What users are saying about

Genesys PureCloud<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

46 Ratings

Aspect Unified IP

9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.6 out of 101

Genesys PureCloud<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

46 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.6 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

PureCloud works well in small to medium deployments that can use the out-of-box functionality. Large call centers are likely to have advanced requirements that would require development using the API. Business users looking for a conferencing system or a mobile VoIP client will be disappointed. PureCloud does not allow scheduled conference calls, so we continue to use Skype / Teams.
No photo available

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
Genesys PureCloud
7.7
Agent dashboard
Aspect Unified IP
8.5
Genesys PureCloud
7.3
Validate callers
Aspect Unified IP
9.0
Genesys PureCloud
7.9
Outbound response
Aspect Unified IP
9.0
Genesys PureCloud
7.8
Call forwarding
Aspect Unified IP
9.0
Genesys PureCloud
7.3
Click-to-call (CTC)
Aspect Unified IP
9.5
Genesys PureCloud
7.8
Warm transfer
Aspect Unified IP
9.0
Genesys PureCloud
8.0
Predictive dialing
Aspect Unified IP
9.5
Genesys PureCloud
7.4
Interactive voice response
Aspect Unified IP
9.0
Genesys PureCloud
8.2
REST APIs
Aspect Unified IP
9.0
Genesys PureCloud
8.2
Call scripts
Aspect Unified IP
9.0
Genesys PureCloud
7.9
Call tracking
Aspect Unified IP
9.5
Genesys PureCloud
7.9
Multichannel integration
Aspect Unified IP
8.0
Genesys PureCloud
7.2
CRM software integration
Aspect Unified IP
8.5
Genesys PureCloud
6.8

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Genesys PureCloud
7.3
Inbound call routing
Aspect Unified IP
9.0
Genesys PureCloud
8.5
Omnichannel inbound routing
Aspect Unified IP
8.0
Genesys PureCloud
7.4
Recording
Aspect Unified IP
9.5
Genesys PureCloud
8.4
Quality management
Aspect Unified IP
9.0
Genesys PureCloud
7.7
Call analytics
Aspect Unified IP
8.5
Genesys PureCloud
7.4
Historical reporting
Aspect Unified IP
7.5
Genesys PureCloud
5.5
Live reporting
Aspect Unified IP
7.5
Genesys PureCloud
7.5
Customer surveys
Aspect Unified IP
8.5
Genesys PureCloud
6.4
Customer interaction analytics
Aspect Unified IP
9.0
Genesys PureCloud
6.7

Pros

  • Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
  • Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
  • Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
Joseph Burda profile photo
  • Ease of use and administration. Our business users and agents get up to speed with minimal training. A manual of a few pages, most of them screen shots, is usually sufficient.
  • Availability of information, openness about system capabilities. The documentation is available online to anyone. Availability status, training documents/videos, and reference pages for users, administrators, and developers. Forum and idea lab to discuss issues and request features.
  • Graphical IVR flow administration tool makes creating / changing the IVR a snap.
No photo available

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
  • Support has been friendly, but not very helpful. In my experience, the first level asks many irrelevant questions and support starts after they finally escalate the case. This may take a week or more. However, Genesys is aware and actively addressing the problem.
  • Limited reporting capability is a major issue for us. For example, skill-based reports are practically non-existant. We are using a third-party database (PureInsights) and are creating our own reports, which adds quite a bit of addl. time and cost to the implementation. PureCloud would strongly benefit from proper reporting capabilities that are standard in competitive products.
  • Some annoyances like inability to stream a variety of hold music. You are limited to the standard music, or one alternative. However, these aren't show stoppers and Genesys has eliminated a number of them over time with releases coming every week or two.
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Alternatives Considered

The seal of this service was through the revisions according to my corporate needs and I really needed a system that would manage all kinds of calls and support that would give me an active service for a better business management. In fact, he gave me and discovered additional services that the company is using correctly in their daily activities.
Jose Raul Faria profile photo
I'm sure Cisco's capabilities are greater than what our company was willing to purchase from them. The support was poor and the system required constant maintenance. We were also continuously troubleshooting phones on the desks.
Cassie Latta profile photo

Return on Investment

  • My financial control has been much more controlled.
  • I identify in my indicators everything that has changed before and after having the service.
  • The results obtained can be appreciated just by checking my profits.
  • The objectives set according to this application and the annual cost is being adequate.
Jose Raul Faria profile photo
  • I think this solution and the pricing structure is actually a little more than we may need now, but as we grow into it, I could see the great advantage of sticking with it. With a little foresight, I think we can make the most of this investment.
Harley Breth profile photo

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