What users are saying about
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Top Rated
196 Ratings
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Top Rated
217 Ratings

Genesys PureConnect

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Top Rated
196 Ratings
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Score 8.4 out of 100

Talkdesk

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Top Rated
217 Ratings
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Score 7.9 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

Talkdesk

It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.
Bill Cummings | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.7
Talkdesk
8.6
Agent dashboard
Genesys PureConnect
7.2
Talkdesk
8.6
Validate callers
Genesys PureConnect
8.0
Talkdesk
8.6
Outbound response
Genesys PureConnect
7.6
Talkdesk
9.2
Call forwarding
Genesys PureConnect
8.1
Talkdesk
8.9
Click-to-call (CTC)
Genesys PureConnect
7.7
Talkdesk
8.6
Warm transfer
Genesys PureConnect
8.6
Talkdesk
8.6
Predictive dialing
Genesys PureConnect
7.5
Talkdesk
8.3
Interactive voice response
Genesys PureConnect
8.0
Talkdesk
8.7
REST APIs
Genesys PureConnect
7.3
Talkdesk
8.2
Call scripts
Genesys PureConnect
7.5
Talkdesk
8.5
Call tracking
Genesys PureConnect
7.3
Talkdesk
8.9
Multichannel integration
Genesys PureConnect
7.8
Talkdesk
8.3
CRM software integration
Genesys PureConnect
7.2
Talkdesk
8.3

Workforce Optimization (WFO)

Genesys PureConnect
7.5
Talkdesk
8.7
Inbound call routing
Genesys PureConnect
8.1
Talkdesk
8.9
Omnichannel inbound routing
Genesys PureConnect
8.0
Talkdesk
9.1
Recording
Genesys PureConnect
8.0
Talkdesk
9.3
Quality management
Genesys PureConnect
7.8
Talkdesk
8.7
Call analytics
Genesys PureConnect
7.3
Talkdesk
8.4
Historical reporting
Genesys PureConnect
6.8
Talkdesk
8.9
Live reporting
Genesys PureConnect
7.1
Talkdesk
8.7
Customer surveys
Genesys PureConnect
7.3
Talkdesk
8.2
Customer interaction analytics
Genesys PureConnect
6.9
Talkdesk
8.2

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

Talkdesk

  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta | 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

Talkdesk

  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. | TrustRadius Reviewer

Likelihood to Renew

Genesys PureConnect

Genesys PureConnect 8.2
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

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro | TrustRadius Reviewer

Usability

Genesys PureConnect

Genesys PureConnect 7.5
Based on 7 answers
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Ruud Reinold | TrustRadius Reviewer

Talkdesk

Talkdesk 8.8
Based on 16 answers
It's simple to use. A classic phone digit call-bar and a clear reporting page which displays call progress and agent status. The call-bar automatically populates ZenDesk tickets for all on-file numbers. Unknown or unassociated emails can be easily copied and referenced or applied to a new contact slot. Nothing fancy, as it should be.
Colby Seifert | TrustRadius Reviewer

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

Talkdesk

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

Talkdesk

No score
No answers yet
No answers on this topic

Support Rating

Genesys PureConnect

Genesys PureConnect 5.6
Based on 14 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

Talkdesk

Talkdesk 9.0
Based on 76 answers
Support is extremely well delivered in a timely manner. I have not had any situation where I have felt not supported by the team of Talkdesk. The support is there, and it makes the whole experience so much nicer, unlike other platforms were you feel isolated once you have purchased the product.
Clara Rizzo | TrustRadius Reviewer

In-Person Training

Genesys PureConnect

Genesys PureConnect 8.4
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

Talkdesk

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

Talkdesk

No score
No answers yet
No answers on this topic

Implementation Rating

Genesys PureConnect

Genesys PureConnect 6.2
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

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro | TrustRadius Reviewer

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

Talkdesk

I like both Freshdesk and Close.io in addition to Talkdesk, but the main difference is Talkdesk is better for midsize-to-large enterprises. Close.io works well for 10 people, and Freshdesk can work well for just 1 or 2 support reps, but Talkdesk was the right software for a company of our size. Talkdesk is also a good solution for multi-department teams - ie, sales and support, rather than being JUST a support software or JUST a sales-team-geared software
Becky Jewell Laughton | TrustRadius Reviewer

Scalability

Genesys PureConnect

Genesys PureConnect 8.3
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

Talkdesk

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

Talkdesk

  • So far, Talkdesk has been a great asset to our Customer Service Department. We have been in business for 10 years and this software has been great and multifunctional.
  • During outages with Talkdesk, it does impact our ability to reach out to our customers. Hoping for quicker resolutions when these situations happen.
  • Talkdesk is a wonderful tool during review time. Management is able to see each individual's stats and create a thorough report.
Sanaz Salmassi | TrustRadius Reviewer

Screenshots

Talkdesk

Pricing Details

Genesys PureConnect

General

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

Talkdesk

General

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

Rating Summary

Likelihood to Recommend

Genesys PureConnect
8.1
Talkdesk
8.3

Likelihood to Renew

Genesys PureConnect
8.2
Talkdesk
10.0

Usability

Genesys PureConnect
7.5
Talkdesk
8.8

Reliability and Availability

Genesys PureConnect
9.1
Talkdesk

Performance

Genesys PureConnect
8.8
Talkdesk

Support Rating

Genesys PureConnect
5.6
Talkdesk
9.0

In-Person Training

Genesys PureConnect
8.4
Talkdesk

Online Training

Genesys PureConnect
8.3
Talkdesk

Implementation Rating

Genesys PureConnect
6.2
Talkdesk
7.0

Scalability

Genesys PureConnect
8.3
Talkdesk

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