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Top Rated
453 Ratings
79 Ratings
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Score 8 out of 100

Genesys Cloud CX

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Top Rated
453 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Project Management

    7.4

    Beehive Enterprise Collaboration Server

    74%

    Genesys Cloud CX

    Feature Set Not Supported
    N/A
    Beehive Enterprise Collaboration Server ranks higher in 7/7 features

    Task Management

    7.5
    75%
    4 Ratings
    N/A
    0 Ratings

    Gantt Charts

    6.5
    65%
    2 Ratings
    N/A
    0 Ratings

    Scheduling

    8.0
    80%
    4 Ratings
    N/A
    0 Ratings

    Workflow Automation

    6.5
    65%
    2 Ratings
    N/A
    0 Ratings

    Mobile Access

    8.0
    80%
    4 Ratings
    N/A
    0 Ratings

    Search

    8.0
    80%
    4 Ratings
    N/A
    0 Ratings

    Visual planning tools

    7.5
    75%
    4 Ratings
    N/A
    0 Ratings

    Communication

    6.0

    Beehive Enterprise Collaboration Server

    60%

    Genesys Cloud CX

    Feature Set Not Supported
    N/A
    Beehive Enterprise Collaboration Server ranks higher in 8/8 features

    Chat

    8.0
    80%
    4 Ratings
    N/A
    0 Ratings

    Notifications

    7.5
    75%
    4 Ratings
    N/A
    0 Ratings

    Discussions

    7.5
    75%
    4 Ratings
    N/A
    0 Ratings

    Surveys

    7.5
    75%
    4 Ratings
    N/A
    0 Ratings

    Internal knowledgebase

    7.5
    75%
    3 Ratings
    N/A
    0 Ratings

    Integrates with GoToMeeting

    7.0
    70%
    2 Ratings
    N/A
    0 Ratings

    Integrates with Gmail and Google Hangouts

    1.5
    15%
    2 Ratings
    N/A
    0 Ratings

    Integrates with Outlook

    1.5
    15%
    4 Ratings
    N/A
    0 Ratings

    File Sharing & Management

    6.6

    Beehive Enterprise Collaboration Server

    66%

    Genesys Cloud CX

    Feature Set Not Supported
    N/A
    Beehive Enterprise Collaboration Server ranks higher in 8/8 features

    Versioning

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Video files

    7.0
    70%
    3 Ratings
    N/A
    0 Ratings

    Audio files

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Document collaboration

    6.5
    65%
    3 Ratings
    N/A
    0 Ratings

    Access control

    6.5
    65%
    3 Ratings
    N/A
    0 Ratings

    Advanced security features

    6.5
    65%
    3 Ratings
    N/A
    0 Ratings

    Integrates with Google Drive

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Device sync

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Contact Center Software

    Beehive Enterprise Collaboration Server

    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
    9.1
    91%
    246 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    220 Ratings

    Outbound response

    N/A
    0 Ratings
    8.8
    88%
    202 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.1
    91%
    220 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    9.6
    96%
    175 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.1
    91%
    240 Ratings

    Predictive dialing

    N/A
    0 Ratings
    9.1
    91%
    147 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.4
    94%
    199 Ratings

    REST APIs

    N/A
    0 Ratings
    9.0
    90%
    169 Ratings

    Call scripts

    N/A
    0 Ratings
    9.2
    92%
    181 Ratings

    Call tracking

    N/A
    0 Ratings
    8.6
    86%
    237 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.4
    84%
    187 Ratings

    CRM software integration

    N/A
    0 Ratings
    9.0
    90%
    183 Ratings

    Workforce Optimization (WFO)

    Beehive Enterprise Collaboration Server

    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
    9.1
    91%
    228 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.7
    87%
    176 Ratings

    Recording

    N/A
    0 Ratings
    9.5
    95%
    230 Ratings

    Quality management

    N/A
    0 Ratings
    8.8
    88%
    215 Ratings

    Call analytics

    N/A
    0 Ratings
    8.7
    87%
    218 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.1
    81%
    229 Ratings

    Live reporting

    N/A
    0 Ratings
    8.7
    87%
    223 Ratings

    Customer surveys

    N/A
    0 Ratings
    7.9
    79%
    129 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.7
    87%
    163 Ratings

    Attribute Ratings

    • Genesys Cloud CX is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.0

    Beehive Enterprise Collaboration Server

    80%
    4 Ratings
    9.1

    Genesys Cloud CX

    91%
    264 Ratings

    Likelihood to Renew

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    8.7

    Genesys Cloud CX

    87%
    25 Ratings

    Usability

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    9.3

    Genesys Cloud CX

    93%
    61 Ratings

    Availability

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    8.9

    Genesys Cloud CX

    89%
    6 Ratings

    Performance

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    7.2

    Genesys Cloud CX

    72%
    6 Ratings

    Support Rating

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    8.5

    Genesys Cloud CX

    85%
    122 Ratings

    In-Person Training

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    9.1

    Genesys Cloud CX

    91%
    2 Ratings

    Online Training

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    8.5

    Genesys Cloud CX

    85%
    5 Ratings

    Implementation Rating

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    8.0

    Genesys Cloud CX

    80%
    23 Ratings

    Configurability

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    7.7

    Genesys Cloud CX

    77%
    4 Ratings

    Contract Terms and Pricing Model

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    7.6

    Genesys Cloud CX

    76%
    14 Ratings

    Ease of integration

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    7.4

    Genesys Cloud CX

    74%
    5 Ratings

    Product Scalability

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    8.9

    Genesys Cloud CX

    89%
    5 Ratings

    Professional Services

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    7.6

    Genesys Cloud CX

    76%
    10 Ratings

    Vendor post-sale

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    8.8

    Genesys Cloud CX

    88%
    6 Ratings

    Vendor pre-sale

    Beehive Enterprise Collaboration Server

    N/A
    0 Ratings
    8.6

    Genesys Cloud CX

    86%
    6 Ratings

    Likelihood to Recommend

    Oracle

    People looking out for a wholly integrates software solution that on one hand manages the project and also the entire supply chain and uses it.
    Read full review

    Genesys

    Genesys Cloud CX is a brilliant tool that offers almost everything you need for call interactions and chat. We still didn't implement VA for chat for the markets we use in Genesys Cloud CX so I can't evaluate that but we are planning to do so soon. We use a built-in e-mail tool called DCM (from Eccentex) as the tool from Genesys Cloud CX wasn't suitable for our business needs. It's not the most efficient solution because it opens as a separate system and users need to work on interactions practically in two separate systems/windows. After the testing, we also decided not to use Genesys Cloud CX internal chat option as we saw many security risks where users might have access to other users' data (e.g. statuses, time on statuses).
    Read full review

    Pros

    Oracle

    • One of the things that Beehive Enterprise Collaboration Server does well is providing a platform for collaborative communication. Various people from various ranks within the organization can interactively exchange ideas safely through the use of awesome tools provided by this software.
    • Another thing it does well is enabling a centralized management. A senior manager does not necessarily need to keep moving from one point to another to communicate. Basically, with this software, he/she communicate from the comfort of his chair across all the departments.
    • Generally, the software does really well in simplifying system administration, in that, it allows the IT department to wholly and easily enforce security and compliance requirements.
    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

    Oracle

    • The main aspect is the cost - They should trim it down a bit.
    • My pears have told me this. Even i am telling the same - The interface just fails to grab that attention. High time the team should work on this.
    • Though many aspects are brought into one product, they lacked to provide individual attention to each feature (like a messaging app) and improvise it.
    Read full review

    Genesys

    • I would like to be able to link back to a client when a number comes up that isn't linked - so the next time the call comes in it will recognize the patient.
    • I would like it to pull families when the same number is linked to multiple accounts or give the option to do so.
    • I want to generate favorites for transfer for reps or supervisors I often use without having to search for them.
    Read full review

    Pricing Details

    Beehive Enterprise Collaboration Server

    Starting Price

    Editions & Modules

    Beehive Enterprise Collaboration Server editions and modules pricing
    EditionModules

    Footnotes

      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

      Oracle

      No answers on this topic

      Genesys

      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
      Read full review

      Usability

      Oracle

      No answers on this topic

      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

      Oracle

      No answers on this topic

      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

      Oracle

      No answers on this topic

      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

      Oracle

      No answers on this topic

      Genesys

      Genesys Cloud CX as a very good support system. Users/resellers can raise any issues/requests/concerns/questions to their support forum and the response to the raised requests is done in a nice professional manner. Also, presence of Genesys Community forum and Idea Lab addons to their support arm.
      Read full review

      In-Person Training

      Oracle

      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

      Oracle

      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

      Oracle

      No answers on this topic

      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

      Oracle

      The only feature that makes Beehive Enterprise Collaborative software stack up against similar software is unification. It is wholly unified. Basically, it allows IT to function as one platform providing services like email, team workspace, and conferencing. Uniquely, this results in saving time and cost related to managing separate systems
      Read full review

      Genesys

      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.
      Read full review

      Contract Terms and Pricing Model

      Oracle

      No answers on this topic

      Genesys

      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 of whether 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).
      Read full review

      Scalability

      Oracle

      No answers on this topic

      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

      Oracle

      No answers on this topic

      Genesys

      Genesys Professional Services (PS) is a group of people who are well trained and specialized. On top of Out-of-the-box features and functionalities, if we want to achieve any bespoke requirements, Genesys PS can be consulted and they will provide a good solution to that. Many times we came across a situation that requires Genesys PS to get engaged, so it helped a lot to build any sort of requirements.
      Read full review

      Return on Investment

      Oracle

      • It is difficult to put a number on the ROI of a collaborative software, if not this then we would have used something else. It is not possible to pin down a number on a specific email or scheduling software.
      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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