7 Ratings
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Top Rated
373 Ratings
7 Ratings
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Score 9.6 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
373 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

Creately

Very good online option for flowcharts and other purposes; can be quite cost-effective, too, depending on how you use it.
Mike Eisenberg | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud makes a fantastic resource for a medium or growing business' call center. It can support multiple teams and allows the monitoring of chat and email as well which many companies are looking to utilize. Functionality of Genesys Cloud cannot be beat at its price, but some small businesses may be priced out of utilizing it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Agent dashboard
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Validate callers
Creately
Genesys Cloud CX (formerly Genesys Cloud)
7.6
Outbound response
Creately
Genesys Cloud CX (formerly Genesys Cloud)
7.3
Call forwarding
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Click-to-call (CTC)
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Warm transfer
Creately
Genesys Cloud CX (formerly Genesys Cloud)
9.0
Predictive dialing
Creately
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Interactive voice response
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.7
REST APIs
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call scripts
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call tracking
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Multichannel integration
Creately
Genesys Cloud CX (formerly Genesys Cloud)
7.4
CRM software integration
Creately
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Workforce Optimization (WFO)

Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Inbound call routing
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Omnichannel inbound routing
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Recording
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Quality management
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call analytics
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Historical reporting
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Live reporting
Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Customer surveys
Creately
Genesys Cloud CX (formerly Genesys Cloud)
6.5
Customer interaction analytics
Creately
Genesys Cloud CX (formerly Genesys Cloud)
7.2

Pros

Creately

  • Creately provides the same experience that other similar tools (i.e. Visio) provides, but presents it in a much more colorful, unique manner. The colors are vibrant, and my clients have always been impressed with the quality and feel.
  • Creately provides a lot of creative control over how your images look. I can play with the opacity and color scheme, or use what they already provide.
  • Creately also allows me to create wireframes for clients to review, whether desktop or mobile. I can create simple, easy to understand frames and concepts in minutes - they're super professional looking and ready to share.
  • I like the pricing model. Right now I can pay month-to-month, or pay a one-time fee for a year. It's also less expensive than Visio, which is very nice.
Richard Crane | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
Anonymous | TrustRadius Reviewer

Cons

Creately

  • Folder structure is a bit confusing
  • Database template was not very intuitive
  • Not enough icons
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
Jawad Hammash | TrustRadius Reviewer

Likelihood to Renew

Creately

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.2
Based on 16 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

Creately

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 36 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

Creately

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.7
Based on 5 answers
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.
Danette Babyn | TrustRadius Reviewer

Performance

Creately

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.5
Based on 5 answers
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.
Nikos Papakonstantinou | TrustRadius Reviewer

Support Rating

Creately

Creately 5.6
Based on 4 answers
It definitely could be better, but it may also depend on the type of license you are subscribing to.
Mike Eisenberg | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.0
Based on 99 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

Creately

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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

Creately

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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

Creately

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 19 answers
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.
Matthew Calton | TrustRadius Reviewer

Alternatives Considered

Creately

I have tried several of the different types of diagram and process flow creators. They're all close to the same thing, with some minute details. But I think that's what is really impressive about Creately - it's the little differences that I like the most, such as the vibrant look and feel. It just looks better, and that becomes something I can use to differentiate me as a consultant. I think everyone uses Visio. Give Creately a try. It's very easy to use and will really set you apart.
Richard Crane | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.
Sebastian Cuadras | TrustRadius Reviewer

Scalability

Creately

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.8
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | TrustRadius Reviewer

Return on Investment

Creately

  • Making stake holder better understand the solution in the shortest possible time
  • The clarity it adds to the solution
  • Less meeting and conference calls overall
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Rodrigo Avila | TrustRadius Reviewer

Screenshots

Pricing Details

Creately

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
6.95*

* per user

Creately Editions & Modules

On-premise Edition
Creately Desktop$751
Creately Server6.951
  1. per user
SaaS Edition
Creately Online Personal6.951
Creately Team 5$401
Creately Team 10$801
Creately Team 25$2001
  1. per month
Additional Pricing Details
We offer deeply discounted prices for non profits, educational institutes and charities.

Genesys Cloud CX (formerly Genesys Cloud)

General

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

Genesys Cloud CX (formerly Genesys Cloud) Editions & Modules

Edition
Genesys Cloud CX 1$75.001
Genesys Cloud CX 2$110.001
Genesys Cloud CX 3$140.001
Genesys ChoiceContact sales team2
  1. Per User Per Month
  2. Contact sales team
Additional Pricing Details
Pricing plans can also be billed hourly.

Rating Summary

Likelihood to Recommend

Creately
9.6
Genesys Cloud CX (formerly Genesys Cloud)
7.9

Likelihood to Renew

Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Usability

Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

Creately
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Support Rating

Creately
5.6
Genesys Cloud CX (formerly Genesys Cloud)
7.0

In-Person Training

Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Online Training

Creately
Genesys Cloud CX (formerly Genesys Cloud)
7.3

Implementation Rating

Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Scalability

Creately
Genesys Cloud CX (formerly Genesys Cloud)
8.8

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