What users are saying about
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Top Rated
284 Ratings
2 Ratings
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Score 8 out of 100

Genesys Engage

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Top Rated
284 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Cloud Call Center

Great tool for those who use Bullhorn and Insightsquared. It is fully integrated to those applications and works well as a phone system. Love the softphone aspect, no need for a handset. Anywhere you have an internet connection and your laptop you can make and receive calls.
Rolf Kramer | TrustRadius Reviewer

Genesys Engage

Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Steve Bagdanovich | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cloud Call Center
Genesys Engage
7.8
Agent dashboard
Cloud Call Center
Genesys Engage
7.7
Validate callers
Cloud Call Center
Genesys Engage
8.0
Outbound response
Cloud Call Center
Genesys Engage
7.7
Call forwarding
Cloud Call Center
Genesys Engage
7.9
Click-to-call (CTC)
Cloud Call Center
Genesys Engage
7.8
Warm transfer
Cloud Call Center
Genesys Engage
7.8
Predictive dialing
Cloud Call Center
Genesys Engage
7.8
Interactive voice response
Cloud Call Center
Genesys Engage
8.1
REST APIs
Cloud Call Center
Genesys Engage
7.7
Call scripts
Cloud Call Center
Genesys Engage
7.6
Call tracking
Cloud Call Center
Genesys Engage
8.0
Multichannel integration
Cloud Call Center
Genesys Engage
8.2
CRM software integration
Cloud Call Center
Genesys Engage
7.5

Workforce Optimization (WFO)

Cloud Call Center
Genesys Engage
7.6
Inbound call routing
Cloud Call Center
Genesys Engage
8.2
Omnichannel inbound routing
Cloud Call Center
Genesys Engage
8.1
Recording
Cloud Call Center
Genesys Engage
7.2
Quality management
Cloud Call Center
Genesys Engage
7.1
Call analytics
Cloud Call Center
Genesys Engage
7.5
Historical reporting
Cloud Call Center
Genesys Engage
7.8
Live reporting
Cloud Call Center
Genesys Engage
7.6
Customer surveys
Cloud Call Center
Genesys Engage
7.6
Customer interaction analytics
Cloud Call Center
Genesys Engage
7.6

Pros

Cloud Call Center

  • Ease of Use
  • Softphones
  • Integration to other applications
Rolf Kramer | TrustRadius Reviewer

Genesys Engage

  • 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.
Suresh K.S Kumar | TrustRadius Reviewer

Cons

Cloud Call Center

  • Softphone UI
  • Ring options
  • Sound integration
Rolf Kramer | TrustRadius Reviewer

Genesys Engage

  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Mike Bailey | TrustRadius Reviewer

Likelihood to Renew

Cloud Call Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 6.9
Based on 22 answers
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
Apostol Savu | TrustRadius Reviewer

Usability

Cloud Call Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.5
Based on 14 answers
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.
Apostol Savu | TrustRadius Reviewer

Reliability and Availability

Cloud Call Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.9
Based on 5 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson | TrustRadius Reviewer

Performance

Cloud Call Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.0
Based on 5 answers
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.
Derek Gibson | TrustRadius Reviewer

Support Rating

Cloud Call Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 8.9
Based on 29 answers
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.
eugene thai | TrustRadius Reviewer

In-Person Training

Cloud Call Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 8.1
Based on 3 answers
Staff responded well to trainer and provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

Online Training

Cloud Call Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 2 answers
Those that utilized online training provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

Implementation Rating

Cloud Call Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.4
Based on 22 answers
Implementation on Genesys Engage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | TrustRadius Reviewer

Alternatives Considered

Cloud Call Center

Cloud Call has better integrations, much better customer service. ShoreTel is a huge and we are a small customer, Cloud Call has treated us as if we are important to them, ShoreTel did not.
Rolf Kramer | TrustRadius Reviewer

Genesys Engage

Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably do with a Genesys solution.
Robert D'Alessandro | TrustRadius Reviewer

Scalability

Cloud Call Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 4 answers
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.
David Saidel | TrustRadius Reviewer

Return on Investment

Cloud Call Center

  • No physical assets (handsets)
  • Reporting Integration
  • Click to dial functionality
Rolf Kramer | TrustRadius Reviewer

Genesys Engage

  • Improved customer experience for contact center applications
  • Enhances internal and external communications through Presence Management
  • Minimal investment in hardware since CIC is primarily a software solution that runs on industry standard Windows servers
  • Can be deployed as a "cloud" solution or an on premise solution with basically the same feature set regardless of deployment
  • Provides 100% application redundancy in a fail-over situation that also supports full geographic redundancy
David Saidel | TrustRadius Reviewer

Screenshots

Pricing Details

Cloud Call Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys Engage

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Cloud Call Center
9.0
Genesys Engage
8.3

Likelihood to Renew

Cloud Call Center
Genesys Engage
6.9

Usability

Cloud Call Center
Genesys Engage
7.5

Reliability and Availability

Cloud Call Center
Genesys Engage
7.9

Performance

Cloud Call Center
Genesys Engage
7.0

Support Rating

Cloud Call Center
Genesys Engage
8.9

In-Person Training

Cloud Call Center
Genesys Engage
8.1

Online Training

Cloud Call Center
Genesys Engage
7.3

Implementation Rating

Cloud Call Center
Genesys Engage
7.4

Scalability

Cloud Call Center
Genesys Engage
7.3

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