Abstract vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Abstract
Score 4.0 out of 10
N/A
Abstract, from the company of the same name headquartered in San Francisco, offers a collaboration tool for developers and others, featuring a version controlled master file set and approval workflow.N/A
Genesys Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Pricing
AbstractGenesys Cloud CX
Editions & Modules
No answers on this topic
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
AbstractGenesys Cloud CX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Features
AbstractGenesys Cloud CX
Project Management
Comparison of Project Management features of Product A and Product B
Abstract
3.4
5 Ratings
79% below category average
Genesys Cloud CX
-
Ratings
Task Management3.01 Ratings00 Ratings
Gantt Charts3.01 Ratings00 Ratings
Scheduling3.01 Ratings00 Ratings
Workflow Automation6.03 Ratings00 Ratings
Mobile Access5.04 Ratings00 Ratings
Search1.04 Ratings00 Ratings
Visual planning tools3.01 Ratings00 Ratings
Communication
Comparison of Communication features of Product A and Product B
Abstract
7.1
5 Ratings
12% below category average
Genesys Cloud CX
-
Ratings
Chat10.02 Ratings00 Ratings
Notifications7.05 Ratings00 Ratings
Discussions7.05 Ratings00 Ratings
Surveys4.01 Ratings00 Ratings
Internal knowledgebase7.62 Ratings00 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Abstract
7.2
5 Ratings
11% below category average
Genesys Cloud CX
-
Ratings
Versioning8.05 Ratings00 Ratings
Document collaboration6.04 Ratings00 Ratings
Access control6.05 Ratings00 Ratings
Advanced security features6.92 Ratings00 Ratings
Device sync9.13 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Abstract
-
Ratings
Genesys Cloud CX
8.1
396 Ratings
3% below category average
Agent dashboard00 Ratings7.8378 Ratings
Validate callers00 Ratings7.9330 Ratings
Outbound response00 Ratings7.6294 Ratings
Call forwarding00 Ratings8.2319 Ratings
Click-to-call (CTC)00 Ratings8.4258 Ratings
Warm transfer00 Ratings8.5366 Ratings
Predictive dialing00 Ratings7.8218 Ratings
Interactive voice response00 Ratings8.3313 Ratings
REST APIs00 Ratings8.1263 Ratings
Call scripts00 Ratings8.3292 Ratings
Call tracking00 Ratings8.4356 Ratings
Multichannel integration00 Ratings8.3287 Ratings
CRM software integration00 Ratings7.7278 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Abstract
-
Ratings
Genesys Cloud CX
7.8
376 Ratings
6% below category average
Inbound call routing00 Ratings8.4351 Ratings
Omnichannel inbound routing00 Ratings8.1269 Ratings
Recording00 Ratings8.5356 Ratings
Quality management00 Ratings7.9326 Ratings
Call analytics00 Ratings7.9337 Ratings
Historical reporting00 Ratings7.5350 Ratings
Live reporting00 Ratings7.8345 Ratings
Customer surveys00 Ratings6.6209 Ratings
Customer interaction analytics00 Ratings7.6252 Ratings
Best Alternatives
AbstractGenesys Cloud CX
Small Businesses
Avaza
Avaza
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Troop Messenger
Troop Messenger
Score 9.8 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
HCL Connections
HCL Connections
Score 9.0 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
AbstractGenesys Cloud CX
Likelihood to Recommend
3.0
(5 ratings)
8.6
(420 ratings)
Likelihood to Renew
1.0
(1 ratings)
7.2
(37 ratings)
Usability
7.0
(1 ratings)
9.0
(69 ratings)
Availability
-
(0 ratings)
8.3
(6 ratings)
Performance
-
(0 ratings)
8.1
(6 ratings)
Support Rating
8.8
(4 ratings)
7.0
(98 ratings)
In-Person Training
-
(0 ratings)
8.3
(5 ratings)
Online Training
-
(0 ratings)
7.9
(11 ratings)
Implementation Rating
-
(0 ratings)
8.2
(19 ratings)
Configurability
-
(0 ratings)
8.7
(6 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
-
(0 ratings)
6.5
(8 ratings)
Product Scalability
-
(0 ratings)
8.3
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
-
(0 ratings)
8.3
(7 ratings)
Vendor pre-sale
-
(0 ratings)
8.3
(7 ratings)
User Testimonials
AbstractGenesys Cloud CX
Likelihood to Recommend
Abstract
  • Large teams with dedicated design operations support
  • UX managers that want a facilitated workflow for their teams
  • Disciplined teams of individual contributors that want to adopt a process in their UI workflow
  • Cross-discipline teams that want a central collaboration space for reviewing and critiquing UI artifacts
  • If your files are named "FOR-REALS_FINAL_FINAL_FINAL_Super-Important-Project (copy).sketch"
  • If you're managing multiple pattern libraries
Read full review
Genesys
As mentioned above, Small & Mid level contact center make use of Genesys Cloud CX features well. The predictive routing is one useful feature for them. However Large Scale businesses require segregation & multiple routing & queueing options in Genesys Cloud CX. Some customers has budget constraints as the platform's most comprehensive features come at an extra cost.
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Pros
Abstract
  • Versioning for desginers
  • Collaboration between team members
Read full review
Genesys
  • We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.
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Cons
Abstract
  • Asset exports are not as great as Zeplin and others.
  • Filtering within files.
Read full review
Genesys
  • We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
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Likelihood to Renew
Abstract
as already explained this software only does branching... the rest is really poor and basic
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Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
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Usability
Abstract
Abstract has a difficult learning curve. If a feature-branch workflow is new to you, then it will take some getting used to. They make a lot of updates to the interface and these feature releases get ahead of their documentation. They rely heavily on an excellent customer support team and are present on various Slack channels to help design professionals with issues.
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Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
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Reliability and Availability
Abstract
No answers on this topic
Genesys
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
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Performance
Abstract
No answers on this topic
Genesys
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
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Support Rating
Abstract
Abstract by nature is complex and has to respond to whatever changes in Sketch. So there are frequent issues. Support can be slow to respond and are not always helpful, but they are quick to find and patch the bugs. Overall, it's not the best support, but it hasn't been detrimental.
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Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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In-Person Training
Abstract
No answers on this topic
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
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Online Training
Abstract
No answers on this topic
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Implementation Rating
Abstract
No answers on this topic
Genesys
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
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Alternatives Considered
Abstract
I purchased and administer Abstract. It was requested by our design department who evaluated it.
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Genesys
So we came from Avaya where we were using their Oceania PR platform, which was similar to this but nowhere near as good. It was actually very poorly run when we started looking at moving away. We had to narrow down between Genesys and NICE. So I like both platforms but Genesys, as an overall platform, just made more sense for us.
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Contract Terms and Pricing Model
Abstract
No answers on this topic
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Scalability
Abstract
No answers on this topic
Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
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Professional Services
Abstract
No answers on this topic
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
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Return on Investment
Abstract
  • Single source of truth for the team.
  • Could quickly get expensive with corporate accounts.
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Genesys
  • Cost savings-wise, I think our abandonment rate has actually gone down drastically with moving to Genesys Cloud CX.
  • First-call resolution has gone up quite a bit by using Genesys Cloud CX. Even the number of tickets, to be honest, has come down. We have to handle on a day-to-day basis, which is cost savings by itself, which which leads to agent productivity. So all of those are beneficial.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability