What users are saying about
12 Ratings
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242 Ratings
12 Ratings
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Score 8.1 out of 100

Genesys Cloud

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242 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.2 out of 100

Likelihood to Recommend

CloudTalk

CloudTalk is great for making calls and receiving them, while doing different tasks. It is easy to see the incoming call and to answer them. As well as the call quality is high. It is really suited to be used in customer service, when many clients are calling. Sometimes if a client can not pick up the phone, the SMS option can be a great help to send the information and to receive from the client the information back
Ieva Lukstiņa | TrustRadius Reviewer

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CloudTalk
7.8
Genesys Cloud
8.3
Agent dashboard
CloudTalk
7.8
Genesys Cloud
8.2
Validate callers
CloudTalk
7.5
Genesys Cloud
7.4
Outbound response
CloudTalk
8.0
Genesys Cloud
8.1
Call forwarding
CloudTalk
7.9
Genesys Cloud
7.7
Click-to-call (CTC)
CloudTalk
7.9
Genesys Cloud
9.2
Warm transfer
CloudTalk
7.7
Genesys Cloud
8.8
Predictive dialing
CloudTalk
7.4
Genesys Cloud
7.3
Interactive voice response
CloudTalk
7.7
Genesys Cloud
8.6
REST APIs
CloudTalk
7.7
Genesys Cloud
8.7
Call scripts
CloudTalk
7.7
Genesys Cloud
8.3
Call tracking
CloudTalk
7.8
Genesys Cloud
8.9
Multichannel integration
CloudTalk
7.8
Genesys Cloud
8.6
CRM software integration
CloudTalk
8.0
Genesys Cloud
7.7

Workforce Optimization (WFO)

CloudTalk
7.8
Genesys Cloud
8.3
Inbound call routing
CloudTalk
8.0
Genesys Cloud
8.6
Omnichannel inbound routing
CloudTalk
7.6
Genesys Cloud
8.8
Recording
CloudTalk
7.8
Genesys Cloud
8.4
Quality management
CloudTalk
8.1
Genesys Cloud
8.3
Call analytics
CloudTalk
8.1
Genesys Cloud
8.6
Historical reporting
CloudTalk
7.9
Genesys Cloud
8.5
Live reporting
CloudTalk
7.8
Genesys Cloud
8.5
Customer surveys
CloudTalk
7.5
Genesys Cloud
7.3
Customer interaction analytics
CloudTalk
7.8
Genesys Cloud
8.0

Pros

CloudTalk

  • Ease of use.
  • Ease of setup.
  • Usability.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Genesys Cloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys Cloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

Cons

CloudTalk

  • The service is unusable right now because it's always down. CloudTalk has oversold their service to too many customers on too few servers (as admitted on an email from their CEO to all their customers). We've lost all functionality for days - crippling our customer support team
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | TrustRadius Reviewer

Likelihood to Renew

CloudTalk

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
Based on 9 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Usability

CloudTalk

CloudTalk 9.1
Based on 4 answers
I must say that the flexibility of this tool is amazing. I can see all the necessary details about the calls and available agents at one place, including reports, SLAs and other metrics I need to work with. The interface has a very nice modern design, which is easy to use and very intuitive.
Andrej Saxon | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 7.9
Based on 29 answers
As I have been saying Genesys Cloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed.
Ronnie Knight | TrustRadius Reviewer

Reliability and Availability

CloudTalk

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.6
Based on 3 answers
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Performance

CloudTalk

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.6
Based on 3 answers
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Support Rating

CloudTalk

CloudTalk 7.8
Based on 10 answers
They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!
Stanislav Bouda | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.2
Based on 95 answers
When deployed, there are some times issues where you need to contact official support. During my experience, I had issues with a couple of my customers regarding the device. Genesys' support does replace the device after a lot of validations and the shipping time is a headache for us as it takes a lot of time to come from the US to Saudi Arabia. This could be improved.
Teja DSV | TrustRadius Reviewer

In-Person Training

CloudTalk

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

CloudTalk

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 3 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

CloudTalk

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.7
Based on 13 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Alternatives Considered

CloudTalk

Aircall is really expensive for the same functionality and Freshcaller was just impossible to work with and really bad service. Both also don't have a good freemium tier like this does.
Anonymous | TrustRadius Reviewer

Genesys Cloud

We use also Genesys Engage on Premises. Both offer great customer experience but we choose Genesys Cloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. Genesys Engage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Scalability

CloudTalk

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 2 answers
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Return on Investment

CloudTalk

  • CloudTalk has crippled our customer support team. The return on investment has basically been upset customers because they can't get through to us for assistance because the app and CloudTalk servers are constantly down.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • We have had Genesys Cloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

Screenshots

Pricing Details

CloudTalk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$11*

* per user

CloudTalk Editions & Modules

Edition
CloudTalk Essential$201
CloudTalk Custom-2
CloudTalk Expert$353
CloudTalk Starter$153
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. per user/month (invoiced annually)
Additional Pricing Details

Genesys Cloud

General

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

Genesys Cloud Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
8.0
Genesys Cloud
7.1

Likelihood to Renew

CloudTalk
Genesys Cloud
8.5

Usability

CloudTalk
9.1
Genesys Cloud
7.9

Reliability and Availability

CloudTalk
Genesys Cloud
8.6

Performance

CloudTalk
Genesys Cloud
8.6

Support Rating

CloudTalk
7.8
Genesys Cloud
6.2

In-Person Training

CloudTalk
Genesys Cloud
8.2

Online Training

CloudTalk
Genesys Cloud
7.3

Implementation Rating

CloudTalk
Genesys Cloud
7.7

Scalability

CloudTalk
Genesys Cloud
8.7

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