What users are saying about
Top Rated
202 Ratings
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Top Rated
930 Ratings
Top Rated
202 Ratings
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Score 8.2 out of 100

Microsoft Teams

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Top Rated
930 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.4 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

Microsoft Teams

Well Suited: Microsoft Teams is well suited if you have to rigorously collaborate with 10 or more colleagues on a daily basis and even share files, calls and calendars. If you are working in a team and almost every time has to rely or need somebody's advice on the work you are doing, then Microsoft Teams will work as bliss for you and you would love the experience throughout.Not Suited: If your Internet connection with low bandwidths and also having computer systems which are not very great at configurations, I would not recommend this piece to software to you. This can make you feel annoyed and at the same time, miserable if you are not able to connect with right people on right time and in turn working on such a slow pace, which otherwise would have been quite fast on light-weight tool.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.7
Microsoft Teams
Agent dashboard
Genesys PureConnect
7.1
Microsoft Teams
Validate callers
Genesys PureConnect
7.8
Microsoft Teams
Outbound response
Genesys PureConnect
7.8
Microsoft Teams
Call forwarding
Genesys PureConnect
8.0
Microsoft Teams
Click-to-call (CTC)
Genesys PureConnect
7.8
Microsoft Teams
Warm transfer
Genesys PureConnect
8.5
Microsoft Teams
Predictive dialing
Genesys PureConnect
7.7
Microsoft Teams
Interactive voice response
Genesys PureConnect
8.1
Microsoft Teams
REST APIs
Genesys PureConnect
7.6
Microsoft Teams
Call scripts
Genesys PureConnect
7.6
Microsoft Teams
Call tracking
Genesys PureConnect
7.3
Microsoft Teams
Multichannel integration
Genesys PureConnect
7.9
Microsoft Teams
CRM software integration
Genesys PureConnect
7.4
Microsoft Teams

Workforce Optimization (WFO)

Genesys PureConnect
7.6
Microsoft Teams
Inbound call routing
Genesys PureConnect
8.2
Microsoft Teams
Omnichannel inbound routing
Genesys PureConnect
8.0
Microsoft Teams
Recording
Genesys PureConnect
8.1
Microsoft Teams
Quality management
Genesys PureConnect
8.0
Microsoft Teams
Call analytics
Genesys PureConnect
7.3
Microsoft Teams
Historical reporting
Genesys PureConnect
6.9
Microsoft Teams
Live reporting
Genesys PureConnect
7.2
Microsoft Teams
Customer surveys
Genesys PureConnect
7.5
Microsoft Teams
Customer interaction analytics
Genesys PureConnect
7.1
Microsoft Teams

Project Management

Genesys PureConnect
Microsoft Teams
7.2
Task Management
Genesys PureConnect
Microsoft Teams
7.4
Gantt Charts
Genesys PureConnect
Microsoft Teams
6.3
Scheduling
Genesys PureConnect
Microsoft Teams
7.6
Workflow Automation
Genesys PureConnect
Microsoft Teams
6.5
Mobile Access
Genesys PureConnect
Microsoft Teams
8.6
Search
Genesys PureConnect
Microsoft Teams
7.9
Visual planning tools
Genesys PureConnect
Microsoft Teams
6.3

Communication

Genesys PureConnect
Microsoft Teams
7.7
Chat
Genesys PureConnect
Microsoft Teams
8.6
Notifications
Genesys PureConnect
Microsoft Teams
8.0
Discussions
Genesys PureConnect
Microsoft Teams
8.4
Surveys
Genesys PureConnect
Microsoft Teams
7.1
Internal knowledgebase
Genesys PureConnect
Microsoft Teams
6.7
Integrates with GoToMeeting
Genesys PureConnect
Microsoft Teams
7.5
Integrates with Gmail and Google Hangouts
Genesys PureConnect
Microsoft Teams
6.5
Integrates with Outlook
Genesys PureConnect
Microsoft Teams
9.0

File Sharing & Management

Genesys PureConnect
Microsoft Teams
8.1
Versioning
Genesys PureConnect
Microsoft Teams
8.1
Video files
Genesys PureConnect
Microsoft Teams
8.2
Audio files
Genesys PureConnect
Microsoft Teams
8.2
Document collaboration
Genesys PureConnect
Microsoft Teams
8.2
Access control
Genesys PureConnect
Microsoft Teams
8.0
Advanced security features
Genesys PureConnect
Microsoft Teams
8.1
Integrates with Google Drive
Genesys PureConnect
Microsoft Teams
7.3
Device sync
Genesys PureConnect
Microsoft Teams
8.6

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

Microsoft Teams

  • It allows all of the documents for a project to be stored on the cloud and updated in real time, instead of on a network drive where changes are more difficult to track.
  • It allows teams to keep their communication and project files centralized, instead of in disparate places.
Anonymous | TrustRadius Reviewer

Cons

Genesys PureConnect

  • 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.
Anonymous | TrustRadius Reviewer

Microsoft Teams

  • A taskbar widget that allows replies from right clicking the taskbar icon.
  • more GIF engines beyond GIPHY, or a native GIPHY interface complete with mood categories.
  • Recent Chats column collapsible to bubbles with initial before disappearing when narrowing the window, similar to Apple iMessage on Mac software.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Genesys PureConnect

Genesys PureConnect 8.5
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Microsoft Teams

Microsoft Teams 10.0
Based on 2 answers
Microsoft Teams has really shown how it can assist in this current environment but even without so, it is valuable as a tool to connect with individuals and collaborate on conference schedules.
Anonymous | TrustRadius Reviewer

Usability

Genesys PureConnect

Genesys PureConnect 8.0
Based on 8 answers
PureConnect is well suited for organizations who don't want to deploy dozens of servers for a call center. It is very appropriate if you want to be full IP : from the career connexion (SIP trunk) to the phone set. It is less appropriate if your organization is divided into many small teams and you have to manage hundreds of different teams.
Michał Sabat | TrustRadius Reviewer

Microsoft Teams

Microsoft Teams 7.3
Based on 29 answers
The user interface is pretty clean. There is a lot of power to it, but it doesn't take long to to get up and running. It is a bit overwhelming the first time you come at it, especially if you're mainly thinking of it as a replacement of Skype for Business instant messaging. It does that great, along with the other features Skype has, such as video/audio calls and meetings, along with screensharing. But it can do so much more. As you get more and more familiar with the tool, it's fairly straightforward to add additional functionality, like document storage, wiki collaboration, and Planner integration, among other things.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Genesys PureConnect

Genesys PureConnect 9.1
Based on 6 answers
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).
Anonymous | TrustRadius Reviewer

Microsoft Teams

No score
No answers yet
No answers on this topic

Performance

Genesys PureConnect

Genesys PureConnect 8.8
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

Microsoft Teams

No score
No answers yet
No answers on this topic

Support Rating

Genesys PureConnect

Genesys PureConnect 6.8
Based on 15 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

Microsoft Teams

Microsoft Teams 7.7
Based on 123 answers
Microsoft Teams has a good support and an easy system to find answers. There are also tutorials available for learning the basics of the program which is very helpful. Being able to use the program on computers, tablets and mobile devices is very helpful. The whole Outlook 360 package has a good support network which makes integrating new programs into the office easier
Karen Zelzer | TrustRadius Reviewer

In-Person Training

Genesys PureConnect

Genesys PureConnect 8.3
Based on 4 answers
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.
Anonymous | TrustRadius Reviewer

Microsoft Teams

No score
No answers yet
No answers on this topic

Online Training

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
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.
Anonymous | TrustRadius Reviewer

Microsoft Teams

No score
No answers yet
No answers on this topic

Implementation Rating

Genesys PureConnect

Genesys PureConnect 6.1
Based on 21 answers
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.
Laurent Pret | TrustRadius Reviewer

Microsoft Teams

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Microsoft Teams

Personally I'm not a fan of applications that try to do everything. I prefer software that are dedicated to one topic, for instance Adobe PhotoShop is a vast and complex solution for editing images.I think Teams offers comparable quality in terms of audio, video and text chat to software like Skype or Zoom. However, when compared to Jira for planning and Confluence for documentation, Teams doesn't even compete.
Anonymous | TrustRadius Reviewer

Scalability

Genesys PureConnect

Genesys PureConnect 8.2
Based on 3 answers
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.
Anonymous | TrustRadius Reviewer

Microsoft Teams

No score
No answers yet
No answers on this topic

Return on Investment

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

Microsoft Teams

  • Strong ROI- simple to use, makes inter-office communication simple.
  • Like the ease of use/layout of the iPhone app.
  • Great for video calling, screen shares, audio quality is great - saves time and hassle that can be found with many meeting software services.
Anonymous | TrustRadius Reviewer

Screenshots

Microsoft Teams

Pricing Details

Genesys PureConnect

General

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

Genesys PureConnect Editions & Modules

Additional Pricing Details

Microsoft Teams

General

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

Microsoft Teams Editions & Modules

Edition
Free$0.001
Microsoft 365 Business Basic$5.001
Microsoft 365 Business Standard$12.501
Office 365 E3$20.001
  1. Per Month
Additional Pricing Details
Discounts are available for non profit organizations.

Rating Summary

Likelihood to Recommend

Genesys PureConnect
8.0
Microsoft Teams
8.2

Likelihood to Renew

Genesys PureConnect
8.5
Microsoft Teams
10.0

Usability

Genesys PureConnect
8.0
Microsoft Teams
7.3

Reliability and Availability

Genesys PureConnect
9.1
Microsoft Teams

Performance

Genesys PureConnect
8.8
Microsoft Teams

Support Rating

Genesys PureConnect
6.8
Microsoft Teams
7.7

In-Person Training

Genesys PureConnect
8.3
Microsoft Teams

Online Training

Genesys PureConnect
8.3
Microsoft Teams

Implementation Rating

Genesys PureConnect
6.1
Microsoft Teams

Scalability

Genesys PureConnect
8.2
Microsoft Teams

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