Genesys PureConnect and XCALLY are comprehensive contact center solutions tailored for varied customer needs. Genesys PureConnect excels in sales and helpdesk management while supporting diverse communication channels. XCALLY focuses on touchpoint management and is ideal for IT and telecom industries. Genesys PureConnect supports strategic business goals of customer relationship enhancement and efficiency improvements, with extensive vendor support and a broad user segment spread. XCALLY supports efficiency improvements, especially for large enterprises, with strong 24/7 support.
Genesys Cloud CX - PureConnect: Genesys PureConnect™ is an all-in-one omnichannel contact center solution for cloud and on-premises markets. It integrates call center software with various communication channels and CRM systems for better customer response.
XCALLY: XCALLY Omnichannel Multichannel Contact Center Software offers a comprehensive solution with features like Dialer, IVR, and Analytics. Realtime support is also provided.
Top use cases: Genesys Cloud CX - PureConnect vs XCALLY
Use cases tied to Genesys Cloud CX - PureConnect and XCALLY from verified data sources. Click any use case for supporting evidences.
| Genesys Cloud CX - PureConnect | XCALLY |
|---|---|
Top Capabilities: Genesys Cloud CX - PureConnect vs XCALLY
Lengths: relative topic prominence (square-root scale) · Labels: comparison split. Click any item for supporting evidences.
Deployed Industries: Genesys Cloud CX - PureConnect vs XCALLY
Lengths: relative industry prominence (square-root scale) · Labels: comparison split. Click any item for supporting evidences.
Deployed Market Segments: Genesys Cloud CX - PureConnect vs XCALLY
Share of peer evidence by company size for Genesys Cloud CX - PureConnect and XCALLY. Each product segments add up to 100%. Click any segment for supporting evidence.
| Genesys Cloud CX - PureConnect | XCALLY | |
|---|---|---|
| Key Capabilities Supported | Genesys PureConnect facilitates activities like sales call management, helpdesk management, and call recording, ensuring businesses manage customer interactions effectively across multiple channels. → | XCALLY emphasizes touchpoint and channel management, offering helpdesk capabilities and support for customer engagement across diverse communication modes. → |
| Business Goals | Genesys PureConnect aims to enhance customer relationships, acquire new customers, and improve efficiency and communication. It also supports increasing sales and revenue, aligning with the strategic aims of many businesses. → | XCALLY primarily focuses on improving operational efficiency, which is vital for businesses looking to streamline their contact center operations and management processes. → |
| Core Features | Genesys PureConnect offers robust features like security and privacy, integration, analytics, and custom reporting, meeting needs for secure data handling and insightful analytics. → | XCALLY provides core features such as integrations, custom reports, and efficient data handling, with AI-powered tools and compliance features catering to IT-centric businesses. → |
| Vendor Support | Genesys PureConnect supports a range of customer support methods including 24/7, phone, email, and chat, reflecting strong customer service commitment. → | XCALLY offers 24/7 support, with additional chat and limited phone and email support options, focusing on around-the-clock availability for its users. → |
| Segments and Industries | Genesys PureConnect caters to mid-market, enterprise, and even small businesses. It is widely used in telecommunications, healthcare, and utility sectors. → | XCALLY is primarily used by large enterprises, especially in information technology and telecommunications, indicating its focus on large-scale operations. → |
| Operational Alignment | Genesys PureConnect integrates smoothly into various operational scales and complexities, offering robust support for diverse environments. → | XCALLY is designed to fit large enterprise operations, aligning well with complex IT and telecom environments needing comprehensive management solutions. → |
Applying your context and needs changes the comparison
Genesys Cloud CX - PureConnect and XCALLY: Best activities based on customer satisfaction
Genesys Cloud CX - PureConnect in Action: Unique Activities
How can Genesys Cloud CX - PureConnect enhance your Helpdesk Management process?
"...ININ was first implemented to replace an aging Avaya system at the companies global call center...." Peer review by Andrew Stone, Sr. IT Project Managet, ePlus inc.
What benefits does Genesys Cloud CX - PureConnect offer for Engagement Management?
"...Member engagement is a huge business driver for our company and the outbound dialer really drives that engagement...." Peer review by Manager in Information Technology
How can Genesys Cloud CX - PureConnect enhance your Conference Call Management process?
"...Caller ID Easy of Use Simplicity of Transfers Camping Feature Conference Calling Consult Transfers Ability to view multiple queues Recording capabililities...." Peer review by Jeremy P
How can Genesys Cloud CX - PureConnect enhance your Contact List Management process?
"...The solution works well in our Contact Centre environment and in areas where there is direct customer contact...." Peer review by Joseph Potts, Systems and Resource Manager, The HEINEKEN Company
XCALLY in Action: Unique Activities
How does XCALLY facilitate Touchpoint Management?
"...It has some really cool features: The customer care agents could manage multiple channels such as chat, email, voice call, fax and SMS according on their skills set and capacity, a customizable real-time reporting dashboard, a user friendly drag and drop visual IVR designer, integrations for Zendesk, custom contact auto pop up details, mobile app and it comes with a free phonebar (softphone) that fit in nicely...." Peer review by John Chua, Information Technology and Services
News
Latest Genesys Cloud CX - PureConnect news
DataParser Announces Support for Genesys Cloud Web Messaging
DataParser by 17a-4 LLC now supports Genesys Cloud Web Messaging, enabling organizations to archive web-based customer conversations for compliance and legal purposes. This integration allows firms to preserve communications in formats suitable for compliance archives and eDiscovery platforms, enhancing data governance capabilities.
Latest XCALLY news
Integration between Salesforce and XCALLY: how it improves the customer experience
XCALLY has integrated with Salesforce to enhance customer experience management. This integration allows companies to manage interactions across multiple channels from a single dashboard, automate workflows, and provide personalized service. By combining Salesforce's CRM capabilities with XCALLY's omnichannel platform, businesses can improve operational efficiency, reduce errors, and deliver consistent, data-driven customer experiences.
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