What users are saying about
12 Ratings
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Top Rated
285 Ratings
12 Ratings
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Score 8.1 out of 100

Genesys Engage

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Top Rated
285 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 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 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

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

Workforce Optimization (WFO)

CloudTalk
7.8
Genesys Engage
7.7
Inbound call routing
CloudTalk
8.0
Genesys Engage
8.2
Omnichannel inbound routing
CloudTalk
7.6
Genesys Engage
8.1
Recording
CloudTalk
7.8
Genesys Engage
7.3
Quality management
CloudTalk
8.1
Genesys Engage
7.1
Call analytics
CloudTalk
8.1
Genesys Engage
7.5
Historical reporting
CloudTalk
7.9
Genesys Engage
7.8
Live reporting
CloudTalk
7.8
Genesys Engage
7.6
Customer surveys
CloudTalk
7.5
Genesys Engage
7.6
Customer interaction analytics
CloudTalk
7.8
Genesys Engage
7.6

Pros

CloudTalk

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

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 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

CloudTalk

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

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 Engage

Genesys Engage 7.5
Based on 15 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

CloudTalk

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

CloudTalk

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

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 Engage

Genesys Engage 8.9
Based on 30 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

CloudTalk

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

CloudTalk

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

CloudTalk

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

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 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

CloudTalk

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

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 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

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 Engage

General

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

Genesys Engage Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
8.0
Genesys Engage
8.3

Likelihood to Renew

CloudTalk
Genesys Engage
6.9

Usability

CloudTalk
9.1
Genesys Engage
7.5

Reliability and Availability

CloudTalk
Genesys Engage
7.9

Performance

CloudTalk
Genesys Engage
7.0

Support Rating

CloudTalk
7.8
Genesys Engage
8.9

In-Person Training

CloudTalk
Genesys Engage
8.1

Online Training

CloudTalk
Genesys Engage
7.3

Implementation Rating

CloudTalk
Genesys Engage
7.4

Scalability

CloudTalk
Genesys Engage
7.3

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