one step ahead of others. However, the problem encountered by customers is that they cannot manage to sign in to the system to print schedules prepared for them and we keep getting negative feedback.
Barbara Johnson profile photo

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

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

Workforce Optimization (WFO)

AgentTime Scheduler
Genesys PureConnect
8.5
Inbound call routing
AgentTime Scheduler
Genesys PureConnect
8.8
Omnichannel inbound routing
AgentTime Scheduler
Genesys PureConnect
9.1
Recording
AgentTime Scheduler
Genesys PureConnect
9.1
Quality management
AgentTime Scheduler
Genesys PureConnect
8.2
Call analytics
AgentTime Scheduler
Genesys PureConnect
8.6
Historical reporting
AgentTime Scheduler
Genesys PureConnect
8.2
Live reporting
AgentTime Scheduler
Genesys PureConnect
7.7
Customer surveys
AgentTime Scheduler
Genesys PureConnect
8.2
Customer interaction analytics
AgentTime Scheduler
Genesys PureConnect
8.2

Pros

  • Customers can log in the system 7/24 without facing any problems.
  • AgentTime has the best features and safe connections for the staff.
  • Workers can send messages on time when the school has some class cancelations to all students.
Barbara Johnson profile photo
  • PureConnect is able to have customized code built to help achieve specific requirements for company-specific needs.
  • The administrative, supervisory, and user interfaces are straightforward, and can also be customized at a group or individual level.
  • PureConnect has been quite stable, which is required for a call centre platform.
  • There are extensive help files and documentation to aid the users, which reduces the need for support tickets.
Kristopher Kauth profile photo

Cons

  • Price of it might be expensive for small business but the product can still be used by any type of business.
  • Logging into the system is taking some time. It should be checked to see what is going on inside the system.
  • The scheduled time which is sent via e-mail is not received on time. It may have some bug problems.
Barbara Johnson profile photo
  • We did find that the texting feature was a little hard to perfect. Our messages would either be too long and show in multiple messages or the links would give an error.
  • The digital automation feature is wonky as well. We found that the automation would provide odd and out-of-place responses.
  • The pricing for the platform (we found) to be more costly than other solutions.
No photo available

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 15 answers
Consistently superior performance. Consistent focus on improving and developing product. Consistently superior support. Superior ability to customize and integrate with all levels of a contact center, help desk or service desk
Derek Gibson profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.6
Based on 7 answers
Easy to use for the most part.
Andy Breitsprecher 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
The tiered support time is often good (not always quick) about finding the problem, but when it comes to getting a solution, if the problem requires an SCR it can often seem like a lifetime to get your resolution. I understand that this is not something that will only be found with PureConnect, but I have simple bug SCRs that have been sitting approved but unworked for over a year with no sign of implementation.
Aaron Lael 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

We had many problems with a similar program in the organization and we decided we are interested in another software for time schedule and some of our customers recommended AgentTime Scheduler. We then used it for testing. Our first impression was positive about the software after spending 3 weeks and immediately we started to use it in the whole organization.
Barbara Johnson profile photo
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

  • Customers experiencing sign-in problems.
  • Taking responses from our staff on time satisfies our customers.
  • The software is truly confidential and safe. This is first thing what we users are looking for and AgentTime has this.
Barbara Johnson profile photo
  • Custom Kiosk application using generic interaction for walk in customers improved the efficiency of the lobby staff by almost 200%
  • QA tools allow for automation of many aspects and the efficient management of scoring and recording .
  • Manages all types of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
  • Manages reporting on of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
  • Centralized support tools allow for small staff to support and administer all parts of the system
  • Integration of all modules allows for active, real time passing of data to provide real time speech analytics, qa, reporting, workforce management and general interaction management
Derek Gibson profile photo

Pricing Details

AgentTime Scheduler

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

AgentTime Scheduler 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