What users are saying about

Genesys PureCloud

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60 Ratings
9 Ratings
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Score 7.7 out of 101

Genesys PureCloud

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60 Ratings
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Score 7.7 out of 101

Add comparison

Likelihood to Recommend

Aspect Unified IP

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Joseph Burda profile photo

Genesys PureCloud

Well suited if you want the ability to work remotely. Cost for the product pretty reasonable in comparison to some of its competitors on the market.
Huzaifa Mukri profile photo

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
Genesys PureCloud
7.9
Agent dashboard
Aspect Unified IP
8.5
Genesys PureCloud
7.4
Validate callers
Aspect Unified IP
9.0
Genesys PureCloud
8.2
Outbound response
Aspect Unified IP
9.0
Genesys PureCloud
7.5
Call forwarding
Aspect Unified IP
9.0
Genesys PureCloud
7.7
Click-to-call (CTC)
Aspect Unified IP
9.5
Genesys PureCloud
8.2
Warm transfer
Aspect Unified IP
9.0
Genesys PureCloud
7.9
Predictive dialing
Aspect Unified IP
9.5
Genesys PureCloud
8.0
Interactive voice response
Aspect Unified IP
9.0
Genesys PureCloud
7.8
REST APIs
Aspect Unified IP
9.0
Genesys PureCloud
8.5
Call scripts
Aspect Unified IP
9.0
Genesys PureCloud
8.1
Call tracking
Aspect Unified IP
9.5
Genesys PureCloud
8.0
Multichannel integration
Aspect Unified IP
8.0
Genesys PureCloud
7.5
CRM software integration
Aspect Unified IP
8.5
Genesys PureCloud
7.5

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Genesys PureCloud
7.5
Inbound call routing
Aspect Unified IP
9.0
Genesys PureCloud
8.4
Omnichannel inbound routing
Aspect Unified IP
8.0
Genesys PureCloud
7.8
Recording
Aspect Unified IP
9.5
Genesys PureCloud
8.4
Quality management
Aspect Unified IP
9.0
Genesys PureCloud
7.6
Call analytics
Aspect Unified IP
8.5
Genesys PureCloud
7.5
Historical reporting
Aspect Unified IP
7.5
Genesys PureCloud
6.4
Live reporting
Aspect Unified IP
7.5
Genesys PureCloud
7.4
Customer surveys
Aspect Unified IP
8.5
Genesys PureCloud
6.8
Customer interaction analytics
Aspect Unified IP
9.0
Genesys PureCloud
7.2

Pros

  • When I administer and support this software for a few months, I can comment that, without a doubt, it is good software to start a call center with.
  • The main thing is to indicate that the software can be configured to have high availability with several servers that will help keep the service active.
  • You can count on several telephone lines that will be centralized in the appearance system.
  • The big advantage is that you have call recording and live video, you can also locate the video recordings of all the calls.
Jose Raul Faria profile photo
  • Salesforce Integration works great!
  • The interface is very easy to use, not a lot of training required
  • Less down time in comparison to some other providers I have used in the past.
Huzaifa Mukri profile photo

Cons

  • Their upgrade cycle is too agressive, especially for larger organizations that might not need to update their telephony platform so often. This is the main issue I have had with Aspect since we started using them over 10 years ago.
Joseph Burda profile photo
  • The obvious issue as with most Genesys product is the cost and cost per user. We would much rather pay per station but having to pay per user is a con.
  • Running the platform on call center computers requires more RAM than our typical machines, we had to upgrade all our stations.
  • USB headsets are what we have to use for this platform and can case problems if they do not sync with the computer.
No photo available

Alternatives Considered

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
Joseph Burda profile photo
Chose PureCloud due to limitations of other tools in certain regions
No photo available

Return on Investment

  • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
  • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
Joseph Burda profile photo
  • PureCloud has been the contact center solution with the shortest implementation time we have installed.
  • Being a cloud solution helps us deliver several implementations with the same team by working remotely.
  • Pay-per-use model and has allowed our clients to avoid investing in infrastructure upfront but still benefit from best of class solutions for their complete CC operation.
No photo available

Pricing Details

Aspect Unified IP

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

Aspect Unified IP 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