What users are saying about
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Top Rated
362 Ratings
14 Ratings
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Score 4.5 out of 100

Genesys Cloud

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Top Rated
362 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Aspect Unified IP

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Joseph Burda | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud makes a fantastic resource for a medium or growing business' call center. It can support multiple teams and allows the monitoring of chat and email as well which many companies are looking to utilize. Functionality of Genesys Cloud cannot be beat at its price, but some small businesses may be priced out of utilizing it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.1
Genesys Cloud
8.2
Agent dashboard
Aspect Unified IP
8.6
Genesys Cloud
8.4
Validate callers
Aspect Unified IP
9.1
Genesys Cloud
7.7
Outbound response
Aspect Unified IP
9.0
Genesys Cloud
8.0
Call forwarding
Aspect Unified IP
9.1
Genesys Cloud
8.4
Click-to-call (CTC)
Aspect Unified IP
9.6
Genesys Cloud
9.0
Warm transfer
Aspect Unified IP
9.1
Genesys Cloud
8.8
Predictive dialing
Aspect Unified IP
9.6
Genesys Cloud
6.8
Interactive voice response
Aspect Unified IP
9.1
Genesys Cloud
8.5
REST APIs
Aspect Unified IP
9.1
Genesys Cloud
8.5
Call scripts
Aspect Unified IP
9.1
Genesys Cloud
8.5
Call tracking
Aspect Unified IP
9.6
Genesys Cloud
8.7
Multichannel integration
Aspect Unified IP
8.2
Genesys Cloud
8.2
CRM software integration
Aspect Unified IP
8.7
Genesys Cloud
7.6

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Genesys Cloud
8.1
Inbound call routing
Aspect Unified IP
9.0
Genesys Cloud
8.6
Omnichannel inbound routing
Aspect Unified IP
8.1
Genesys Cloud
8.5
Recording
Aspect Unified IP
9.6
Genesys Cloud
8.6
Quality management
Aspect Unified IP
9.1
Genesys Cloud
8.2
Call analytics
Aspect Unified IP
8.6
Genesys Cloud
8.5
Historical reporting
Aspect Unified IP
7.4
Genesys Cloud
8.1
Live reporting
Aspect Unified IP
7.4
Genesys Cloud
8.2
Customer surveys
Aspect Unified IP
8.6
Genesys Cloud
6.8
Customer interaction analytics
Aspect Unified IP
9.1
Genesys Cloud
7.6

Pros

Aspect Unified IP

  • When I administer and support this software for a few months, I can comment that, without a doubt, it is good software to start a call center with.
  • The main thing is to indicate that the software can be configured to have high availability with several servers that will help keep the service active.
  • You can count on several telephone lines that will be centralized in the appearance system.
  • The big advantage is that you have call recording and live video, you can also locate the video recordings of all the calls.
Jose Raul Faria | 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

Aspect Unified IP

  • It needs build-in seamlessness of Channel - Omni channel is still not available
  • Aspect services are costly
  • Need to add AIML in Aspect
Bhosale Deepak | 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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 15 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.1
Based on 36 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

Aspect Unified IP

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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.6
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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 6.6
Based on 99 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

Aspect Unified IP

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

Aspect Unified IP

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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.0
Based on 19 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

Aspect Unified IP

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
Joseph Burda | TrustRadius Reviewer

Genesys Cloud

All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.
Sebastian Cuadras | TrustRadius Reviewer

Scalability

Aspect Unified IP

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

Aspect Unified IP

  • My financial control has been much more controlled.
  • I identify in my indicators everything that has changed before and after having the service.
  • The results obtained can be appreciated just by checking my profits.
  • The objectives set according to this application and the annual cost is being adequate.
Jose Raul Faria | 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

Aspect Unified IP

General

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

Aspect Unified IP Editions & Modules

Additional Pricing Details

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

Aspect Unified IP
8.5
Genesys Cloud
7.7

Likelihood to Renew

Aspect Unified IP
Genesys Cloud
8.2

Usability

Aspect Unified IP
Genesys Cloud
8.1

Reliability and Availability

Aspect Unified IP
Genesys Cloud
8.7

Performance

Aspect Unified IP
Genesys Cloud
7.6

Support Rating

Aspect Unified IP
Genesys Cloud
6.6

In-Person Training

Aspect Unified IP
Genesys Cloud
8.2

Online Training

Aspect Unified IP
Genesys Cloud
7.3

Implementation Rating

Aspect Unified IP
Genesys Cloud
8.0

Scalability

Aspect Unified IP
Genesys Cloud
8.7

Add comparison