What users are saying about
7 Ratings
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Top Rated
345 Ratings
7 Ratings
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Score 9.9 out of 100

Genesys Cloud

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Top Rated
345 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

Bandwidth

Bandwidth covers the majority of areas where we had customers. However, there are still some areas we would have like to see them cover for calls. They cover more areas than our other carriers, but they did surprise us from time to time by an inability to be able to deliver call transport.
Anonymous | TrustRadius Reviewer

Genesys Cloud

For instance, all of my missed calls from clients always have some sort of notification that they have called or left a voicemail in order to quickly get back in touch with them. This helps me and the company itself to bring in new clients and help grow the business.The only scenario that I can say that I have had trouble with is when making a three-way phone call and then trying to transfer this three-way call to another colleague. Still haven't figured out how to successfully do this.
Sebastian Cuadras | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Bandwidth
Genesys Cloud
8.3
Agent dashboard
Bandwidth
Genesys Cloud
8.4
Validate callers
Bandwidth
Genesys Cloud
7.6
Outbound response
Bandwidth
Genesys Cloud
8.0
Call forwarding
Bandwidth
Genesys Cloud
8.3
Click-to-call (CTC)
Bandwidth
Genesys Cloud
9.0
Warm transfer
Bandwidth
Genesys Cloud
8.8
Predictive dialing
Bandwidth
Genesys Cloud
6.9
Interactive voice response
Bandwidth
Genesys Cloud
8.6
REST APIs
Bandwidth
Genesys Cloud
8.6
Call scripts
Bandwidth
Genesys Cloud
8.5
Call tracking
Bandwidth
Genesys Cloud
8.8
Multichannel integration
Bandwidth
Genesys Cloud
8.3
CRM software integration
Bandwidth
Genesys Cloud
7.7

Workforce Optimization (WFO)

Bandwidth
Genesys Cloud
8.2
Inbound call routing
Bandwidth
Genesys Cloud
8.6
Omnichannel inbound routing
Bandwidth
Genesys Cloud
8.5
Recording
Bandwidth
Genesys Cloud
8.6
Quality management
Bandwidth
Genesys Cloud
8.2
Call analytics
Bandwidth
Genesys Cloud
8.6
Historical reporting
Bandwidth
Genesys Cloud
8.2
Live reporting
Bandwidth
Genesys Cloud
8.3
Customer surveys
Bandwidth
Genesys Cloud
6.9
Customer interaction analytics
Bandwidth
Genesys Cloud
7.7

Pros

Bandwidth

  • Bandwidth has great customer service. They are all friendly and super helpful.
  • They are innovative and constantly updating their APIs, UIs, and products they offer.
  • Their UI and API are user friendly and intuitive.
Tamara Foster | 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

Bandwidth

  • Their dashboard is lacking. We would love to see some additional graphing components, live traffic views, etc.
  • Their E911 infrastructure is still separate, making things a bit complex to provision endpoints and manage them.
  • SMS/MMS is a little behind competitors like Twilio, but still usable and very reliable.
Chris Horne | 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

Bandwidth

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 13 answers
Because the product is fitting with our expectations in general terms. The Genesys account management is working near us and leading us in the evolution process based on their solutions.
Anonymous | TrustRadius Reviewer

Usability

Bandwidth

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.1
Based on 35 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

Bandwidth

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

Bandwidth

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.7
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

Bandwidth

Bandwidth 9.0
Based on 2 answers
No answer on this topic is available.

Genesys Cloud

Genesys Cloud 6.5
Based on 98 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

Bandwidth

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

Bandwidth

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

Bandwidth

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.0
Based on 18 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

Bandwidth

Their pricing is tough to beat, the reliability is great. And then add a few more positive things, like the tools and customer support, and that makes it a no-brainer.
Anonymous | TrustRadius Reviewer

Genesys Cloud

Unlike a few other solutions considered, Genesys Cloud provides a one-stop-shop package for all the Cloud Contact Center and associated workforce management needs. It provides an effective and efficient control of the customers' end-to-end experience with our bank's contact center. The intuitive user interface is an added advantage, providing employees with a great tool to streamline comms and generally make their life/work easier.
Anonymous | TrustRadius Reviewer

Scalability

Bandwidth

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

Bandwidth

  • We found Bandwidth to be very easy to work with and they grew as we grew. Their pricing was very competitive and they were always willing to take another look at their pricing for us.
Anonymous | 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

Bandwidth

General

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

Bandwidth Editions & Modules

Edition
Phone Number0.351
Inbound Calling0.00552
Outbound Calling0.012
Inbound MessagingFree3
Outbound Messaging0.0053
  1. per line/per month
  2. per minute
  3. per message
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

Bandwidth
9.9
Genesys Cloud
7.7

Likelihood to Renew

Bandwidth
Genesys Cloud
8.2

Usability

Bandwidth
Genesys Cloud
8.1

Reliability and Availability

Bandwidth
Genesys Cloud
8.7

Performance

Bandwidth
Genesys Cloud
7.7

Support Rating

Bandwidth
9.0
Genesys Cloud
6.5

In-Person Training

Bandwidth
Genesys Cloud
8.2

Online Training

Bandwidth
Genesys Cloud
7.3

Implementation Rating

Bandwidth
Genesys Cloud
8.0

Scalability

Bandwidth
Genesys Cloud
8.7

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