Acarda Outbound vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Acarda Outbound
Score 7.8 out of 10
N/A
Acarda Outbound (formerly TeamMax) is an outbound call center software offering from Acarda Sales Technologies.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
Acarda OutboundGenesys 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
Acarda OutboundGenesys 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
Community Pulse
Acarda OutboundGenesys Cloud CX
Top Pros
Top Cons

No answers on this topic

Features
Acarda OutboundGenesys Cloud CX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Acarda Outbound
8.3
1 Ratings
0% below category average
Genesys Cloud CX
8.1
396 Ratings
3% below category average
Agent dashboard9.01 Ratings7.8378 Ratings
Outbound response8.01 Ratings7.6294 Ratings
Click-to-call (CTC)8.01 Ratings8.4258 Ratings
Validate callers00 Ratings7.9330 Ratings
Call forwarding00 Ratings8.2319 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
Acarda Outbound
8.5
1 Ratings
3% above category average
Genesys Cloud CX
7.8
376 Ratings
6% below category average
Recording9.01 Ratings8.5356 Ratings
Historical reporting8.01 Ratings7.5350 Ratings
Inbound call routing00 Ratings8.4351 Ratings
Omnichannel inbound routing00 Ratings8.1269 Ratings
Quality management00 Ratings7.9326 Ratings
Call analytics00 Ratings7.9337 Ratings
Live reporting00 Ratings7.8345 Ratings
Customer surveys00 Ratings6.6209 Ratings
Customer interaction analytics00 Ratings7.6252 Ratings
Best Alternatives
Acarda OutboundGenesys Cloud CX
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 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
Acarda OutboundGenesys Cloud CX
Likelihood to Recommend
8.0
(2 ratings)
8.6
(420 ratings)
Likelihood to Renew
-
(0 ratings)
7.2
(37 ratings)
Usability
-
(0 ratings)
9.0
(69 ratings)
Availability
-
(0 ratings)
8.3
(6 ratings)
Performance
-
(0 ratings)
8.1
(6 ratings)
Support Rating
-
(0 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
Acarda OutboundGenesys Cloud CX
Likelihood to Recommend
Acarda Sales Technologies
I think that Acarda is a fantastic tool for any company that is perhaps not selling software, not offering technical support, has minimal technical needs internally, and wants a tool that just works well. We have had issues with support and dropped calls from other outbound and VOIP systems, Acarda was a really solid platform. I would imagine that the average Sales, Billing and Support Team of a small business or StartUp would find a lot to love here.
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.
Read full review
Pros
Acarda Sales Technologies
  • Call clearance and tools
  • Typing notes on the call
  • Recording all calls
  • Advanced reporting
  • Have unsuccessful calls re-scheduled
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.
Read full review
Cons
Acarda Sales Technologies
  • Lacked the level of integrations we needed with other software.
  • That's it. It was great otherwise.
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.
Read full review
Likelihood to Renew
Acarda Sales Technologies
No answers on this topic
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
Read full review
Usability
Acarda Sales Technologies
No answers on this topic
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.
Read full review
Reliability and Availability
Acarda Sales Technologies
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.
Read full review
Performance
Acarda Sales Technologies
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.
Read full review
Support Rating
Acarda Sales Technologies
No answers on this topic
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
Read full review
In-Person Training
Acarda Sales Technologies
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
Read full review
Online Training
Acarda Sales Technologies
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.
Read full review
Implementation Rating
Acarda Sales Technologies
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.
Read full review
Alternatives Considered
Acarda Sales Technologies
I am not super familiar with the competitors because we moved away from this style of support soon after adopting Acarda, but I had no complaints while using it.
Read full review
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.
Read full review
Contract Terms and Pricing Model
Acarda Sales Technologies
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.
Read full review
Scalability
Acarda Sales Technologies
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.
Read full review
Professional Services
Acarda Sales Technologies
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.
Read full review
Return on Investment
Acarda Sales Technologies
  • Increasing productivity and closed sales
  • Making the customer feels trust by providing info about his previous call.
  • Ease of use and quick
Read full review
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.
Read full review
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