What users are saying about
Top Rated
201 Ratings
1 Rating
Top Rated
201 Ratings
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Score 8.4 out of 100
1 Rating
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Score 10 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

Raiseaticket

In our 400+ employee company, keeping track of all requests had become impossible for the ICT department. Raiseaticket has solved this by giving agents access to see ticket statuses, and the ICT employees the ability to manage such requests properly. An added bonus was reporting, which made management very happy and gave a clearer picture of what the department is facing, and how they're doing with the SLAs.
CJ Garzia | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

Genesys PureConnect
7.5
Raiseaticket
Inbound call routing
Genesys PureConnect
8.2
Raiseaticket
Omnichannel inbound routing
Genesys PureConnect
8.0
Raiseaticket
Recording
Genesys PureConnect
8.1
Raiseaticket
Quality management
Genesys PureConnect
8.0
Raiseaticket
Call analytics
Genesys PureConnect
7.3
Raiseaticket
Historical reporting
Genesys PureConnect
6.8
Raiseaticket
Live reporting
Genesys PureConnect
7.1
Raiseaticket
Customer surveys
Genesys PureConnect
7.4
Raiseaticket
Customer interaction analytics
Genesys PureConnect
7.0
Raiseaticket

Incident and problem management

Genesys PureConnect
Raiseaticket
9.7
Organize and prioritize service tickets
Genesys PureConnect
Raiseaticket
10.0
Expert directory
Genesys PureConnect
Raiseaticket
9.0
Subscription-based notifications
Genesys PureConnect
Raiseaticket
10.0
ITSM collaboration and documentation
Genesys PureConnect
Raiseaticket
9.0
Ticket creation and submission
Genesys PureConnect
Raiseaticket
10.0
Ticket response
Genesys PureConnect
Raiseaticket
10.0

Self Help Community

Genesys PureConnect
Raiseaticket
9.0
Internal knowledge base
Genesys PureConnect
Raiseaticket
9.0

Multi-Channel Help

Genesys PureConnect
Raiseaticket
10.0
Customer portal
Genesys PureConnect
Raiseaticket
10.0
Email support
Genesys PureConnect
Raiseaticket
10.0
Help Desk CRM integration
Genesys PureConnect
Raiseaticket
10.0

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

Raiseaticket

  • 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.
CJ Garzia | 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

Raiseaticket

  • Pre-set templates could use a bit of a revamp, but nothing major.
CJ Garzia | TrustRadius Reviewer

Likelihood to Renew

Genesys PureConnect

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.
Jason Neton | TrustRadius Reviewer

Raiseaticket

No score
No answers yet
No answers on this topic

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.
Mike Sabat | TrustRadius Reviewer

Raiseaticket

No score
No answers yet
No answers on this topic

Reliability and Availability

Genesys PureConnect

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.
Ruud Reinold | TrustRadius Reviewer

Raiseaticket

No score
No answers yet
No answers on this topic

Performance

Genesys PureConnect

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.
Ruud Reinold | TrustRadius Reviewer

Raiseaticket

No score
No answers yet
No answers on this topic

Support Rating

Genesys PureConnect

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.
Ruud Reinold | TrustRadius Reviewer

Raiseaticket

No score
No answers yet
No answers on this topic

In-Person Training

Genesys PureConnect

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.
Ruud Reinold | TrustRadius Reviewer

Raiseaticket

No score
No answers yet
No answers on this topic

Online Training

Genesys PureConnect

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.
Ruud Reinold | TrustRadius Reviewer

Raiseaticket

No score
No answers yet
No answers on this topic

Implementation Rating

Genesys PureConnect

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.
Ruud Reinold | TrustRadius Reviewer

Raiseaticket

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

Raiseaticket

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.
CJ Garzia | TrustRadius Reviewer

Scalability

Genesys PureConnect

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.
Ruud Reinold | TrustRadius Reviewer

Raiseaticket

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

Raiseaticket

  • Reporting has been a great asset to management.
  • Improved SLAs.
  • Improved time management of the teams.
CJ Garzia | TrustRadius Reviewer

Screenshots

Raiseaticket

Pricing Details

Genesys PureConnect

General

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

Raiseaticket

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

Genesys PureConnect
8.0
Raiseaticket
10.0

Likelihood to Renew

Genesys PureConnect
8.5
Raiseaticket

Usability

Genesys PureConnect
8.0
Raiseaticket

Reliability and Availability

Genesys PureConnect
9.1
Raiseaticket

Performance

Genesys PureConnect
8.8
Raiseaticket

Support Rating

Genesys PureConnect
6.6
Raiseaticket

In-Person Training

Genesys PureConnect
8.3
Raiseaticket

Online Training

Genesys PureConnect
8.3
Raiseaticket

Implementation Rating

Genesys PureConnect
6.1
Raiseaticket

Scalability

Genesys PureConnect
8.2
Raiseaticket

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