Genesys Multicloud CX (discontinued) vs. Vonage Contact Center for Salesforce

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Multicloud CX (discontinued)
Score 7.5 out of 10
N/A
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.N/A
Vonage Contact Center for Salesforce
Score 7.9 out of 10
N/A
ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.N/A
Pricing
Genesys Multicloud CX (discontinued)Vonage Contact Center for Salesforce
Editions & Modules
No answers on this topic
Essentials
Contact sales team
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Express
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Premium
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Offerings
Pricing Offerings
Genesys Multicloud CX (discontinued)Vonage Contact Center for Salesforce
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Genesys Multicloud CX (discontinued)Vonage Contact Center for Salesforce
Considered Both Products
Genesys Multicloud CX (discontinued)
Chose Genesys Multicloud CX (discontinued)
We selected them due to their vision of the future and overall out of the box functionality. Having a solution that has to be customized for everything still provides a lot of complexity. Some customization is required such as system integration. However, at the point of …
Vonage Contact Center for Salesforce

No answer on this topic

Top Pros
Top Cons
Features
Genesys Multicloud CX (discontinued)Vonage Contact Center for Salesforce
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Multicloud CX (discontinued)
9.1
118 Ratings
8% above category average
Vonage Contact Center for Salesforce
6.0
4 Ratings
33% below category average
Agent dashboard9.7109 Ratings3.02 Ratings
Validate callers9.896 Ratings8.03 Ratings
Outbound response9.199 Ratings3.02 Ratings
Call forwarding8.389 Ratings3.13 Ratings
Click-to-call (CTC)9.183 Ratings7.04 Ratings
Warm transfer9.8105 Ratings5.14 Ratings
Predictive dialing9.381 Ratings9.01 Ratings
Interactive voice response9.9106 Ratings5.03 Ratings
REST APIs9.899 Ratings8.02 Ratings
Call scripts8.975 Ratings8.01 Ratings
Call tracking9.8103 Ratings2.03 Ratings
Multichannel integration9.6105 Ratings10.01 Ratings
CRM software integration5.499 Ratings7.04 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Multicloud CX (discontinued)
8.6
107 Ratings
4% above category average
Vonage Contact Center for Salesforce
6.5
4 Ratings
24% below category average
Inbound call routing9.0100 Ratings7.03 Ratings
Omnichannel inbound routing9.892 Ratings10.02 Ratings
Recording9.080 Ratings4.14 Ratings
Quality management8.380 Ratings5.13 Ratings
Call analytics8.288 Ratings4.13 Ratings
Historical reporting9.8103 Ratings4.14 Ratings
Live reporting8.9100 Ratings4.14 Ratings
Customer surveys6.864 Ratings10.02 Ratings
Customer interaction analytics7.373 Ratings10.02 Ratings
Best Alternatives
Genesys Multicloud CX (discontinued)Vonage Contact Center for Salesforce
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 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
Genesys Multicloud CX (discontinued)Vonage Contact Center for Salesforce
Likelihood to Recommend
7.7
(147 ratings)
2.1
(6 ratings)
Likelihood to Renew
8.0
(26 ratings)
-
(0 ratings)
Usability
6.9
(18 ratings)
-
(0 ratings)
Availability
8.0
(4 ratings)
-
(0 ratings)
Performance
7.1
(4 ratings)
-
(0 ratings)
Support Rating
8.7
(21 ratings)
10.0
(1 ratings)
In-Person Training
8.1
(3 ratings)
-
(0 ratings)
Online Training
7.3
(2 ratings)
-
(0 ratings)
Implementation Rating
3.8
(11 ratings)
-
(0 ratings)
Configurability
6.5
(3 ratings)
-
(0 ratings)
Ease of integration
2.2
(4 ratings)
-
(0 ratings)
Product Scalability
7.3
(4 ratings)
-
(0 ratings)
Vendor post-sale
7.3
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.3
(2 ratings)
-
(0 ratings)
User Testimonials
Genesys Multicloud CX (discontinued)Vonage Contact Center for Salesforce
Likelihood to Recommend
Discontinued Products
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
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Vonage
If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for
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Pros
Discontinued Products
  • 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.
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Vonage
  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
Read full review
Cons
Discontinued Products
  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
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Vonage
  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
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Likelihood to Renew
Discontinued Products
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
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Vonage
No answers on this topic
Usability
Discontinued Products
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.
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Vonage
No answers on this topic
Reliability and Availability
Discontinued Products
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
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Vonage
No answers on this topic
Performance
Discontinued Products
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.
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Vonage
No answers on this topic
Support Rating
Discontinued Products
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.
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Vonage
I have personally not used their support, but I hear from our admin that it is good.
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In-Person Training
Discontinued Products
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
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Vonage
No answers on this topic
Online Training
Discontinued Products
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
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Vonage
No answers on this topic
Implementation Rating
Discontinued Products
It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
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Vonage
No answers on this topic
Alternatives Considered
Discontinued Products
For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
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Vonage
Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce. Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.
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Scalability
Discontinued Products
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.
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Vonage
No answers on this topic
Return on Investment
Discontinued Products
  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
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Vonage
  • Saved us time
  • Saved us manual effort
  • Improved efficiency
  • Made our sales jobs easier
  • More time spent toward other goals due to this simple tool
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ScreenShots

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace