Calabrio WFM vs Genesys PureConnect comparison

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Calabrio Logo
633 views|477 comparisons
81% willing to recommend
Genesys Logo
968 views|860 comparisons
100% willing to recommend
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Calabrio WFM and Genesys PureConnect based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management.
To learn more, read our detailed Workforce Engagement Management Report (Updated: March 2024).
767,667 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules."

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"Can integrate with a lot of gateways in voice."

More Genesys PureConnect Pros →

Cons
"Being able to "publish" or rerun the schedule for only one agent would be ideal.""Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."

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"Customer support can sometimes be delayed."

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Top Answer:Can integrate with a lot of gateways in voice.
Top Answer:As of now, they are doing great in all areas and they keep improving their services
Top Answer:There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction.
Ranking
Views
633
Comparisons
477
Reviews
0
Average Words per Review
0
Rating
N/A
Views
968
Comparisons
860
Reviews
1
Average Words per Review
192
Rating
9.0
Comparisons
Also Known As
Calabrio
Interactive Intelligence Customer Interaction Center, CIC
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Overview
Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity. Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015). The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program. Find news and information at www.calabrio.com. Follow @calabrio on Twitter.

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

Sample Customers
Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.
Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB
Top Industries
REVIEWERS
Healthcare Company31%
Retailer12%
Government12%
University12%
VISITORS READING REVIEWS
Healthcare Company18%
Financial Services Firm12%
Government12%
Computer Software Company9%
VISITORS READING REVIEWS
Computer Software Company18%
Financial Services Firm13%
Manufacturing Company9%
Insurance Company7%
Company Size
REVIEWERS
Small Business6%
Midsize Enterprise3%
Large Enterprise91%
VISITORS READING REVIEWS
Small Business20%
Midsize Enterprise14%
Large Enterprise66%
VISITORS READING REVIEWS
Small Business19%
Midsize Enterprise12%
Large Enterprise70%
Buyer's Guide
Workforce Engagement Management
March 2024
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: March 2024.
767,667 professionals have used our research since 2012.

Calabrio WFM is ranked 7th in Workforce Engagement Management while Genesys PureConnect is ranked 3rd in Workforce Engagement Management with 1 review. Calabrio WFM is rated 7.8, while Genesys PureConnect is rated 9.0. The top reviewer of Calabrio WFM writes "The Copy Schedule Activities reduces time spent for changing activities. Agents are not able to cancel an approved request in the Time Off Request area". On the other hand, the top reviewer of Genesys PureConnect writes "Provides great functionality". Calabrio WFM is most compared with Genesys Cloud CX, Verint Open CCaaS, NICE CXone and Aspect Workforce Optimization, whereas Genesys PureConnect is most compared with Genesys Cloud CX, NICE CXone, Cisco Jabber and Kamailio SIP Server.

See our list of best Workforce Engagement Management vendors.

We monitor all Workforce Engagement Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.