TrustRadius: an HG Insights company

Genesys PureConnect (discontinued) vs. Salesforce Service Cloud

Save this comparison

Save this comparison

Genesys PureConnect (discontinued)

216 Reviews and Ratings

Salesforce Service Cloud

397 Reviews and Ratings

Add Product

Recommended Comparisons

    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Genesys PureConnect (discontinued)

    Score6.8 out of 10
    		N/AGenesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.N/A

    Salesforce Service Cloud

    Score8.4 out of 10
    		N/AService Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

    $25

    per month

    Pricing
    Genesys PureConnect (discontinued)Salesforce Service Cloud
    Editions & Modules
    No answers on this topic
    Starter Suite
    $25
    per month
    Pro Suite
    $100
    per month per user
    Enterprise
    $165
    per month per user
    Unlimited
    $330
    per month per user
    Agentforce 1
    $550
    per month per user
    Offerings
    Pricing Offerings
    Genesys PureConnect (discontinued)Salesforce Service Cloud
    Free Trial
    NoYes
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Features
    Genesys PureConnect (discontinued)Salesforce Service Cloud
    Contact Center Software
    Comparison of Contact Center Software features of Genesys PureConnect (discontinued) and Salesforce Service Cloud
    Feature
    Genesys PureConnect (discontinued)
    7.9
    64 Ratings
    Salesforce Service Cloud
    -
    Ratings
    Agent dashboard6.755 Ratings00 Ratings
    Validate callers7.548 Ratings00 Ratings
    Outbound response8.541 Ratings00 Ratings
    Call forwarding7.756 Ratings00 Ratings
    Click-to-call (CTC)8.043 Ratings00 Ratings
    Warm transfer8.357 Ratings00 Ratings
    Predictive dialing8.036 Ratings00 Ratings
    Interactive voice response8.045 Ratings00 Ratings
    REST APIs7.037 Ratings00 Ratings
    Call scripts8.539 Ratings00 Ratings
    Call tracking7.755 Ratings00 Ratings
    Multichannel integration9.044 Ratings00 Ratings
    CRM software integration8.038 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Genesys PureConnect (discontinued) and Salesforce Service Cloud
    Feature
    Genesys PureConnect (discontinued)
    5.5
    54 Ratings
    Salesforce Service Cloud
    -
    Ratings
    Inbound call routing6.551 Ratings00 Ratings
    Omnichannel inbound routing6.539 Ratings00 Ratings
    Recording4.552 Ratings00 Ratings
    Quality management4.546 Ratings00 Ratings
    Call analytics3.043 Ratings00 Ratings
    Historical reporting5.052 Ratings00 Ratings
    Live reporting6.548 Ratings00 Ratings
    Customer surveys8.035 Ratings00 Ratings
    Customer interaction analytics5.030 Ratings00 Ratings
    Incident and problem management
    Comparison of Incident and problem management features of Genesys PureConnect (discontinued) and Salesforce Service Cloud
    Feature
    Genesys PureConnect (discontinued)
    -
    Ratings
    Salesforce Service Cloud
    8.8
    77 Ratings
    Organize and prioritize service tickets00 Ratings9.475 Ratings
    Expert directory00 Ratings8.553 Ratings
    Subscription-based notifications00 Ratings8.663 Ratings
    ITSM collaboration and documentation00 Ratings8.260 Ratings
    Ticket creation and submission00 Ratings9.375 Ratings
    Ticket response00 Ratings9.174 Ratings
    Self Help Community
    Comparison of Self Help Community features of Genesys PureConnect (discontinued) and Salesforce Service Cloud
    Feature
    Genesys PureConnect (discontinued)
    -
    Ratings
    Salesforce Service Cloud
    8.7
    72 Ratings
    External knowledge base00 Ratings8.463 Ratings
    Internal knowledge base00 Ratings8.970 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Genesys PureConnect (discontinued) and Salesforce Service Cloud
    Feature
    Genesys PureConnect (discontinued)
    -
    Ratings
    Salesforce Service Cloud
    8.7
    77 Ratings
    Customer portal00 Ratings7.954 Ratings
    IVR00 Ratings8.834 Ratings
    Social integration00 Ratings8.947 Ratings
    Email support00 Ratings9.276 Ratings
    Help Desk CRM integration00 Ratings8.866 Ratings
    User Ratings
    Genesys PureConnect (discontinued)Salesforce Service Cloud
    Likelihood to Recommend
    5.3
    (116 ratings)
    8.3
    (83 ratings)
    Likelihood to Renew
    8.6
    (12 ratings)
    6.2
    (8 ratings)
    Usability
    7.3
    (12 ratings)
    8.0
    (12 ratings)
    Availability
    9.1
    (3 ratings)
    9.5
    (28 ratings)
    Performance
    8.8
    (3 ratings)
    8.6
    (7 ratings)
    Support Rating
    4.0
    (12 ratings)
    7.0
    (20 ratings)
    In-Person Training
    8.2
    (4 ratings)
    10.0
    (1 ratings)
    Online Training
    8.3
    (3 ratings)
    9.0
    (1 ratings)
    Implementation Rating
    6.1
    (7 ratings)
    7.0
    (1 ratings)
    Configurability
    9.0
    (2 ratings)
    -
    (0 ratings)
    Ease of integration
    8.1
    (2 ratings)
    5.0
    (1 ratings)
    Product Scalability
    8.2
    (3 ratings)
    -
    (0 ratings)
    Vendor post-sale
    8.8
    (3 ratings)
    8.0
    (1 ratings)
    Vendor pre-sale
    8.8
    (3 ratings)
    8.0
    (1 ratings)