Genesys PureConnect (discontinued) vs. Spekit

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
Spekit
Score 9.0 out of 10
N/A
Spekit is an in-app digital enablement and learning platform designed to help employees learn their tools and navigate process changes by accessing answers and enablement resources in real-time, everywhere they work. Built by sales ops professionals for growing & remote teams, Spekit blends the sophistication of a modern digital adoption platform with the simplicity of a contextual knowledge base, providing continuous employee training. As a Salesforce Certified Partner that…N/A
Pricing
Genesys PureConnect (discontinued)Spekit
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Genesys PureConnect (discontinued)Spekit
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Genesys PureConnect (discontinued)Spekit
Top Pros
Top Cons
Features
Genesys PureConnect (discontinued)Spekit
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys PureConnect (discontinued)
7.9
64 Ratings
5% below category average
Spekit
-
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
Spekit
-
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 analytics5.030 Ratings00 Ratings
Best Alternatives
Genesys PureConnect (discontinued)Spekit
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Pendo.io
Pendo.io
Score 8.2 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Whatfix
Whatfix
Score 9.3 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Whatfix
Whatfix
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys PureConnect (discontinued)Spekit
Likelihood to Recommend
5.3
(116 ratings)
2.4
(10 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)Spekit
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.
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Spekit
Good situation: when you have way too many tools hosting content, Spekit is great at bringing everything together so I don't need to remember where things are hosted. I just need to know ish how to search. Bad: I feel like it still doesn't help people discover content nearly as much. The nice thing about a Confluence or other systems like that is that there are resources right in front of you, VS having to know what to search for. Also, I hate the extension, stop cluttering up Gmail.
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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.
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Spekit
  • Spekit is quick and easy to install and start using.
  • Spekit's customer support is second to none.
  • Spekit offers a lot of flexibility for users to customize for particular situations.
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.
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Spekit
  • Wish it was easier to insert hyperlinks.
  • Wish changes could be made once and duplicated to related pages.
  • Would be nice to rearrange Speks on a user level.
  • Do not seem to be able to share specific Speks.
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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.
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Spekit
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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Spekit
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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Spekit
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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Spekit
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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Spekit
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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Spekit
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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Spekit
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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Spekit
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.
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Spekit
Spekit is fine, I just feel like it doesn't have the world's best upfront organizational tool. I like Atlassian Confluence due to the ability to have pages and have an organized thought. That does take significantly more effort to keep it organized and up to date which everyone doesn't really want to have. On the flip side, Spekit does have a great search tool, which is a lot like other enterprise search tools, this one just happens to be used by the sales team. Overall, I'm a fan, except for their chrome extension - stop invading my space.
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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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Spekit
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.
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Spekit
  • I've only been in my position for a brief while, so I'm not sure yet.
  • I know it's helped longer tenured members of my team do very well!
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ScreenShots

Genesys PureConnect (discontinued) Screenshots

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Spekit Screenshots

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