What users are saying about
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242 Ratings
10 Ratings
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Score 8 out of 100

Genesys Cloud

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242 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

Communifire by Axero Solutions

Specific scenarios where Communifire would be well suited to an organisation, would be companies that are people focused and committed to frequent and open communication channels from both the top-down and bottom-up. It also would suit organizations that are committed to providing the staff opportunities to collaborate, share and actively contribute to company initiatives and planning. If these aren't elements of your organization's culture, the system would still work for you or those companies who just want to push information out and have an effective intranet. Communifire would cater to these scenarios just as well and is more than capable of providing that type of simple solution.
Wade Dixon | 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

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

Workforce Optimization (WFO)

Communifire by Axero Solutions
Genesys Cloud
8.3
Inbound call routing
Communifire by Axero Solutions
Genesys Cloud
8.6
Omnichannel inbound routing
Communifire by Axero Solutions
Genesys Cloud
8.8
Recording
Communifire by Axero Solutions
Genesys Cloud
8.4
Quality management
Communifire by Axero Solutions
Genesys Cloud
8.3
Call analytics
Communifire by Axero Solutions
Genesys Cloud
8.6
Historical reporting
Communifire by Axero Solutions
Genesys Cloud
8.5
Live reporting
Communifire by Axero Solutions
Genesys Cloud
8.5
Customer surveys
Communifire by Axero Solutions
Genesys Cloud
7.3
Customer interaction analytics
Communifire by Axero Solutions
Genesys Cloud
8.0

Pros

Communifire by Axero Solutions

  • Communifire allows people to connect easily through instant chat and messaging. It works similarly to other social media platforms like Facebook so its not hard to learn.
  • Communifire makes it easy to share news and events with our community and the presentation of this information looks very professional.
  • I found Communifire quite easy to configure to our individual needs. There were a lot of options to turn things on or off. This was important to us because in some areas of our community we wanted to allow our contractors many features and in other areas we wanted to really limit what was on offer.
  • We had a big list of things we needed a platform to do. Communifire ticked all the boxes.
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

Communifire by Axero Solutions

  • Some UX issues that could be improved
  • Some architecture decisions don't make complete sense to me (though that's just one man's opinion)
Col Fink | 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

Communifire by Axero Solutions

Communifire by Axero Solutions 9.1
Based on 2 answers
Our business depends upon this software to provide information on all aspects of our business. The future of business is a marriage between web site and customer interaction. This software will allow us to move in that direction.
Chuck Vigeant | TrustRadius Reviewer

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

Communifire by Axero Solutions

Communifire by Axero Solutions 8.2
Based on 1 answer
This rating has a caveat - there is always room for improvement, and this team gets it.You always learn from customers how to do things better and easier, so it is a constant learning of how people use the site. Although the search engine is exceptional, most people do not use it as their first line of research.Much of the usability has to do with layout - and is not just a software usability item, so the rating is severely dependent up on the layout/options you choose for your usage. And their team will do anything in their power to get the results and layout you want.The areas that need improvement - and acknowledged by the team - are the administrative tools. There are a ton of options, and it takes a little to learn some of those. For most people, however, this won't be an issue, because the support team will always help you. This is always the case with more power. If there were fewer options it would no doubt be easier, but they give you the keys to all of the cars in the lot; so a little more to learn.
Chuck Vigeant | 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

Communifire by Axero Solutions

Communifire by Axero Solutions 9.1
Based on 2 answers
Never any problems. Quite impressed
Chuck Vigeant | TrustRadius Reviewer

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

Communifire by Axero Solutions

Communifire by Axero Solutions 9.1
Based on 2 answers
Works in real time.
Chuck Vigeant | TrustRadius Reviewer

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

Communifire by Axero Solutions

Communifire by Axero Solutions 9.0
Based on 4 answers
I have always found Communifire support to be exceptional. We have had a personal account manager who has been very helpful.
Anonymous | 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

Communifire by Axero Solutions

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

Communifire by Axero Solutions

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

Communifire by Axero Solutions

Communifire by Axero Solutions 9.1
Based on 4 answers
I found the system to be very flexible and the Communifire team very supportive in helping me identify solutions for my goals.
Rebecca Verhoeff | TrustRadius Reviewer

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

Communifire by Axero Solutions

We selected Communifire for the excellent sales support, strong feature set and quick set up time. We were able to get started immediately and build out features as need required which led to faster execution and higher adoption rates among our team.
Teresa Miller | 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

Communifire by Axero Solutions

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

Communifire by Axero Solutions

  • We are still building out features of the platform but with implemention of paid features by members, we will be able to cover our operating cost of the platform.
Art Aughey, FDN | 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

Communifire by Axero Solutions

General

Free Trial
Yes
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

Communifire by Axero Solutions
9.0
Genesys Cloud
7.1

Likelihood to Renew

Communifire by Axero Solutions
9.1
Genesys Cloud
8.5

Usability

Communifire by Axero Solutions
8.2
Genesys Cloud
7.9

Reliability and Availability

Communifire by Axero Solutions
9.1
Genesys Cloud
8.6

Performance

Communifire by Axero Solutions
9.1
Genesys Cloud
8.6

Support Rating

Communifire by Axero Solutions
9.0
Genesys Cloud
6.2

In-Person Training

Communifire by Axero Solutions
Genesys Cloud
8.2

Online Training

Communifire by Axero Solutions
Genesys Cloud
7.3

Implementation Rating

Communifire by Axero Solutions
9.1
Genesys Cloud
7.7

Scalability

Communifire by Axero Solutions
Genesys Cloud
8.7

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