Altitude uCI vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Altitude
Score 8.0 out of 10
N/A
Altitude uCI is a configurable, modular unified communications, VoIP, and inbound or outbound contact center solution from Portuguese company Altitude Software.N/A
Genesys Cloud CX
Score 8.4 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 (billed annually) per user
Pricing
Altitude uCIGenesys 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
AltitudeGenesys 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
Altitude uCIGenesys Cloud CX
Considered Both Products
Altitude
Chose Altitude uCI
Altitude uCI offers some CRM capabilities that Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully …
Genesys Cloud CX
Chose Genesys Cloud CX
Genesys Cloud (formerly PureCloud) offers many options out of the box; whereas, in Altitude these things need to be developed. Genesys support is faster to reply and resolve issues.
Chose Genesys Cloud CX
Genesys Cloud is a more mature solution than the other we evaluated, and the company shows a stronger product evolution strategy. The number [of] concurrent uses in the platform shows scalability, resilience, and makes us feel more comfortable.
The appfoundry also is a …
Top Pros
Top Cons
Features
Altitude uCIGenesys Cloud CX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Altitude uCI
9.7
1 Ratings
15% above category average
Genesys Cloud CX
8.2
412 Ratings
2% below category average
Agent dashboard9.01 Ratings7.9394 Ratings
Validate callers10.01 Ratings8.0346 Ratings
Outbound response10.01 Ratings7.9308 Ratings
Call forwarding10.01 Ratings8.3334 Ratings
Click-to-call (CTC)9.01 Ratings8.4269 Ratings
Warm transfer10.01 Ratings8.6381 Ratings
Predictive dialing10.01 Ratings7.9226 Ratings
Interactive voice response10.01 Ratings8.4327 Ratings
REST APIs9.01 Ratings8.0275 Ratings
Call scripts10.01 Ratings8.2305 Ratings
Call tracking10.01 Ratings8.5371 Ratings
Multichannel integration10.01 Ratings8.4300 Ratings
CRM software integration9.01 Ratings7.9290 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Altitude uCI
9.6
1 Ratings
16% above category average
Genesys Cloud CX
8.0
391 Ratings
2% below category average
Inbound call routing10.01 Ratings8.4366 Ratings
Omnichannel inbound routing10.01 Ratings8.3283 Ratings
Recording10.01 Ratings8.6371 Ratings
Quality management9.01 Ratings8.2340 Ratings
Call analytics8.01 Ratings8.1350 Ratings
Historical reporting10.01 Ratings7.6365 Ratings
Live reporting10.01 Ratings7.9360 Ratings
Customer surveys00 Ratings6.8221 Ratings
Customer interaction analytics00 Ratings7.9265 Ratings
Best Alternatives
Altitude uCIGenesys Cloud CX
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Altitude uCIGenesys Cloud CX
Likelihood to Recommend
9.0
(1 ratings)
8.6
(436 ratings)
Likelihood to Renew
-
(0 ratings)
7.7
(38 ratings)
Usability
-
(0 ratings)
9.0
(69 ratings)
Availability
-
(0 ratings)
8.2
(6 ratings)
Performance
-
(0 ratings)
8.1
(6 ratings)
Support Rating
-
(0 ratings)
7.0
(100 ratings)
In-Person Training
-
(0 ratings)
8.5
(5 ratings)
Online Training
-
(0 ratings)
7.9
(11 ratings)
Implementation Rating
-
(0 ratings)
7.8
(20 ratings)
Configurability
-
(0 ratings)
9.0
(6 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.2
(15 ratings)
Ease of integration
-
(0 ratings)
7.1
(8 ratings)
Product Scalability
-
(0 ratings)
9.0
(7 ratings)
Professional Services
-
(0 ratings)
7.7
(12 ratings)
Vendor post-sale
-
(0 ratings)
7.3
(9 ratings)
Vendor pre-sale
-
(0 ratings)
7.8
(9 ratings)
User Testimonials
Altitude uCIGenesys Cloud CX
Likelihood to Recommend
Altitude Software
  • Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more.
  • Powerful predictive dialing--gives the option to change between dialing modes without interruptions.
  • Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey.
  • Offers the possibility to save interaction outcomes and present them in monitoring and reports.
  • Cannot replace a corporate PBX.
Read full review
Genesys
With telephony, I believe that Genesys Cloud CX is ahead of its class and can provide a streamlined approach to call routing and efficiency. I believe that the platform is more than capable in handling telephony services for operations. The reporting and line of sight to real time reporting is also impressive. Having that type of availability to supervisors can be game changing. However, the email and workitems use cases are very far behind. If your business relies on email then it will need to come up with out of the box solutions for everyday use.
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Pros
Altitude Software
  • Predictive outbound
  • Offers a reliable CRM-lite option
  • GDPR platform module
  • Customizable reports
  • Powerful IVR flows with many options
  • Web-based management and agent applications available
Read full review
Genesys
  • Standard omnichannel routing - multiple-media interactions are handled well.
  • WFM - agent scheduled, workload balancing, forecasting, etc.
  • 3rd Party Integrations - Easy integration with CRMs, DBs. ADs etc.
  • We are exploring Predictive Routing & finding is useful so far.
  • Reporting is also very useful & informative.
Read full review
Cons
Altitude Software
  • User interface
  • Offers no direct access to its database
  • Support responsiveness could be better
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
Altitude Software
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
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Usability
Altitude Software
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.
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Reliability and Availability
Altitude Software
No answers on this topic
Genesys
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
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Performance
Altitude Software
No answers on this topic
Genesys
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
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Support Rating
Altitude Software
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
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In-Person Training
Altitude Software
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
Altitude Software
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
Altitude Software
No answers on this topic
Genesys
We had a complicated implementation because of the requirements around our routing. I recommend that you allow plenty of time for design and testing if you have complicated requirements. We had to push our implementation out several times to make sure it was done properly and still I think some issues were missed, but since fixed
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Alternatives Considered
Altitude Software
Altitude uCI offers some CRM capabilities that Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While Genesys Cloud is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.
Read full review
Genesys
Genesys meets the necessary requirements for our organization. The platforms named above partially met the requirements but not in their entirety. The training provided by Genesys through live or self-study courses or the knowledge base in the resource center is far superior to its competitors.
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Contract Terms and Pricing Model
Altitude Software
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
Altitude Software
No answers on this topic
Genesys
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
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Professional Services
Altitude Software
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
Altitude Software
  • Reliable prediction improves productivity
  • Multichannel integration offers an all-in-one solution
  • Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions
  • Can work with existing corporate PBXs (Cisco, Alcatel, Avaya)
Read full review
Genesys
  • Because the platform already has all the information on the customer, and every interaction within it, it already brings us a return on investment because we do not have to deploy other legacy systems. For example, for you to monitor calls or interactions, everything is already on the same platform. It would be an extra cost if you had to have another CRM behind Genesys. In this case, Genesys Cloud CX already embeds all the solutions in one.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance