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Top Rated
397 Ratings
28 Ratings
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Score 8.8 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
397 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

Aspect Workforce Management

I would say Aspect is less appropriate with smaller businesses or businesses with a smaller amount of clients. Aspect is really useful if you have a lot of customers and employees as you have to schedule the employee breaks and time off around the business needs. A lot of smaller businesses don't need that ability since they might not have the demanding customers like a lot of larger companies would have.
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud can be as simple or complex as you need. We have small contact centers that don't even need an IVR, whereas others have over 200 agents. For our end-users, the system is simple to use, and most tasks can be accomplished by supervisors. Where we have struggled is when a team wants to use both Salesforce and Genesys Cloud and interactions are coming from both systems, it can be awkward having to switch back and forth between Salesforce and Genesys Cloud to respond to those interactions. We would really love to be able to use post-call IVR surveys and hope that they will be available soon.
Brenda Wynne | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Agent dashboard
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.8
Validate callers
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.6
Outbound response
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Call forwarding
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Click-to-call (CTC)
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
9.4
Warm transfer
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Predictive dialing
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.6
Interactive voice response
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
9.2
REST APIs
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
9.0
Call scripts
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Call tracking
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Multichannel integration
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.0
CRM software integration
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.4

Workforce Optimization (WFO)

Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Inbound call routing
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Omnichannel inbound routing
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Recording
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Quality management
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call analytics
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Historical reporting
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
7.5
Live reporting
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Customer surveys
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
7.2
Customer interaction analytics
Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
7.7

Pros

Aspect Workforce Management

  • The tool offers a great deal of flexibility in forecasting approaches. It allows you to track seasonality, growth, day of week factors, arrival patterns, store information on holidays and special events. You have the flexibility to forecast based on historical data or user defined data or a combination.
  • Although somewhat complex to configure initially, the scheduling features are also quite flexible allow you to create schedule scenarios for the most unique situations.
  • There are a great number of reports available in the tool and the tools offers you a variety of different options for pulling the same data making it much easier to analyze and trend. You can also set up routine reports to automatically run and export in a variety of different formats and save to shared drives or even email to specific users.
  • The agent interface "Empower" it also very intuitive making it easy for agents to view their schedules, request time off, participate in shift bids and view their own performance reports.
Wendy Fowler | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Ideal for organizations with a distributed workforce because it is highly reliable and puts very little strain on network resources or user devices.
  • It takes very little training before someone can figure out how to use Genesys Cloud CX. The interface is intuitive. You'll spend more time on your own business process than you will on technology.
  • Call quality is outstanding with an extremely flexible audio codec.
  • Genesys has a clear, compelling vision for this product and the industries they support. They have rock-solid engineering practices and product management practices that let them introduce regular updates and innovations without compromising reliability, ease-of-use, or security.
Adam Davis | TrustRadius Reviewer

Cons

Aspect Workforce Management

  • Some of the features can be difficult for a new user to learn. Once they have them down, the software functions wonderfully; however, the learning curve can be high.
  • While RTA is a great tool to utilize, the look has not changed in a long time. It has an 'old-school' software appearance that does not match the core system.
  • When dealing with huge sets of data (for example, changing schedules for an entire year for many agents), the software can hang for quite a while. While this is not a frequent occurence and can happen with any application, it can be frustrating for some users.
Rachel Honeywood | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Reporting is very canned and not at all customizable. This makes simple data extract[ion] a tedious proposition that requires utilization of the API.
  • Some documentation is out of date and/or difficult to find depending on the topic which can lead to difficulties in initial setup.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Aspect Workforce Management

Aspect Workforce Management 8.5
Based on 6 answers
Aspect as a tool and as a company are both great. Working with the Aspect team, will make you feel like you are their most important and only customer. They admit when they are at fault and are willing to offer any assistance they can. We obtained many tools from Aspect as a respected and valued customer.
Jason Reaves | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.5
Based on 18 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 Workforce Management

Aspect Workforce Management 8.0
Based on 1 answer
Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
Rachel Honeywood | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 41 answers
It has a "user-friendly" interface, but some things are "not standard", for example, in most products, (including Genesys Pure Engage) agent status "Available" means that the agent can get the CC calls, in this product, it means that he can get the direct calls and for the CC calls he must be "On Queue"
Anonymous | TrustRadius Reviewer

Reliability and Availability

Aspect Workforce Management

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 Workforce Management

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.4
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 Workforce Management

Aspect Workforce Management 8.0
Based on 2 answers
I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.6
Based on 104 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 Workforce Management

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 9.1
Based on 2 answers
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
Nikos Papakonstantinou | TrustRadius Reviewer

Online Training

Aspect Workforce Management

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 9.1
Based on 5 answers
At start, i took online lessons with video and self-test answers which was very helpful. After that, i got training on teams and everything was very well documented with examples and use-cases in order to understand and to learn the product at 100%. I believe the online training is detailed and it covers everything.
Nikos Papakonstantinou | TrustRadius Reviewer

Implementation Rating

Aspect Workforce Management

Aspect Workforce Management 9.0
Based on 2 answers
Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
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 Workforce Management

One of the primary reason why we selected Aspect eWFM solution was because of the scenario based modeling functionality. In other solutions (such as IEX, Blue Pumpin..etc) this functionality is not available. In our industry it was critical to be able to use scenario based modeling and quickly react the call volume spikes.
FERENC CSATLÓS; MBA, PMP | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Very similar platforms. Sometimes the other ones assume the companies already have a CRM where they will manage some stuff away from their platform. Although Genesys Cloud CX goes in that direction, it still has some useful old features. Genesys-PS were amazing and the knowledge transfer was great.
Anonymous | TrustRadius Reviewer

Contract Terms and Pricing Model

Aspect Workforce Management

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.5
Based on 4 answers
I wish that we were able to have a mixture of license levels in a single instance as some of our centers use only voice for interactions, whereas others use all the channels. But we have to buy the GC3 license for all of our agents regardless if they will use it or not. You can use 'add-on's to GC2 or even GC1 licenses, but even if you add all of the add-ons, there are still some things that you cannot do without a GC3 (web surveys for example).
Brenda Wynne | TrustRadius Reviewer

Scalability

Aspect Workforce Management

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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

Professional Services

Aspect Workforce Management

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 2 answers
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.
Brenda Wynne | TrustRadius Reviewer

Return on Investment

Aspect Workforce Management

  • Staffing cost
  • Identifying gaps in the day, using intra-days to map out and foresee trouble areas and plan for them
  • Cross functioning teams, using the tools this application has to help manage different LOB's
Roy Huron | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Genesys Cloud plays a major role in customer loyalty and return of customers as it allows both the organization and the clients to communicate and complete the deals. easily and smoothly.
  • Most of our clients appreciate the service we provide as we are using Genesys Cloud which allow us to follow up in a professional way on the clients orders and requests.
  • Time management and efficiency is what makes Genesys Cloud unique Since the software is being updated all the time.
Jawad Hammash | TrustRadius Reviewer

Screenshots

Pricing Details

Aspect Workforce Management

General

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

Starting Price

Aspect Workforce Management Editions & Modules

Additional Pricing Details

Genesys Cloud CX (formerly Genesys Cloud)

General

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

Starting Price

$75 per month

Genesys Cloud CX (formerly Genesys Cloud) Editions & Modules

Edition
Genesys Cloud CX 1$75.001
Genesys Cloud CX 2$110.001
Genesys Cloud CX 3$140.001
Genesys ChoiceContact sales team2
  1. Per User Per Month
  2. Contact sales team
Additional Pricing Details
Pricing plans can also be billed hourly.

Rating Summary

Likelihood to Recommend

Aspect Workforce Management
8.9
Genesys Cloud CX (formerly Genesys Cloud)
8.5

Likelihood to Renew

Aspect Workforce Management
8.5
Genesys Cloud CX (formerly Genesys Cloud)
8.5

Usability

Aspect Workforce Management
8.0
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
7.4

Support Rating

Aspect Workforce Management
8.0
Genesys Cloud CX (formerly Genesys Cloud)
7.6

In-Person Training

Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
9.1

Online Training

Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
9.1

Implementation Rating

Aspect Workforce Management
9.0
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Contract Terms and Pricing Model

Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Scalability

Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Professional Services

Aspect Workforce Management
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Add comparison