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

Genesys PureConnect

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
242 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Genesys PureEngage

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
229 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

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

Genesys PureEngage

Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Steve Bagdanovich | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.7
Genesys PureEngage
7.7
Agent dashboard
Genesys PureConnect
7.3
Genesys PureEngage
7.5
Validate callers
Genesys PureConnect
8.2
Genesys PureEngage
7.8
Outbound response
Genesys PureConnect
7.5
Genesys PureEngage
7.4
Call forwarding
Genesys PureConnect
8.1
Genesys PureEngage
7.7
Click-to-call (CTC)
Genesys PureConnect
7.6
Genesys PureEngage
7.5
Warm transfer
Genesys PureConnect
8.7
Genesys PureEngage
7.6
Predictive dialing
Genesys PureConnect
7.3
Genesys PureEngage
7.6
Interactive voice response
Genesys PureConnect
7.9
Genesys PureEngage
8.0
REST APIs
Genesys PureConnect
7.2
Genesys PureEngage
7.7
Call scripts
Genesys PureConnect
7.5
Genesys PureEngage
7.4
Call tracking
Genesys PureConnect
7.3
Genesys PureEngage
7.8
Multichannel integration
Genesys PureConnect
7.7
Genesys PureEngage
8.2
CRM software integration
Genesys PureConnect
7.2
Genesys PureEngage
7.4

Workforce Optimization (WFO)

Genesys PureConnect
7.4
Genesys PureEngage
7.4
Inbound call routing
Genesys PureConnect
8.0
Genesys PureEngage
8.1
Omnichannel inbound routing
Genesys PureConnect
8.0
Genesys PureEngage
8.0
Recording
Genesys PureConnect
8.1
Genesys PureEngage
7.0
Quality management
Genesys PureConnect
7.8
Genesys PureEngage
6.9
Call analytics
Genesys PureConnect
7.3
Genesys PureEngage
7.2
Historical reporting
Genesys PureConnect
6.8
Genesys PureEngage
7.5
Live reporting
Genesys PureConnect
7.1
Genesys PureEngage
7.5
Customer surveys
Genesys PureConnect
7.2
Genesys PureEngage
7.3
Customer interaction analytics
Genesys PureConnect
6.9
Genesys PureEngage
7.4

Pros

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

Genesys PureEngage

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Suresh K.S Kumar | TrustRadius Reviewer

Cons

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

Genesys PureEngage

  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Mike Bailey | TrustRadius Reviewer

Likelihood to Renew

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

Genesys PureEngage

Genesys PureEngage 7.0
Based on 15 answers
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
Apostol Savu | TrustRadius Reviewer

Usability

Genesys PureConnect

Genesys PureConnect 7.6
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

Genesys PureEngage

Genesys PureEngage 7.0
Based on 9 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys PureEngage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Apostol Savu | TrustRadius Reviewer

Reliability and Availability

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

Genesys PureEngage

Genesys PureEngage 7.8
Based on 3 answers
No answer on this topic is available.

Performance

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

Genesys PureEngage

Genesys PureEngage 6.9
Based on 2 answers
No answer on this topic is available.

Support Rating

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

Genesys PureEngage

Genesys PureEngage 7.0
Based on 11 answers
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
eugene thai | TrustRadius Reviewer

In-Person Training

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

Genesys PureEngage

Genesys PureEngage 8.1
Based on 2 answers
No answer on this topic is available.

Online Training

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

Genesys PureEngage

Genesys PureEngage 7.3
Based on 1 answer
No answer on this topic is available.

Implementation Rating

Genesys PureConnect

Genesys PureConnect 6.5
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

Genesys PureEngage

Genesys PureEngage 7.2
Based on 7 answers
Implementation on Genesys PureEngage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | TrustRadius Reviewer

Alternatives Considered

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

Genesys PureEngage

Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably do with a Genesys solution.
Robert D'Alessandro | TrustRadius Reviewer

Scalability

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

Genesys PureEngage

Genesys PureEngage 7.3
Based on 2 answers
No answer on this topic is available.

Return on Investment

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

Genesys PureEngage

  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
Sharon Woodard | TrustRadius Reviewer

Screenshots

Pricing Details

Genesys PureConnect

General

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

Genesys PureEngage

General

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

Rating Summary

Likelihood to Recommend

Genesys PureConnect
8.0
Genesys PureEngage
8.4

Likelihood to Renew

Genesys PureConnect
9.1
Genesys PureEngage
7.0

Usability

Genesys PureConnect
7.6
Genesys PureEngage
7.0

Reliability and Availability

Genesys PureConnect
9.1
Genesys PureEngage
7.8

Performance

Genesys PureConnect
8.8
Genesys PureEngage
6.9

Support Rating

Genesys PureConnect
5.8
Genesys PureEngage
7.0

In-Person Training

Genesys PureConnect
8.5
Genesys PureEngage
8.1

Online Training

Genesys PureConnect
8.3
Genesys PureEngage
7.3

Implementation Rating

Genesys PureConnect
6.5
Genesys PureEngage
7.2

Scalability

Genesys PureConnect
8.3
Genesys PureEngage
7.3

Add comparison