What users are saying about
33 Ratings
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Top Rated
241 Ratings
33 Ratings
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Score 7.9 out of 100

Genesys PureConnect

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Top Rated
241 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
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

Five9
7.9
Genesys PureConnect
7.7
Agent dashboard
Five9
7.0
Genesys PureConnect
7.3
Validate callers
Five9
8.0
Genesys PureConnect
8.2
Outbound response
Five9
8.0
Genesys PureConnect
7.5
Call forwarding
Five9
6.0
Genesys PureConnect
8.1
Warm transfer
Five9
7.0
Genesys PureConnect
8.7
Predictive dialing
Five9
8.0
Genesys PureConnect
7.3
Call tracking
Five9
9.0
Genesys PureConnect
7.3
Multichannel integration
Five9
9.0
Genesys PureConnect
7.7
CRM software integration
Five9
9.0
Genesys PureConnect
7.2
Click-to-call (CTC)
Five9
Genesys PureConnect
7.6
Interactive voice response
Five9
Genesys PureConnect
7.9
REST APIs
Five9
Genesys PureConnect
7.2
Call scripts
Five9
Genesys PureConnect
7.5

Workforce Optimization (WFO)

Five9
8.9
Genesys PureConnect
7.5
Inbound call routing
Five9
9.0
Genesys PureConnect
8.0
Recording
Five9
9.0
Genesys PureConnect
8.1
Quality management
Five9
8.6
Genesys PureConnect
7.8
Call analytics
Five9
9.0
Genesys PureConnect
7.3
Historical reporting
Five9
9.0
Genesys PureConnect
6.9
Live reporting
Five9
9.0
Genesys PureConnect
7.1
Omnichannel inbound routing
Five9
Genesys PureConnect
8.0
Customer surveys
Five9
Genesys PureConnect
7.1
Customer interaction analytics
Five9
Genesys PureConnect
6.9

Pros

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | 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

Five9

  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Ariana Thompson | 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

Five9

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 19 answers
I have had hands on experience with Interactive Intelligence since 1997 when they introduced their 1.0 Release of CIC. Since that time the platform has gone through three additional software releases that included the leap from a "boarded" TDM hardware solution to a fully SIP compliant VoIP software solution that has added additional applications along the way such as fully integrated Workforce Management, Process Automation and Real-Time Speech Analytics
David Saidel | TrustRadius Reviewer

Usability

Five9

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 7.7
Based on 9 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

Five9

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 4 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson | TrustRadius Reviewer

Performance

Five9

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
Based on 5 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

Five9

Five9 9.0
Based on 1 answer
The team was always responsive and would quickly offer live call support within 24 hours.
Anonymous | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 5.8
Based on 10 answers
Tier 1 support is typically provided by the channel partner that a customer buys the Interactive Intelligence software from, unless the software is purchased directly from Interactive Intelligence. As such, the level of support can vary from reseller to reseller. I suggest that a buyer thoroughly check with several of the reseller's existing customers to determine how they rate the support provided by that particular reseller. Buying directly from Interactive Intelligence requires that two of a customer's staff go through a series of course on how to install and
troubleshoot the software. The customer's support staff should have experience with Windows servers and some knowledge of VoIP telephony. This is not required if you buy through a reseller.
David Saidel | TrustRadius Reviewer

In-Person Training

Five9

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.5
Based on 5 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

Five9

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 4 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

Five9

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 6.6
Based on 9 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

Five9

Five9 has some of the same features as competitors but offers other features that help users better complete their tasks. This could be tasks such as putting calls on hold, logging calls and reports, and multitasking on the system platform. Overall, Five9 feels very easy to use compared to other software.
Horacio Carcamo | TrustRadius Reviewer

Genesys PureConnect

In our perspective these players were no where in the same league as Genesys and yes I recognize that Genesys eventually bought Echopass. The only thing better was that we could get line by line interaction data on any inbound or outbound answered or abandoned interaction.
Christopher Kaldenberg | TrustRadius Reviewer

Scalability

Five9

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 5 answers
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
David Saidel | TrustRadius Reviewer

Return on Investment

Five9

  • Positive: No need for on-premises equipment, which saves money.
  • Positive: No need for internal maintenance, which saves IT services time.
  • Positive: Fast deployment, switched from an outdated on-premises solution to Five9 easily.
  • Negative: Support services -- we had issues that were not resolved for weeks.
Valery Mezentsau | TrustRadius Reviewer

Genesys PureConnect

  • The product always improves efficiency in call centers due to the strong ACD capabilities and reporting the product offers.
  • Call center features like callbacks and surveys help ROI in a big way for call centers
  • Unified messaging with fax, VM coming all into one's inbox are huge for impact on business users.
  • Information management of contact lists, integration into outlook is great for efficiency.
  • Workforce management applications like Optimizer help organizations schedule, manage and report on teams
  • Dialer is an application used by many financial institutions for collections and other needs. A specialty product on the suite that gets lots of play.
Jason Neton | TrustRadius Reviewer

Screenshots

Pricing Details

Five9

General

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

Genesys PureConnect

General

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

Rating Summary

Likelihood to Recommend

Five9
7.7
Genesys PureConnect
8.0

Likelihood to Renew

Five9
Genesys PureConnect
9.1

Usability

Five9
Genesys PureConnect
7.7

Reliability and Availability

Five9
Genesys PureConnect
9.1

Performance

Five9
Genesys PureConnect
8.8

Support

Five9
9.0
Genesys PureConnect
5.8

In-Person Training

Five9
Genesys PureConnect
8.5

Online Training

Five9
Genesys PureConnect
8.3

Implementation

Five9
Genesys PureConnect
6.6

Scalability

Five9
Genesys PureConnect
8.3

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