What users are saying about

Airtable

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227 Ratings

Genesys PureCloud

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53 Ratings

Airtable

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227 Ratings
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Score 9.1 out of 101

Genesys PureCloud

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53 Ratings
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Score 7.7 out of 101

Add comparison

Likelihood to Recommend

Airtable

As mentioned previously, I currently developing an Airtable base to track student data and other teaching resource inventory. The children create year group databases. All of which work very well. I haven't encountered any issues or unsuitability thus far.
Shirley Hickey profile photo

Genesys PureCloud

Genesys PureCloud is a great solution for businesses that have a contact center operation and would benefit from industry standard features coupled with high integration availability trough a web API. Being a true cloud solution allows focus on use and operation and alleviates the need for systems and infrastructure support teams.It's agile release schedule also provides value by giving users constant feature upgrades and virtually eliminates platform obsolescence.
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Feature Rating Comparison

Project Management

Airtable
8.0
Genesys PureCloud
Task Management
Airtable
8.2
Genesys PureCloud
Resource Management
Airtable
9.0
Genesys PureCloud
Gantt Charts
Airtable
7.4
Genesys PureCloud
Scheduling
Airtable
8.2
Genesys PureCloud
Workflow Automation
Airtable
7.7
Genesys PureCloud
Team Collaboration
Airtable
8.8
Genesys PureCloud
Support for Agile Methodology
Airtable
7.9
Genesys PureCloud
Support for Waterfall Methodology
Airtable
7.7
Genesys PureCloud
Document Management
Airtable
7.6
Genesys PureCloud
Email integration
Airtable
7.2
Genesys PureCloud
Mobile Access
Airtable
7.7
Genesys PureCloud
Timesheet Tracking
Airtable
8.0
Genesys PureCloud
Change request and Case Management
Airtable
8.0
Genesys PureCloud
Budget and Expense Management
Airtable
8.2
Genesys PureCloud

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

  • Great user experience and minimal learning curve. It wasn't until I became aware of Airtable that we found a solution that allows us to implement the best features of a collaborative RDBMS with our staff who don't have any training. I had previously used Zoho Creator and found that it was difficult to onboard new users because of a steeper learning curve.
  • Easy to share views and invite contributions via forms.
  • Blocks add significant functionality that would be hard to custom build.
Juan Matute profile photo
  • Intuitive interface with powerful features allos easy adoption by workforce and best-of-class CC operation.
  • Constant updates and new feature delivery future-proofs your investment.
  • Backed by an industry leader. Plaform is supported by solid organization that continues to grow and has a clear vision of the future of CX.
  • Open APIs for development and integrations makes it a powerful platform for innovative businesses.
  • Elastic architecture and pricing model permits growing without adquiring licensing each time.
No photo available

Cons

  • I'd really like to be able to link records or a view between bases within my workspace.
  • The form designer is not as featured as we're used to with Google Forms.
  • I'm using the Airtable Importer by Railsware to bring Airtable data into Google Sheets. Import from Google sheets would be a great feature.
Juan Matute profile photo
  • While dashboard works great, Pure cloud reports are something that can be improved a lot. you have to mine a report data in excel before it can be used in a presentable format.
  • One specific example of a report is an agent metrics report. There is no summarization of agent metrics in the report or when exported to Excel. the export creates multiple Excel tabs for each interaction type for each agent. If you have 30 agents and you need to see how they are performing for ACD, non ACD , email, it creates 90 tabs in excel for these 30 agents (1 tab for each interaction type) which becomes so complex and time-consuming, which is a scarce commodity in an operation like ours.
  • You cant Cherry pick calls. This is an important functionality for us to ensure we are serving the customers well. We need to ability to cherry pick calls from 20 waiting. This helps in the scenario when customers call in and also emails us while waiting for a call. Rather than calling back, we expect agents to pick up the waiting call from the list of calls waiting.
Poojan Mitra profile photo

Likelihood to Renew

Airtable9.1
Based on 1 answer
compared to other products it is just fabulous.
Andrej Vrsansky profile photo
Genesys PureCloud8.2
Based on 1 answer
No answer on this topic is available.

Usability

Airtable9.0
Based on 5 answers
Just so easy to learn/use. Very intuitive in its application logic.
Sherry Raeder profile photo
No score
No answers yet
No answers on this topic

Support

Airtable7.3
Based on 1 answer
Sometimes, I have to wait a bit longer but I'm on a low priced option so I understand why. Generally, they're able to provide me solutions to my problems as long as I'm not in a rush.
Malcolm Colman-Shearer profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

It wasn't until I became aware of Airtable that we found a solution that allows us to implement the best features of a collaborative RDBMS with our staff who don't have any training. I had previously used Zoho Creator and found that it was difficult to onboard new users because of a steeper learning curve.
Juan Matute profile photo
Avaya is a robust platform but ultimately is limited to very little updating and enhancements as it is ultimately a PBX based system. Avaya requires past knowledge (possibly certifications) to successfully manage. PureCloud, on the other hand, is very easy to enter and administer with little knowledge or experience, and once you have learned the platform on a more technical level it allows you to expand your contact centers functionality substantially.
No photo available

Return on Investment

  • Too early to tell. I hope that it will allow for both a task-specific view that helps people keep on schedule with projects and higher-level views that help with tactical and strategic planning.
Andy Havens profile photo
  • Lowered the cost of our communications spend when also combined with a new line provider and servicer
  • Fewer staff complaints regarding quality of voice calls
  • Reduction in the cost of providing "Live" chat interactions
Matthew Calton profile photo

Screenshots

Genesys PureCloud

Pricing Details

Airtable

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

Airtable 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