What users are saying about
1 Ratings
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Top Rated
196 Ratings
1 Ratings
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Score 10 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

DCDial

Any business can utilize DCDial, however, DCDial is less appropriate for companies that have a very small number of customers and simply do not need a dialer to reach out to them.
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

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

DCDial

  • Payment IVR. Now, there is no need to call us every time when a client wants to make a payment. Now, they can do that on their own at any time.
  • Compliance Suite. DCDial is fully-compliant. Once we've set up our account, we don't have to worry about compliance anymore.
  • Payment Processing. DCDial offers lots of ways to collect payments and the most amazing thing is that they don't charge for payment processing features; they all are included in the plan.
Anonymous | 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

DCDial

  • I'd update their system design a bit to make it more visually appealing but it doesn't impact my productivity.
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

DCDial

No score
No answers yet
No answers on this topic

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

DCDial

No score
No answers yet
No answers on this topic

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

DCDial

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

DCDial

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

DCDial

DCDial 10.0
Based on 1 answer
I gave DCDial the 10/10 rating because our team loves DCDial ever since we had our initial demo with Haze and I personally got really impressed by DCDial's functionality.
Anonymous | 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

DCDial

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

DCDial

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

DCDial

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

DCDial

We have evaluated CallFire, CallHub, CloudTalk, and PhoneBurner, but unlike DCDial, none of them offer Click Campaigns that require us to press each phone number manually (non-automated dialing) to dial a specific person and ensure compliance at the same time. As the debt collection agency, we have to make sure we are fully compliant.
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

DCDial

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

DCDial

  • Our team managed to eliminate the number of unproductive calls.
  • We were able to increase agent connection rates.
  • Inbound callers are happy now because they don't have to wait in a queue (decreased customer wait time).
Anonymous | 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

DCDial

General

Free Trial
Yes
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

DCDial
10.0
Genesys PureConnect
8.1

Likelihood to Renew

DCDial
Genesys PureConnect
8.2

Usability

DCDial
Genesys PureConnect
7.5

Reliability and Availability

DCDial
Genesys PureConnect
9.1

Performance

DCDial
Genesys PureConnect
8.8

Support Rating

DCDial
10.0
Genesys PureConnect
5.6

In-Person Training

DCDial
Genesys PureConnect
8.4

Online Training

DCDial
Genesys PureConnect
8.3

Implementation Rating

DCDial
Genesys PureConnect
6.2

Scalability

DCDial
Genesys PureConnect
8.3

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