Genesys PureConnect (discontinued) vs. QuotaPath

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.

Well suited for getting your sales team visibility on their efforts, it’s great for showing how and why commissions payout as they do with each deal. Adjustments can also be made very quickly on the backend if needed. It’s straightforward and quick to set up and doesn’t require much training, which is very good for smaller-end businesses and sales forces. It doesn’t work well with more nuanced deals that may age multiple pay points or for larger sales forces, and some custom CRMs will have trouble or be incompatible.

Incentivized

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• 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.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

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• We don’t have to calculate commissions in Excel anymore! It takes a fraction of the time it used to calculate commissions. Saves about 1-2 days on month end close. I like that it is easy for me and reps to drill down and see the calculations of their payouts. Reps can see calcs all month long instead of having to wait until the end of the month, so acts as a motivator. Sales managers can manage their direct reports better.
• When I first started using QP, I was not thrilled with the quota attainment reporting for dollars, percent, and team management. I’m glad that they added leaderboards and are working on better reporting. I like the UX and UI of the whole software.
• I like being able to export the following easily to Excel – resolved payouts for all payouts, payouts by rep, and Ledger (ASC 606) info.
• Admins can request that reps acknowledge their plans through QP, which helps with compliance and ensures we are in agreement with calculations. I like that they are adding a docusign feature.
• You can easily adjust earnings if a correction is needed, even after the month is closed. Just make sure you reverse from the end of the process (i.e. undo in ledger, undo the resolved payout, delete the unresolved payout, un-approve the deal).

• 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.

Incentivized

Independently Invited by TrustRadius

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• More workspace roles with the ability to customize what each user is able to do. Currently, there's only member and team manager. The team manager currently has too much power and we want to remove some of the things they're able to do like approve deals.
• When you sync a deal from the CRM, you can override the earnings but you cannot override the field value you're syncing over. It would be great if that was possible.
• When you want to exclude a deal, you have to go in the filters and add a rule to exclude the ID. It would be better if there's an option to reject deals in certain paths as an approver.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

Incentivized

Invited by the Vendor

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I don't have buying decision but we have input on the software or solutions we use and this has been a game changer to review our commissions. Quota Path makes it very easy to ensure we are on target. Saves us a lot of time compared to using spreadsheets

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Independently Invited by TrustRadius

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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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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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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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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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I ran into some issues with setting up an MRR earning path. Their customer service team was readily available to assist, provide guidance and get their hands on our setup, which made getting this up and running much easier. Also (shame on me), I missed a couple of calls with my CSM, Daniel, but he never got frustrated with my absence. In fact, he was always able to reschedule and was flexible with my schedule — when we were able to connect, he was a major, major help.

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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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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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.

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.

Xactly Incent was very difficult to configure. And UI wasn't very friendly. Spiff and CaptivateIQ had a good UI but the learning and coding required was going to be too much for the short window of time before implementation was due. QuotaPath was able to build our comp plans in less than a month so we could focus on the necessary configuration of data in Salesforce.

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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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Invited by the Vendor

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• 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.

• Reduce commission calculations from a full day to minutes
• Provides both managers and reps with insight into their earnings
• Highly flexible plan structuring that allowed us to pay based on our objectives
• While saving money on the elimination of manual commission processing (+/12c days per year) I believe the real payback has been the way it has helped us to better incentivize and motivate our reps

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info