What users are saying about
Top Rated
200 Ratings
9 Ratings
Top Rated
200 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 6 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

Teleopti WFM

Teleopti WFM is very well suited for call center environments where every minute of your team members' time needs accounting for. If you manage 50+ employees, Teleopti is a good tool to make sense of it all, especially when you need to address various business needs at different times of day.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.7
Teleopti WFM
Agent dashboard
Genesys PureConnect
7.2
Teleopti WFM
Validate callers
Genesys PureConnect
7.9
Teleopti WFM
Outbound response
Genesys PureConnect
7.7
Teleopti WFM
Call forwarding
Genesys PureConnect
8.0
Teleopti WFM
Click-to-call (CTC)
Genesys PureConnect
7.7
Teleopti WFM
Warm transfer
Genesys PureConnect
8.6
Teleopti WFM
Predictive dialing
Genesys PureConnect
7.6
Teleopti WFM
Interactive voice response
Genesys PureConnect
8.1
Teleopti WFM
REST APIs
Genesys PureConnect
7.4
Teleopti WFM
Call scripts
Genesys PureConnect
7.5
Teleopti WFM
Call tracking
Genesys PureConnect
7.3
Teleopti WFM
Multichannel integration
Genesys PureConnect
7.8
Teleopti WFM
CRM software integration
Genesys PureConnect
7.3
Teleopti WFM

Workforce Optimization (WFO)

Genesys PureConnect
7.5
Teleopti WFM
Inbound call routing
Genesys PureConnect
8.1
Teleopti WFM
Omnichannel inbound routing
Genesys PureConnect
8.0
Teleopti WFM
Recording
Genesys PureConnect
8.0
Teleopti WFM
Quality management
Genesys PureConnect
7.9
Teleopti WFM
Call analytics
Genesys PureConnect
7.3
Teleopti WFM
Historical reporting
Genesys PureConnect
6.8
Teleopti WFM
Live reporting
Genesys PureConnect
7.0
Teleopti WFM
Customer surveys
Genesys PureConnect
7.3
Teleopti WFM
Customer interaction analytics
Genesys PureConnect
7.0
Teleopti WFM

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

Teleopti WFM

  • Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
  • Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
  • User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
  • The installation and onboarding process was pretty smooth considering other launches we've had.
Clinton Verley | 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

Teleopti WFM

  • Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
  • I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.
Kayla Gillespie | TrustRadius Reviewer

Likelihood to Renew

Genesys PureConnect

Genesys PureConnect 8.4
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

Teleopti WFM

No score
No answers yet
No answers on this topic

Usability

Genesys PureConnect

Genesys PureConnect 7.4
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

Teleopti WFM

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

Teleopti WFM

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

Teleopti WFM

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

Teleopti WFM

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

Teleopti WFM

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

Teleopti WFM

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

Teleopti WFM

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

Teleopti WFM

We previously used Wisdom WFM, but it didn't accomplish nearly as much as Teleopti WFM has for us.
Anonymous | 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

Teleopti WFM

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

Teleopti WFM

  • It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
  • Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
  • We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.
Clinton Verley | TrustRadius Reviewer

Screenshots

Teleopti WFM

Pricing Details

Genesys PureConnect

General

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

Teleopti WFM

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
Teleopti WFM
7.7

Likelihood to Renew

Genesys PureConnect
8.4
Teleopti WFM

Usability

Genesys PureConnect
7.4
Teleopti WFM

Reliability and Availability

Genesys PureConnect
9.1
Teleopti WFM

Performance

Genesys PureConnect
8.8
Teleopti WFM

Support Rating

Genesys PureConnect
5.6
Teleopti WFM

In-Person Training

Genesys PureConnect
8.3
Teleopti WFM

Online Training

Genesys PureConnect
8.3
Teleopti WFM

Implementation Rating

Genesys PureConnect
6.1
Teleopti WFM

Scalability

Genesys PureConnect
8.2
Teleopti WFM

Add comparison