Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Coda
Score 8.1 out of 10
N/A
Coda, from Coda Project headquartered in San Francisco, is a template-based document generation solution, supporting a variety of use cases presented by the vendor as ideal for smaller companies that might otherwise be relying on spreadsheets to maintain (for instance) product development, or inventory tracking. It is available free, with paid editions to support teams, automations, or for more advanced collaboration and workspace features, as well as more advanced security features.
$0
per month
Genesys Cloud CX
Score 8.5 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
CodaGenesys Cloud CX
Editions & Modules
Free
$0.00
per month
Pro
$10.00
per month per doc maker; unlimited editors (paid annually)
Team
$30.00
per month per doc maker; unlimited editors (paid annually)
Enterprise
Custom Pricing
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
CodaGenesys Cloud CX
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsWith Coda, you only pay for Doc Makers. Often one person creates a doc, others edit it, and some simply observe from afar. Instead of charging for everyone, we only charge for the people who create docs. Interested in enterprise pricing? Visit coda.io/enterprisePricing plans can also be billed hourly.
More Pricing Information
Features
CodaGenesys Cloud CX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Coda
-
Ratings
Genesys Cloud CX
8.2
382 Ratings
2% below category average
Agent dashboard00 Ratings7.9365 Ratings
Validate callers00 Ratings7.9318 Ratings
Outbound response00 Ratings7.7283 Ratings
Call forwarding00 Ratings8.3307 Ratings
Click-to-call (CTC)00 Ratings8.4245 Ratings
Warm transfer00 Ratings8.5352 Ratings
Predictive dialing00 Ratings7.9208 Ratings
Interactive voice response00 Ratings8.4299 Ratings
REST APIs00 Ratings8.3251 Ratings
Call scripts00 Ratings8.4280 Ratings
Call tracking00 Ratings8.4343 Ratings
Multichannel integration00 Ratings8.3275 Ratings
CRM software integration00 Ratings7.8265 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Coda
-
Ratings
Genesys Cloud CX
7.8
364 Ratings
6% below category average
Inbound call routing00 Ratings8.5339 Ratings
Omnichannel inbound routing00 Ratings8.0257 Ratings
Recording00 Ratings8.4344 Ratings
Quality management00 Ratings7.9314 Ratings
Call analytics00 Ratings7.9325 Ratings
Historical reporting00 Ratings7.6338 Ratings
Live reporting00 Ratings7.9333 Ratings
Customer surveys00 Ratings6.7198 Ratings
Customer interaction analytics00 Ratings7.6240 Ratings
Best Alternatives
CodaGenesys Cloud CX
Small Businesses
Square 9 Softworks
Square 9 Softworks
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Medium-sized Companies
MSB Docs
MSB Docs
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Enterprises
Kofax Capture
Kofax Capture
Score 6.3 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CodaGenesys Cloud CX
Likelihood to Recommend
8.4
(24 ratings)
8.6
(406 ratings)
Likelihood to Renew
9.1
(2 ratings)
7.2
(37 ratings)
Usability
7.3
(1 ratings)
9.1
(68 ratings)
Availability
9.1
(1 ratings)
8.4
(6 ratings)
Performance
9.1
(1 ratings)
8.0
(6 ratings)
Support Rating
7.8
(2 ratings)
7.2
(97 ratings)
In-Person Training
-
(0 ratings)
7.7
(4 ratings)
Online Training
-
(0 ratings)
7.6
(10 ratings)
Implementation Rating
8.2
(1 ratings)
8.2
(18 ratings)
Configurability
8.2
(1 ratings)
8.2
(5 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
4.5
(1 ratings)
5.4
(7 ratings)
Product Scalability
9.1
(1 ratings)
8.4
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
7.3
(1 ratings)
8.4
(7 ratings)
Vendor pre-sale
-
(0 ratings)
8.4
(7 ratings)
User Testimonials
CodaGenesys Cloud CX
Likelihood to Recommend
Coda
Coda is great to build a place for your users to go to and see information. It is easy to navigate through and the variety of content creation is great. However, it is not always easy to create what you want and there is a lot of playing around and learning. Coda also sometimes misses some functionality which is expected. For example, downloading a list of users that have access to the platform. Being able to send push notifications when a new page has been created etc. Overall it is a good tool to use just be prepared to invest time!
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Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
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Pros
Coda
  • Flexibility. It's easy to get started on a small scale, but add more complex organization strategies as needed.
  • Integrations. It's simple to ingest data from sources like Zapier for time-saving automations.
  • Useful components. View table data across different formats like cards or custom detail views.
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Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
Read full review
Cons
Coda
  • It takes getting used to in terms of how the formulas per column is implemented, in contrast to how we build tables in Excel. For organization/team purchase, it would be worth considering having a training for the core team of users. Right now, we do a lot of self-learning.
  • Inability to email charts or image without these objects being hosted on a third party. The community has been great in providing workarounds but it would be much more convenient to be able to have such ability natively.
  • APAC Support. I'm based in Malaysia, due to timezone differences, even with a livechat implemented, the support for each step and conversation takes up to 24 hours per response. Having some hours covered in our timezone would greatly improve customer support experience.
Read full review
Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
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Likelihood to Renew
Coda
Coda is definitely something that has been proven to drive positive impact in our organization. We have many divisions that can benefit from this that we have yet to explore. It would definitely be worth renewing.
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Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
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Usability
Coda
Coda can seem either really useful or really useless. The extremes of both ends is driven by what our own understanding of what we want to implement. If we lack this understanding, it will be easy to misunderstand Coda's usability especially in the wrong context.
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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.
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Reliability and Availability
Coda
So far in the past year, we haven't had situations that Coda has gone down for us which is great.
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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.
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Performance
Coda
We haven't done any integrations - the initial part of our experience we found that for docs with complex formulas, the page tends to load slowly but in recent months, Coda has improved and optimized the loading times in general and we generally don't find any problems in terms of speed anymore.
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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.
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Support Rating
Coda
Mainly due to timezone differences. I think Coda's support in general is well implemented and executed. They know their stuff and are helpful. But since I'm not in the same timezone, solution rates are slower for me, and that's not something I prefer. I work in customer service, too, and more often than not, time is important. Shortening the solution time would be a much greater experience.
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Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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In-Person Training
Coda
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
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Online Training
Coda
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.
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Implementation Rating
Coda
I'm relatively inexperienced but this experience is meaningful. It would have been nice to have some guidance from Coda so that we understood more on Coda's purpose and potential.
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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.
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Alternatives Considered
Coda
While all of the products listed have great features and platforms, there was always one thing missing from them that I would need to get from another application. Coda was the first one we used that really combined some of the best parts of those products and allowed us to use it in one place. I also appreciate the flexibility of creating your own framework and workflow, unlike in other tools where you have to follow how they capture data and organize projects.
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Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
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Contract Terms and Pricing Model
Coda
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.
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Scalability
Coda
I think scalability is definitely good here since it's based on number of doc makers. Implementation into each dept becomes simpler. That being said, due to the nature of our work, we find it easier that we have a "super user" and then a team of other doc makers. This would make the doc creation and management more efficient.
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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.
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Professional Services
Coda
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.
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Return on Investment
Coda
  • Increased insight for all stakeholders involved--both in terms of overview and details
  • Better grip on issues and escalations--reduced friction, confusion, and higher clarity on status, next actions, and ownership.
  • Reduced time required by those who need to maintain all information. Record (a detail) once and use multiple times.
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Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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ScreenShots

Coda Screenshots

Screenshot of One unified surface means ideas aren’t limited to a file type. A project doesn’t have to be split across tabs of documents, spreadsheets, and apps.Screenshot of Packs are a version of integrations or plug-ins. They connect the  doc to the apps in use every day, so as to pull live data in or push updates out automatically.Screenshot of Drag-and-drop templates provide a quick-start shortcut to commonly used templates like Upvote/Downvote, To-Do List, and Team Sentiment Tracker.Screenshot of Slice, dice, and chop data using Views. A View is a mirror of data that can be tailored to unique needs, all while staying connected to the source.Screenshot of When accessing the doc from a mobile device, it should feel like an app. Doc pages become tabs, buttons become swipe actions and doc notifications become push notifications.Screenshot of The Doc Gallery contains docs self-published by the Coda community. These published docs have a webpage-like interface and have varying levels of interactivity like view, play or edit. Find and share tools, templates, tiny apps, interactive handbooks, and anything else that can be built in Coda.

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