What users are saying about
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Top Rated
237 Ratings

Genesys PureConnect

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Top Rated
237 Ratings
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Score 8.3 out of 100
11 Ratings
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Score 8.7 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 profile photo

Twilio Programmable Voice

Twilio is well-rounded for almost any company that doesn't require much in terms of voice automation (smart IVR, call center forwarding, etc). It can hold its own on as many phone numbers as you like, and the voice quality is very clear most of the time (some countries' destinations might experience issues such as light noise, just as with a normal landline). You can even develop a reasonably complex IVR platform with TwiML and PHP, but the maintenance on this case is your own, so you'll need to evaluate this option if you're running heavily automated interactions with your customers.
No photo available

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.6
Twilio Programmable Voice
Agent dashboard
Genesys PureConnect
7.4
Twilio Programmable Voice
Validate callers
Genesys PureConnect
8.2
Twilio Programmable Voice
Outbound response
Genesys PureConnect
7.4
Twilio Programmable Voice
Call forwarding
Genesys PureConnect
8.1
Twilio Programmable Voice
Click-to-call (CTC)
Genesys PureConnect
7.6
Twilio Programmable Voice
Warm transfer
Genesys PureConnect
8.7
Twilio Programmable Voice
Predictive dialing
Genesys PureConnect
7.3
Twilio Programmable Voice
Interactive voice response
Genesys PureConnect
7.8
Twilio Programmable Voice
REST APIs
Genesys PureConnect
7.2
Twilio Programmable Voice
Call scripts
Genesys PureConnect
7.4
Twilio Programmable Voice
Call tracking
Genesys PureConnect
7.3
Twilio Programmable Voice
Multichannel integration
Genesys PureConnect
7.6
Twilio Programmable Voice
CRM software integration
Genesys PureConnect
7.2
Twilio Programmable Voice

Workforce Optimization (WFO)

Genesys PureConnect
7.4
Twilio Programmable Voice
Inbound call routing
Genesys PureConnect
8.0
Twilio Programmable Voice
Omnichannel inbound routing
Genesys PureConnect
8.0
Twilio Programmable Voice
Recording
Genesys PureConnect
8.1
Twilio Programmable Voice
Quality management
Genesys PureConnect
7.7
Twilio Programmable Voice
Call analytics
Genesys PureConnect
7.3
Twilio Programmable Voice
Historical reporting
Genesys PureConnect
6.9
Twilio Programmable Voice
Live reporting
Genesys PureConnect
7.1
Twilio Programmable Voice
Customer surveys
Genesys PureConnect
7.1
Twilio Programmable Voice
Customer interaction analytics
Genesys PureConnect
6.8
Twilio Programmable Voice

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 profile photo

Twilio Programmable Voice

  • The "insights" feature is very useful when it comes to supporting our users. Both VoIP and Carrier insights give the ability to know what happened on a call
  • Twilio is very reliable as a dialer. We do not have downtime events often (maybe 1 per year for 10min).
  • Twilio has a team that can work with carriers to improve dialing for users where the carriers are not working well
No photo available

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 profile photo

Twilio Programmable Voice

  • Answering machine detection is the worst part of this product. The messages are cut off and do not wait until most machines start recording.
No photo available

Likelihood to Renew

Genesys PureConnect

Genesys PureConnect 9.1
Based on 19 answers
I have had hands on experience with Interactive Intelligence since 1997 when they introduced their 1.0 Release of CIC. Since that time the platform has gone through three additional software releases that included the leap from a "boarded" TDM hardware solution to a fully SIP compliant VoIP software solution that has added additional applications along the way such as fully integrated Workforce Management, Process Automation and Real-Time Speech Analytics
David Saidel profile photo

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Usability

Genesys PureConnect

Genesys PureConnect 7.7
Based on 9 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 profile photo

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Reliability and Availability

Genesys PureConnect

Genesys PureConnect 9.1
Based on 4 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson profile photo

Twilio Programmable Voice

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

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Support

Genesys PureConnect

Genesys PureConnect 5.9
Based on 10 answers
Tier 1 support is typically provided by the channel partner that a customer buys the Interactive Intelligence software from, unless the software is purchased directly from Interactive Intelligence. As such, the level of support can vary from reseller to reseller. I suggest that a buyer thoroughly check with several of the reseller's existing customers to determine how they rate the support provided by that particular reseller. Buying directly from Interactive Intelligence requires that two of a customer's staff go through a series of course on how to install and
troubleshoot the software. The customer's support staff should have experience with Windows servers and some knowledge of VoIP telephony. This is not required if you buy through a reseller.
David Saidel profile photo

Twilio Programmable Voice

Twilio Programmable Voice 7.5
Based on 2 answers
For the most part, you don't need support if you understand how to read error handling, debugging, or sip messages.
No photo available

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

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Online Training

Genesys PureConnect

Genesys PureConnect 8.3
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

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Implementation

Genesys PureConnect

Genesys PureConnect 6.6
Based on 9 answers
You have to be sure that you choose the right reseller & vendor who can work seemles as one team.
Ruud Reinold profile photo

Twilio Programmable Voice

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

Twilio Programmable Voice

We previously used Skype for communications, however the price per minute or second per call was more expensive, and it didn't give us the flexibility of integrating calls with our CRM (Vtiger), allowing our sales force to initiate a call with a prospect just by clicking on its opportunity's phone number.
No photo available

Scalability

Genesys PureConnect

Genesys PureConnect 8.3
Based on 5 answers
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
David Saidel profile photo

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Return on Investment

Genesys PureConnect

  • The product always improves efficiency in call centers due to the strong ACD capabilities and reporting the product offers.
  • Call center features like callbacks and surveys help ROI in a big way for call centers
  • Unified messaging with fax, VM coming all into one's inbox are huge for impact on business users.
  • Information management of contact lists, integration into outlook is great for efficiency.
  • Workforce management applications like Optimizer help organizations schedule, manage and report on teams
  • Dialer is an application used by many financial institutions for collections and other needs. A specialty product on the suite that gets lots of play.
Jason Neton profile photo

Twilio Programmable Voice

  • Our customers are able to implement a large part of their sales initiative (calling) through us due to Twilio's product
  • Twilio takes a decent amount of support and knowledge gained over time. This is expensive in the long run.
No photo available

Screenshots

Twilio Programmable Voice

Pricing Details

Genesys PureConnect

General

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

Twilio Programmable Voice

General

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

Rating Summary

Likelihood to Recommend

Genesys PureConnect
8.0
Twilio Programmable Voice
8.7

Likelihood to Renew

Genesys PureConnect
9.1
Twilio Programmable Voice

Usability

Genesys PureConnect
7.7
Twilio Programmable Voice

Reliability and Availability

Genesys PureConnect
9.1
Twilio Programmable Voice

Performance

Genesys PureConnect
8.8
Twilio Programmable Voice

Support

Genesys PureConnect
5.9
Twilio Programmable Voice
7.5

In-Person Training

Genesys PureConnect
8.6
Twilio Programmable Voice

Online Training

Genesys PureConnect
8.3
Twilio Programmable Voice

Implementation

Genesys PureConnect
6.6
Twilio Programmable Voice

Scalability

Genesys PureConnect
8.3
Twilio Programmable Voice

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