What users are saying about
25 Ratings
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Score 7.9 out of 100
210 Ratings
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Score 8.5 out of 100

Feature Set Ratings

  • Aspect Unified IP ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

Aspect Unified IP

74%
7.2

Genesys PureConnect

72%
Aspect Unified IP ranks higher in 8/13 features

Agent dashboard

7.0
70%
3 Ratings
6.2
62%
52 Ratings

Validate callers

9.0
90%
3 Ratings
7.3
73%
46 Ratings

Outbound response

8.0
80%
3 Ratings
6.8
68%
39 Ratings

Call forwarding

6.0
60%
3 Ratings
7.9
79%
53 Ratings

Click-to-call (CTC)

9.6
96%
2 Ratings
5.9
59%
42 Ratings

Warm transfer

8.0
80%
3 Ratings
8.4
84%
54 Ratings

Predictive dialing

9.0
90%
3 Ratings
7.0
70%
35 Ratings

Interactive voice response

5.0
50%
3 Ratings
7.2
72%
42 Ratings

REST APIs

8.0
80%
3 Ratings
8.0
80%
35 Ratings

Call scripts

4.0
40%
3 Ratings
7.1
71%
37 Ratings

Call tracking

6.0
60%
3 Ratings
7.8
78%
52 Ratings

Multichannel integration

8.2
82%
2 Ratings
7.1
71%
42 Ratings

CRM software integration

8.0
80%
3 Ratings
7.4
74%
36 Ratings

Workforce Optimization (WFO)

8.5

Aspect Unified IP

85%
7.5

Genesys PureConnect

75%
Aspect Unified IP ranks higher in 8/9 features

Inbound call routing

9.0
90%
2 Ratings
8.2
82%
49 Ratings

Omnichannel inbound routing

8.1
81%
2 Ratings
8.0
80%
37 Ratings

Recording

9.6
96%
2 Ratings
8.5
85%
50 Ratings

Quality management

9.1
91%
2 Ratings
7.3
73%
44 Ratings

Call analytics

8.6
86%
2 Ratings
7.6
76%
41 Ratings

Historical reporting

7.4
74%
2 Ratings
7.2
72%
50 Ratings

Live reporting

7.4
74%
2 Ratings
8.2
82%
46 Ratings

Customer surveys

8.6
86%
2 Ratings
6.6
66%
34 Ratings

Customer interaction analytics

9.1
91%
2 Ratings
6.2
62%
29 Ratings

Attribute Ratings

  • Genesys PureConnect is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

Likelihood to Recommend

7.0

Aspect Unified IP

70%
4 Ratings
7.6

Genesys PureConnect

76%
113 Ratings

Likelihood to Renew

7.0

Aspect Unified IP

70%
1 Rating
8.6

Genesys PureConnect

86%
12 Ratings

Usability

Aspect Unified IP

N/A
0 Ratings
8.8

Genesys PureConnect

88%
9 Ratings

Availability

Aspect Unified IP

N/A
0 Ratings
9.1

Genesys PureConnect

91%
6 Ratings

Performance

Aspect Unified IP

N/A
0 Ratings
8.8

Genesys PureConnect

88%
6 Ratings

Support Rating

Aspect Unified IP

N/A
0 Ratings
7.9

Genesys PureConnect

79%
16 Ratings

In-Person Training

Aspect Unified IP

N/A
0 Ratings
8.2

Genesys PureConnect

82%
4 Ratings

Online Training

Aspect Unified IP

N/A
0 Ratings
8.3

Genesys PureConnect

83%
3 Ratings

Implementation Rating

Aspect Unified IP

N/A
0 Ratings
6.1

Genesys PureConnect

61%
21 Ratings

Product Scalability

Aspect Unified IP

N/A
0 Ratings
8.2

Genesys PureConnect

82%
3 Ratings

Likelihood to Recommend

Aspect Unified IP

Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.
Anonymous | TrustRadius Reviewer

Genesys PureConnect

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Jim Barber | TrustRadius Reviewer

Pros

Aspect Unified IP

  • 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 | TrustRadius Reviewer

Genesys PureConnect

  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
Shahbaz Chughtai | TrustRadius Reviewer

Cons

Aspect Unified IP

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria | TrustRadius Reviewer

Genesys PureConnect

  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
Anonymous | TrustRadius Reviewer

Pricing Details

Aspect Unified IP

General

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

Starting Price

Genesys PureConnect

General

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

Starting Price

Likelihood to Renew

Aspect Unified IP

Aspect Unified IP 7.0
Based on 1 answer
Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
Anonymous | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.6
Based on 12 answers
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
Anonymous | TrustRadius Reviewer

Usability

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
Based on 9 answers
Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources
Anonymous | TrustRadius Reviewer

Reliability and Availability

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 6 answers
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
Anonymous | TrustRadius Reviewer

Performance

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
Based on 6 answers
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect).As far as IVR operations, web service calls, database operations: they all operate reasonably.
Anonymous | TrustRadius Reviewer

Support Rating

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 7.9
Based on 16 answers
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Ruud Reinold | TrustRadius Reviewer

In-Person Training

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 4 answers
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
Anonymous | TrustRadius Reviewer

Online Training

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
Anonymous | TrustRadius Reviewer

Implementation Rating

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 6.1
Based on 21 answers
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
Laurent Pret | TrustRadius Reviewer

Alternatives Considered

Aspect Unified IP

We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
Bhosale Deepak | TrustRadius Reviewer

Genesys PureConnect

Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Micheal McComber | TrustRadius Reviewer

Scalability

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 3 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.
Anonymous | TrustRadius Reviewer

Return on Investment

Aspect Unified IP

  • 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 | TrustRadius Reviewer

Genesys PureConnect

  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Blake Dunham | TrustRadius Reviewer

Screenshots

Aspect Unified IP

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