What users are saying about
12 Ratings
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Top Rated
372 Ratings
12 Ratings
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Score 8.4 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
372 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Axero

Specific scenarios where Communifire would be well suited to an organisation, would be companies that are people focused and committed to frequent and open communication channels from both the top-down and bottom-up. It also would suit organizations that are committed to providing the staff opportunities to collaborate, share and actively contribute to company initiatives and planning. If these aren't elements of your organization's culture, the system would still work for you or those companies who just want to push information out and have an effective intranet. Communifire would cater to these scenarios just as well and is more than capable of providing that type of simple solution.
Wade Dixon | TrustRadius Reviewer

Genesys Cloud CX (formerly 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

Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Agent dashboard
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Validate callers
Axero
Genesys Cloud CX (formerly Genesys Cloud)
7.6
Outbound response
Axero
Genesys Cloud CX (formerly Genesys Cloud)
7.3
Call forwarding
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Click-to-call (CTC)
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Warm transfer
Axero
Genesys Cloud CX (formerly Genesys Cloud)
9.0
Predictive dialing
Axero
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Interactive voice response
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.7
REST APIs
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call scripts
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call tracking
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Multichannel integration
Axero
Genesys Cloud CX (formerly Genesys Cloud)
7.4
CRM software integration
Axero
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Workforce Optimization (WFO)

Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Inbound call routing
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Omnichannel inbound routing
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Recording
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Quality management
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call analytics
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Historical reporting
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Live reporting
Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Customer surveys
Axero
Genesys Cloud CX (formerly Genesys Cloud)
6.5
Customer interaction analytics
Axero
Genesys Cloud CX (formerly Genesys Cloud)
7.2

Pros

Axero

  • Communifire allows people to connect easily through instant chat and messaging. It works similarly to other social media platforms like Facebook so its not hard to learn.
  • Communifire makes it easy to share news and events with our community and the presentation of this information looks very professional.
  • I found Communifire quite easy to configure to our individual needs. There were a lot of options to turn things on or off. This was important to us because in some areas of our community we wanted to allow our contractors many features and in other areas we wanted to really limit what was on offer.
  • We had a big list of things we needed a platform to do. Communifire ticked all the boxes.
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly 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

Axero

  • Some UX issues that could be improved
  • Some architecture decisions don't make complete sense to me (though that's just one man's opinion)
Col Fink | TrustRadius Reviewer

Genesys Cloud CX (formerly 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

Axero

Axero 9.1
Based on 2 answers
Our business depends upon this software to provide information on all aspects of our business. The future of business is a marriage between web site and customer interaction. This software will allow us to move in that direction.
Chuck Vigeant | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.2
Based on 16 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

Axero

Axero 8.2
Based on 1 answer
This rating has a caveat - there is always room for improvement, and this team gets it.You always learn from customers how to do things better and easier, so it is a constant learning of how people use the site. Although the search engine is exceptional, most people do not use it as their first line of research.Much of the usability has to do with layout - and is not just a software usability item, so the rating is severely dependent up on the layout/options you choose for your usage. And their team will do anything in their power to get the results and layout you want.The areas that need improvement - and acknowledged by the team - are the administrative tools. There are a ton of options, and it takes a little to learn some of those. For most people, however, this won't be an issue, because the support team will always help you. This is always the case with more power. If there were fewer options it would no doubt be easier, but they give you the keys to all of the cars in the lot; so a little more to learn.
Chuck Vigeant | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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

Axero

Axero 9.1
Based on 2 answers
Never any problems. Quite impressed
Chuck Vigeant | TrustRadius Reviewer

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

Axero

Axero 9.1
Based on 2 answers
Works in real time.
Chuck Vigeant | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.5
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

Axero

Axero 9.0
Based on 4 answers
I have always found Communifire support to be exceptional. We have had a personal account manager who has been very helpful.
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.0
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

Axero

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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

Axero

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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

Axero

Axero 9.1
Based on 4 answers
I found the system to be very flexible and the Communifire team very supportive in helping me identify solutions for my goals.
Rebecca Verhoeff | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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

Axero

We selected Communifire for the excellent sales support, strong feature set and quick set up time. We were able to get started immediately and build out features as need required which led to faster execution and higher adoption rates among our team.
Teresa Miller | TrustRadius Reviewer

Genesys Cloud CX (formerly 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

Axero

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.8
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

Axero

  • We are still building out features of the platform but with implemention of paid features by members, we will be able to cover our operating cost of the platform.
Art Aughey, FDN | TrustRadius Reviewer

Genesys Cloud CX (formerly 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

Axero

General

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

Axero Editions & Modules

Additional Pricing Details
Axero tailors your investment to meet your unique needs. Custom pricing and volume discounting available. Contact Axero for details.

Genesys Cloud CX (formerly Genesys Cloud)

General

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

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

Axero
9.0
Genesys Cloud CX (formerly Genesys Cloud)
7.9

Likelihood to Renew

Axero
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Usability

Axero
8.2
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

Axero
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

Axero
9.1
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Support Rating

Axero
9.0
Genesys Cloud CX (formerly Genesys Cloud)
7.0

In-Person Training

Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Online Training

Axero
Genesys Cloud CX (formerly Genesys Cloud)
7.3

Implementation Rating

Axero
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.0

Scalability

Axero
Genesys Cloud CX (formerly Genesys Cloud)
8.8

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