What users are saying about

Genesys PureConnect

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
138 Ratings
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.7 out of 101

Genesys PureConnect

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
138 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.2 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 PureConnect

Where Genesys shines is when flexibility to make changes is needed. An example that stands out is a significant weather event drove extremely high call volumes into our call centers. On the fly we were able to make routing adjustments which would overflow calls to representatives with availability which provided a much better customer experience.
Brandon McHenry profile photo

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
Genesys PureConnect
7.4
Agent dashboard
Aspect Unified IP
8.5
Genesys PureConnect
7.2
Validate callers
Aspect Unified IP
9.0
Genesys PureConnect
7.6
Outbound response
Aspect Unified IP
9.0
Genesys PureConnect
7.3
Call forwarding
Aspect Unified IP
9.0
Genesys PureConnect
7.3
Click-to-call (CTC)
Aspect Unified IP
9.5
Genesys PureConnect
7.5
Warm transfer
Aspect Unified IP
9.0
Genesys PureConnect
8.3
Predictive dialing
Aspect Unified IP
9.5
Genesys PureConnect
7.0
Interactive voice response
Aspect Unified IP
9.0
Genesys PureConnect
7.4
REST APIs
Aspect Unified IP
9.0
Genesys PureConnect
7.2
Call scripts
Aspect Unified IP
9.0
Genesys PureConnect
7.8
Call tracking
Aspect Unified IP
9.5
Genesys PureConnect
7.7
Multichannel integration
Aspect Unified IP
8.0
Genesys PureConnect
7.5
CRM software integration
Aspect Unified IP
8.5
Genesys PureConnect
7.0

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Genesys PureConnect
7.6
Inbound call routing
Aspect Unified IP
9.0
Genesys PureConnect
7.9
Omnichannel inbound routing
Aspect Unified IP
8.0
Genesys PureConnect
8.2
Recording
Aspect Unified IP
9.5
Genesys PureConnect
8.3
Quality management
Aspect Unified IP
9.0
Genesys PureConnect
7.8
Call analytics
Aspect Unified IP
8.5
Genesys PureConnect
7.5
Historical reporting
Aspect Unified IP
7.5
Genesys PureConnect
7.2
Live reporting
Aspect Unified IP
7.5
Genesys PureConnect
7.4
Customer surveys
Aspect Unified IP
8.5
Genesys PureConnect
6.9
Customer interaction analytics
Aspect Unified IP
9.0
Genesys PureConnect
7.3

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
  • Pureconnect provides a professional interface for multi media contact with customers
  • PureConnect provides real time and historical data to help manage our contact centers
  • PureConnect provide recording and analysis tools to help evaluate customer contact successes
Richard Bosnich 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
  • Work for management module does not allow for level of customization that is needed by Union run Utility call center
Derek Gibson profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 17 answers
Consistently superior performance. Consistent focus on improving and developing product. Consistently superior support. Superior ability to customize and integrate with all levels of a contact center, help desk or service desk
Derek Gibson profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.0
Based on 9 answers
Being able to customize the system to meet our business needs can be done in a number of ways with all the same result, giving us plenty of flexibility.
Andrew Wooster 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
They have been good at times and bad at times. Over the 5 years, I would say support has been a bit of a roller coaster
Andy Breitsprecher 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

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
ININ is a more cost effective solution with less overhead and more out of the box functionality. ININ also had a shorter time frame for getting users and managers up to speed
Andrew Stone 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

  • 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
  • It checks off many necessities on our list.
  • It is a pain with the random problems.
  • Support can be tedious.
Philip Hudson profile photo

Screenshots

Aspect Unified IP

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 PureConnect

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

Genesys PureConnect More Information