What users are saying about
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Top Rated
166 Ratings
Top Rated
71 Ratings

Genesys PureConnect

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Top Rated
166 Ratings
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Score 8.2 out of 101
Top Rated
71 Ratings
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Score 7.2 out of 101

Likelihood to Recommend

Genesys PureConnect

PureConnect Cloud is very suitable for companies that can not spend resources on system operation because of the small number of people in the information systems department, as in our company. Also, suitable for a company that requires some degree of system customization at the time of introduction. As long as our company uses it, there is no scenario that is not particularly suitable.
KENICHI ODAIRA profile photo

Tenfold

I would recommend Tenfold to any company with CRM or account management software. Being able to manage future appointments and to document it all in one step will increase efficiency.
Linda Brann profile photo

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.4
Tenfold
Agent dashboard
Genesys PureConnect
7.2
Tenfold
Validate callers
Genesys PureConnect
7.5
Tenfold
Outbound response
Genesys PureConnect
7.2
Tenfold
Call forwarding
Genesys PureConnect
7.5
Tenfold
Click-to-call (CTC)
Genesys PureConnect
7.6
Tenfold
Warm transfer
Genesys PureConnect
8.2
Tenfold
Predictive dialing
Genesys PureConnect
7.0
Tenfold
Interactive voice response
Genesys PureConnect
7.4
Tenfold
REST APIs
Genesys PureConnect
7.0
Tenfold
Call scripts
Genesys PureConnect
7.5
Tenfold
Call tracking
Genesys PureConnect
7.6
Tenfold
Multichannel integration
Genesys PureConnect
7.3
Tenfold
CRM software integration
Genesys PureConnect
7.0
Tenfold

Workforce Optimization (WFO)

Genesys PureConnect
7.5
Tenfold
Inbound call routing
Genesys PureConnect
7.8
Tenfold
Omnichannel inbound routing
Genesys PureConnect
7.7
Tenfold
Recording
Genesys PureConnect
8.1
Tenfold
Quality management
Genesys PureConnect
7.6
Tenfold
Call analytics
Genesys PureConnect
7.4
Tenfold
Historical reporting
Genesys PureConnect
7.3
Tenfold
Live reporting
Genesys PureConnect
7.4
Tenfold
Customer surveys
Genesys PureConnect
6.9
Tenfold
Customer interaction analytics
Genesys PureConnect
7.1
Tenfold

Pros

Genesys PureConnect

  • PureConnect is a single platform; therefore, everything works well together. With other solutions, we have experienced communication challenges between our core phone system and predictive dialer, our call recording solutions, our speech analytics solution, etc. With PureConnect, those issues are 100% solved.
  • We often like pushing things to the limits. We have experience writing custom software solutions with Avaya and Asterisk (FreePBX). Using PureConnect's handlers and IceLib API has been a total game changer: we have gone from taking an R&D approach trying to find a way to do something to having multiple solutions available to us to accomplish our goals. The design, training programs, and documentation have been very well received by our software development team.
  • Blending multiple communication channels and being designed to accommodate whatever is coming next has addressed our current needs and has given us confidence that PureConnect will continue to serve consumers in the future.
Eric Wittkopp profile photo

Tenfold

  • The sales reps were very friendly and responsive. If I ever had any questions about our account, pricing, etc., the sales team would respond to my e-mails and phone calls within minutes. They even directed my technical questions to their support staff when it was appropriate. There were several times I asked the sales team technical questions and they always connected with the right support technician.
  • The tech support was very knowledgeable and quick to respond. Any time I had a problem they always had a solution and it was quick to implement.
  • The software performed as expected. The popups worked most of the time and performance was never laggy.
Joel Brache profile photo

Cons

Genesys PureConnect

  • Historical performance reporting
  • When there are outages (which are rare) complexity of the system tends to require significant investigation to determine the root cause and provide a fix
  • Too many options for frontline customer service representatives using the tool which has lead to increased handling time per transaction
Brandon McHenry profile photo

Tenfold

  • Outbound Calls made by Tenfold get automatically logged into Salesforce as their own individual tasks (as OBC (for Outbound Call)), however, these Tasks cannot be titled from Tenfold (e.g. "Following up on a proposal"). Similarly calls using Tenfold always creates a new task, making tasks previously created (e.g. "Call to make first contact"), either act as (mostly irrelevant) placeholders, or tasks that still require editing to make call notes, (defeating the value of the Tenfold on-call, note-taking feature).
  • When notes are entered into Tenfold, they can be instantly logged into the notes field of the Salesforce Task, however, if the note is longer than the 'Notes' field, this gets transferred to the 'Comments' section of the Task, with no indication that this is where it went. As such call notes can occasionally appear to have not been taken, have gone missing, or just take longer to find.
  • Occasionally 'click-to-dial' does not work on all numbers you might find in a browser window, and at times the Chrome Extension needs to be reset to get things up and running.
  • Tenfold's app doesn't automatically connect the call/task at the Opportunity level within Salesforce, which is where we do the majority of our activity. Instead it requires an extra step on every call.
No photo available

Likelihood to Renew

Genesys PureConnect

Genesys PureConnect 9.2
Based on 18 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 profile photo

Tenfold

No score
No answers yet
No answers on this topic

Usability

Genesys PureConnect

Genesys PureConnect 7.9
Based on 9 answers
Being able to customize the system to meet our business needs can be done in a number of ways with all the same result, giving us plenty of flexibility.
Andrew Wooster profile photo

Tenfold

No score
No answers yet
No answers on this topic

Reliability and Availability

Genesys PureConnect

Genesys PureConnect 9.1
Based on 4 answers
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Ruud Reinold profile photo

Tenfold

No score
No answers yet
No answers on this topic

Performance

Genesys PureConnect

Genesys PureConnect 8.8
Based on 5 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 profile photo

Tenfold

No score
No answers yet
No answers on this topic

Support

Genesys PureConnect

Genesys PureConnect 6.2
Based on 10 answers
Genesys support is always helpful and ready to tackle any issues immediately.
Andrew Wooster profile photo

Tenfold

No score
No answers yet
No answers on this topic

In-Person Training

Genesys PureConnect

Genesys PureConnect 8.6
Based on 5 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 profile photo

Tenfold

No score
No answers yet
No answers on this topic

Online Training

Genesys PureConnect

Genesys PureConnect 8.2
Based on 4 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 profile photo

Tenfold

No score
No answers yet
No answers on this topic

Implementation

Genesys PureConnect

Genesys PureConnect 7.0
Based on 9 answers
Mostly went smoothly with the project team.
Andy Breitsprecher profile photo

Tenfold

No score
No answers yet
No answers on this topic

Alternatives Considered

Genesys PureConnect

In our perspective these players were no where in the same league as Genesys and yes I recognize that Genesys eventually bought Echopass. The only thing better was that we could get line by line interaction data on any inbound or outbound answered or abandoned interaction.
Christopher Kaldenberg profile photo

Tenfold

Prior products have proven insufficent for our current sales bandwidth. Frequent failure and slow response led to loss of faith in the product and diminishing production metrics and usable data. Tenfolds interface, floating UI and Dashboard has created a seamless workflow for our front line salespeople and provides sales managers a user friendly view of data in real time.
Jason Conrad profile photo

Scalability

Genesys PureConnect

Genesys PureConnect 8.3
Based on 5 answers
We continue to successfully scale up to meet new needs that arise, past successes of doing the same and the general success of leveraging technology to work smarter and not harder.
Derek Gibson profile photo

Tenfold

No score
No answers yet
No answers on this topic

Return on Investment

Genesys PureConnect

  • Huge cost savings in not having to hire or outsource staff to answer phones 24x7.
  • Our larger call centers use Interaction Optimizer, a workforce management tool that has allowed them to juggle some staff schedules and avoid hiring additional staff by identifying proper staffing levels and times of peak volume.
  • We have a few large customer contracts that require us to meet SLAs. PureConnect allows us to monitor those service levels in real time and avoid missing SLAs which can be costly in the contracts.
Andy Breitsprecher profile photo

Tenfold

  • It definitely has helped keep me organized to best help my customers and get them to make purchases because I already know what is going on when they call.
  • I am sure that I have been able to sell more than the cost of what Tenfold is for me so that is great!
  • It is a great tool to keep track of customers needs and then you can flip that into taking care of the customer and getting the sale.
Tanner Meyerhoffer profile photo

Pricing Details

Genesys PureConnect

General

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

Tenfold

General

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

Add comparison