What users are saying about

Tenfold

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Top Rated
71 Ratings

Genesys PureConnect

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Top Rated
138 Ratings

Tenfold

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Top Rated
71 Ratings
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Score 7.7 out of 101

Genesys PureConnect

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Top Rated
138 Ratings
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Score 8.2 out of 101

Add comparison

Likelihood to Recommend

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

Genesys PureConnect

I have not yet come across an area where the product didn't suit our needs other than the analyser and WFM parts. In all other areas we use the product and are looking to extend the integration between the several other products we use or to replace 3rd party features with the integrated ones from the system.
Ruud Reinold profile photo

Feature Rating Comparison

Contact Center Software

Tenfold
Genesys PureConnect
7.4
Agent dashboard
Tenfold
Genesys PureConnect
7.2
Validate callers
Tenfold
Genesys PureConnect
7.6
Outbound response
Tenfold
Genesys PureConnect
7.3
Call forwarding
Tenfold
Genesys PureConnect
7.3
Click-to-call (CTC)
Tenfold
Genesys PureConnect
7.5
Warm transfer
Tenfold
Genesys PureConnect
8.3
Predictive dialing
Tenfold
Genesys PureConnect
7.0
Interactive voice response
Tenfold
Genesys PureConnect
7.4
REST APIs
Tenfold
Genesys PureConnect
7.2
Call scripts
Tenfold
Genesys PureConnect
7.8
Call tracking
Tenfold
Genesys PureConnect
7.7
Multichannel integration
Tenfold
Genesys PureConnect
7.5
CRM software integration
Tenfold
Genesys PureConnect
7.0

Workforce Optimization (WFO)

Tenfold
Genesys PureConnect
7.6
Inbound call routing
Tenfold
Genesys PureConnect
7.9
Omnichannel inbound routing
Tenfold
Genesys PureConnect
8.2
Recording
Tenfold
Genesys PureConnect
8.3
Quality management
Tenfold
Genesys PureConnect
7.8
Call analytics
Tenfold
Genesys PureConnect
7.5
Historical reporting
Tenfold
Genesys PureConnect
7.2
Live reporting
Tenfold
Genesys PureConnect
7.4
Customer surveys
Tenfold
Genesys PureConnect
6.9
Customer interaction analytics
Tenfold
Genesys PureConnect
7.3

Pros

  • Tenfold is intuitive and seamless
  • It is very dependable, there is no need to have a backup scheduling plan
  • It easily becomes part of your routine
Ricky Fox profile photo
  • Optional features that can be enabled
  • Disaster save using different locations for the PBX servers in a WAN / LAN setup
  • The solution can grow and shrink with the size of the organisation.
  • The solution seemless integrates with our Latitude platform.
  • Secure IVR integration.
Ruud Reinold profile photo

Cons

  • Occasionally there will be brief downtime
  • Sometimes it is hard to tell if data entered during downtime will be added later
  • Inbound calls during an outbound call can cause some confusion
Ricky Fox profile photo
  • The integrated Analyser is not very good and to manual to tune and maintain.
  • The workforce management should integrate better with the outbound dialler.
  • Integration with more and different CRM systems
  • More out of the box plug-ins for Workforce Management systems.
Ruud Reinold profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 17 answers
The ability to customize the system and the support offered.
Andrew Wooster profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.0
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

Reliability and Availability

No score
No answers yet
No answers on this topic
Genesys PureConnect9.1
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

Performance

No score
No answers yet
No answers on this topic
Genesys PureConnect8.8
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

Support

No score
No answers yet
No answers on this topic
Genesys PureConnect6.3
Based on 10 answers
Genesys support is always helpful and ready to tackle any issues immediately.
Andrew Wooster profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Genesys PureConnect8.6
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

Online Training

No score
No answers yet
No answers on this topic
Genesys PureConnect8.2
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

Implementation

No score
No answers yet
No answers on this topic
Genesys PureConnect7.1
Based on 9 answers
Mostly went smoothly with the project team.
Andy Breitsprecher profile photo

Alternatives Considered

I find the ease of use of Tenfold to be advantageous to all other platforms. It also appears that as future needs change, Tenfold will allow me to continue to structure my workday around Tenfold but use it in different ways that would scale to any changes in my process.
Ricky Fox profile photo
They don't stack up in feature set, quality, or reliability.
Andy Breitsprecher profile photo

Scalability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.3
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

Return on Investment

  • Higher call volume
  • Identify which inquiry is calling into you with their amazing caller id
Rick Giddings profile photo
  • It checks off many necessities on our list.
  • It is a pain with the random problems.
  • Support can be tedious.
Philip Hudson profile photo

Pricing Details

Tenfold

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

Tenfold More Information

Genesys PureConnect

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

Genesys PureConnect More Information