Call Center Studio vs. Genesys PureConnect (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Call Center Studio
Score 9.0 out of 10
N/A
Call Center Studio is a call center built on Google, a secure and stable system with what the vendor describes as industry best reporting. For companies running a call center operation that are frustrated with the high cost, complexity and difficulty of the conventional systems, Call Center Studio provides a web-based, pay-as-you-go solution running on Google. It is a full-featured enterprise grade system and includes Google’s new Dialogflow and Speech API. Call Center Studio is designed…N/A
Genesys PureConnect (discontinued)
Score 6.1 out of 10
N/A
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.N/A
Pricing
Call Center StudioGenesys PureConnect (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Call Center StudioGenesys PureConnect (discontinued)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Call Center StudioGenesys PureConnect (discontinued)
Top Pros
Top Cons
Features
Call Center StudioGenesys PureConnect (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Call Center Studio
9.5
2 Ratings
13% above category average
Genesys PureConnect (discontinued)
7.9
64 Ratings
6% below category average
Agent dashboard8.92 Ratings6.755 Ratings
Validate callers9.01 Ratings7.548 Ratings
Outbound response9.02 Ratings8.541 Ratings
Call forwarding10.02 Ratings7.756 Ratings
Click-to-call (CTC)10.01 Ratings8.043 Ratings
Warm transfer9.01 Ratings8.357 Ratings
Predictive dialing10.02 Ratings7.936 Ratings
Interactive voice response9.02 Ratings8.045 Ratings
REST APIs9.02 Ratings7.037 Ratings
Call scripts10.02 Ratings8.539 Ratings
Call tracking10.02 Ratings7.755 Ratings
Multichannel integration10.02 Ratings9.044 Ratings
CRM software integration9.02 Ratings8.038 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Call Center Studio
9.4
2 Ratings
13% above category average
Genesys PureConnect (discontinued)
5.5
54 Ratings
40% below category average
Inbound call routing9.02 Ratings6.551 Ratings
Omnichannel inbound routing10.01 Ratings6.539 Ratings
Recording10.02 Ratings4.552 Ratings
Quality management9.02 Ratings4.546 Ratings
Call analytics9.02 Ratings3.043 Ratings
Historical reporting10.02 Ratings5.052 Ratings
Live reporting9.02 Ratings6.548 Ratings
Customer surveys9.02 Ratings7.935 Ratings
Customer interaction analytics9.02 Ratings5.130 Ratings
Best Alternatives
Call Center StudioGenesys PureConnect (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Call Center StudioGenesys PureConnect (discontinued)
Likelihood to Recommend
9.0
(2 ratings)
5.3
(116 ratings)
Likelihood to Renew
-
(0 ratings)
8.6
(12 ratings)
Usability
-
(0 ratings)
7.3
(12 ratings)
Availability
-
(0 ratings)
9.1
(3 ratings)
Performance
-
(0 ratings)
8.8
(3 ratings)
Support Rating
-
(0 ratings)
4.0
(12 ratings)
In-Person Training
-
(0 ratings)
8.2
(4 ratings)
Online Training
-
(0 ratings)
8.3
(3 ratings)
Implementation Rating
-
(0 ratings)
6.1
(7 ratings)
Configurability
-
(0 ratings)
9.0
(2 ratings)
Ease of integration
-
(0 ratings)
8.1
(2 ratings)
Product Scalability
-
(0 ratings)
8.2
(3 ratings)
Vendor post-sale
-
(0 ratings)
8.8
(3 ratings)
Vendor pre-sale
-
(0 ratings)
8.8
(3 ratings)
User Testimonials
Call Center StudioGenesys PureConnect (discontinued)
Likelihood to Recommend
Call Center Studio
+ We need to have make a unique survey implemantation. Like we had many surveys after the call and wanted distrubute randomly since they have such a good technical knowledge, we solved many technical obstacles in couple of days and implemented our survey. - I would like to see the dashboard pinned on my agents desktops.
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Discontinued Products
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.
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Pros
Call Center Studio
  • It has many important functions, such as call management, which allows me to know the calls on hold, incoming calls, time of the call, waiting time of the calls, this way I can have more control of how much time I invest to each client.
  • The function of recording calls is also very important to know my performance with the client and improve in the future.
  • It integrates very well with other applications such as Skype and Salesforce, which are the ones I use.
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Discontinued Products
  • 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.
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Cons
Call Center Studio
  • Dashboards can not be pin to the screen.
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Discontinued Products
  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
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Likelihood to Renew
Call Center Studio
No answers on this topic
Discontinued Products
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
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Usability
Call Center Studio
No answers on this topic
Discontinued Products
The interface is only semi user-friendly on almost every front. Agent experience is lacking and we have found many limitations within the system. Workforce forecasting is not as robust as expected. Quality continues to be a struggle. Interaction searches are not robust.
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Reliability and Availability
Call Center Studio
No answers on this topic
Discontinued Products
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
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Performance
Call Center Studio
No answers on this topic
Discontinued Products
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect). As far as IVR operations, web service calls, database operations: they all operate reasonably.
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Support Rating
Call Center Studio
No answers on this topic
Discontinued Products
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
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In-Person Training
Call Center Studio
No answers on this topic
Discontinued Products
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
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Online Training
Call Center Studio
No answers on this topic
Discontinued Products
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
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Implementation Rating
Call Center Studio
No answers on this topic
Discontinued Products
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
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Alternatives Considered
Call Center Studio
cloud based and more flexible.
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Discontinued Products
Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
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Scalability
Call Center Studio
No answers on this topic
Discontinued Products
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
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Return on Investment
Call Center Studio
  • A tool that has helped me a lot to handle my clients in a faster, more personal and diligent way, being able to increase my sales margins in a short time. The way this program showed me my mistakes, was decisive for the growth of my business, because I knew how to solve the problems efficiently.
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Discontinued Products
  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
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ScreenShots

Call Center Studio Screenshots

Screenshot of Supervisor Screen

Genesys PureConnect (discontinued) Screenshots

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