Genesys PureConnect (discontinued) vs. Mojo Helpdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Mojo Helpdesk
Score 9.6 out of 10
N/A
Mojo Helpdesk is a relatively simple online help desk / ticketing system aimed at SMBs. It offers an affordable pricing plan starting at $24 for eleven agents, and scales with the number of agents using the software.
$24
per month
Pricing
Genesys PureConnect (discontinued)Mojo Helpdesk
Editions & Modules
No answers on this topic
Mini Me
$0
Includes 10 agents
Professional
$29
Includes 10 agents
Enterprise
$99
Includes 10 agents
Unlimited
$399
Unlimited agents
Offerings
Pricing Offerings
Genesys PureConnect (discontinued)Mojo Helpdesk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Genesys PureConnect (discontinued)Mojo Helpdesk
Top Pros
Top Cons
Features
Genesys PureConnect (discontinued)Mojo Helpdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys PureConnect (discontinued)
7.9
64 Ratings
6% below category average
Mojo Helpdesk
-
Ratings
Agent dashboard6.755 Ratings00 Ratings
Validate callers7.548 Ratings00 Ratings
Outbound response8.541 Ratings00 Ratings
Call forwarding7.756 Ratings00 Ratings
Click-to-call (CTC)8.043 Ratings00 Ratings
Warm transfer8.357 Ratings00 Ratings
Predictive dialing7.936 Ratings00 Ratings
Interactive voice response8.045 Ratings00 Ratings
REST APIs7.037 Ratings00 Ratings
Call scripts8.539 Ratings00 Ratings
Call tracking7.755 Ratings00 Ratings
Multichannel integration9.044 Ratings00 Ratings
CRM software integration8.038 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys PureConnect (discontinued)
5.5
54 Ratings
40% below category average
Mojo Helpdesk
-
Ratings
Inbound call routing6.551 Ratings00 Ratings
Omnichannel inbound routing6.539 Ratings00 Ratings
Recording4.552 Ratings00 Ratings
Quality management4.546 Ratings00 Ratings
Call analytics3.043 Ratings00 Ratings
Historical reporting5.052 Ratings00 Ratings
Live reporting6.548 Ratings00 Ratings
Customer surveys7.935 Ratings00 Ratings
Customer interaction analytics5.130 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Genesys PureConnect (discontinued)
-
Ratings
Mojo Helpdesk
9.8
1 Ratings
22% above category average
Organize and prioritize service tickets00 Ratings10.01 Ratings
Expert directory00 Ratings10.01 Ratings
Subscription-based notifications00 Ratings10.01 Ratings
ITSM collaboration and documentation00 Ratings9.01 Ratings
Ticket creation and submission00 Ratings10.01 Ratings
Ticket response00 Ratings10.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Genesys PureConnect (discontinued)
-
Ratings
Mojo Helpdesk
10.0
1 Ratings
25% above category average
External knowledge base00 Ratings10.01 Ratings
Internal knowledge base00 Ratings10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Genesys PureConnect (discontinued)
-
Ratings
Mojo Helpdesk
10.0
1 Ratings
26% above category average
Customer portal00 Ratings10.01 Ratings
Social integration00 Ratings10.01 Ratings
Email support00 Ratings10.01 Ratings
Help Desk CRM integration00 Ratings10.01 Ratings
Best Alternatives
Genesys PureConnect (discontinued)Mojo Helpdesk
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys PureConnect (discontinued)Mojo Helpdesk
Likelihood to Recommend
5.3
(116 ratings)
10.0
(1 ratings)
Likelihood to Renew
8.6
(12 ratings)
-
(0 ratings)
Usability
7.3
(12 ratings)
-
(0 ratings)
Availability
9.1
(3 ratings)
-
(0 ratings)
Performance
8.8
(3 ratings)
-
(0 ratings)
Support Rating
4.0
(12 ratings)
-
(0 ratings)
In-Person Training
8.2
(4 ratings)
-
(0 ratings)
Online Training
8.3
(3 ratings)
-
(0 ratings)
Implementation Rating
6.1
(7 ratings)
-
(0 ratings)
Configurability
9.0
(2 ratings)
-
(0 ratings)
Ease of integration
8.1
(2 ratings)
-
(0 ratings)
Product Scalability
8.2
(3 ratings)
-
(0 ratings)
Vendor post-sale
8.8
(3 ratings)
-
(0 ratings)
Vendor pre-sale
8.8
(3 ratings)
-
(0 ratings)
User Testimonials
Genesys PureConnect (discontinued)Mojo Helpdesk
Likelihood to Recommend
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
Metadot Corporation
For a small business it is a very good value.
Read full review
Pros
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
Metadot Corporation
  • User friendly- easy to setup and get running.
  • Built in reports to improve and measure customer satisfaction.
  • Always adding new features to enhance the product for the user.
  • Support organization responds quickly to issues and questions.
Read full review
Cons
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
Metadot Corporation
  • The ability to be able to customize the priority level of a ticket. Currently these are set by default and can not be changed.
  • Text box section on the rating to have the option to tell why a low rating was given.
Read full review
Likelihood to Renew
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.
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Metadot Corporation
No answers on this topic
Usability
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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Metadot Corporation
No answers on this topic
Reliability and Availability
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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Metadot Corporation
No answers on this topic
Performance
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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Metadot Corporation
No answers on this topic
Support Rating
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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Metadot Corporation
No answers on this topic
In-Person Training
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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Metadot Corporation
No answers on this topic
Online Training
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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Metadot Corporation
No answers on this topic
Implementation Rating
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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Metadot Corporation
No answers on this topic
Alternatives Considered
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.
Read full review
Metadot Corporation
Price and customer service.
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Scalability
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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Metadot Corporation
No answers on this topic
Return on Investment
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.
Read full review
Metadot Corporation
  • Our company’s improved customer support response times and expert service has helped us make money.
Read full review
ScreenShots

Genesys PureConnect (discontinued) Screenshots

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Mojo Helpdesk Screenshots

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