Adobe Connect vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Adobe Connect
Score 7.0 out of 10
N/A
Adobe Connect is a web conferencing platform that enables users to create presentations, online training materials, and learning modules. The product is entirely Adobe Flash-based and has several add-ons for customizing its software to suit each users’ unique needs.
$50
per host/per month
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
Adobe ConnectGenesys Cloud CX
Editions & Modules
Meetings
$50
per host/per month
Webinars & Learning
$130
per host/per month
Small Meetings
Free
Forever free for up to 3 participants
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
Adobe ConnectGenesys Cloud CX
Free Trial
YesYes
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
Adobe ConnectGenesys Cloud CX
Considered Both Products
Adobe Connect

No answer on this topic

Genesys Cloud CX
Chose Genesys Cloud CX
Unfortunately, as just an assistant manager, I wasn't able to compare similar products to Genesys Cloud. I was informed that we were moving to the new system and then asked to help implement it. It would have been helpful to compare and contrast some of the competitors to …
Top Pros
Top Cons
Features
Adobe ConnectGenesys Cloud CX
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Adobe Connect
8.0
65 Ratings
0% below category average
Genesys Cloud CX
-
Ratings
High quality audio8.764 Ratings00 Ratings
High quality video7.264 Ratings00 Ratings
Low bandwidth requirements6.955 Ratings00 Ratings
Mobile support9.142 Ratings00 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Adobe Connect
7.7
64 Ratings
4% below category average
Genesys Cloud CX
-
Ratings
Desktop sharing8.064 Ratings00 Ratings
Whiteboards7.454 Ratings00 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Adobe Connect
7.9
65 Ratings
4% below category average
Genesys Cloud CX
-
Ratings
Calendar integration9.241 Ratings00 Ratings
Meeting initiation8.656 Ratings00 Ratings
Integrates with social media7.328 Ratings00 Ratings
Record meetings / events7.360 Ratings00 Ratings
Slideshows7.251 Ratings00 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Adobe Connect
8.6
64 Ratings
2% above category average
Genesys Cloud CX
-
Ratings
Live chat9.462 Ratings00 Ratings
Audience polling8.255 Ratings00 Ratings
Q&A8.352 Ratings00 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Adobe Connect
8.9
60 Ratings
6% above category average
Genesys Cloud CX
-
Ratings
User authentication7.953 Ratings00 Ratings
Participant roles & permissions9.360 Ratings00 Ratings
Confidential attendee list9.448 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Adobe Connect
-
Ratings
Genesys Cloud CX
8.1
382 Ratings
3% below category average
Agent dashboard00 Ratings7.9365 Ratings
Validate callers00 Ratings7.9318 Ratings
Outbound response00 Ratings7.6283 Ratings
Call forwarding00 Ratings8.3307 Ratings
Click-to-call (CTC)00 Ratings8.4245 Ratings
Warm transfer00 Ratings8.5352 Ratings
Predictive dialing00 Ratings7.8208 Ratings
Interactive voice response00 Ratings8.3299 Ratings
REST APIs00 Ratings8.3251 Ratings
Call scripts00 Ratings8.4280 Ratings
Call tracking00 Ratings8.4343 Ratings
Multichannel integration00 Ratings8.3275 Ratings
CRM software integration00 Ratings7.8265 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Adobe Connect
-
Ratings
Genesys Cloud CX
7.8
364 Ratings
6% below category average
Inbound call routing00 Ratings8.5339 Ratings
Omnichannel inbound routing00 Ratings8.0257 Ratings
Recording00 Ratings8.4344 Ratings
Quality management00 Ratings7.9314 Ratings
Call analytics00 Ratings7.9325 Ratings
Historical reporting00 Ratings7.6338 Ratings
Live reporting00 Ratings7.8333 Ratings
Customer surveys00 Ratings6.7198 Ratings
Customer interaction analytics00 Ratings7.6240 Ratings
Best Alternatives
Adobe ConnectGenesys Cloud CX
Small Businesses
ClickMeeting
ClickMeeting
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
ClickMeeting
ClickMeeting
Score 9.4 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
TeamViewer
TeamViewer
Score 8.3 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
Adobe ConnectGenesys Cloud CX
Likelihood to Recommend
7.7
(92 ratings)
8.6
(406 ratings)
Likelihood to Renew
10.0
(27 ratings)
7.2
(37 ratings)
Usability
7.7
(36 ratings)
9.1
(68 ratings)
Availability
5.5
(1 ratings)
8.4
(6 ratings)
Performance
-
(0 ratings)
8.0
(6 ratings)
Support Rating
7.6
(31 ratings)
7.1
(97 ratings)
In-Person Training
-
(0 ratings)
7.7
(4 ratings)
Online Training
7.5
(2 ratings)
7.6
(10 ratings)
Implementation Rating
7.9
(4 ratings)
8.2
(18 ratings)
Configurability
-
(0 ratings)
8.2
(5 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
-
(0 ratings)
5.3
(7 ratings)
Product Scalability
5.0
(1 ratings)
8.4
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
-
(0 ratings)
8.4
(7 ratings)
Vendor pre-sale
-
(0 ratings)
8.4
(7 ratings)
User Testimonials
Adobe ConnectGenesys Cloud CX
Likelihood to Recommend
Adobe
It is a great resource for evaluating, refining, and combining abilities and essential experiences in the growth of the sales team training; It is productive and lucrative in terms of distance knowledge transfer, and it reduces employee training financing and expenditures. I really like the ability to collaborate as a group on a huge research project even when we are not in the same country.
Read full review
Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
Read full review
Pros
Adobe
  • Adobe Connect has presentation features like transitions and animations, which are important in communications.
  • Furthermore, Adobe Connect supports virtual events in the classroom, where training is done and knowledge acquired.
  • Lastly, Adobe Connect makes virtual meetings through conferencing effective and manageable at a minimal cost.
Read full review
Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
Read full review
Cons
Adobe
  • The overall connection and lag sometimes are disruptive. This may not be due to the platform as a whole, connectivity, and strength of the signal is probably a factor but it can get glitchy sometimes.
  • More features for remote desktop options, whiteboarding, or screen sharing to actively resolve issues would be great while collaborating.
  • Online support or forums to help assist with issues aren't as prevalent as you think they'd be. More individual resources to assist with issues would be helpful.
Read full review
Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
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Likelihood to Renew
Adobe
The longer you use Adobe Connect, the longer you are likely to use it. Because you can build more and more resources over time, creating rooms that you re-use, recorded content you can repurpose, and tools that form the basis of ever increasing productivity, the more you use Connect, the more productive you become. Unlike competing products where, with every meeting you essentially start over -- setting up your resources for each meeting -- in my Connect rooms, I have highly tuned tools to accomplish my knowledge transfer goals. When I want to conduct another session - I send a link out to the appropriate room and instantly we are all focusing on getting a job done together. This ability of Adobe Connect to make you productive at an ever quickening rate is a competitive advantage
Read full review
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
Adobe
As sophisticated a product as Adobe Connect, the ease of use is outstanding. In my experience, even a user with very little knowledge of Adobe Connect can begin using and even leading sessions with very little training to get started with the basic features. Additional training is needed to become comfortable with the number of available features, but learning curve even for those is no steeper than would normally be expected from similar software.
Read full review
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
Adobe
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
Adobe
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
Adobe
The customer support of Adobe connect is professional and well-skilled for resolving our minor and major issues. Moreover, it has almost all the features that will provide you a secure connection, with people across the world. Education institutes can also implement this software. On the basis of its quality and technology, I will surely advise you to try it once.
Read full review
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
Adobe
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
Adobe
The ability to have most of the functionality of a full LMS at a fraction of the cost is huge. I can create manage and deploy both synchronous and asynchronous training based on the situation and all of my training is tracked through a series of easily created reports
Read full review
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
Adobe
Prices do not seem to vary much among resellers of the Adobe Connect hosted license; the only price variation you're likely to find are among the audio providers. When implementing, you may also wish to look into expanding the amount of storage you are allowed on the server to avoid any problems later on as your library of files starts to build up
Read full review
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
Adobe
Actually, it was the other way around....we were using Adobe Connect, company-wide, then switched over to Zoom, mostly, I think, as a cost-cutting measure. But some Learning & Development folks campaigned to be allowed to retain some Adobe Connect licenses (for example, one L&D area had literally over 250 room layouts that their course facilitators could just jump into and use to deliver a course on short notice), which also allows some of us to continue to publish Presenter and Captivate modules to the Adobe server. (But, even those of us who still have Adobe Connect licenses use Zoom for most regular business meetings.)
Read full review
Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
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Contract Terms and Pricing Model
Adobe
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
Adobe
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
Adobe
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
Adobe
  • Save on time - our instructors and people that use the platform can teach more classes and more often than in-person training and time traveling.
  • We cut down on spending. When we offer training using Connect - we do not have to spend on meals, hard copy materials, and reserving a venue to deliver training.
  • We increase our training sales significantly but offering Connect as an alternative - any unforeseen cancellations to a public class can result in transferring to a remote online Connected class.
Read full review
Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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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