CallTrackingMetrics vs. Genesys Multicloud CX (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CallTrackingMetrics
Score 10.0 out of 10
Small Businesses (1-50 employees)
CallTrackingMetrics is a call tracking solution for all online and offline channels with real-time reporting and intelligent routing.
$79
per month
Genesys Multicloud CX (discontinued)
Score 7.5 out of 10
N/A
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.N/A
Pricing
CallTrackingMetricsGenesys Multicloud CX (discontinued)
Editions & Modules
Marketing Lite
$79
per month
Marketing Pro
$179
per month
Sales Engage
$329
per month
Enterprise
$1999
per month
No answers on this topic
Offerings
Pricing Offerings
CallTrackingMetricsGenesys Multicloud CX (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsAll plans include unlimited users at no extra cost, while Marketing Pro and higher also include sub-accounts perfect for agencies and multi-location businesses. Discounts of up to two months free for annual agreements.
More Pricing Information
Community Pulse
CallTrackingMetricsGenesys Multicloud CX (discontinued)
Top Pros
Top Cons
Features
CallTrackingMetricsGenesys Multicloud CX (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
CallTrackingMetrics
-
Ratings
Genesys Multicloud CX (discontinued)
9.1
118 Ratings
9% above category average
Agent dashboard00 Ratings9.7109 Ratings
Validate callers00 Ratings9.896 Ratings
Outbound response00 Ratings9.199 Ratings
Call forwarding00 Ratings8.389 Ratings
Click-to-call (CTC)00 Ratings9.183 Ratings
Warm transfer00 Ratings9.8105 Ratings
Predictive dialing00 Ratings9.381 Ratings
Interactive voice response00 Ratings9.9106 Ratings
REST APIs00 Ratings9.899 Ratings
Call scripts00 Ratings8.975 Ratings
Call tracking00 Ratings9.8103 Ratings
Multichannel integration00 Ratings9.6105 Ratings
CRM software integration00 Ratings5.499 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
CallTrackingMetrics
-
Ratings
Genesys Multicloud CX (discontinued)
8.6
107 Ratings
4% above category average
Inbound call routing00 Ratings9.0100 Ratings
Omnichannel inbound routing00 Ratings9.892 Ratings
Recording00 Ratings9.080 Ratings
Quality management00 Ratings8.380 Ratings
Call analytics00 Ratings8.288 Ratings
Historical reporting00 Ratings9.8103 Ratings
Live reporting00 Ratings8.9100 Ratings
Customer surveys00 Ratings6.864 Ratings
Customer interaction analytics00 Ratings7.373 Ratings
Best Alternatives
CallTrackingMetricsGenesys Multicloud CX (discontinued)
Small Businesses
Invoca
Invoca
Score 9.2 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Revenue.io
Revenue.io
Score 8.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Revenue.io
Revenue.io
Score 8.5 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CallTrackingMetricsGenesys Multicloud CX (discontinued)
Likelihood to Recommend
10.0
(9 ratings)
7.7
(147 ratings)
Likelihood to Renew
-
(0 ratings)
8.0
(26 ratings)
Usability
-
(0 ratings)
6.9
(18 ratings)
Availability
-
(0 ratings)
8.0
(4 ratings)
Performance
-
(0 ratings)
7.1
(4 ratings)
Support Rating
-
(0 ratings)
8.7
(21 ratings)
In-Person Training
-
(0 ratings)
8.1
(3 ratings)
Online Training
-
(0 ratings)
7.3
(2 ratings)
Implementation Rating
-
(0 ratings)
3.8
(11 ratings)
Configurability
-
(0 ratings)
6.5
(3 ratings)
Ease of integration
-
(0 ratings)
2.2
(4 ratings)
Product Scalability
-
(0 ratings)
7.3
(4 ratings)
Vendor post-sale
-
(0 ratings)
7.3
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.3
(2 ratings)
User Testimonials
CallTrackingMetricsGenesys Multicloud CX (discontinued)
Likelihood to Recommend
CallTrackingMetrics, LLC
[CallTrackingMetrics] is well suited for HIPAA Compliant Call Tracking when working with medical clients and is great for all clients who do online sales or patient intake. Clients with low volume of calls may not get enough value for the cost of this platform.
Read full review
Discontinued Products
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
Read full review
Pros
CallTrackingMetrics, LLC
  • Very easy to set up and use. You can create as many tracking numbers and sources as you need. Easily organize and filter them for results and placing the code is so simple. Anyone can use this software.
  • Listening to the calls makes life simple. We can hear what the potential lead said and record feedback to better our marketing efforts. You can even flag or email the call recordings if you need to share inside or outside your organization.
  • Call reporting is a breeze! You can easily filter your sources, call duration, time and more and reports are extremely accurate.
  • Cost is well worth what you get from the software.
Read full review
Discontinued Products
  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Read full review
Cons
CallTrackingMetrics, LLC
  • Can get pricy.
  • More complex integrations may need professional services.
  • No push notifications for incoming SMS on mobile app (non agent).
Read full review
Discontinued Products
  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
Read full review
Likelihood to Renew
CallTrackingMetrics, LLC
No answers on this topic
Discontinued Products
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
Read full review
Usability
CallTrackingMetrics, LLC
No answers on this topic
Discontinued Products
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Read full review
Reliability and Availability
CallTrackingMetrics, LLC
No answers on this topic
Discontinued Products
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
Read full review
Performance
CallTrackingMetrics, LLC
No answers on this topic
Discontinued Products
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
Read full review
Support Rating
CallTrackingMetrics, LLC
No answers on this topic
Discontinued Products
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
Read full review
In-Person Training
CallTrackingMetrics, LLC
No answers on this topic
Discontinued Products
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
Read full review
Online Training
CallTrackingMetrics, LLC
No answers on this topic
Discontinued Products
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
Read full review
Implementation Rating
CallTrackingMetrics, LLC
No answers on this topic
Discontinued Products
It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
Read full review
Alternatives Considered
CallTrackingMetrics, LLC
CallTrackingMetrics has stood up well compared to Salesforce. Being that we are a high volume call center for schools, it has been very good for the company. I feel that CallTrackingMetrics is really good for our company compared to Salesforece CMS.
Read full review
Discontinued Products
For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
Read full review
Scalability
CallTrackingMetrics, LLC
No answers on this topic
Discontinued Products
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
Read full review
Return on Investment
CallTrackingMetrics, LLC
  • Fits nicely into the % of budget dedicated to Analytics
  • CallTrackingMetrics is our system of truth for source of calls for Local Service business
  • CallTrackingMetrics is our system of truth for CSR staffing plans at Supplier / Distributor
Read full review
Discontinued Products
  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
Read full review
ScreenShots

CallTrackingMetrics Screenshots

Screenshot of Activity LogScreenshot of Softphone Interface

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace