What users are saying about
1 Ratings
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240 Ratings
1 Ratings
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Score 7.3 out of 100

Genesys Cloud

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240 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

OneContact CC

Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.
Rui Ferraz | 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

OneContact CC
Genesys Cloud
8.3
Agent dashboard
OneContact CC
Genesys Cloud
8.1
Validate callers
OneContact CC
Genesys Cloud
7.2
Outbound response
OneContact CC
Genesys Cloud
8.1
Call forwarding
OneContact CC
Genesys Cloud
7.6
Click-to-call (CTC)
OneContact CC
Genesys Cloud
9.1
Warm transfer
OneContact CC
Genesys Cloud
8.8
Predictive dialing
OneContact CC
Genesys Cloud
7.5
Interactive voice response
OneContact CC
Genesys Cloud
8.7
REST APIs
OneContact CC
Genesys Cloud
8.6
Call scripts
OneContact CC
Genesys Cloud
8.3
Call tracking
OneContact CC
Genesys Cloud
8.9
Multichannel integration
OneContact CC
Genesys Cloud
8.7
CRM software integration
OneContact CC
Genesys Cloud
7.6

Workforce Optimization (WFO)

OneContact CC
Genesys Cloud
8.3
Inbound call routing
OneContact CC
Genesys Cloud
8.5
Omnichannel inbound routing
OneContact CC
Genesys Cloud
8.7
Recording
OneContact CC
Genesys Cloud
8.5
Quality management
OneContact CC
Genesys Cloud
8.3
Call analytics
OneContact CC
Genesys Cloud
8.7
Historical reporting
OneContact CC
Genesys Cloud
8.4
Live reporting
OneContact CC
Genesys Cloud
8.5
Customer surveys
OneContact CC
Genesys Cloud
7.3
Customer interaction analytics
OneContact CC
Genesys Cloud
8.1

Pros

OneContact CC

  • Call Flow, ACD and IVR.
  • Dynamic platform with the possibility to integrate with the client existing solution.
  • Was built to stand alone, with no need for a supporting PBX, or a advanced reporting module.
Rui Ferraz | 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

OneContact CC

  • The need to have a Microsoft SQL Server 2012/2014 Standard in order to save the media interactions.
  • The email module needs a little more work.
Rui Ferraz | 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

OneContact CC

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

OneContact CC

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.9
Based on 28 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

OneContact CC

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
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

OneContact CC

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
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

OneContact CC

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 6.5
Based on 94 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

OneContact CC

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

OneContact CC

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

OneContact CC

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

OneContact CC

CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching).OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution.Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.
Rui Ferraz | 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

OneContact CC

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

OneContact CC

  • It has a low initial CAPEX
  • It has low maintenance
  • The manufacterer support can be a considerable cost.
Rui Ferraz | 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

OneContact CC

General

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

Genesys Cloud

General

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

Rating Summary

Likelihood to Recommend

OneContact CC
7.3
Genesys Cloud
7.0

Likelihood to Renew

OneContact CC
Genesys Cloud
8.5

Usability

OneContact CC
Genesys Cloud
7.9

Reliability and Availability

OneContact CC
Genesys Cloud
8.5

Performance

OneContact CC
Genesys Cloud
8.5

Support Rating

OneContact CC
Genesys Cloud
6.5

In-Person Training

OneContact CC
Genesys Cloud
8.2

Online Training

OneContact CC
Genesys Cloud
7.3

Implementation Rating

OneContact CC
Genesys Cloud
7.7

Scalability

OneContact CC
Genesys Cloud
8.7

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