What users are saying about

Genesys PureConnect

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Top Rated
138 Ratings
20 Ratings
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Score 7.7 out of 101

Genesys PureConnect

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Top Rated
138 Ratings
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Score 8.2 out of 101

Add comparison

Likelihood to Recommend

Aspect Workforce Management

I would say Aspect is less appropriate with smaller businesses or businesses with a smaller amount of clients. Aspect is really useful if you have a lot of customers and employees as you have to schedule the employee breaks and time off around the business needs. A lot of smaller businesses don't need that ability since they might not have the demanding customers like a lot of larger companies would have.
No photo available

Genesys PureConnect

We are happy with the solution and the functionality. It is well suited for mid to larger contact centers with a demand for a single solution that can cater for all needs within the contact center area. The product development pipeline seems to be well geared for new and upcoming technologies, even if the core product has been in the market for a long period of time. The solution requires skilled key users and administrators and can be costly, especially for smaller teams and organizations that will roll out the solution to distributed sites.
Jakob Ingvaldsen profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

Aspect Workforce Management
Genesys PureConnect
7.6
Inbound call routing
Aspect Workforce Management
Genesys PureConnect
7.9
Omnichannel inbound routing
Aspect Workforce Management
Genesys PureConnect
8.2
Recording
Aspect Workforce Management
Genesys PureConnect
8.3
Quality management
Aspect Workforce Management
Genesys PureConnect
7.8
Call analytics
Aspect Workforce Management
Genesys PureConnect
7.5
Historical reporting
Aspect Workforce Management
Genesys PureConnect
7.2
Live reporting
Aspect Workforce Management
Genesys PureConnect
7.4
Customer surveys
Aspect Workforce Management
Genesys PureConnect
6.9
Customer interaction analytics
Aspect Workforce Management
Genesys PureConnect
7.3

Pros

  • Long range forecasting as well as forecasting using multiple models.
  • Schedule Testing - Being able to test your current or proposed schedules against various forecasts.
  • Real-Time Tracking, a lot of insight is given around if an agent was available and when.
Jason Reaves profile photo
  • PureConnect is able to have customized code built to help achieve specific requirements for company-specific needs.
  • The administrative, supervisory, and user interfaces are straightforward, and can also be customized at a group or individual level.
  • PureConnect has been quite stable, which is required for a call centre platform.
  • There are extensive help files and documentation to aid the users, which reduces the need for support tickets.
Kristopher Kauth profile photo

Cons

  • Easier usability. Aspect has been working with Microsoft to make the platform look and feel more like any other MS Office Product, but there is much room for improvement.
  • Drag and Drop features would be a useful option. Allowing schedules to be modified by drag and drop segments, would improve the speed at which changes occur.
  • MS Outlook integration, where schedule changes can be emailed automatically to agents.
Jason Reaves profile photo
  • Realtime information
  • Reporting
Lionel Florence profile photo

Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
I do not currently use the product. My clients do and it is a good tool if you use it the right way.
Wendy Fowler profile photo
Genesys PureConnect9.3
Based on 17 answers
We are satisfied with the platform as a whole and not looking to replace.
Ruud Reinold 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
My long history of success with I3 which included custom adhoc reporting, internal customization, over all support received, integration of all aspects of system
Derek Gibson 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
Genesys support is always helpful and ready to tackle any issues immediately.
Andrew Wooster 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

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
Having a project manager to ensure everything goes smoothly and in a timely manner is extremely important.
Andrew Wooster profile photo

Alternatives Considered

One of the primary reason why we selected Aspect eWFM solution was because of the scenario based modeling functionality. In other solutions (such as IEX, Blue Pumpin..etc) this functionality is not available. In our industry it was critical to be able to use scenario based modeling and quickly react the call volume spikes.
FERENC CSATLÓS; MBA, PMP 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

  • The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
  • The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
  • Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)
FERENC CSATLÓS; MBA, PMP profile photo
  • Custom Kiosk application using generic interaction for walk in customers improved the efficiency of the lobby staff by almost 200%
  • QA tools allow for automation of many aspects and the efficient management of scoring and recording .
  • Manages all types of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
  • Manages reporting on of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
  • Centralized support tools allow for small staff to support and administer all parts of the system
  • Integration of all modules allows for active, real time passing of data to provide real time speech analytics, qa, reporting, workforce management and general interaction management
Derek Gibson profile photo

Screenshots

Aspect Workforce Management

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