What users are saying about

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Top Rated
127 Ratings

Aspect Workforce Management

20 Ratings
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Score 7.7 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 Workforce Management

If the center I am assisting is less than 200 seats, it is not likely Aspect would make the list because of price. If the contact center is multi-media, there are other products that do a much better job forecasting requirements for emails, outbound and chat. I also don't like that it has so many modules/add-ons that you have to pay extra for. This system is well suited for larger calls centers that are multi-site but not too complex with multi-skills or media types. It would also be a much more appealing product if there was a hosted or SaaS version. it were Hosted.
Wendy Fowler profile photo

Genesys PureConnect

The solution works well in our Contact Centre environment and in areas where there is direct customer contact.
Joseph Potts profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

Aspect Workforce Management
Genesys PureConnect
7.7
Inbound call routing
Aspect Workforce Management
Genesys PureConnect
7.9
Omnichannel inbound routing
Aspect Workforce Management
Genesys PureConnect
8.6
Recording
Aspect Workforce Management
Genesys PureConnect
8.3
Quality management
Aspect Workforce Management
Genesys PureConnect
7.7
Call analytics
Aspect Workforce Management
Genesys PureConnect
8.2
Historical reporting
Aspect Workforce Management
Genesys PureConnect
7.3
Live reporting
Aspect Workforce Management
Genesys PureConnect
7.3
Customer surveys
Aspect Workforce Management
Genesys PureConnect
6.9
Customer interaction analytics
Aspect Workforce Management
Genesys PureConnect
7.3

Pros

  • Scenario based forecasting and staffing models (one of the primary reason why we replaced IEX tool)
  • Communication, alerts to end users; ability to set up text message functions when end users schedule is impacted
  • Ease of use
FERENC CSATLÓS; MBA, PMP profile photo
  • All subsystems integrated in one server. Less server deployments.
  • Easily customizable using Handlers.
  • Organized Technical Support and proper escalation process.
Wong Meng Huei profile photo

Cons

  • Some of the features can be difficult for a new user to learn. Once they have them down, the software functions wonderfully; however, the learning curve can be high.
  • While RTA is a great tool to utilize, the look has not changed in a long time. It has an 'old-school' software appearance that does not match the core system.
  • When dealing with huge sets of data (for example, changing schedules for an entire year for many agents), the software can hang for quite a while. While this is not a frequent occurence and can happen with any application, it can be frustrating for some users.
Rachel Honeywood profile photo
  • Lack of social media integration to PureConnect.
  • Lack of Omnichannel enhancement.
  • Lack of automation, AI bot, AI voice bot.
Wong Meng Huei profile photo

Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
While I support other customers who utilize the software, the response from our customers is over-whelmingly positive. Many customers who have not had any type of workforce management software in the past use spreadsheets to schedule and forecast agents. This can be extremely complicated and a nightmare to control. The time saved by having a product that can quickly complete these functions for you is worth the investment. Also, we have several customers who had no way to track what their agents are doing and have found many problems in their call-center with the software. After rolling out a program where their adherence was tracked and actually 'mattered', they were able to see increased efficency from their agents.
Rachel Honeywood profile photo
Genesys PureConnect9.3
Based on 17 answers
Conversion from the 2.4 platform to 4.0 was quick and easy.
Jef Fletcher profile photo

Usability

Aspect Workforce Management8.0
Based on 1 answer
Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
Rachel Honeywood profile photo
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

Aspect Workforce Management8.0
Based on 1 answer
I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
No photo available
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

Aspect Workforce Management9.0
Based on 1 answer
Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
No photo available
Genesys PureConnect7.1
Based on 9 answers
Mostly went smoothly with the project team.
Andy Breitsprecher profile photo

Alternatives Considered

While I am aware of several competitors, I have not used their software. IEX, Verint, and Cisco are other options among many.
Rachel Honeywood profile photo
CCA was taken over and killed by Oracle so there really is no comparison
Philip Hudson 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

  • Improved service level: By utilizing the forecasting features and scheduling optimizers in the software, service level objections can be increased greatly- especially in a multi-skill environment.
  • Reduced workload for back-office employees: Being able to quickly schedule in bulk, quickly create forecasts, automate reports, and have agents' schedule requests automatically approved or denied can save massive amounts of time.
  • Agent efficency: By providing multiple tools to gauge agents' adherence, you can see massive improvements in the way your call center agents adhere to their schedule; which in turn, improves service level.
Rachel Honeywood 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

Pricing Details

Aspect Workforce Management

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

Aspect Workforce Management 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