What users are saying about
120 Ratings
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Top Rated
467 Ratings
120 Ratings
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Score 7.5 out of 100

Genesys Cloud CX

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Top Rated
467 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Project Management

    6.9

    Podio

    69%

    Genesys Cloud CX

    Feature Set Not Supported
    N/A
    Citrix Podio ranks higher in 14/14 features

    Task Management

    5.9
    59%
    24 Ratings
    N/A
    0 Ratings

    Resource Management

    8.5
    85%
    20 Ratings
    N/A
    0 Ratings

    Gantt Charts

    8.4
    84%
    8 Ratings
    N/A
    0 Ratings

    Scheduling

    4.6
    46%
    21 Ratings
    N/A
    0 Ratings

    Workflow Automation

    4.9
    49%
    25 Ratings
    N/A
    0 Ratings

    Team Collaboration

    5.7
    57%
    26 Ratings
    N/A
    0 Ratings

    Support for Agile Methodology

    5.3
    53%
    15 Ratings
    N/A
    0 Ratings

    Support for Waterfall Methodology

    9.4
    94%
    11 Ratings
    N/A
    0 Ratings

    Document Management

    4.4
    44%
    22 Ratings
    N/A
    0 Ratings

    Email integration

    8.9
    89%
    21 Ratings
    N/A
    0 Ratings

    Mobile Access

    8.9
    89%
    21 Ratings
    N/A
    0 Ratings

    Timesheet Tracking

    8.1
    81%
    13 Ratings
    N/A
    0 Ratings

    Change request and Case Management

    8.4
    84%
    18 Ratings
    N/A
    0 Ratings

    Budget and Expense Management

    4.6
    46%
    16 Ratings
    N/A
    0 Ratings

    Professional Services Automation

    7.7

    Podio

    77%

    Genesys Cloud CX

    Feature Set Not Supported
    N/A
    Citrix Podio ranks higher in 4/4 features

    Quotes/estimates

    4.9
    49%
    9 Ratings
    N/A
    0 Ratings

    Invoicing

    8.9
    89%
    9 Ratings
    N/A
    0 Ratings

    Project & financial reporting

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Integration with accounting software

    8.9
    89%
    6 Ratings
    N/A
    0 Ratings

    Contact Center Software

    Podio

    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
    9.2
    92%
    254 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    227 Ratings

    Outbound response

    N/A
    0 Ratings
    8.8
    88%
    205 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.1
    91%
    225 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    9.6
    96%
    179 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.1
    91%
    248 Ratings

    Predictive dialing

    N/A
    0 Ratings
    9.1
    91%
    151 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.5
    95%
    205 Ratings

    REST APIs

    N/A
    0 Ratings
    9.0
    90%
    175 Ratings

    Call scripts

    N/A
    0 Ratings
    9.2
    92%
    189 Ratings

    Call tracking

    N/A
    0 Ratings
    8.6
    86%
    245 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.4
    84%
    192 Ratings

    CRM software integration

    N/A
    0 Ratings
    9.0
    90%
    187 Ratings

    Workforce Optimization (WFO)

    Podio

    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
    9.2
    92%
    236 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.7
    87%
    182 Ratings

    Recording

    N/A
    0 Ratings
    9.5
    95%
    237 Ratings

    Quality management

    N/A
    0 Ratings
    8.8
    88%
    222 Ratings

    Call analytics

    N/A
    0 Ratings
    8.7
    87%
    226 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.1
    81%
    237 Ratings

    Live reporting

    N/A
    0 Ratings
    8.7
    87%
    231 Ratings

    Customer surveys

    N/A
    0 Ratings
    7.9
    79%
    133 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.7
    87%
    169 Ratings

    Attribute Ratings

    • Citrix Podio is rated higher in 4 areas: Likelihood to Renew, Performance, Ease of integration, Product Scalability
    • Genesys Cloud CX is rated higher in 8 areas: Likelihood to Recommend, Usability, Availability, Support Rating, Implementation Rating, Configurability, Vendor post-sale, Vendor pre-sale

    Likelihood to Recommend

    5.5

    Podio

    55%
    42 Ratings
    9.2

    Genesys Cloud CX

    92%
    273 Ratings

    Likelihood to Renew

    9.1

    Podio

    91%
    17 Ratings
    8.2

    Genesys Cloud CX

    82%
    28 Ratings

    Usability

    6.0

    Podio

    60%
    2 Ratings
    9.4

    Genesys Cloud CX

    94%
    63 Ratings

    Availability

    8.0

    Podio

    80%
    8 Ratings
    8.9

    Genesys Cloud CX

    89%
    6 Ratings

    Performance

    8.0

    Podio

    80%
    4 Ratings
    7.2

    Genesys Cloud CX

    72%
    6 Ratings

    Support Rating

    7.0

    Podio

    70%
    10 Ratings
    8.5

    Genesys Cloud CX

    85%
    124 Ratings

    In-Person Training

    Podio

    N/A
    0 Ratings
    9.1

    Genesys Cloud CX

    91%
    2 Ratings

    Online Training

    Podio

    N/A
    0 Ratings
    8.6

    Genesys Cloud CX

    86%
    5 Ratings

    Implementation Rating

    7.0

    Podio

    70%
    2 Ratings
    8.0

    Genesys Cloud CX

    80%
    23 Ratings

    Configurability

    7.0

    Podio

    70%
    1 Rating
    7.8

    Genesys Cloud CX

    78%
    8 Ratings

    Contract Terms and Pricing Model

    Podio

    N/A
    0 Ratings
    7.6

    Genesys Cloud CX

    76%
    14 Ratings

    Ease of integration

    8.0

    Podio

    80%
    1 Rating
    7.4

    Genesys Cloud CX

    74%
    10 Ratings

    Product Scalability

    10.0

    Podio

    100%
    2 Ratings
    8.9

    Genesys Cloud CX

    89%
    5 Ratings

    Professional Services

    Podio

    N/A
    0 Ratings
    7.6

    Genesys Cloud CX

    76%
    10 Ratings

    Vendor post-sale

    8.0

    Podio

    80%
    1 Rating
    8.9

    Genesys Cloud CX

    89%
    12 Ratings

    Vendor pre-sale

    7.0

    Podio

    70%
    1 Rating
    8.7

    Genesys Cloud CX

    87%
    12 Ratings

    Likelihood to Recommend

    Citrix

    [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.
    Read full review

    Genesys

    Genesys cloud is well suited for situations where agents need to work globally, for example. The edge locations from AWS make it a very flexible environment for users who are located remotely. For companies that require hardware-based PBX systems for whatever reason, then Genesys cloud will not fit the solution.
    Read full review

    Pros

    Citrix

    • 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.
    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

    Citrix

    • 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)
    Read full review

    Genesys

    • DCM (e-mail tool) is a kind of system within a system. It requires logging in twice and it's not as stable as Genesys Cloud CX.
    • Based on our worldwide operations we needed to split the markets within multiple divisions. These divisions are still giving us a hard time with daily operations. We have multi-skilled users which sometimes need access to multiple markets but if these markets are in different divisions, it also means that users will get access to all the markets within those divisions. This is not an acceptable thing from a security perspective.
    • Internal chat - we tried to test if it would fit our needs but there were many things we couldn't filter. One of the main problems was that all the users could contact each other and this couldn't be filtered by team/market/site/division. It also showed the statuses of all the users which we saw as a data breach as other colleagues could see how long users are on productive/non-productive statuses.
    Read full review

    Pricing Details

    Podio

    Starting Price

    $9 per month

    Editions & Modules

    Podio 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

      A discount is available for annual pricing.

      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

      Citrix

      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
      Read full review

      Genesys

      Genesys Cloud CX is a solid product and deserves to be in the upper right quadrant in Gartner. They are true innovators in the customer experience space and based on the innovation taking place monthly, they will likely stay in this spot. The product gains new features every time you blink your eyes.
      Read full review

      Usability

      Citrix

      It is usable, for sure. Requires a bit of thinking to be really useful.
      Read full review

      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

      Citrix

      I have not experienced any down time
      Read full review

      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

      Citrix

      It works all the time and if I have a question, support get back to me ASAP
      Read full review

      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

      Citrix

      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.
      Read full review

      Genesys

      There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
      Read full review

      In-Person Training

      Citrix

      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

      Citrix

      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

      Citrix

      Could of got more help sooner and mapped out structure after the 1st month. Future planning
      Read full review

      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

      Citrix

      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).
      Read full review

      Genesys

      The Genesys Cloud platform is tightly knit in a consistent and easy-to-use UI, whereas others were often bolted together products that had been acquired, resulting in UI inconsistencies and limitations of data sharing. The AppFoundry capabilities enable the benefits of adding on more tools that still stick inside the Genesys window, which is a leg up on desktop-based applications.
      Read full review

      Contract Terms and Pricing Model

      Citrix

      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.
      Read full review

      Scalability

      Citrix

      As you business grows, so does Podio. There seems to be no limit to the workspace and apps you can create on the platform
      Read full review

      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

      Citrix

      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.
      Read full review

      Return on Investment

      Citrix

      • 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.
      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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