Genesys PureConnect (discontinued) vs. RingEX

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
RingEX
Score 7.7 out of 10
N/A
RingEx is a cloud-based VoIP solution available via computer mobile application. It features video and audio conferencing, desktop phone rentals, collaboration tools, and integrations with other business applications. Plans are available on a monthly, per user subscription basis.
$19.99
per month
Pricing
Genesys PureConnect (discontinued)RingEX
Editions & Modules
No answers on this topic
Essentials (up to 20 users)
$19.99
per user/per month
Standard
$27.99
per user/per month
Premium
$34.99
per user/per month
Ultimate
$49.99
per user/per month
Offerings
Pricing Offerings
Genesys PureConnect (discontinued)RingEX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing above is per/month paid annually. Pricing increases when paid monthly. Essentials - $29.99/month (paid monthly) Standard - $37.99/month (paid monthly) Premium - $44.99/month (paid monthly) Ultimate - $59.99/month (paid monthly)
More Pricing Information
Community Pulse
Genesys PureConnect (discontinued)RingEX
Top Pros
Top Cons
Features
Genesys PureConnect (discontinued)RingEX
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
RingEX
-
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
RingEX
-
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
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Genesys PureConnect (discontinued)
-
Ratings
RingEX
7.9
132 Ratings
4% below category average
Hosted PBX00 Ratings7.474 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings8.1100 Ratings
User templates00 Ratings7.491 Ratings
Call reports00 Ratings7.8118 Ratings
Directory of employee names00 Ratings8.7117 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Genesys PureConnect (discontinued)
-
Ratings
RingEX
8.2
141 Ratings
3% below category average
Answering rules00 Ratings8.0129 Ratings
Call recording00 Ratings8.5121 Ratings
Call park00 Ratings8.1103 Ratings
Call screening00 Ratings8.4111 Ratings
Message alerts00 Ratings8.1133 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Genesys PureConnect (discontinued)
-
Ratings
RingEX
7.8
124 Ratings
6% below category average
Video conferencing00 Ratings7.394 Ratings
Audio conferencing00 Ratings8.3108 Ratings
Video screen sharing00 Ratings7.665 Ratings
Instant messaging00 Ratings8.177 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Genesys PureConnect (discontinued)
-
Ratings
RingEX
8.7
121 Ratings
5% above category average
Mobile app for iOS00 Ratings8.5106 Ratings
Mobile app for Android00 Ratings8.889 Ratings
Best Alternatives
Genesys PureConnect (discontinued)RingEX
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys PureConnect (discontinued)RingEX
Likelihood to Recommend
5.3
(116 ratings)
7.8
(150 ratings)
Likelihood to Renew
8.6
(12 ratings)
8.9
(15 ratings)
Usability
7.3
(12 ratings)
8.3
(11 ratings)
Availability
9.1
(3 ratings)
7.9
(80 ratings)
Performance
8.8
(3 ratings)
8.0
(1 ratings)
Support Rating
4.0
(12 ratings)
4.7
(26 ratings)
In-Person Training
8.2
(4 ratings)
7.3
(1 ratings)
Online Training
8.3
(3 ratings)
-
(0 ratings)
Implementation Rating
6.1
(7 ratings)
7.8
(5 ratings)
Configurability
9.0
(2 ratings)
7.0
(1 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
1.0
(1 ratings)
Ease of integration
8.1
(2 ratings)
9.0
(1 ratings)
Product Scalability
8.2
(3 ratings)
6.0
(1 ratings)
Professional Services
-
(0 ratings)
1.0
(1 ratings)
Vendor post-sale
8.8
(3 ratings)
4.0
(1 ratings)
Vendor pre-sale
8.8
(3 ratings)
8.0
(1 ratings)
User Testimonials
Genesys PureConnect (discontinued)RingEX
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
RingCentral
The reporting part is essential in our line of business, we must measure everything and report it, which is why it is one of its main strengths. They are fast and adapt to the needs, also the ease of being very easy to use, which entails relatively short training for new agents who would use this platform.
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
RingCentral
  • VOIP calling - call quality is excellent and has replaced our traditional landline phones
  • Video meetings - video quality is great(provided you have a good webcam) and the video features(multiple hosts, screen sharing, multiple room management) is 2nd to none.
  • Screen sharing - As an unexpected benefit, the ability to do a screen share has helped our IT crew in being able to remotely diagnose and fix problems with faculty or staff machines.
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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
RingCentral
  • Pricing for SMB space is high compared to other solutions
  • Still lagging behind 8x8 with desk phone support and integrations
  • UI for managing Limited Extensions is significantly more cumbersome than user extensions
  • Video meeting software still lags behind industry leaders (such as Zoom and MS Teams)
  • No licensing option for Common Area Phones with routing features
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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.
Read full review
RingCentral
We are grandfathered into our unlimited toll-free minutes plan. We are very unlikely to switch because of that. It has been the major factor saving us a lot of money compared to switching to other solutions. I don't know any other company that still offers these unlimited plans.
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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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RingCentral
They were working on updating a few of the modules while we were going live, so this made usability difficult to train on once they did go live with those changes. Now that the changes are in place, we have really enjoyed the usability of the platform
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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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RingCentral
The self-service ticketing system and SR creation is extremely simple and intuitive to use. The online University resource is invaluable - we often find a resolution to our query through existing KBs, thus negating the need to even raise a new support request. On the occasions we have raised a new SR, the support staff are incredibly helpful and knowledgeable. The response times are some of the best I've ever experienced.
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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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RingCentral
Occasional bandwith issues. In addition to this, I have one individual whose calls are blocked. We were not able to determine whether this was a RingEX or a carrier issue.
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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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RingCentral
I have called RingEX a few times for assistance in setting up call handling or implementing changes in our call handling structure. The wait time to speak with an agent is usually minimal and the ones I have spoken to are excellent at walking me thru what changes I am trying to make as well as ensuring I understand what is being done so I can handle it myself next time if the need arises.
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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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RingCentral
I really didn't know all the capabilities
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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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RingCentral
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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RingCentral
If someone has an existing system I tell them to keep that running initially and keep RingEX separate initially until the system is configured and tested to one's satisfaction. After testing and configuration is completed, then roll over the main phone numbers to the new RingEX system. I've seen one person who immediately flipped over to RingEX without properly configuring/testing the software and had many issues with missed customer calls until I helped him sort out his configuration.
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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.
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RingCentral
RingCentral MVP provided a more cost effective and complete solution than the competitors we evaluated. Reliability and call quality was of paramount concern for us. RingCentral provided a higher level of reliability than many of the
competitors we evaluated.

The completeness of their product offering was also unrivaled. Other competitors offered similar features but they nickel and dimed their customers and licensing became very difficult. The MVP licensing plan was simple to understand and implement.
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Contract Terms and Pricing Model
Discontinued Products
No answers on this topic
RingCentral
not to sign up for it or give them any money for a product that does not work
Read full review
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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RingCentral
There is a browser version which allows the product to be used by almost anyone.
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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.
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RingCentral
  • Better connectivity and communication with team messaging.
  • Enhanced customer experience with call routing, after-hours messaging, and emergency routing.
  • Better privacy for my team by not having to share their mobile numbers as users within RingEX.
  • Easier onboarding of new teammates as new users in RingEX.
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ScreenShots

Genesys PureConnect (discontinued) Screenshots

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