What users are saying about
1 Ratings
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Top Rated
284 Ratings
1 Ratings
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Score 8 out of 100

Genesys Engage

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Top Rated
284 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

CrazyCall

If you are looking for an easy and affordable call service to increase the productivity of your sales team, then look no further than CrazyCall. It has all the basic features that a sales member could need: quick dialing, recording, automatic logging and tracking of calls, and reporting. If you are looking for a call service to integrate with your CRM, then be sure to do your homework and ask to see if CrazyCall has the ability to integrate with your CRM.
Adam Montgomery | TrustRadius Reviewer

Genesys Engage

Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Steve Bagdanovich | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CrazyCall
7.5
Genesys Engage
7.8
Agent dashboard
CrazyCall
6.0
Genesys Engage
7.7
Validate callers
CrazyCall
7.0
Genesys Engage
8.0
Outbound response
CrazyCall
8.0
Genesys Engage
7.7
Call forwarding
CrazyCall
8.0
Genesys Engage
7.9
Click-to-call (CTC)
CrazyCall
9.0
Genesys Engage
7.8
Warm transfer
CrazyCall
8.0
Genesys Engage
7.8
Predictive dialing
CrazyCall
7.0
Genesys Engage
7.8
Interactive voice response
CrazyCall
7.0
Genesys Engage
8.1
REST APIs
CrazyCall
7.0
Genesys Engage
7.7
Call scripts
CrazyCall
8.0
Genesys Engage
7.6
Call tracking
CrazyCall
9.0
Genesys Engage
8.0
Multichannel integration
CrazyCall
7.0
Genesys Engage
8.2
CRM software integration
CrazyCall
7.0
Genesys Engage
7.5

Workforce Optimization (WFO)

CrazyCall
5.4
Genesys Engage
7.6
Inbound call routing
CrazyCall
4.0
Genesys Engage
8.2
Omnichannel inbound routing
CrazyCall
4.0
Genesys Engage
8.1
Recording
CrazyCall
8.0
Genesys Engage
7.2
Quality management
CrazyCall
7.0
Genesys Engage
7.1
Call analytics
CrazyCall
5.0
Genesys Engage
7.5
Historical reporting
CrazyCall
5.0
Genesys Engage
7.8
Live reporting
CrazyCall
5.0
Genesys Engage
7.6
Customer surveys
CrazyCall
6.0
Genesys Engage
7.6
Customer interaction analytics
CrazyCall
5.0
Genesys Engage
7.6

Pros

CrazyCall

  • One-click dialing directly from the computer is definitely a strength.
  • Local numbers used in dialing to increase the number of connections is an asset.
  • The pricing is a plus. It is one of the most affordable calling tools on the market.
Adam Montgomery | TrustRadius Reviewer

Genesys Engage

  • 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.
Suresh K.S Kumar | TrustRadius Reviewer

Cons

CrazyCall

  • Inbound call functionally is still limited and not something that my team utilizes.
  • The reporting features for the some of the lower pricing tiers are very limited.
  • Downloading reports from the cloud can be quite slow at times.
Adam Montgomery | TrustRadius Reviewer

Genesys Engage

  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Mike Bailey | TrustRadius Reviewer

Likelihood to Renew

CrazyCall

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 6.9
Based on 22 answers
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
Apostol Savu | TrustRadius Reviewer

Usability

CrazyCall

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.5
Based on 14 answers
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.
Apostol Savu | TrustRadius Reviewer

Reliability and Availability

CrazyCall

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.9
Based on 5 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson | TrustRadius Reviewer

Performance

CrazyCall

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.0
Based on 5 answers
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.
Derek Gibson | TrustRadius Reviewer

Support Rating

CrazyCall

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 8.9
Based on 29 answers
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.
eugene thai | TrustRadius Reviewer

In-Person Training

CrazyCall

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 8.1
Based on 3 answers
Staff responded well to trainer and provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

Online Training

CrazyCall

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 2 answers
Those that utilized online training provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

Implementation Rating

CrazyCall

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.4
Based on 22 answers
Implementation on Genesys Engage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | TrustRadius Reviewer

Alternatives Considered

CrazyCall

CrazyCall integrated with our CRM better than the other competitors. The integration was seamless and offered exactly what we were looking for. Some of the other competitors that we were evaluating were not able to integrate with our CRM in the same manner. That is why we ended up going with CrazyCall
Adam Montgomery | TrustRadius Reviewer

Genesys Engage

Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably do with a Genesys solution.
Robert D'Alessandro | TrustRadius Reviewer

Scalability

CrazyCall

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 4 answers
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.
David Saidel | TrustRadius Reviewer

Return on Investment

CrazyCall

  • Our sales team is making more calls and the calls have improved in quality....this is leading to more customer interactions.
  • Our customer service has improved with the call recording. We are able to go back and listen to issues and customize our responses based on the recordings.
  • Managers are better able to identify sales members who are consistently meeting their call targets. This has improved our goal-setting and reward system.
Adam Montgomery | TrustRadius Reviewer

Genesys Engage

  • Improved customer experience for contact center applications
  • Enhances internal and external communications through Presence Management
  • Minimal investment in hardware since CIC is primarily a software solution that runs on industry standard Windows servers
  • Can be deployed as a "cloud" solution or an on premise solution with basically the same feature set regardless of deployment
  • Provides 100% application redundancy in a fail-over situation that also supports full geographic redundancy
David Saidel | TrustRadius Reviewer

Screenshots

Pricing Details

CrazyCall

General

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

CrazyCall Editions & Modules

Edition
Plan B$201
Plan A$101
Plan C$401
  1. per user / month
Additional Pricing Details
Plans priced per user / month. Exclusive of connection costs. Competitive rates available.

Genesys Engage

General

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

Genesys Engage Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CrazyCall
8.0
Genesys Engage
8.3

Likelihood to Renew

CrazyCall
Genesys Engage
6.9

Usability

CrazyCall
Genesys Engage
7.5

Reliability and Availability

CrazyCall
Genesys Engage
7.9

Performance

CrazyCall
Genesys Engage
7.0

Support Rating

CrazyCall
Genesys Engage
8.9

In-Person Training

CrazyCall
Genesys Engage
8.1

Online Training

CrazyCall
Genesys Engage
7.3

Implementation Rating

CrazyCall
Genesys Engage
7.4

Scalability

CrazyCall
Genesys Engage
7.3

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