ContactOffice vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ContactOffice
Score 4.0 out of 10
Mid-Size Companies (51-1,000 employees)
ContactOffice is a private label cloud collaboration suite including messaging, collaboration and mobility technologies. It is a suite of web applications (Mail, Docs, Calendar, Contacts) that are accessible anytime, anywhere and from any device.N/A
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
ContactOfficeGenesys Cloud CX
Editions & Modules
No answers on this topic
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
ContactOfficeGenesys Cloud CX
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Features
ContactOfficeGenesys Cloud CX
Project Management
Comparison of Project Management features of Product A and Product B
ContactOffice
7.8
3 Ratings
1% below category average
Genesys Cloud CX
-
Ratings
Task Management8.73 Ratings00 Ratings
Gantt Charts7.13 Ratings00 Ratings
Scheduling8.13 Ratings00 Ratings
Workflow Automation7.12 Ratings00 Ratings
Mobile Access7.33 Ratings00 Ratings
Search7.12 Ratings00 Ratings
Visual planning tools9.01 Ratings00 Ratings
Communication
Comparison of Communication features of Product A and Product B
ContactOffice
7.9
3 Ratings
2% below category average
Genesys Cloud CX
-
Ratings
Chat8.73 Ratings00 Ratings
Notifications8.73 Ratings00 Ratings
Discussions9.02 Ratings00 Ratings
Surveys8.62 Ratings00 Ratings
Internal knowledgebase8.02 Ratings00 Ratings
Integrates with GoToMeeting7.01 Ratings00 Ratings
Integrates with Gmail and Google Hangouts6.01 Ratings00 Ratings
Integrates with Outlook7.01 Ratings00 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
ContactOffice
7.9
3 Ratings
3% below category average
Genesys Cloud CX
-
Ratings
Versioning7.82 Ratings00 Ratings
Video files7.42 Ratings00 Ratings
Audio files8.13 Ratings00 Ratings
Document collaboration9.03 Ratings00 Ratings
Access control8.12 Ratings00 Ratings
Advanced security features7.01 Ratings00 Ratings
Integrates with Google Drive7.92 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
ContactOffice
-
Ratings
Genesys Cloud CX
8.1
391 Ratings
3% below category average
Agent dashboard00 Ratings7.9374 Ratings
Validate callers00 Ratings7.9325 Ratings
Outbound response00 Ratings7.6290 Ratings
Call forwarding00 Ratings8.3315 Ratings
Click-to-call (CTC)00 Ratings8.4254 Ratings
Warm transfer00 Ratings8.5361 Ratings
Predictive dialing00 Ratings7.8215 Ratings
Interactive voice response00 Ratings8.3307 Ratings
REST APIs00 Ratings8.2258 Ratings
Call scripts00 Ratings8.3287 Ratings
Call tracking00 Ratings8.5351 Ratings
Multichannel integration00 Ratings8.3283 Ratings
CRM software integration00 Ratings7.8273 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
ContactOffice
-
Ratings
Genesys Cloud CX
7.8
371 Ratings
6% below category average
Inbound call routing00 Ratings8.5346 Ratings
Omnichannel inbound routing00 Ratings8.1264 Ratings
Recording00 Ratings8.5351 Ratings
Quality management00 Ratings8.0321 Ratings
Call analytics00 Ratings7.9332 Ratings
Historical reporting00 Ratings7.6345 Ratings
Live reporting00 Ratings7.8340 Ratings
Customer surveys00 Ratings6.6205 Ratings
Customer interaction analytics00 Ratings7.6247 Ratings
Best Alternatives
ContactOfficeGenesys Cloud CX
Small Businesses
Stackby
Stackby
Score 9.6 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
Troop Messenger
Troop Messenger
Score 9.8 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
HCL Connections
HCL Connections
Score 9.0 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
ContactOfficeGenesys Cloud CX
Likelihood to Recommend
7.3
(3 ratings)
8.6
(415 ratings)
Likelihood to Renew
-
(0 ratings)
7.2
(37 ratings)
Usability
-
(0 ratings)
9.1
(68 ratings)
Availability
-
(0 ratings)
8.3
(6 ratings)
Performance
-
(0 ratings)
8.1
(6 ratings)
Support Rating
-
(0 ratings)
7.1
(97 ratings)
In-Person Training
-
(0 ratings)
7.7
(4 ratings)
Online Training
-
(0 ratings)
7.6
(10 ratings)
Implementation Rating
-
(0 ratings)
8.2
(18 ratings)
Configurability
-
(0 ratings)
8.2
(5 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
-
(0 ratings)
5.0
(7 ratings)
Product Scalability
-
(0 ratings)
8.3
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
-
(0 ratings)
8.3
(7 ratings)
Vendor pre-sale
-
(0 ratings)
8.3
(7 ratings)
User Testimonials
ContactOfficeGenesys Cloud CX
Likelihood to Recommend
ContactOffice
1. Its cloud-based messaging and collaboration suite includes among others an email solution, calendars, address books, documents, polling tool and more. 2. Handling big data, managing events, and reminders. 3. Rich API allowing for a deep integration of the Contact Office applications. 4. Universal access to your data through desktop and mobile. 5. Almost every device supported.
Read full review
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
ContactOffice
  • Can use it from anywhere, can access your documents, emails and others.
  • Can message your group and arrange meetings, and it will notify you.
  • Can manage tasks.
  • Fairly good customer support
Read full review
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.
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Cons
ContactOffice
  • Data safety concerns
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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
ContactOffice
No answers on this topic
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
ContactOffice
No answers on this topic
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
ContactOffice
No answers on this topic
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
ContactOffice
No answers on this topic
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
ContactOffice
No answers on this topic
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
ContactOffice
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
ContactOffice
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
ContactOffice
No answers on this topic
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
ContactOffice
ContactOffice handles almost all data, all files like doc, pdf, mp3 etc. Task management. Worksection is an all-around project management app that gives users visibility and organization. ContactOffice is a contact management software that helps you to easily manage your data from any computer with a web browser. Worksection is Free: no charge. ContactOffice offers four plans for its Individual version. ContactOffice has more supported Integrations than Worksection.
Read full review
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
ContactOffice
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
ContactOffice
No answers on this topic
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
ContactOffice
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
ContactOffice
  • Can get documents from anywhere if you forgot your files.
  • Can connect with anyone in your group, chat, share ideas, and requirements in a single instance.
Read full review
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

ContactOffice Screenshots

Screenshot of Easily manage your data in your virtual office

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