Genesys Cloud CX vs. Genesys PureConnect (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Genesys PureConnect (discontinued)
Score 6.1 out of 10
N/A
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.N/A
Pricing
Genesys Cloud CXGenesys PureConnect (discontinued)
Editions & Modules
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
No answers on this topic
Offerings
Pricing Offerings
Genesys Cloud CXGenesys PureConnect (discontinued)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Genesys Cloud CXGenesys PureConnect (discontinued)
Considered Both Products
Genesys Cloud CX
Chose Genesys Cloud CX
Genesys PureConnect was much more customizable than the Genesys Cloud CX product. However it appears that Genesys is doing a good job of filling the gaps between the products and are extremely public with their plans for the Genesys Cloud CX product. The future looks great …
Chose Genesys Cloud CX
It doesn't compare; so many features available at your fingertips with the cloud-based solution.
Chose Genesys Cloud CX
The modernization of the user interface was huge. The contact center team finds Genesys cloud much easier to use. There are so many cool things built in like internal chat and status timers that have made their lives easier since moving over. I will say from an administrations …
Chose Genesys Cloud CX
I have worked with Genesys PureConnect for 6.5 years and I just recently switched over to the cloud version. It has been great using Genesys Cloud CX. No more upgrades to newer versions on PureConnect. This is done automatically in the Genesys Cloud.
Chose Genesys Cloud CX
Most experience with older tech on prem like nortel and avaya and recently discontinued tech from Genesys acquisitions of Interactive Intelligence.
Chose Genesys Cloud CX
Lets be honest Genesys Cloud CX is the only call center solution that offers all features in one package. Every other call center solution you will need to buy a third party add-on for a feature you want. Examples I have seen would be Analytics, Recordings, WFM not included …
Chose Genesys Cloud CX
Genesys stacks up very well. We chose Gcloud for the Cloud.
Chose Genesys Cloud CX
The Genesys Cloud platform is tightly knit in a consistent and easy-to-use UI, whereas others were often bolted together products that had been acquired, resulting in UI inconsistencies and limitations of data sharing. The AppFoundry capabilities enable the benefits of adding …
Chose Genesys Cloud CX
Genesys Cloud CX goes into way more detail than pureconnect did. We are able to do everything we need to all in one tool. We selected Genesys Cloud CX due to the technical advances and resources put into Cloud and how we can assist our customers and even better.
Chose Genesys Cloud CX
Genesys Cloud CX is way better than Genesys PurecCnnect because we eliminate the use of premise servers. Genesys Cloud is also more user-friendly and easier to support.
Chose Genesys Cloud CX
Genesys Cloud is the next generation of PureConnect offering one of the only truly all-in-one platforms with a single interface for business users, agents, supervisors, quality managers, and admins. The ease of use of Genesys Cloud surpasses any other cloud-based contact …
Chose Genesys Cloud CX
Genesys is leading the customer experience market by providing an omnichannel platform to achieve all your complex business goals within it. Sometimes tasks might be duplicated in other solutions but in Genesys Cloud (formerly PureCloud), tasks are done once and it can be …
Chose Genesys Cloud CX
The comparison of sugar is much better since it allows us to interact with the client more clearly and we have better follow-ups since we moved to Genesys. It has proven to be a very easy to use and control application, but sugar also allows us to save more records and steps to …
Chose Genesys Cloud CX
This is a tough question only because the Genesys Cloud product is still young. Genesys as a whole is a very mature company with deep resources dedicated to the evolution of its portfolio. I can tell you that you need not worry about an "upgrade path". The product receives …
Chose Genesys Cloud CX
Five9 doesn't have all the same functionallity, deploy flexibility or updates available in Genesys.
Twilio Flex requires too much configuration to be plug-and-play and the per-usage cost is more expensive than the local SIP trunk alternative.
Zendesk Talk doesn't have an …
Chose Genesys Cloud CX
Genesys Cloud was the leader among many that we were evaluating. Part of the reason is that it had more features that we needed, while each of the other platforms had one thing or another that were trade-offs. Genesys Cloud was also the only platform with a concurrent user …
Chose Genesys Cloud CX
This is really for the same reasons I stated previously. The usability of Genesys Cloud is better with its visual appeal, simplicity, and flexibility. Although I do not have specific complaints about the other systems, I would select PC over them. Another area I appreciate …
Chose Genesys Cloud CX
Genesys Cloud calls are better as compared to those Hard Phones of Cisco System.
Chose Genesys Cloud CX
With a microservices architecture, Genesys Cloud is able to provide higher uptime than the monolithic architecture that InContact has.
Chose Genesys Cloud CX
Genesys Cloud has a user friendly interface and couples well with Jabra solutions.
Chose Genesys Cloud CX
As I've said in other places in this review, we didn't go with Genesys Cloud. This doesn't mean that I would discourage others from doing so assuming that the other factors that have been spelled out in this review line up for your business. If you're looking for something …
Chose Genesys Cloud CX
Reduced project time and costs, limited effort on internal IT.
Chose Genesys Cloud CX
Genesys technology in the cloud is demonstrated and supported by the leaders in the cloud. The tool is still evolving, however, the benefits are enough to achieve operation. The operation is stable and acceptable
Chose Genesys Cloud CX
We have been a PureConnect reseller for almost 2 decades. PureConnect is a tried and true design that allows us to accomplish almost anything the customer can dream up. The issue lies within the cost model.
PureConnect cannot be implemented for smaller companies as it is cost …
Genesys PureConnect (discontinued)
Chose Genesys PureConnect (discontinued)
We used PureConnect before moving to Cloud CX. The PureConnect had more features and functions at the time we switched, but Cloud CX has been making up ground to compete feature to feature with their on-premise solutions.
Top Pros
Top Cons
Features
Genesys Cloud CXGenesys PureConnect (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.1
382 Ratings
3% below category average
Genesys PureConnect (discontinued)
7.9
64 Ratings
6% below category average
Agent dashboard7.9365 Ratings6.755 Ratings
Validate callers7.9318 Ratings7.548 Ratings
Outbound response7.6283 Ratings8.541 Ratings
Call forwarding8.3307 Ratings7.756 Ratings
Click-to-call (CTC)8.4245 Ratings8.043 Ratings
Warm transfer8.5352 Ratings8.357 Ratings
Predictive dialing7.8208 Ratings7.936 Ratings
Interactive voice response8.3299 Ratings8.045 Ratings
REST APIs8.3251 Ratings7.037 Ratings
Call scripts8.4280 Ratings8.539 Ratings
Call tracking8.4343 Ratings7.755 Ratings
Multichannel integration8.3275 Ratings9.044 Ratings
CRM software integration7.8265 Ratings8.038 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
7.8
364 Ratings
6% below category average
Genesys PureConnect (discontinued)
5.5
54 Ratings
40% below category average
Inbound call routing8.5339 Ratings6.551 Ratings
Omnichannel inbound routing8.0257 Ratings6.539 Ratings
Recording8.4344 Ratings4.552 Ratings
Quality management7.9314 Ratings4.546 Ratings
Call analytics7.9325 Ratings3.043 Ratings
Historical reporting7.6338 Ratings5.052 Ratings
Live reporting7.8333 Ratings6.548 Ratings
Customer surveys6.7198 Ratings7.935 Ratings
Customer interaction analytics7.6240 Ratings5.130 Ratings
Best Alternatives
Genesys Cloud CXGenesys PureConnect (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Cloud CXGenesys PureConnect (discontinued)
Likelihood to Recommend
8.6
(406 ratings)
5.3
(116 ratings)
Likelihood to Renew
7.2
(37 ratings)
8.6
(12 ratings)
Usability
9.1
(68 ratings)
7.3
(12 ratings)
Availability
8.4
(6 ratings)
9.1
(3 ratings)
Performance
8.0
(6 ratings)
8.8
(3 ratings)
Support Rating
7.1
(97 ratings)
4.0
(12 ratings)
In-Person Training
7.7
(4 ratings)
8.2
(4 ratings)
Online Training
7.6
(10 ratings)
8.3
(3 ratings)
Implementation Rating
8.2
(18 ratings)
6.1
(7 ratings)
Configurability
8.2
(5 ratings)
9.0
(2 ratings)
Contract Terms and Pricing Model
7.6
(13 ratings)
-
(0 ratings)
Ease of integration
5.3
(7 ratings)
8.1
(2 ratings)
Product Scalability
8.4
(6 ratings)
8.2
(3 ratings)
Professional Services
7.6
(10 ratings)
-
(0 ratings)
Vendor post-sale
8.4
(7 ratings)
8.8
(3 ratings)
Vendor pre-sale
8.4
(7 ratings)
8.8
(3 ratings)
User Testimonials
Genesys Cloud CXGenesys PureConnect (discontinued)
Likelihood to Recommend
Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
Read full review
Discontinued Products
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
Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
Read full review
Discontinued Products
  • 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
Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
Read full review
Discontinued Products
  • 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
Likelihood to Renew
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Read full review
Discontinued Products
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
Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
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Discontinued Products
The interface is only semi user-friendly on almost every front. Agent experience is lacking and we have found many limitations within the system. Workforce forecasting is not as robust as expected. Quality continues to be a struggle. Interaction searches are not robust.
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Reliability and Availability
Genesys
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
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Discontinued Products
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).
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Performance
Genesys
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
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Discontinued Products
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.
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Support Rating
Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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Discontinued Products
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.
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In-Person Training
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
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Discontinued Products
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.
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Online Training
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Discontinued Products
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.
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Implementation Rating
Genesys
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
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Discontinued Products
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.
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Alternatives Considered
Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
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Discontinued Products
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.
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Contract Terms and Pricing Model
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Discontinued Products
No answers on this topic
Scalability
Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
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Discontinued Products
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.
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Professional Services
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
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Discontinued Products
No answers on this topic
Return on Investment
Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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Discontinued Products
  • 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.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Genesys PureConnect (discontinued) Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of