What users are saying about
77 Ratings
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Top Rated
196 Ratings
77 Ratings
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Score 8 out of 100

Genesys PureConnect

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Top Rated
196 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | 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

Incident and problem management

Autotask PSA
7.6
Genesys PureConnect
Organize and prioritize service tickets
Autotask PSA
9.1
Genesys PureConnect
Expert directory
Autotask PSA
7.6
Genesys PureConnect
Service restoration
Autotask PSA
5.6
Genesys PureConnect
Self-service tools
Autotask PSA
7.3
Genesys PureConnect
Subscription-based notifications
Autotask PSA
7.9
Genesys PureConnect
ITSM collaboration and documentation
Autotask PSA
7.8
Genesys PureConnect
ITSM reports and dashboards
Autotask PSA
8.0
Genesys PureConnect

ITSM asset management

Autotask PSA
7.8
Genesys PureConnect
Configuration mangement
Autotask PSA
7.8
Genesys PureConnect
Asset management dashboard
Autotask PSA
8.0
Genesys PureConnect
Policy and contract enforcement
Autotask PSA
7.6
Genesys PureConnect

Change management

Autotask PSA
7.9
Genesys PureConnect
Change requests repository
Autotask PSA
8.1
Genesys PureConnect
Change calendar
Autotask PSA
7.6
Genesys PureConnect
Service-level management
Autotask PSA
8.2
Genesys PureConnect

Contact Center Software

Autotask PSA
Genesys PureConnect
7.7
Agent dashboard
Autotask PSA
Genesys PureConnect
7.2
Validate callers
Autotask PSA
Genesys PureConnect
8.0
Outbound response
Autotask PSA
Genesys PureConnect
7.6
Call forwarding
Autotask PSA
Genesys PureConnect
8.1
Click-to-call (CTC)
Autotask PSA
Genesys PureConnect
7.7
Warm transfer
Autotask PSA
Genesys PureConnect
8.6
Predictive dialing
Autotask PSA
Genesys PureConnect
7.5
Interactive voice response
Autotask PSA
Genesys PureConnect
8.0
REST APIs
Autotask PSA
Genesys PureConnect
7.3
Call scripts
Autotask PSA
Genesys PureConnect
7.5
Call tracking
Autotask PSA
Genesys PureConnect
7.3
Multichannel integration
Autotask PSA
Genesys PureConnect
7.8
CRM software integration
Autotask PSA
Genesys PureConnect
7.2

Workforce Optimization (WFO)

Autotask PSA
Genesys PureConnect
7.5
Inbound call routing
Autotask PSA
Genesys PureConnect
8.1
Omnichannel inbound routing
Autotask PSA
Genesys PureConnect
8.0
Recording
Autotask PSA
Genesys PureConnect
8.0
Quality management
Autotask PSA
Genesys PureConnect
7.8
Call analytics
Autotask PSA
Genesys PureConnect
7.3
Historical reporting
Autotask PSA
Genesys PureConnect
6.8
Live reporting
Autotask PSA
Genesys PureConnect
7.1
Customer surveys
Autotask PSA
Genesys PureConnect
7.3
Customer interaction analytics
Autotask PSA
Genesys PureConnect
6.9

Pros

Autotask PSA

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis | 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

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | TrustRadius Reviewer

Genesys PureConnect

  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
Kristen Reeves | TrustRadius Reviewer

Likelihood to Renew

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.2
Based on 12 answers
It just works! 14 years of working with the product informs my viewpoint. Sure have had their bumps like any other application, but have seen them respond time and again and have seen the product mature.
Jason Neton | TrustRadius Reviewer

Usability

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 7.5
Based on 7 answers
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Ruud Reinold | TrustRadius Reviewer

Reliability and Availability

Autotask PSA

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 3 answers
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Ruud Reinold | TrustRadius Reviewer

Performance

Autotask PSA

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
Based on 3 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 | TrustRadius Reviewer

Support Rating

Autotask PSA

Autotask PSA 8.7
Based on 4 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 5.6
Based on 14 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

Autotask PSA

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.4
Based on 4 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 | TrustRadius Reviewer

Online Training

Autotask PSA

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 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 | TrustRadius Reviewer

Implementation Rating

Autotask PSA

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 6.2
Based on 14 answers
You have to be sure that you choose the right reseller & vendor who can work seemles as one team.
Ruud Reinold | TrustRadius Reviewer

Alternatives Considered

Autotask PSA

Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Ben Nichols | 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

Autotask PSA

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
Most issues we encountered are related to telecom providers or environmental (MPLS nd firewall) issues, not due to product problems.
Ruud Reinold | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | 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

Autotask PSA

Pricing Details

Autotask PSA

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

Autotask PSA
8.3
Genesys PureConnect
8.1

Likelihood to Renew

Autotask PSA
9.0
Genesys PureConnect
8.2

Usability

Autotask PSA
9.0
Genesys PureConnect
7.5

Reliability and Availability

Autotask PSA
Genesys PureConnect
9.1

Performance

Autotask PSA
Genesys PureConnect
8.8

Support Rating

Autotask PSA
8.7
Genesys PureConnect
5.6

In-Person Training

Autotask PSA
Genesys PureConnect
8.4

Online Training

Autotask PSA
Genesys PureConnect
8.3

Implementation Rating

Autotask PSA
Genesys PureConnect
6.2

Scalability

Autotask PSA
Genesys PureConnect
8.3

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