Top Rated
1820 Ratings
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Top Rated
467 Ratings
Top Rated
1820 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

Genesys Cloud CX

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Top Rated
467 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

    Project Management

    7.5

    Confluence

    75%

    Genesys Cloud CX

    Feature Set Not Supported
    N/A
    Atlassian Confluence ranks higher in 7/7 features

    Task Management

    7.7
    77%
    83 Ratings
    N/A
    0 Ratings

    Gantt Charts

    7.9
    79%
    12 Ratings
    N/A
    0 Ratings

    Scheduling

    7.2
    72%
    21 Ratings
    N/A
    0 Ratings

    Workflow Automation

    8.0
    80%
    55 Ratings
    N/A
    0 Ratings

    Mobile Access

    6.8
    68%
    80 Ratings
    N/A
    0 Ratings

    Search

    7.9
    79%
    103 Ratings
    N/A
    0 Ratings

    Visual planning tools

    7.3
    73%
    82 Ratings
    N/A
    0 Ratings

    Communication

    8.0

    Confluence

    80%

    Genesys Cloud CX

    Feature Set Not Supported
    N/A
    Atlassian Confluence ranks higher in 8/8 features

    Chat

    6.4
    64%
    15 Ratings
    N/A
    0 Ratings

    Notifications

    8.5
    85%
    103 Ratings
    N/A
    0 Ratings

    Discussions

    8.0
    80%
    97 Ratings
    N/A
    0 Ratings

    Surveys

    7.0
    70%
    15 Ratings
    N/A
    0 Ratings

    Internal knowledgebase

    9.4
    94%
    97 Ratings
    N/A
    0 Ratings

    Integrates with GoToMeeting

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Integrates with Gmail and Google Hangouts

    9.3
    93%
    7 Ratings
    N/A
    0 Ratings

    Integrates with Outlook

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    File Sharing & Management

    8.3

    Confluence

    83%

    Genesys Cloud CX

    Feature Set Not Supported
    N/A
    Atlassian Confluence ranks higher in 8/8 features

    Versioning

    8.6
    86%
    89 Ratings
    N/A
    0 Ratings

    Video files

    7.6
    76%
    66 Ratings
    N/A
    0 Ratings

    Audio files

    8.1
    81%
    60 Ratings
    N/A
    0 Ratings

    Document collaboration

    8.4
    84%
    100 Ratings
    N/A
    0 Ratings

    Access control

    8.9
    89%
    98 Ratings
    N/A
    0 Ratings

    Advanced security features

    8.6
    86%
    74 Ratings
    N/A
    0 Ratings

    Integrates with Google Drive

    8.0
    80%
    47 Ratings
    N/A
    0 Ratings

    Device sync

    8.2
    82%
    46 Ratings
    N/A
    0 Ratings

    Contact Center Software

    Confluence

    Feature Set Not Supported
    N/A
    9.0

    Genesys Cloud CX

    90%
    Genesys Cloud CX ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    9.2
    92%
    254 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    227 Ratings

    Outbound response

    N/A
    0 Ratings
    8.8
    88%
    205 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.1
    91%
    225 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    9.6
    96%
    179 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.1
    91%
    248 Ratings

    Predictive dialing

    N/A
    0 Ratings
    9.1
    91%
    151 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.4
    94%
    205 Ratings

    REST APIs

    N/A
    0 Ratings
    9.0
    90%
    175 Ratings

    Call scripts

    N/A
    0 Ratings
    9.2
    92%
    189 Ratings

    Call tracking

    N/A
    0 Ratings
    8.6
    86%
    245 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.4
    84%
    192 Ratings

    CRM software integration

    N/A
    0 Ratings
    9.0
    90%
    187 Ratings

    Workforce Optimization (WFO)

    Confluence

    Feature Set Not Supported
    N/A
    8.7

    Genesys Cloud CX

    87%
    Genesys Cloud CX ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    9.2
    92%
    236 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.7
    87%
    182 Ratings

    Recording

    N/A
    0 Ratings
    9.5
    95%
    237 Ratings

    Quality management

    N/A
    0 Ratings
    8.8
    88%
    222 Ratings

    Call analytics

    N/A
    0 Ratings
    8.7
    87%
    226 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.1
    81%
    237 Ratings

    Live reporting

    N/A
    0 Ratings
    8.7
    87%
    231 Ratings

    Customer surveys

    N/A
    0 Ratings
    7.9
    79%
    133 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.7
    87%
    169 Ratings

    Attribute Ratings

    • Atlassian Confluence is rated higher in 5 areas: Likelihood to Renew, Availability, Performance, Implementation Rating, Ease of integration
    • Genesys Cloud CX is rated higher in 7 areas: Likelihood to Recommend, Usability, Support Rating, Configurability, Product Scalability, Vendor post-sale, Vendor pre-sale

    Likelihood to Recommend

    8.3

    Confluence

    83%
    122 Ratings
    9.2

    Genesys Cloud CX

    92%
    273 Ratings

    Likelihood to Renew

    9.8

    Confluence

    98%
    19 Ratings
    8.2

    Genesys Cloud CX

    82%
    28 Ratings

    Usability

    8.3

    Confluence

    83%
    12 Ratings
    9.4

    Genesys Cloud CX

    94%
    63 Ratings

    Availability

    9.0

    Confluence

    90%
    5 Ratings
    8.9

    Genesys Cloud CX

    89%
    6 Ratings

    Performance

    8.0

    Confluence

    80%
    9 Ratings
    7.2

    Genesys Cloud CX

    72%
    6 Ratings

    Support Rating

    6.0

    Confluence

    60%
    45 Ratings
    8.5

    Genesys Cloud CX

    85%
    124 Ratings

    In-Person Training

    Confluence

    N/A
    0 Ratings
    9.1

    Genesys Cloud CX

    91%
    2 Ratings

    Online Training

    Confluence

    N/A
    0 Ratings
    8.6

    Genesys Cloud CX

    86%
    5 Ratings

    Implementation Rating

    8.5

    Confluence

    85%
    6 Ratings
    8.0

    Genesys Cloud CX

    80%
    23 Ratings

    Configurability

    6.0

    Confluence

    60%
    1 Rating
    7.8

    Genesys Cloud CX

    78%
    8 Ratings

    Contract Terms and Pricing Model

    Confluence

    N/A
    0 Ratings
    7.6

    Genesys Cloud CX

    76%
    14 Ratings

    Ease of integration

    8.0

    Confluence

    80%
    4 Ratings
    7.4

    Genesys Cloud CX

    74%
    10 Ratings

    Product Scalability

    8.0

    Confluence

    80%
    2 Ratings
    8.9

    Genesys Cloud CX

    89%
    5 Ratings

    Professional Services

    Confluence

    N/A
    0 Ratings
    7.6

    Genesys Cloud CX

    76%
    10 Ratings

    Vendor post-sale

    8.0

    Confluence

    80%
    1 Rating
    8.9

    Genesys Cloud CX

    89%
    12 Ratings

    Vendor pre-sale

    8.0

    Confluence

    80%
    1 Rating
    8.7

    Genesys Cloud CX

    87%
    12 Ratings

    Likelihood to Recommend

    Atlassian

    It has a comment option on the page, where you can tag other teammates tagging them. it sends the mail notification. Comment at the page end is pretty good for referring to other stakeholders and future references of the topic on the page. Creating the highlights of the discussions, and meeting held points with highlighted tagging. Easy shortcuts such as to add a date just type "//". The interface is cool and has easy shortcuts for quick page making.
    Read full review

    Genesys

    Genesys cloud is well suited for situations where agents need to work globally, for example. The edge locations from AWS make it a very flexible environment for users who are located remotely. For companies that require hardware-based PBX systems for whatever reason, then Genesys cloud will not fit the solution.
    Read full review

    Pros

    Atlassian

    • QUICK How-to Guides that can be generated and share instantly
    • One can subscribe to the pages and spaces and receive updates in the feed on their home page
    • Automatic Email notifications of new updates in the Confluence area
    • The platform integrates easily with other Atlassian platforms including third-party apps thus improving its reliability
    Read full review

    Genesys

    • Omnichannel contact center
    • Integration with other systems to knit together technology seamlessly
    • WFM and WEM suite is best in class and fully integrated to the product
    • Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
    Read full review

    Cons

    Atlassian

    • Navigation. Similar to other Atlassian products, users have complained that aspects of Confluence are difficult to learn right away[.]
    • An issue that users can face when using Confluence is attempting to edit a document while someone else is editing. Although users can access the document and save it, they are unable to see the changes happening in [real-time] that other users are implementing until they refresh their page. Some users have also noted that this can result in loss of edits.
    • Another drawback of using Confluence is its specific organizational structure. All information is stored within one page or project, although the page is able to be broken up into sections, some users do not prefer this style. Users can use the ‘page tree’ on each page to organize the different elements of each project.
    Read full review

    Genesys

    • DCM (e-mail tool) is a kind of system within a system. It requires logging in twice and it's not as stable as Genesys Cloud CX.
    • Based on our worldwide operations we needed to split the markets within multiple divisions. These divisions are still giving us a hard time with daily operations. We have multi-skilled users which sometimes need access to multiple markets but if these markets are in different divisions, it also means that users will get access to all the markets within those divisions. This is not an acceptable thing from a security perspective.
    • Internal chat - we tried to test if it would fit our needs but there were many things we couldn't filter. One of the main problems was that all the users could contact each other and this couldn't be filtered by team/market/site/division. It also showed the statuses of all the users which we saw as a data breach as other colleagues could see how long users are on productive/non-productive statuses.
    Read full review

    Pricing Details

    Confluence

    Starting Price

    $10 per month

    Editions & Modules

    Confluence editions and modules pricing
    EditionModules
    Free0.001
    Standard5.002
    Premium10.003
    EnterpriseContact Sales4
    Server10.005
    Server2700.006
    Server5300.007
    Server10,200.008
    Server19,800.009
    Server30,000.0010
    Server45,000.0011
    Server90,000.0012
    Server150,000.0013
    Data Center15,000.0014
    Data Center30,000.0015
    Data Center52,000.0016
    Data Center79,200.0017
    Data Center105,600.0018
    Data Center132,000.0019
    Data Center143,000.0020
    Data Center154,000.0021
    Data Center165,000.0022
    Data Center176,000.0023
    Data Center187,000.0024
    Data Center198,000.0025
    Data Center209,000.0026
    Data Center220,000.0027

    Footnotes

    1. Free for 10 Users
    2. Per User Per Month
    3. Per User Per Month
    4. none
    5. 10 Users - Perpetual License
    6. 25 Users - Perpetual License
    7. 50 Users - Perpetual License
    8. 100 Users - Perpetual License
    9. 250 Users - Perpetual License
    10. 500 Users - Perpetual License
    11. 2,000 Users - Perpetual License
    12. 10,000 Users - Perpetual License
    13. 10,001+ Users - Perpetual License
    14. 500 Users - Annually
    15. 1,000 Users - Annually
    16. 2,000 Users - Annually
    17. 3,000 Users - Annually
    18. 4,000 Users - Annually
    19. 5,000 Users - Annually
    20. 10,000 Users - Annually
    21. 15,000 Users - Annually
    22. 20,000 Users - Annually
    23. 25,000 Users - Annually
    24. 30,000 Users - Annually
    25. 35,000 Users - Annually
    26. 40,000 Users - Annually
    27. 40,001+ Users - Annually

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Genesys Cloud CX

    Starting Price

    $75 per month

    Editions & Modules

    Genesys Cloud CX editions and modules pricing
    EditionModules
    Genesys Cloud CX 1$75.001
    Genesys Cloud CX 2$110.002
    Genesys Cloud CX 3$140.003
    Genesys ChoiceContact sales team4

    Footnotes

    1. Per User Per Month
    2. Per User Per Month
    3. Per User Per Month
    4. Contact sales team

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing plans can also be billed hourly.

    Pricing Info

    Likelihood to Renew

    Atlassian

    I am confident that Atlassian can come with additional and innovative macros and functions to add value to Confluence. In 6 months, Atlassian transformed a good collaborative tools into a more comprehensive system that can help manage projects and processes, as well as "talk" with other Atlassian products like Jira. We are in fact learning more about Jira to evaluate a possible fit to complement our tool box.
    Read full review

    Genesys

    Genesys Cloud CX is a solid product and deserves to be in the upper right quadrant in Gartner. They are true innovators in the customer experience space and based on the innovation taking place monthly, they will likely stay in this spot. The product gains new features every time you blink your eyes.
    Read full review

    Usability

    Atlassian

    Confluence can - and in my personal opinion, it will - be a bit hard to use in the first moment. Atlassian is a great company and is eager to help you with any question you have, though. The interface seems to be a bit clumsy at first but the customization options are enough to make it easier and simpler. In general, Confluence is easy to use when you understand what each section does, but this can take a while.
    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.
    Read full review

    Reliability and Availability

    Atlassian

    I do not recall having outages or applications error so far, very reliable and available.
    Read full review

    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

    Atlassian

    Pages load very quickly, which makes it useful for quickly obtaining information. The search functionality is also very quick and is able to parse through all of the documents to provide the most relevant results for the query. Other information based software gets bogged down, but so far Atlassian Confluence maintains its performance.
    Read full review

    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

    Atlassian

    This rating is specifically for Atlassian's self-help documentation on their website. Often times, it is not robust enough to cover a complex usage of one of their features. Frequently, you can find an answer on the web, but not from Atlassian. Instead, it is usually at a power user group elsewhere on the net.
    Read full review

    Genesys

    There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
    Read full review

    In-Person Training

    Atlassian

    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
    Read full review

    Online Training

    Atlassian

    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.
    Read full review

    Implementation Rating

    Atlassian

    Overall, I am very satisfied with the initial implementation (and the subsequent upgrades and implementations made over the years).
    This product has never rose to the level of being an major issue at an executive level. It has quietly and valiantly done it's job for our company!
    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.
    Read full review

    Alternatives Considered

    Atlassian

    I haven't use any other software that I could compare to AtlassianConfluence. The closest one would be Sharepoint, but it's a different beast. Sharepoint has more feature, but it's a lot harder to use and understand. Furthermore like many Microsoft solutions the UI is terrible and very difficult to understand sometimes. Atlassian Confluence is just plain easy to use.
    Read full review

    Genesys

    The Genesys Cloud platform is tightly knit in a consistent and easy-to-use UI, whereas others were often bolted together products that had been acquired, resulting in UI inconsistencies and limitations of data sharing. The AppFoundry capabilities enable the benefits of adding on more tools that still stick inside the Genesys window, which is a leg up on desktop-based applications.
    Read full review

    Contract Terms and Pricing Model

    Atlassian

    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.
    Read full review

    Scalability

    Atlassian

    This tool is very adaptable. So much so we use it for three completely separate projects, in three very different ways.
    Read full review

    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

    Atlassian

    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.
    Read full review

    Return on Investment

    Atlassian

    • We've gone from folders and folders of Word documents and PDFs into a single system with a search feature to bring all of our data together and trackable
    • While onboarding took a bit longer for the company (to switch from a Word document centric mindset - to a web-based one), overall the company has embraced the features and power of Confluence within the working stack
    • However, as costs continue to climb for the Atlassian product, we are forced to continue our evaluation of the product - with replacing it a remote possibility if it begins to outprice its usefulness to us.
    Read full review

    Genesys

    • Efficiency has been vastly increased. The number of abandoned calls has been reduced upon switching to Genesys Cloud and customers are seeing this benefit as well as our agents.
    • Cost of our call center is expected to be reduced upon full transition to Genesys Cloud. As this is one of our highest costs of business from a technology perspective, we are very happy to have found something that meets our needs but also reduces cost.
    Read full review

    Screenshots

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