What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
17 Ratings

CustomerSuccessBox

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
17 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.6 out of 100
211 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Likelihood to Recommend

CustomerSuccessBox

It is the best software if you are a b2b software who is planning to scale customer success department and you are running blind on potential threats for renewal. It also helps you understand which customer is not getting value out of your product. I completely recommend this. Go for it!!!!!
Karthik Jairam | 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

Platform & Infrastructure

CustomerSuccessBox
8.5
Genesys PureConnect
API
CustomerSuccessBox
8.6
Genesys PureConnect
Integration with Salesforce.com
CustomerSuccessBox
8.5
Genesys PureConnect

Customer Data Extraction / Integration

CustomerSuccessBox
9.5
Genesys PureConnect
Product usage
CustomerSuccessBox
9.4
Genesys PureConnect
Help desk / support tickets
CustomerSuccessBox
9.6
Genesys PureConnect

Customer Success Management

CustomerSuccessBox
9.1
Genesys PureConnect
NPS surveys
CustomerSuccessBox
7.9
Genesys PureConnect
Sponsor tracking
CustomerSuccessBox
8.8
Genesys PureConnect
Customer profiles
CustomerSuccessBox
9.2
Genesys PureConnect
Automated workflow
CustomerSuccessBox
9.6
Genesys PureConnect
Customer health scoring
CustomerSuccessBox
9.4
Genesys PureConnect
Customer segmentation
CustomerSuccessBox
9.6
Genesys PureConnect

CSM Reporting & Analytics

CustomerSuccessBox
8.8
Genesys PureConnect
Customer health trends
CustomerSuccessBox
9.1
Genesys PureConnect
Engagement analytics
CustomerSuccessBox
8.6
Genesys PureConnect
Revenue forecasting
CustomerSuccessBox
8.1
Genesys PureConnect
Dashboards
CustomerSuccessBox
9.4
Genesys PureConnect

Contact Center Software

CustomerSuccessBox
Genesys PureConnect
8.0
Agent dashboard
CustomerSuccessBox
Genesys PureConnect
7.2
Validate callers
CustomerSuccessBox
Genesys PureConnect
7.9
Outbound response
CustomerSuccessBox
Genesys PureConnect
8.2
Call forwarding
CustomerSuccessBox
Genesys PureConnect
8.0
Click-to-call (CTC)
CustomerSuccessBox
Genesys PureConnect
8.2
Warm transfer
CustomerSuccessBox
Genesys PureConnect
8.5
Predictive dialing
CustomerSuccessBox
Genesys PureConnect
7.9
Interactive voice response
CustomerSuccessBox
Genesys PureConnect
7.8
REST APIs
CustomerSuccessBox
Genesys PureConnect
8.3
Call scripts
CustomerSuccessBox
Genesys PureConnect
8.0
Call tracking
CustomerSuccessBox
Genesys PureConnect
7.5
Multichannel integration
CustomerSuccessBox
Genesys PureConnect
8.0
CRM software integration
CustomerSuccessBox
Genesys PureConnect
7.8

Workforce Optimization (WFO)

CustomerSuccessBox
Genesys PureConnect
7.8
Inbound call routing
CustomerSuccessBox
Genesys PureConnect
8.2
Omnichannel inbound routing
CustomerSuccessBox
Genesys PureConnect
7.9
Recording
CustomerSuccessBox
Genesys PureConnect
8.2
Quality management
CustomerSuccessBox
Genesys PureConnect
8.4
Call analytics
CustomerSuccessBox
Genesys PureConnect
7.3
Historical reporting
CustomerSuccessBox
Genesys PureConnect
7.1
Live reporting
CustomerSuccessBox
Genesys PureConnect
7.8
Customer surveys
CustomerSuccessBox
Genesys PureConnect
7.9
Customer interaction analytics
CustomerSuccessBox
Genesys PureConnect
7.6

Pros

CustomerSuccessBox

  • Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
  • Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
  • They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.
Pushpendra Pal | 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

CustomerSuccessBox

  • Health aggregation delay can be improved.
  • Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
  • Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.
Pushpendra Pal | 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

CustomerSuccessBox

No score
No answers yet
No answers on this topic

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

CustomerSuccessBox

CustomerSuccessBox 9.4
Based on 15 answers
Customer success box is one of the best products we have used as it solves the main problem for us. Use tracking and adoption. The best part about various software integrations is that now we are able to track everything at one single platform with multiple reports, analytics and dashboards.
Anonymous | 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

CustomerSuccessBox

No score
No answers yet
No answers on this topic

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

CustomerSuccessBox

No score
No answers yet
No answers on this topic

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

CustomerSuccessBox

CustomerSuccessBox 9.4
Based on 15 answers
I have created two - three support tickets so far and their response is very very quick. Their team is also very empathetic, understanding and highly motivated towards solving a customer's problem. I would definitely recommend and rate them 10 / 10 for their excellent after sales support. They support for all EST & PST zones.
Karthik Jairam | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 7.7
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

CustomerSuccessBox

No score
No answers yet
No answers on this topic

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

CustomerSuccessBox

No score
No answers yet
No answers on this topic

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

CustomerSuccessBox

No score
No answers yet
No answers on this topic

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

CustomerSuccessBox

CustomerSuccessBox provides a great UI where I can manage all the activities related to a client in a single window.This helps to update and focus on key tasks related to the client.Small insights graph helps to quickly analyze the client's health towards our product.The customizable filters are a great help in sorting the data.
Sachidanand Chaudhary | 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

CustomerSuccessBox

No score
No answers yet
No answers on this topic

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

CustomerSuccessBox

  • It has helped in managing large amount of Client data under single platform.
  • It helped in generating valuable insights from data.
  • It is helpful to take proactive actions.
Sachin Agarwal | 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

CustomerSuccessBox

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$ 499

Genesys PureConnect

General

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

Rating Summary

Likelihood to Recommend

CustomerSuccessBox
9.6
Genesys PureConnect
8.1

Likelihood to Renew

CustomerSuccessBox
Genesys PureConnect
8.6

Usability

CustomerSuccessBox
9.4
Genesys PureConnect
8.6

Reliability and Availability

CustomerSuccessBox
Genesys PureConnect
9.1

Performance

CustomerSuccessBox
Genesys PureConnect
8.8

Support Rating

CustomerSuccessBox
9.4
Genesys PureConnect
7.7

In-Person Training

CustomerSuccessBox
Genesys PureConnect
8.2

Online Training

CustomerSuccessBox
Genesys PureConnect
8.3

Implementation Rating

CustomerSuccessBox
Genesys PureConnect
6.1

Scalability

CustomerSuccessBox
Genesys PureConnect
8.2

Add comparison