What users are saying about

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Top Rated
127 Ratings

Aspect Unified IP

9 Ratings
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Score 7.6 out of 101

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Top Rated
127 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

We have worked through most of the initial snags that come with upgrading from PBX. Most of them are process changes that we need to embrace and communicate. In that capacity, it is working well. There is sometimes a frustration knowing how powerful the system can be and not being able to access that power. This is a staff limitation but also, partly, a system limitation. If you have the staff and budget to support some of the preferred customization, it's a great solution.
Colin Pallotta profile photo

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
Genesys PureConnect
7.6
Agent dashboard
Aspect Unified IP
8.5
Genesys PureConnect
6.8
Validate callers
Aspect Unified IP
9.0
Genesys PureConnect
7.7
Outbound response
Aspect Unified IP
9.0
Genesys PureConnect
7.4
Call forwarding
Aspect Unified IP
9.0
Genesys PureConnect
7.8
Click-to-call (CTC)
Aspect Unified IP
9.5
Genesys PureConnect
7.4
Warm transfer
Aspect Unified IP
9.0
Genesys PureConnect
8.2
Predictive dialing
Aspect Unified IP
9.5
Genesys PureConnect
7.8
Interactive voice response
Aspect Unified IP
9.0
Genesys PureConnect
7.5
REST APIs
Aspect Unified IP
9.0
Genesys PureConnect
7.7
Call scripts
Aspect Unified IP
9.0
Genesys PureConnect
7.9
Call tracking
Aspect Unified IP
9.5
Genesys PureConnect
7.9
Multichannel integration
Aspect Unified IP
8.0
Genesys PureConnect
7.4
CRM software integration
Aspect Unified IP
8.5
Genesys PureConnect
7.8

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Genesys PureConnect
7.7
Inbound call routing
Aspect Unified IP
9.0
Genesys PureConnect
7.9
Omnichannel inbound routing
Aspect Unified IP
8.0
Genesys PureConnect
8.6
Recording
Aspect Unified IP
9.5
Genesys PureConnect
8.3
Quality management
Aspect Unified IP
9.0
Genesys PureConnect
7.7
Call analytics
Aspect Unified IP
8.5
Genesys PureConnect
8.2
Historical reporting
Aspect Unified IP
7.5
Genesys PureConnect
7.3
Live reporting
Aspect Unified IP
7.5
Genesys PureConnect
7.3
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
  • Clean administration, supervisor interfaces
  • A recent aggressive push towards fully functional web client
  • Another recent change to improve the help site has been incredibly helpful
Colin Pallotta profile photo

Cons

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria profile photo
  • Customization. There is a real gap between what is included and manageable with the product (with intermediate exposure) and what forces detailed handler changes. Many companies include conversion programs that make some of this easier.
  • Sample configurations (templates) that could be explored and easily implemented as potential add-on/solutions.
  • A more user friendly recorder interface.
Colin Pallotta 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
Easy to use for the most part.
Andy Breitsprecher 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 PureConnect9.1
Based on 4 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
Having a project manager to ensure everything goes smoothly and in a timely manner is extremely important.
Andrew Wooster profile photo

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
In our perspective these players were no where in the same league as Genesys and yes I recognize that Genesys eventually bought Echopass. The only thing better was that we could get line by line interaction data on any inbound or outbound answered or abandoned interaction.
Christopher Kaldenberg 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

  • 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
  • Huge cost savings in not having to hire or outsource staff to answer phones 24x7.
  • Our larger call centers use Interaction Optimizer, a workforce management tool that has allowed them to juggle some staff schedules and avoid hiring additional staff by identifying proper staffing levels and times of peak volume.
  • We have a few large customer contracts that require us to meet SLAs. PureConnect allows us to monitor those service levels in real time and avoid missing SLAs which can be costly in the contracts.
Andy Breitsprecher 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 PureConnect

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

Genesys PureConnect More Information