What users are saying about

Genesys PureConnect

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Top Rated
129 Ratings
2 Ratings
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Score 8.7 out of 101

Genesys PureConnect

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Top Rated
129 Ratings
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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

We have worked through most of the initial snags that come with upgrading from PBX. Most of them are process changes that we need to embrace and communicate. In that capacity, it is working well. There is sometimes a frustration knowing how powerful the system can be and not being able to access that power. This is a staff limitation but also, partly, a system limitation. If you have the staff and budget to support some of the preferred customization, it's a great solution.
Colin Pallotta profile photo

Feature Rating Comparison

Contact Center Software

AgentTime Scheduler
Genesys PureConnect
7.4
Agent dashboard
AgentTime Scheduler
Genesys PureConnect
7.1
Validate callers
AgentTime Scheduler
Genesys PureConnect
7.6
Outbound response
AgentTime Scheduler
Genesys PureConnect
7.2
Call forwarding
AgentTime Scheduler
Genesys PureConnect
7.2
Click-to-call (CTC)
AgentTime Scheduler
Genesys PureConnect
7.4
Warm transfer
AgentTime Scheduler
Genesys PureConnect
8.2
Predictive dialing
AgentTime Scheduler
Genesys PureConnect
7.0
Interactive voice response
AgentTime Scheduler
Genesys PureConnect
7.4
REST APIs
AgentTime Scheduler
Genesys PureConnect
7.2
Call scripts
AgentTime Scheduler
Genesys PureConnect
7.8
Call tracking
AgentTime Scheduler
Genesys PureConnect
7.9
Multichannel integration
AgentTime Scheduler
Genesys PureConnect
7.7
CRM software integration
AgentTime Scheduler
Genesys PureConnect
7.0

Workforce Optimization (WFO)

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

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
  • Clean administration, supervisor interfaces
  • A recent aggressive push towards fully functional web client
  • Another recent change to improve the help site has been incredibly helpful
Colin Pallotta 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
  • The integrated Analyser is not very good and to manual to tune and maintain.
  • The workforce management should integrate better with the outbound dialler.
  • Integration with more and different CRM systems
  • More out of the box plug-ins for Workforce Management systems.
Ruud Reinold profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 17 answers
I have had hands on experience with Interactive Intelligence since 1997 when they introduced their 1.0 Release of CIC. Since that time the platform has gone through three additional software releases that included the leap from a "boarded" TDM hardware solution to a fully SIP compliant VoIP software solution that has added additional applications along the way such as fully integrated Workforce Management, Process Automation and Real-Time Speech Analytics
David Saidel profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.0
Based on 9 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
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
Tier 1 support is typically provided by the channel partner that a customer buys the Interactive Intelligence software from, unless the software is purchased directly from Interactive Intelligence. As such, the level of support can vary from reseller to reseller. I suggest that a buyer thoroughly check with several of the reseller's existing customers to determine how they rate the support provided by that particular reseller. Buying directly from Interactive Intelligence requires that two of a customer's staff go through a series of course on how to install and
troubleshoot the software. The customer's support staff should have experience with Windows servers and some knowledge of VoIP telephony. This is not required if you buy through a reseller.
David Saidel 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
Mostly went smoothly with the project team.
Andy Breitsprecher 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
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

  • 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
  • Huge cost savings in not having to hire or outsource staff to answer phones 24x7.
  • Our larger call centers use Interaction Optimizer, a workforce management tool that has allowed them to juggle some staff schedules and avoid hiring additional staff by identifying proper staffing levels and times of peak volume.
  • We have a few large customer contracts that require us to meet SLAs. PureConnect allows us to monitor those service levels in real time and avoid missing SLAs which can be costly in the contracts.
Andy Breitsprecher 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