Calabrio Teleopti WFM vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Calabrio Teleopti WFM
Score 7.9 out of 10
N/A
Swedish company Teleopti offers their eponymous workforce management system, Teleopti WFM, which may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.N/A
Genesys Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Pricing
Calabrio Teleopti WFMGenesys Cloud CX
Editions & Modules
No answers on this topic
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
Calabrio Teleopti WFMGenesys Cloud CX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Calabrio Teleopti WFMGenesys Cloud CX
Considered Both Products
Calabrio Teleopti WFM

No answer on this topic

Genesys Cloud CX
Chose Genesys Cloud CX
The up-side is that genesys has the phone system as well shorting the communication gap.

Down side Teleopti had predictive and easier forcasting. Also the ability to know previous changes and who process them.
Top Pros
Top Cons
Features
Calabrio Teleopti WFMGenesys Cloud CX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Calabrio Teleopti WFM
-
Ratings
Genesys Cloud CX
8.1
382 Ratings
3% below category average
Agent dashboard00 Ratings7.9365 Ratings
Validate callers00 Ratings7.9318 Ratings
Outbound response00 Ratings7.6283 Ratings
Call forwarding00 Ratings8.3307 Ratings
Click-to-call (CTC)00 Ratings8.4245 Ratings
Warm transfer00 Ratings8.5352 Ratings
Predictive dialing00 Ratings7.8208 Ratings
Interactive voice response00 Ratings8.3299 Ratings
REST APIs00 Ratings8.3251 Ratings
Call scripts00 Ratings8.4280 Ratings
Call tracking00 Ratings8.4343 Ratings
Multichannel integration00 Ratings8.3275 Ratings
CRM software integration00 Ratings7.8265 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Calabrio Teleopti WFM
-
Ratings
Genesys Cloud CX
7.8
364 Ratings
6% below category average
Inbound call routing00 Ratings8.5339 Ratings
Omnichannel inbound routing00 Ratings8.0257 Ratings
Recording00 Ratings8.4344 Ratings
Quality management00 Ratings7.9314 Ratings
Call analytics00 Ratings7.9325 Ratings
Historical reporting00 Ratings7.6338 Ratings
Live reporting00 Ratings7.8333 Ratings
Customer surveys00 Ratings6.7198 Ratings
Customer interaction analytics00 Ratings7.6240 Ratings
Best Alternatives
Calabrio Teleopti WFMGenesys Cloud CX
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Eleveo
Eleveo
Score 9.1 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Genesys Multicloud CX (discontinued)
Genesys Multicloud CX (discontinued)
Score 7.5 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
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User Ratings
Calabrio Teleopti WFMGenesys Cloud CX
Likelihood to Recommend
9.1
(9 ratings)
8.6
(406 ratings)
Likelihood to Renew
-
(0 ratings)
7.2
(37 ratings)
Usability
9.0
(1 ratings)
9.1
(68 ratings)
Availability
-
(0 ratings)
8.4
(6 ratings)
Performance
-
(0 ratings)
8.0
(6 ratings)
Support Rating
-
(0 ratings)
7.1
(97 ratings)
In-Person Training
-
(0 ratings)
7.7
(4 ratings)
Online Training
-
(0 ratings)
7.6
(10 ratings)
Implementation Rating
-
(0 ratings)
8.2
(18 ratings)
Configurability
-
(0 ratings)
8.2
(5 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
-
(0 ratings)
5.3
(7 ratings)
Product Scalability
-
(0 ratings)
8.4
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
-
(0 ratings)
8.4
(7 ratings)
Vendor pre-sale
-
(0 ratings)
8.4
(7 ratings)
User Testimonials
Calabrio Teleopti WFMGenesys Cloud CX
Likelihood to Recommend
Calabrio
Calabrio Teleopti WFM is widely used in our organization, and once we've gotten the hang of it, it's very simple to use. We can manage the entries to each employee's task lists, plan the turns that each teleworker will cover, and swap turns as needed. We can also automate the completion of scheduled management tasks and calculate how much time each employee spends at the company. This application, in general, ensures increased productivity on the call center platform.
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Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
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Pros
Calabrio
  • Schedule management is intuitive and easy to follow
  • The ability for agents to request and swap shifts works well
  • Agent tools for viewing schedules and requests is user friendly
Read full review
Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
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Cons
Calabrio
  • System uptime. We use their cloud solution and unfortunately there's been a number of outages.
  • PTO management, could use more features like waitlisting, time off canceling and offline management
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Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
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Likelihood to Renew
Calabrio
No answers on this topic
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
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Usability
Calabrio
It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.
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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.
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Reliability and Availability
Calabrio
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.
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Performance
Calabrio
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.
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Support Rating
Calabrio
No answers on this topic
Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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In-Person Training
Calabrio
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
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Online Training
Calabrio
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.
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Implementation Rating
Calabrio
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.
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Alternatives Considered
Calabrio
I have worked for other smaller companies that have just used excel sheets to manage scheduling and it was a complete mess. This is a complete and utter 180 in that scheduling is so simplified and creates/causes basically zero conflict among staff.
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Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
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Contract Terms and Pricing Model
Calabrio
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.
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Scalability
Calabrio
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.
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Professional Services
Calabrio
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.
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Return on Investment
Calabrio
  • They must work to update the characteristics of the integrated items so that they can be better in general based on user demand.
  • In general, the software is very easy to use and offers a wide range of working functions.
Read full review
Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability