What users are saying about
5 Ratings
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240 Ratings
5 Ratings
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Score 8.5 out of 100

Genesys Cloud

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240 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

Abstract

Our design department is indeed very happy with Abstract to solve their issues with regard to versioning and collaboration, etc. The admin side of the program is not that great. It's easy and simple, however, it would be nice to limit access more easily and maybe even link Abstract with our directory. The flexibility for accessing the work designers do can't be beaten!
Christopher Fritz | TrustRadius Reviewer

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Abstract
7.5
Genesys Cloud
Workflow Automation
Abstract
7.5
Genesys Cloud
Mobile Access
Abstract
7.0
Genesys Cloud
Search
Abstract
8.0
Genesys Cloud

Communication

Abstract
8.7
Genesys Cloud
Chat
Abstract
10.0
Genesys Cloud
Notifications
Abstract
9.3
Genesys Cloud
Discussions
Abstract
8.0
Genesys Cloud
Internal knowledgebase
Abstract
7.5
Genesys Cloud

File Sharing & Management

Abstract
7.9
Genesys Cloud
Versioning
Abstract
10.0
Genesys Cloud
Document collaboration
Abstract
8.3
Genesys Cloud
Access control
Abstract
8.0
Genesys Cloud
Advanced security features
Abstract
4.0
Genesys Cloud
Device sync
Abstract
9.0
Genesys Cloud

Contact Center Software

Abstract
Genesys Cloud
8.3
Agent dashboard
Abstract
Genesys Cloud
8.1
Validate callers
Abstract
Genesys Cloud
7.2
Outbound response
Abstract
Genesys Cloud
8.1
Call forwarding
Abstract
Genesys Cloud
7.6
Click-to-call (CTC)
Abstract
Genesys Cloud
9.1
Warm transfer
Abstract
Genesys Cloud
8.8
Predictive dialing
Abstract
Genesys Cloud
7.5
Interactive voice response
Abstract
Genesys Cloud
8.7
REST APIs
Abstract
Genesys Cloud
8.6
Call scripts
Abstract
Genesys Cloud
8.3
Call tracking
Abstract
Genesys Cloud
8.9
Multichannel integration
Abstract
Genesys Cloud
8.7
CRM software integration
Abstract
Genesys Cloud
7.6

Workforce Optimization (WFO)

Abstract
Genesys Cloud
8.3
Inbound call routing
Abstract
Genesys Cloud
8.5
Omnichannel inbound routing
Abstract
Genesys Cloud
8.7
Recording
Abstract
Genesys Cloud
8.5
Quality management
Abstract
Genesys Cloud
8.3
Call analytics
Abstract
Genesys Cloud
8.7
Historical reporting
Abstract
Genesys Cloud
8.4
Live reporting
Abstract
Genesys Cloud
8.5
Customer surveys
Abstract
Genesys Cloud
7.3
Customer interaction analytics
Abstract
Genesys Cloud
8.1

Pros

Abstract

  • Branch management for design files.
  • Good collaborative features like comments and sharing.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Genesys Cloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys Cloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

Cons

Abstract

  • Frequent bugs between Abstract and Sketch.
  • Takes a lot of processing power and battery.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | TrustRadius Reviewer

Likelihood to Renew

Abstract

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
Based on 9 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Usability

Abstract

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.9
Based on 28 answers
As I have been saying Genesys Cloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed.
Ronnie Knight | TrustRadius Reviewer

Reliability and Availability

Abstract

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
Based on 3 answers
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Performance

Abstract

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
Based on 3 answers
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Support Rating

Abstract

Abstract 7.8
Based on 4 answers
Customer support seems to be fast at responding. We haven't had issues yet at least
Christopher Fritz | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.5
Based on 94 answers
When deployed, there are some times issues where you need to contact official support. During my experience, I had issues with a couple of my customers regarding the device. Genesys' support does replace the device after a lot of validations and the shipping time is a headache for us as it takes a lot of time to come from the US to Saudi Arabia. This could be improved.
Teja DSV | TrustRadius Reviewer

In-Person Training

Abstract

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

Abstract

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 3 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

Abstract

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.7
Based on 13 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Alternatives Considered

Abstract

There are very few tools that compete with Abstract right now. I would say none of them are even close to this yet.
Anonymous | TrustRadius Reviewer

Genesys Cloud

We use also Genesys Engage on Premises. Both offer great customer experience but we choose Genesys Cloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. Genesys Engage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Scalability

Abstract

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 2 answers
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Return on Investment

Abstract

  • Saves time on file management
  • Keeps old, archived work
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • We have had Genesys Cloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

Screenshots

Pricing Details

Abstract

General

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

Genesys Cloud

General

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

Rating Summary

Likelihood to Recommend

Abstract
8.7
Genesys Cloud
7.0

Likelihood to Renew

Abstract
Genesys Cloud
8.5

Usability

Abstract
Genesys Cloud
7.9

Reliability and Availability

Abstract
Genesys Cloud
8.5

Performance

Abstract
Genesys Cloud
8.5

Support Rating

Abstract
7.8
Genesys Cloud
6.5

In-Person Training

Abstract
Genesys Cloud
8.2

Online Training

Abstract
Genesys Cloud
7.3

Implementation Rating

Abstract
Genesys Cloud
7.7

Scalability

Abstract
Genesys Cloud
8.7

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