What users are saying about
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Top Rated
234 Ratings
13 Ratings
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Score 8.1 out of 101

Genesys PureConnect

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Top Rated
234 Ratings
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Score 8.3 out of 101

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

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 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
7.4
Validate callers
Aspect Unified IP
9.0
Genesys PureConnect
8.2
Outbound response
Aspect Unified IP
9.0
Genesys PureConnect
7.4
Call forwarding
Aspect Unified IP
9.0
Genesys PureConnect
8.1
Click-to-call (CTC)
Aspect Unified IP
9.5
Genesys PureConnect
7.6
Warm transfer
Aspect Unified IP
9.0
Genesys PureConnect
8.7
Predictive dialing
Aspect Unified IP
9.5
Genesys PureConnect
7.3
Interactive voice response
Aspect Unified IP
9.0
Genesys PureConnect
7.8
REST APIs
Aspect Unified IP
9.0
Genesys PureConnect
7.2
Call scripts
Aspect Unified IP
9.0
Genesys PureConnect
7.5
Call tracking
Aspect Unified IP
9.5
Genesys PureConnect
7.4
Multichannel integration
Aspect Unified IP
8.0
Genesys PureConnect
7.6
CRM software integration
Aspect Unified IP
8.5
Genesys PureConnect
7.2

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Genesys PureConnect
7.4
Inbound call routing
Aspect Unified IP
9.0
Genesys PureConnect
8.0
Omnichannel inbound routing
Aspect Unified IP
8.0
Genesys PureConnect
8.0
Recording
Aspect Unified IP
9.5
Genesys PureConnect
8.1
Quality management
Aspect Unified IP
9.0
Genesys PureConnect
7.7
Call analytics
Aspect Unified IP
8.5
Genesys PureConnect
7.3
Historical reporting
Aspect Unified IP
7.5
Genesys PureConnect
6.9
Live reporting
Aspect Unified IP
7.5
Genesys PureConnect
7.1
Customer surveys
Aspect Unified IP
8.5
Genesys PureConnect
7.1
Customer interaction analytics
Aspect Unified IP
9.0
Genesys PureConnect
6.8

Pros

Aspect Unified IP

  • 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

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 profile photo

Cons

Aspect Unified IP

  • It needs build-in seamlessness of Channel - Omni channel is still not available
  • Aspect services are costly
  • Need to add AIML in Aspect
Bhosale Deepak profile photo

Genesys PureConnect

  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
Kristen Reeves profile photo

Likelihood to Renew

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.2
Based on 19 answers
I have had hands on experience with Interactive Intelligence since 1997 when they introduced their 1.0 Release of CIC. Since that time the platform has gone through three additional software releases that included the leap from a "boarded" TDM hardware solution to a fully SIP compliant VoIP software solution that has added additional applications along the way such as fully integrated Workforce Management, Process Automation and Real-Time Speech Analytics
David Saidel profile photo

Usability

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 7.7
Based on 9 answers
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Ruud Reinold profile photo

Reliability and Availability

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 4 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson profile photo

Performance

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 5.9
Based on 10 answers
Tier 1 support is typically provided by the channel partner that a customer buys the Interactive Intelligence software from, unless the software is purchased directly from Interactive Intelligence. As such, the level of support can vary from reseller to reseller. I suggest that a buyer thoroughly check with several of the reseller's existing customers to determine how they rate the support provided by that particular reseller. Buying directly from Interactive Intelligence requires that two of a customer's staff go through a series of course on how to install and
troubleshoot the software. The customer's support staff should have experience with Windows servers and some knowledge of VoIP telephony. This is not required if you buy through a reseller.
David Saidel profile photo

In-Person Training

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.6
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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 6.7
Based on 9 answers
You have to be sure that you choose the right reseller & vendor who can work seemles as one team.
Ruud Reinold profile photo

Alternatives Considered

Aspect Unified IP

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

Genesys PureConnect

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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 5 answers
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
David Saidel profile photo

Return on Investment

Aspect Unified IP

  • 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

Genesys PureConnect

  • The product always improves efficiency in call centers due to the strong ACD capabilities and reporting the product offers.
  • Call center features like callbacks and surveys help ROI in a big way for call centers
  • Unified messaging with fax, VM coming all into one's inbox are huge for impact on business users.
  • Information management of contact lists, integration into outlook is great for efficiency.
  • Workforce management applications like Optimizer help organizations schedule, manage and report on teams
  • Dialer is an application used by many financial institutions for collections and other needs. A specialty product on the suite that gets lots of play.
Jason Neton 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

Genesys PureConnect

General

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

Rating Summary

Likelihood to Recommend

Aspect Unified IP
8.4
Genesys PureConnect
8.0

Likelihood to Renew

Aspect Unified IP
Genesys PureConnect
9.2

Usability

Aspect Unified IP
Genesys PureConnect
7.7

Reliability and Availability

Aspect Unified IP
Genesys PureConnect
9.1

Performance

Aspect Unified IP
Genesys PureConnect
8.8

Support

Aspect Unified IP
Genesys PureConnect
5.9

In-Person Training

Aspect Unified IP
Genesys PureConnect
8.6

Online Training

Aspect Unified IP
Genesys PureConnect
8.2

Implementation

Aspect Unified IP
Genesys PureConnect
6.7

Scalability

Aspect Unified IP
Genesys PureConnect
8.3

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