Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Podio
Score 7.1 out of 10
N/A
Podio is a cloud-based platform for organizing team communication, business processes, and reporting in project management workspaces; also it may be used as a light CRM platform. It enables workflow automation and integrations. It includes a free version and paid packages with additional features.
$9
per month
Pricing
Genesys Cloud CXPodio
Editions & Modules
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
No answers on this topic
Offerings
Pricing Offerings
Genesys Cloud CXPodio
Free Trial
YesNo
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.A discount is available for annual pricing.
More Pricing Information
Community Pulse
Genesys Cloud CXPodio
Top Pros
Top Cons
Features
Genesys Cloud CXPodio
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.1
382 Ratings
3% below category average
Podio
-
Ratings
Agent dashboard7.9365 Ratings00 Ratings
Validate callers7.9318 Ratings00 Ratings
Outbound response7.6283 Ratings00 Ratings
Call forwarding8.3307 Ratings00 Ratings
Click-to-call (CTC)8.4245 Ratings00 Ratings
Warm transfer8.5352 Ratings00 Ratings
Predictive dialing7.8208 Ratings00 Ratings
Interactive voice response8.3299 Ratings00 Ratings
REST APIs8.3251 Ratings00 Ratings
Call scripts8.4280 Ratings00 Ratings
Call tracking8.4343 Ratings00 Ratings
Multichannel integration8.3275 Ratings00 Ratings
CRM software integration7.8265 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
7.8
364 Ratings
6% below category average
Podio
-
Ratings
Inbound call routing8.5339 Ratings00 Ratings
Omnichannel inbound routing8.0257 Ratings00 Ratings
Recording8.4344 Ratings00 Ratings
Quality management7.9314 Ratings00 Ratings
Call analytics7.9325 Ratings00 Ratings
Historical reporting7.6338 Ratings00 Ratings
Live reporting7.8333 Ratings00 Ratings
Customer surveys6.7198 Ratings00 Ratings
Customer interaction analytics7.6240 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Genesys Cloud CX
-
Ratings
Podio
5.2
26 Ratings
36% below category average
Task Management00 Ratings3.124 Ratings
Resource Management00 Ratings8.620 Ratings
Gantt Charts00 Ratings8.48 Ratings
Scheduling00 Ratings1.121 Ratings
Workflow Automation00 Ratings1.225 Ratings
Team Collaboration00 Ratings3.126 Ratings
Support for Agile Methodology00 Ratings2.115 Ratings
Support for Waterfall Methodology00 Ratings9.411 Ratings
Document Management00 Ratings1.122 Ratings
Email integration00 Ratings8.821 Ratings
Mobile Access00 Ratings8.821 Ratings
Timesheet Tracking00 Ratings8.213 Ratings
Change request and Case Management00 Ratings8.418 Ratings
Budget and Expense Management00 Ratings1.116 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Genesys Cloud CX
-
Ratings
Podio
6.7
13 Ratings
10% below category average
Quotes/estimates00 Ratings1.29 Ratings
Invoicing00 Ratings8.89 Ratings
Project & financial reporting00 Ratings8.09 Ratings
Integration with accounting software00 Ratings8.86 Ratings
Best Alternatives
Genesys Cloud CXPodio
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
FunctionFox
FunctionFox
Score 8.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
SAP Ruum
SAP Ruum
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Cloud CXPodio
Likelihood to Recommend
8.6
(406 ratings)
3.1
(42 ratings)
Likelihood to Renew
7.2
(37 ratings)
9.1
(17 ratings)
Usability
9.1
(68 ratings)
6.0
(2 ratings)
Availability
8.4
(6 ratings)
8.0
(4 ratings)
Performance
8.0
(6 ratings)
8.0
(2 ratings)
Support Rating
7.1
(97 ratings)
7.2
(6 ratings)
In-Person Training
7.7
(4 ratings)
-
(0 ratings)
Online Training
7.6
(10 ratings)
-
(0 ratings)
Implementation Rating
8.2
(18 ratings)
7.0
(1 ratings)
Configurability
8.2
(5 ratings)
7.0
(1 ratings)
Contract Terms and Pricing Model
7.6
(13 ratings)
-
(0 ratings)
Ease of integration
5.3
(7 ratings)
8.0
(1 ratings)
Product Scalability
8.4
(6 ratings)
10.0
(2 ratings)
Professional Services
7.6
(10 ratings)
-
(0 ratings)
Vendor post-sale
8.4
(7 ratings)
8.0
(1 ratings)
Vendor pre-sale
8.4
(7 ratings)
7.0
(1 ratings)
User Testimonials
Genesys Cloud CXPodio
Likelihood to Recommend
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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ShareFile
[Citrix Podios's] customer support is very quick and they provide you an option to convert your
project into small tasks so that you can better assist your team and extract
maximum work out of them hence I will totally recommend its usage. I could not think that keeping track of tasks could be this much easier and smart. It is a fully customizable tool that manages my tasks efficiently and deal with them effectively.
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Pros
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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ShareFile
  • Very easy for people without coding or technical skills to set up and maintain information in "Apps".
  • Platform is very easy to learn and adopt--it's intuitive.
  • Project management potential is awesome--instead of having to fit your projects into a structure that is industry specific, you can build an app that tracks what you want, in the order you want it.
  • Has a "relationship" field that allows you to relate an individual item or record to a record in another app. It effectively gives some of the functionality of a relational database.
  • Very useful for information sharing when staff members are in different regions or places.
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Cons
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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ShareFile
  • More filter options for calendars.
  • Customizable views for Relation fields.
  • Full featured Podio mobile App for iPad.
  • A customizable profile status – would love to work with Podio in silent mode (logged in while working, but "not available" for requests when in heavy work mode)
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Likelihood to Renew
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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ShareFile
Podio customer service is great. The cloud and mobile service is fast (almost instant, continuous syncing). With a solid user base, and backed by Citrix, this is a serious business solution. They're also constantly working on improving and making it more powerful. I anticipate it only getting better
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Usability
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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ShareFile
It is usable, for sure. Requires a bit of thinking to be really useful.
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Reliability and Availability
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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ShareFile
I have not experienced any down time
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Performance
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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ShareFile
It works all the time and if I have a question, support get back to me ASAP
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Support Rating
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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ShareFile
Podio support was always responsive and very quick to provide answers and assistance during the history of using this product, their support team has always been top notch. There have been several cases where calling podio support a feature was not available and they provided either workaround solutions or added the features straight into their roadmap.
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In-Person Training
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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ShareFile
No answers on this topic
Online Training
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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ShareFile
No answers on this topic
Implementation Rating
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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ShareFile
Could of got more help sooner and mapped out structure after the 1st month. Future planning
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Alternatives Considered
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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ShareFile
Compared to Salesforce: Podio is not as robust as a tool for CRM tracking. It also doesn't have the in-email capabilities that SF offers. Compared to Basecamp: Podio is somewhat similar to Basecamp but doesn't offer the same functionality with checking items off and archiving projects. Compared to Zoho Projects: Podio is vastly superior to Zoho Project's lack of flexibility (requiring a development team to build) and accessibility by all members (Zoho Projects requires a very limited number of "owners" of projects which makes it difficult if multiple owners need to assign one or more people to a project).
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Contract Terms and Pricing Model
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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ShareFile
No answers on this topic
Scalability
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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ShareFile
As you business grows, so does Podio. There seems to be no limit to the workspace and apps you can create on the platform
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Professional Services
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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ShareFile
No answers on this topic
Return on Investment
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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ShareFile
  • Podio is great for task assignment and tracking. The ability to enter and assign tasks from mobile and track their completion saves me several phone calls a day.
  • Podio outdoes email as my go to place to search for information. The ability to forward emails into the system, organize by projects and contacts, and search it all saves considerable time and confusion.
  • Podio has considerable potential to reduce overall admin time spent organizing information (filing, tracking, etc) The ability to keep a single record of a given piece of information without being tied to email vs file structure works very well.
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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