What users are saying about
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Top Rated
207 Ratings

ChurnZero

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Top Rated
207 Ratings
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Score 8.1 out of 100
210 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Security

    9.1

    ChurnZero

    91%

    Genesys PureConnect

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 1/1 features

    Role-based user permissions

    9.1
    91%
    134 Ratings
    N/A
    0 Ratings

    Platform & Infrastructure

    8.7

    ChurnZero

    87%

    Genesys PureConnect

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 2/2 features

    API

    8.8
    88%
    117 Ratings
    N/A
    0 Ratings

    Integration with Salesforce.com

    8.7
    87%
    119 Ratings
    N/A
    0 Ratings

    Customer Data Extraction / Integration

    7.4

    ChurnZero

    74%

    Genesys PureConnect

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 2/2 features

    Product usage

    7.9
    79%
    155 Ratings
    N/A
    0 Ratings

    Help desk / support tickets

    6.9
    69%
    124 Ratings
    N/A
    0 Ratings

    Customer Success Management

    8.2

    ChurnZero

    82%

    Genesys PureConnect

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 7/7 features

    NPS surveys

    8.4
    84%
    139 Ratings
    N/A
    0 Ratings

    Sponsor tracking

    7.0
    70%
    54 Ratings
    N/A
    0 Ratings

    Customer profiles

    8.3
    83%
    151 Ratings
    N/A
    0 Ratings

    Automated workflow

    8.4
    84%
    155 Ratings
    N/A
    0 Ratings

    Internal collaboration

    8.0
    80%
    127 Ratings
    N/A
    0 Ratings

    Customer health scoring

    8.3
    83%
    158 Ratings
    N/A
    0 Ratings

    Customer segmentation

    8.8
    88%
    154 Ratings
    N/A
    0 Ratings

    CSM Reporting & Analytics

    7.9

    ChurnZero

    79%

    Genesys PureConnect

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 4/4 features

    Customer health trends

    7.9
    79%
    152 Ratings
    N/A
    0 Ratings

    Engagement analytics

    8.3
    83%
    150 Ratings
    N/A
    0 Ratings

    Revenue forecasting

    7.7
    77%
    24 Ratings
    N/A
    0 Ratings

    Dashboards

    7.7
    77%
    156 Ratings
    N/A
    0 Ratings

    Contact Center Software

    ChurnZero

    Feature Set Not Supported
    N/A
    7.2

    Genesys PureConnect

    72%
    Genesys PureConnect ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    6.0
    60%
    52 Ratings

    Validate callers

    N/A
    0 Ratings
    7.1
    71%
    46 Ratings

    Outbound response

    N/A
    0 Ratings
    6.7
    67%
    39 Ratings

    Call forwarding

    N/A
    0 Ratings
    7.9
    79%
    53 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    5.7
    57%
    42 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.4
    84%
    54 Ratings

    Predictive dialing

    N/A
    0 Ratings
    6.9
    69%
    35 Ratings

    Interactive voice response

    N/A
    0 Ratings
    7.2
    72%
    42 Ratings

    REST APIs

    N/A
    0 Ratings
    7.9
    79%
    35 Ratings

    Call scripts

    N/A
    0 Ratings
    7.0
    70%
    37 Ratings

    Call tracking

    N/A
    0 Ratings
    7.9
    79%
    52 Ratings

    Multichannel integration

    N/A
    0 Ratings
    7.1
    71%
    42 Ratings

    CRM software integration

    N/A
    0 Ratings
    7.4
    74%
    36 Ratings

    Workforce Optimization (WFO)

    ChurnZero

    Feature Set Not Supported
    N/A
    7.5

    Genesys PureConnect

    75%
    Genesys PureConnect ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.2
    82%
    49 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.0
    80%
    37 Ratings

    Recording

    N/A
    0 Ratings
    8.6
    86%
    50 Ratings

    Quality management

    N/A
    0 Ratings
    7.2
    72%
    44 Ratings

    Call analytics

    N/A
    0 Ratings
    7.6
    76%
    41 Ratings

    Historical reporting

    N/A
    0 Ratings
    7.3
    73%
    50 Ratings

    Live reporting

    N/A
    0 Ratings
    8.2
    82%
    46 Ratings

    Customer surveys

    N/A
    0 Ratings
    6.4
    64%
    34 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    6.2
    62%
    29 Ratings

    Attribute Ratings

    • ChurnZero is rated higher in 6 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating, Implementation Rating, Product Scalability, Vendor post-sale
    • Genesys PureConnect is rated higher in 6 areas: Usability, Performance, In-Person Training, Online Training, Configurability, Ease of integration
    • ChurnZero and Genesys PureConnect are tied in 1 area: Availability

    Likelihood to Recommend

    8.5

    ChurnZero

    85%
    162 Ratings
    7.5

    Genesys PureConnect

    75%
    113 Ratings

    Likelihood to Renew

    9.1

    ChurnZero

    91%
    2 Ratings
    8.6

    Genesys PureConnect

    86%
    12 Ratings

    Usability

    8.0

    ChurnZero

    80%
    75 Ratings
    8.8

    Genesys PureConnect

    88%
    9 Ratings

    Availability

    9.1

    ChurnZero

    91%
    1 Rating
    9.1

    Genesys PureConnect

    91%
    6 Ratings

    Performance

    6.4

    ChurnZero

    64%
    1 Rating
    8.8

    Genesys PureConnect

    88%
    6 Ratings

    Support Rating

    8.0

    ChurnZero

    80%
    75 Ratings
    7.9

    Genesys PureConnect

    79%
    16 Ratings

    In-Person Training

    6.4

    ChurnZero

    64%
    1 Rating
    8.2

    Genesys PureConnect

    82%
    4 Ratings

    Online Training

    7.3

    ChurnZero

    73%
    2 Ratings
    8.3

    Genesys PureConnect

    83%
    3 Ratings

    Implementation Rating

    6.4

    ChurnZero

    64%
    1 Rating
    6.1

    Genesys PureConnect

    61%
    21 Ratings

    Configurability

    6.4

    ChurnZero

    64%
    1 Rating
    9.0

    Genesys PureConnect

    90%
    2 Ratings

    Ease of integration

    7.3

    ChurnZero

    73%
    1 Rating
    8.1

    Genesys PureConnect

    81%
    2 Ratings

    Product Scalability

    9.1

    ChurnZero

    91%
    1 Rating
    8.2

    Genesys PureConnect

    82%
    3 Ratings

    Vendor post-sale

    9.1

    ChurnZero

    91%
    1 Rating
    8.8

    Genesys PureConnect

    88%
    3 Ratings

    Vendor pre-sale

    ChurnZero

    N/A
    0 Ratings
    8.8

    Genesys PureConnect

    88%
    3 Ratings

    Likelihood to Recommend

    ChurnZero

    For companies just beginning to implement Customer Success Managers and looking to fight churn, ChurnZero is a great first step! Very user-friendly and an all-in-one multitool that offers endless value to a team. I believe Account Managers/Executives can find a lot of value in this software as well, specifically in upsells and being more informed on accounts.
    Read full review

    Genesys

    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.
    Read full review

    Pros

    ChurnZero

    • Allows for flexible creation of user milestones and metrics that we want to keep track of as a company.
    • Provides a complete picture of customer activity.
    • Enables our team to work on our individual tasks while utilizing our data to provide efficient and insightful reporting metrics.
    Read full review

    Genesys

    • 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.
    Read full review

    Cons

    ChurnZero

    • This is not an implementation process that can be handled by one person unless they are given time. The process can be dev-less, but, it's going to be important to put a team on this implementation process to make sure that all bases are covered.
    Read full review

    Genesys

    • 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.
    Read full review

    Pricing Details

    ChurnZero

    Starting Price

    Editions & Modules

    ChurnZero editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      Genesys PureConnect

      Starting Price

      Editions & Modules

      Genesys PureConnect editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        ChurnZero

        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.
        Read full review

        Genesys

        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.
        Read full review

        Usability

        ChurnZero

        ChurnZero has an easy-to-use powerful interface. It takes the guesswork out of understanding who is getting use of their subscription versus those who will most likely not renew. It allows me to proactively contact my clients to try and turn things around before the renewal process or upgrade those clients who are using their subscriptions.
        Read full review

        Genesys

        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
        Read full review

        Reliability and Availability

        ChurnZero

        Quick response by the CZ team.
        Read full review

        Genesys

        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).
        Read full review

        Performance

        ChurnZero

        No answers on this topic

        Genesys

        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.
        Read full review

        Support Rating

        ChurnZero

        I have not worked directly with their tech support, but our CSMs from ChurnZero, Krista, and Madison have been wonderful to work with in helping us with the adoption of the software. Other people on our team have worked with their tech support and had generally good experiences.
        Read full review

        Genesys

        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.
        Read full review

        In-Person Training

        ChurnZero

        No answers on this topic

        Genesys

        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.
        Read full review

        Online Training

        ChurnZero

        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.
        Read full review

        Genesys

        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.
        Read full review

        Implementation Rating

        ChurnZero

        Sometimes, it can be hard to implement other systems to CZ.
        Read full review

        Genesys

        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.
        Read full review

        Alternatives Considered

        ChurnZero

        Gainsight CS and Gainsight PX are both amazing platforms in their own right, but the integrations between the two are still (many years post-acquisition of aptrinsic) just okay. Gainsight is certainly moving in the right direction, with its acquisition of inside for example. But the behemoth platform is still a few years away from being a true single pane of glass. From an ops perspective, seeing that ChurnZero had many of these elements married into a single platform was comforting. Things just work and the UX/UI greatly benefits from having the tools integrated. Where in Gainsight, if I wanted to make a multi-channel touch campaign within Journey Orchestrator, I'd need to set aside at least an hour (if not more - if the audience for that JO was going to be complex) to build out a proper journey. ChurnZero makes building these journeys extremely easy. Even the building of audiences is easy. In fact, the Segments feature alone within ChurnZero is just lightyears better than what I was working on within Gainsight, plus it's something I was able to empower my CSMs to be able to use.
        Read full review

        Genesys

        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.
        Read full review

        Scalability

        ChurnZero

        Easy to escalate.
        Read full review

        Genesys

        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.
        Read full review

        Return on Investment

        ChurnZero

        • Comprehensive Health Scoring allows us to react quickly to potential issues, saving customers before they become truly at risk. This helps us retain more customers/ARR.
        • Better internal collaboration - With the sync of many fields within SFDC and ChurnZero, allows for better collaboration and visibility of what the other members of the Account Team are working on.
        • CS productivity - CSMs and Scaled CS are now more productive because we have been able to automate many tasks/emails while still giving a personalized touch.
        Read full review

        Genesys

        • 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.
        Read full review

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