CloudCall vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CloudCall
Score 8.4 out of 10
N/A
CloudCall is a telephony and VoIP software solution from the British company of the same name (formerly SYNETY).
$15
per month per user
Genesys Cloud CX
Score 8.4 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
CloudCallGenesys Cloud CX
Editions & Modules
Pro Edition
$15
per month per user
Advanced Edition
$25
per month per user
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
CloudCallGenesys Cloud CX
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeRequiredNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
CloudCallGenesys Cloud CX
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
CloudCallGenesys Cloud CX
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
CloudCall
8.3
3 Ratings
1% above category average
Genesys Cloud CX
-
Ratings
Hosted PBX8.03 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)8.03 Ratings00 Ratings
User templates9.02 Ratings00 Ratings
Call reports9.03 Ratings00 Ratings
Directory of employee names7.53 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
CloudCall
8.3
3 Ratings
0% below category average
Genesys Cloud CX
-
Ratings
Answering rules9.03 Ratings00 Ratings
Call recording9.53 Ratings00 Ratings
Call park7.53 Ratings00 Ratings
Call screening7.53 Ratings00 Ratings
Message alerts8.03 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
CloudCall
7.5
3 Ratings
9% below category average
Genesys Cloud CX
-
Ratings
Video conferencing7.52 Ratings00 Ratings
Audio conferencing8.03 Ratings00 Ratings
Video screen sharing7.01 Ratings00 Ratings
Instant messaging7.53 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
CloudCall
8.8
3 Ratings
5% above category average
Genesys Cloud CX
-
Ratings
Mobile app for iOS8.53 Ratings00 Ratings
Mobile app for Android9.01 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
CloudCall
-
Ratings
Genesys Cloud CX
8.3
379 Ratings
1% below category average
Agent dashboard00 Ratings8.2362 Ratings
Validate callers00 Ratings8.3315 Ratings
Outbound response00 Ratings7.8280 Ratings
Call forwarding00 Ratings8.8304 Ratings
Click-to-call (CTC)00 Ratings8.5242 Ratings
Warm transfer00 Ratings8.8349 Ratings
Predictive dialing00 Ratings8.5205 Ratings
Interactive voice response00 Ratings8.3296 Ratings
REST APIs00 Ratings8.1248 Ratings
Call scripts00 Ratings8.4277 Ratings
Call tracking00 Ratings8.6340 Ratings
Multichannel integration00 Ratings8.3272 Ratings
CRM software integration00 Ratings7.7262 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
CloudCall
-
Ratings
Genesys Cloud CX
8.0
361 Ratings
5% below category average
Inbound call routing00 Ratings8.8336 Ratings
Omnichannel inbound routing00 Ratings8.1254 Ratings
Recording00 Ratings8.7341 Ratings
Quality management00 Ratings8.4311 Ratings
Call analytics00 Ratings8.3322 Ratings
Historical reporting00 Ratings7.7335 Ratings
Live reporting00 Ratings7.7330 Ratings
Customer surveys00 Ratings6.8195 Ratings
Customer interaction analytics00 Ratings7.7237 Ratings
Best Alternatives
CloudCallGenesys Cloud CX
Small Businesses
OpenPhone
OpenPhone
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CloudCallGenesys Cloud CX
Likelihood to Recommend
8.5
(3 ratings)
8.7
(393 ratings)
Likelihood to Renew
-
(0 ratings)
7.4
(37 ratings)
Usability
-
(0 ratings)
9.3
(68 ratings)
Availability
-
(0 ratings)
8.6
(7 ratings)
Performance
-
(0 ratings)
7.8
(7 ratings)
Support Rating
10.0
(2 ratings)
7.8
(127 ratings)
In-Person Training
-
(0 ratings)
7.8
(4 ratings)
Online Training
-
(0 ratings)
8.0
(9 ratings)
Implementation Rating
-
(0 ratings)
8.1
(26 ratings)
Configurability
-
(0 ratings)
8.1
(9 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
-
(0 ratings)
6.3
(12 ratings)
Product Scalability
-
(0 ratings)
8.6
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
-
(0 ratings)
8.7
(13 ratings)
Vendor pre-sale
-
(0 ratings)
8.7
(13 ratings)
User Testimonials
CloudCallGenesys Cloud CX
Likelihood to Recommend
CloudCall
I think CloudCall is better for enterprises that need to keep the clients and employees in contact but on a professional basis. Talking over the phone makes a person understand better as compared to email conversations and takes less time too, so, CloudCall fits the gap by providing better quality calls and gives analytics as well.
Read full review
Genesys
If they want it as the stand alone, I would recommend it all day every day. If they want to integrate with Salesforce, I'd tell them to think about it, and not want anything overly complicated. It just really sucks to always be behind the curve of everyone else on the same platform. I heard this same issue voiced to at the conference in COsta Mesa, and it was said that Salesforce will always be at minimum 6 months behind on features. Also, skill based routing needs work. If there is anticipation of the call transferring to a new agent, skills don't strip. So if a Customer Service rep gets a call for sales, they can't transfer the call without holding on to the skills applied to the call already, which no one in Sales would have. We had to build a custom script to make it work.
Read full review
Pros
CloudCall
  • Recording
  • Log management
  • IVR
Read full review
Genesys
  • APIs - many available, good documentation and tools for placing test calls.
  • Re-imagining solutions as opposed to building things like legacy vendors.
  • Simple interface, particularly architect, which is simple enough for business users to work with.
  • The availability of established integrations in the App Foundry.
Read full review
Cons
CloudCall
  • The service on their app is not the best
  • The texting platform can always improve
Read full review
Genesys
  • Sorting A-Z for some call statistics.
  • Schedule groups/schedules need to be improved so we can manage them better.
  • Filter clearing.
  • When you're in Architect, and you've scrolled to the right, and you click on a box, it moves the screen all the way back to the left.
  • Make a way to hide the box on the right in Architect so you can view the whole call flow.
Read full review
Likelihood to Renew
CloudCall
No answers on this topic
Genesys
I just got my certification and we are really digging in and implementing more and more of the features as the year progresses. I am really happy with the offerings in Genesys CX and so are our board and executives
Read full review
Usability
CloudCall
No answers on this topic
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
CloudCall
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.
Read full review
Performance
CloudCall
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.
Read full review
Support Rating
CloudCall
Customer support is always responsive and timely.
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
CloudCall
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
CloudCall
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
CloudCall
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.
Read full review
Alternatives Considered
CloudCall
CloudCall is much better and easier functionality with more options.
Read full review
Genesys
Genesys Cloud CX wins hands down for all the interaction support and the multitude of interaction types. Switching from RingCentral to Cloud Cx was an obvious choice in terms of efficiency and effectiveness. We had better day-to-day operational support and guidance. That was really a game changer for us since we implemented it.
Read full review
Contract Terms and Pricing Model
CloudCall
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
CloudCall
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.
Read full review
Professional Services
CloudCall
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
CloudCall
  • Makes project work move fast, making the process productive.
  • Keeping record of the calls made for validation or verifications.
  • The only negative impact I feel is when we need support during server errors, which lags sometimes.
Read full review
Genesys
  • The ROI has been difficult to prove as the data provided with CX2 is pretty minimal.
  • The benefit and detriment are it has to integrate with other providers like SuccessKPI in order to get detailed information and not an all-in-one solution.
Read full review
ScreenShots

CloudCall Screenshots

Screenshot of Keep everything in a CRM and see how teams are doing from anywhere.Screenshot of Work from anywhere, when  CloudCall integrates with  Bullhorn for Salesforce, Bullhorn Jobscience, FIVECRM, Profile Recruitment, Influence, Chameleon-i, Voyager, or LaborEdgeScreenshot of A phone system that integrated with a CRMScreenshot of Work from anywhere when CloudCall integrates with Salesforce, Bullhorn, Vincere, Microsoft Dynamics 365, Zoho, Tracker, Access, CEIPAL, Mercury or Access Recruitment CRMScreenshot of "CloudCall is more than just a telephony system. It integrated into all the different systems that we use" - Simon Trigg, Director, Quanta RecruitmentScreenshot of "What we had wasn't working. We had to get smarter, more intelligent with the way out telephony system integrated with our CRM" - Leighton Grant, IT Manager, Oakleaf Partnership Ltd

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