Genesys PureConnect vs Raiseaticket | TrustRadius

What users are saying about

Score 8.4 out of 10

Based on 201 reviews and ratings

Score 10 out of 10

Based on 1 reviews and ratings

Feature Rating Comparison

Genesys PureConnect

Raiseaticket

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Genesys PureConnect

Raiseaticket

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Genesys PureConnect

Raiseaticket

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Genesys PureConnect

Raiseaticket

Internal knowledge base

Genesys PureConnect

Raiseaticket

Customer portal

Email support

Help Desk CRM integration

Pros

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.

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Shahbaz Chughtai

IT Manager

Gulf Contact CentersOutsourcing/Offshoring, 51-200 employees

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Keep track of threads and pinpoint similar issues already raised.
Reporting is extremely good and holds all the info you'll need.
Developers take on-board feedback. After a year, we're still getting new features which we didn't even think we needed.

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Senior ICT Executive

Centrecom - Premium Customer Service SolutionsOutsourcing/Offshoring, 201-500 employees

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Cons

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.

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Personal Property Appraiser

Halifax County TaxGovernment Administration, 11-50 employees

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Pre-set templates could use a bit of a revamp, but nothing major.

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Senior ICT Executive

Centrecom - Premium Customer Service SolutionsOutsourcing/Offshoring, 201-500 employees

View all 1 answers on this topic

Likelihood to Renew

Genesys PureConnect 8.5

Based on 12 answers

It just works! 14 years of working with the product informs my viewpoint. Sure have had their bumps like any other application, but have seen them respond time and again and have seen the product mature.

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Director - Support Services

Adapt Telephony Services, LLCInformation Technology and Services, 51-200 employees

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No score

No answers yet

No answers on this topic

Usability

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.

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Network System Administrator

QuadPrinting, 10,001+ employees

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No score

No answers yet

No answers on this topic

Reliability and Availability

Genesys PureConnect 9.1

Based on 3 answers

Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.

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Telecom Services Manager

Capquest Group LtdFinancial Services, 201-500 employees

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No score

No answers yet

No answers on this topic

Performance

Genesys PureConnect 8.8

Based on 3 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.

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Telecom Services Manager

Capquest Group LtdFinancial Services, 201-500 employees

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No score

No answers yet

No answers on this topic

Support Rating

Genesys PureConnect 6.6

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.

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Telecom Services Manager

Capquest Group LtdFinancial Services, 201-500 employees

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No score

No answers yet

No answers on this topic

In-Person Training

Genesys PureConnect 8.3

Based on 4 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.

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Telecom Services Manager

Capquest Group LtdFinancial Services, 201-500 employees

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No score

No answers yet

No answers on this topic

Online Training

Genesys PureConnect 8.3

Based on 3 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.

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Telecom Services Manager

Capquest Group LtdFinancial Services, 201-500 employees

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No score

No answers yet

No answers on this topic

Implementation Rating

Genesys PureConnect 6.1

Based on 14 answers

You have to be sure that you choose the right reseller & vendor who can work seemles as one team.

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Telecom Services Manager

Capquest Group LtdFinancial Services, 201-500 employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

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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Micheal McComber

Network Engineer VOIP Level 3

Sutter HealthHospital & Health Care, 10,001+ employees

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Raiseaticket was cheaper, more versatile, and easier to use without compromising any of the features that the other programs offer. Also, the system is still growing, so there's a huge potential for this software to grow as well and become a leader in the email management systems market.

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Senior ICT Executive

Centrecom - Premium Customer Service SolutionsOutsourcing/Offshoring, 201-500 employees

View all 1 answers on this topic

Scalability

Genesys PureConnect 8.2

Based on 3 answers

Most issues we encountered are related to telecom providers or environmental (MPLS nd firewall) issues, not due to product problems.

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Telecom Services Manager

Capquest Group LtdFinancial Services, 201-500 employees

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No score

No answers yet

No answers on this topic

Return on Investment

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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Senior Telecommunications Engineer

Ultimate Medical AcademyEducation Management, 1001-5000 employees

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Reporting has been a great asset to management.
Improved SLAs.
Improved time management of the teams.

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Senior ICT Executive

Centrecom - Premium Customer Service SolutionsOutsourcing/Offshoring, 201-500 employees

View all 1 answers on this topic

Screenshots

See All (6) Genesys PureConnect Screenshots

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Pricing Details

General

Free Trial

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Free/Freemium Version

—

Premium Consulting/Integration Services

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Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Rating Summary

Genesys PureConnect

Raiseaticket

Genesys PureConnect

Raiseaticket

Genesys PureConnect

Raiseaticket

Genesys PureConnect

Raiseaticket

Genesys PureConnect

Raiseaticket

Genesys PureConnect

Raiseaticket

Genesys PureConnect

Raiseaticket

Genesys PureConnect

Raiseaticket

Genesys PureConnect

Raiseaticket

Genesys PureConnect

Raiseaticket

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