What users are saying about
6 Ratings
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Top Rated
344 Ratings
6 Ratings
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Score 4 out of 100

Genesys Cloud

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Top Rated
344 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

Alma Suite

My business is HR consulting. Best benefits: organize freelance consultants by projects and tasks.
Anonymous | TrustRadius Reviewer

Genesys Cloud

For instance, all of my missed calls from clients always have some sort of notification that they have called or left a voicemail in order to quickly get back in touch with them. This helps me and the company itself to bring in new clients and help grow the business.The only scenario that I can say that I have had trouble with is when making a three-way phone call and then trying to transfer this three-way call to another colleague. Still haven't figured out how to successfully do this.
Sebastian Cuadras | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Alma Suite
6.7
Genesys Cloud
Task Management
Alma Suite
8.2
Genesys Cloud
Mobile Access
Alma Suite
6.4
Genesys Cloud
Search
Alma Suite
5.5
Genesys Cloud

Communication

Alma Suite
7.0
Genesys Cloud
Chat
Alma Suite
5.5
Genesys Cloud
Notifications
Alma Suite
8.2
Genesys Cloud
Discussions
Alma Suite
7.3
Genesys Cloud
Internal knowledgebase
Alma Suite
7.3
Genesys Cloud

Contact Center Software

Alma Suite
Genesys Cloud
8.3
Agent dashboard
Alma Suite
Genesys Cloud
8.4
Validate callers
Alma Suite
Genesys Cloud
7.6
Outbound response
Alma Suite
Genesys Cloud
8.0
Call forwarding
Alma Suite
Genesys Cloud
8.3
Click-to-call (CTC)
Alma Suite
Genesys Cloud
9.0
Warm transfer
Alma Suite
Genesys Cloud
8.8
Predictive dialing
Alma Suite
Genesys Cloud
6.9
Interactive voice response
Alma Suite
Genesys Cloud
8.6
REST APIs
Alma Suite
Genesys Cloud
8.6
Call scripts
Alma Suite
Genesys Cloud
8.5
Call tracking
Alma Suite
Genesys Cloud
8.8
Multichannel integration
Alma Suite
Genesys Cloud
8.3
CRM software integration
Alma Suite
Genesys Cloud
7.7

Workforce Optimization (WFO)

Alma Suite
Genesys Cloud
8.2
Inbound call routing
Alma Suite
Genesys Cloud
8.6
Omnichannel inbound routing
Alma Suite
Genesys Cloud
8.5
Recording
Alma Suite
Genesys Cloud
8.6
Quality management
Alma Suite
Genesys Cloud
8.2
Call analytics
Alma Suite
Genesys Cloud
8.6
Historical reporting
Alma Suite
Genesys Cloud
8.2
Live reporting
Alma Suite
Genesys Cloud
8.3
Customer surveys
Alma Suite
Genesys Cloud
6.9
Customer interaction analytics
Alma Suite
Genesys Cloud
7.7

Pros

Alma Suite

  • Great for task administration.
  • Customer service is friendly, pragmatic and always available.
  • Organize freelance consultants by projects and tasks.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
Anonymous | TrustRadius Reviewer

Cons

Alma Suite

  • Need to improve in the way it shows project development in time: Gantt chart, schedules, etc.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
Jawad Hammash | TrustRadius Reviewer

Likelihood to Renew

Alma Suite

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 13 answers
Because the product is fitting with our expectations in general terms. The Genesys account management is working near us and leading us in the evolution process based on their solutions.
Anonymous | TrustRadius Reviewer

Usability

Alma Suite

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.1
Based on 35 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

Alma Suite

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 5 answers
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.
Danette Babyn | TrustRadius Reviewer

Performance

Alma Suite

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.7
Based on 5 answers
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.
Nikos Papakonstantinou | TrustRadius Reviewer

Support Rating

Alma Suite

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 6.4
Based on 98 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

Alma Suite

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

Alma Suite

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

Alma Suite

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.0
Based on 18 answers
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.
Matthew Calton | TrustRadius Reviewer

Alternatives Considered

Alma Suite

Better features for project development follow up than Asana and Wrike (previous choices)
Anonymous | TrustRadius Reviewer

Genesys Cloud

Unlike a few other solutions considered, Genesys Cloud provides a one-stop-shop package for all the Cloud Contact Center and associated workforce management needs. It provides an effective and efficient control of the customers' end-to-end experience with our bank's contact center. The intuitive user interface is an added advantage, providing employees with a great tool to streamline comms and generally make their life/work easier.
Anonymous | TrustRadius Reviewer

Scalability

Alma Suite

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | TrustRadius Reviewer

Return on Investment

Alma Suite

  • Positive: Internal Communication and Collaboration
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Rodrigo Avila | TrustRadius Reviewer

Screenshots

Pricing Details

Alma Suite

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$100*

* users

Alma Suite Editions & Modules

Edition
Alma Suite Enterprise$51
Alma SuiteEnterprise$51
Alma Suite UnlimitedQuote1
  1. users
Additional Pricing Details
70% Discount for NGOs 50% for Benefit corporations, Educational Institutions & Health Care. 30% for Companies already working with a Consultant on Cultural Development or related issues.

Genesys Cloud

General

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

Genesys Cloud Editions & Modules

Edition
Starting Price$900.001
Maximum Price$1,680.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Alma Suite
6.4
Genesys Cloud
7.7

Likelihood to Renew

Alma Suite
Genesys Cloud
8.2

Usability

Alma Suite
Genesys Cloud
8.1

Reliability and Availability

Alma Suite
Genesys Cloud
8.7

Performance

Alma Suite
Genesys Cloud
7.7

Support Rating

Alma Suite
Genesys Cloud
6.4

In-Person Training

Alma Suite
Genesys Cloud
8.2

Online Training

Alma Suite
Genesys Cloud
7.3

Implementation Rating

Alma Suite
Genesys Cloud
8.0

Scalability

Alma Suite
Genesys Cloud
8.7

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