What users are saying about
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Top Rated
134 Ratings

ChurnZero

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Top Rated
134 Ratings
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Score 8.1 out of 100
205 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

ChurnZero

ChurnZero simplifies many of the client journeys, like Onboarding and Renewal processes. It is also a great home for all [the] data about a specific client. It is also [well] suited for repetitive emails [and] tasks, as it can automate them for team members. ChurnZero can also alert you of upcoming events within your account or recent account changes. It [...] also [helps] you track anticipated churn or account growth.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Security

ChurnZero
8.2
Genesys PureConnect
Role-based user permissions
ChurnZero
8.2
Genesys PureConnect

Platform & Infrastructure

ChurnZero
8.5
Genesys PureConnect
API
ChurnZero
8.5
Genesys PureConnect
Integration with Salesforce.com
ChurnZero
8.4
Genesys PureConnect

Customer Data Extraction / Integration

ChurnZero
8.2
Genesys PureConnect
Product usage
ChurnZero
8.3
Genesys PureConnect
Help desk / support tickets
ChurnZero
8.2
Genesys PureConnect

Customer Success Management

ChurnZero
8.2
Genesys PureConnect
NPS surveys
ChurnZero
8.5
Genesys PureConnect
Sponsor tracking
ChurnZero
7.4
Genesys PureConnect
Customer profiles
ChurnZero
8.2
Genesys PureConnect
Automated workflow
ChurnZero
8.6
Genesys PureConnect
Internal collaboration
ChurnZero
7.5
Genesys PureConnect
Customer health scoring
ChurnZero
8.6
Genesys PureConnect
Customer segmentation
ChurnZero
8.8
Genesys PureConnect

CSM Reporting & Analytics

ChurnZero
8.1
Genesys PureConnect
Customer health trends
ChurnZero
8.3
Genesys PureConnect
Engagement analytics
ChurnZero
8.2
Genesys PureConnect
Dashboards
ChurnZero
7.6
Genesys PureConnect

Contact Center Software

ChurnZero
Genesys PureConnect
7.8
Agent dashboard
ChurnZero
Genesys PureConnect
7.1
Validate callers
ChurnZero
Genesys PureConnect
7.8
Outbound response
ChurnZero
Genesys PureConnect
8.0
Call forwarding
ChurnZero
Genesys PureConnect
8.0
Click-to-call (CTC)
ChurnZero
Genesys PureConnect
8.0
Warm transfer
ChurnZero
Genesys PureConnect
8.5
Predictive dialing
ChurnZero
Genesys PureConnect
7.8
Interactive voice response
ChurnZero
Genesys PureConnect
8.1
REST APIs
ChurnZero
Genesys PureConnect
7.8
Call scripts
ChurnZero
Genesys PureConnect
7.7
Call tracking
ChurnZero
Genesys PureConnect
7.4
Multichannel integration
ChurnZero
Genesys PureConnect
8.0
CRM software integration
ChurnZero
Genesys PureConnect
7.5

Workforce Optimization (WFO)

ChurnZero
Genesys PureConnect
7.7
Inbound call routing
ChurnZero
Genesys PureConnect
8.2
Omnichannel inbound routing
ChurnZero
Genesys PureConnect
8.0
Recording
ChurnZero
Genesys PureConnect
8.1
Quality management
ChurnZero
Genesys PureConnect
8.1
Call analytics
ChurnZero
Genesys PureConnect
7.3
Historical reporting
ChurnZero
Genesys PureConnect
6.9
Live reporting
ChurnZero
Genesys PureConnect
7.3
Customer surveys
ChurnZero
Genesys PureConnect
7.6
Customer interaction analytics
ChurnZero
Genesys PureConnect
7.3

Pros

ChurnZero

  • Mass communication: ChurnZero helps us quickly and efficiently communicate important information to all of our accounts at once without making it seem like it's coming from some generic marketing team (all love to my marketing friends out there!)
  • Usage data: By being able to sync our customer's product usage with ChurnZero, it allows the customer success team to be proactive with accounts that may be declining in app usage to try and re-engage. Or it can help us identify who is really using our product well and reach out to them to hopefully gain a reference or case study.
  • Note-taking and activity logging: ChurnZero has made it super easy to take notes and log activities for the many accounts we manage. It seems like on nearly every page within the app, there is a function to quickly add a note or create a task for follow up. This allows to really live within the product and easily access notes from past meetings and follow up on tasks that are due soon for our customers.
James O'Neal | TrustRadius Reviewer

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 | TrustRadius Reviewer

Cons

ChurnZero

  • Too much functionality; the system is very robust and requires some time and playing around to get used to.
  • We would love to see user data on a more granular level, but this is a feature that we have not enabled yet.
  • We took a long time to implement ChurnZero, but this was a failure on our organization, not on ChurnZero's side.
  • Our first CSM was okay, but not the greatest, he was replaced before we went live with our new CSM, Chase, who is fantastic!
Greg Watkins | TrustRadius Reviewer

Genesys PureConnect

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ChurnZero

ChurnZero 9.1
Based on 2 answers
It's a great software and tool specialized in helping the company know its customers and prevent them from leaving. It also helps data analysis and automation.
Samuel Hewstone | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.6
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Usability

ChurnZero

ChurnZero 8.0
Based on 21 answers
ChurnZero has a massive variety of features, but it takes time and dedication in setting up the platform. Fortunately, ChurnZero's support model is very helpful in setting everything up.Once the platform is part of the process and everyone on board understands it, it adds great value to our CS work.
Maximilian Celebi | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.6
Based on 9 answers
Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources
Anonymous | TrustRadius Reviewer

Reliability and Availability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Quick response by the CZ team.
Beatriz de Rosa Soares | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 9.1
Based on 6 answers
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).
Anonymous | TrustRadius Reviewer

Performance

ChurnZero

ChurnZero 6.4
Based on 1 answer
No answer on this topic is available.

Genesys PureConnect

Genesys PureConnect 8.8
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

ChurnZero

ChurnZero 8.8
Based on 21 answers
Their customer success team and implementation team are fantastic, and always happy to help.I've not had the best responses from their support team, but I've also not asked the most of them so far. I can't judge their entire team based on the interactions with them that I've had so far
Anonymous | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 7.6
Based on 16 answers
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.
Ruud Reinold | TrustRadius Reviewer

In-Person Training

ChurnZero

ChurnZero 6.4
Based on 1 answer
No answer on this topic is available.

Genesys PureConnect

Genesys PureConnect 8.2
Based on 4 answers
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.
Anonymous | TrustRadius Reviewer

Online Training

ChurnZero

ChurnZero 7.5
Based on 2 answers
The training and onboarding have been very helpful. Since I was not a part of the team when ChurnZero was implemented, it was important to get brought up to speed as quickly as possible and our CSM has been incredibly receptive in that regard.
Ben Butler | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
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.
Anonymous | TrustRadius Reviewer

Implementation Rating

ChurnZero

ChurnZero 6.4
Based on 1 answer
Sometimes, it can be hard to implement other systems to CZ.
Beatriz de Rosa Soares | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 6.1
Based on 21 answers
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.
Laurent Pret | TrustRadius Reviewer

Alternatives Considered

ChurnZero

The in-app messaging based on certain segments was the key differentiator. Also, while they are growing as an organization and expanding their portfolio of customers, they are extremely receptive to product suggestions, most of our suggestions we have given them have been implemented and prioritized to the best of their ability.
Anonymous | TrustRadius Reviewer

Genesys PureConnect

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.
Micheal McComber | TrustRadius Reviewer

Scalability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Easy to escalate.
Beatriz de Rosa Soares | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.2
Based on 3 answers
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.
Anonymous | TrustRadius Reviewer

Return on Investment

ChurnZero

  • Health scores allowed us to measure accounts health and fix issues with accounts at risk due to low usage.
  • Our product team is able to use the activities/events reports to prioritize dev tasks in an efficient way, focusing on features that drive more value and therefore to allocate resources while managing the efforts and costs associated.
tal horovits | TrustRadius Reviewer

Genesys PureConnect

  • 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.
Blake Dunham | TrustRadius Reviewer

Screenshots

Pricing Details

ChurnZero

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

ChurnZero
8.6
Genesys PureConnect
8.0

Likelihood to Renew

ChurnZero
9.1
Genesys PureConnect
8.6

Usability

ChurnZero
8.0
Genesys PureConnect
8.6

Reliability and Availability

ChurnZero
9.1
Genesys PureConnect
9.1

Performance

ChurnZero
6.4
Genesys PureConnect
8.8

Support Rating

ChurnZero
8.8
Genesys PureConnect
7.6

In-Person Training

ChurnZero
6.4
Genesys PureConnect
8.2

Online Training

ChurnZero
7.5
Genesys PureConnect
8.3

Implementation Rating

ChurnZero
6.4
Genesys PureConnect
6.1

Scalability

ChurnZero
9.1
Genesys PureConnect
8.2

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