What users are saying about
1 Ratings
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Top Rated
277 Ratings
1 Ratings
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Score 10 out of 100

Genesys Engage

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Top Rated
277 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

DCDial

Any business can utilize DCDial, however, DCDial is less appropriate for companies that have a very small number of customers and simply do not need a dialer to reach out to them.
Anonymous | 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

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

Workforce Optimization (WFO)

DCDial
Genesys Engage
7.5
Inbound call routing
DCDial
Genesys Engage
8.2
Omnichannel inbound routing
DCDial
Genesys Engage
8.0
Recording
DCDial
Genesys Engage
7.1
Quality management
DCDial
Genesys Engage
7.0
Call analytics
DCDial
Genesys Engage
7.3
Historical reporting
DCDial
Genesys Engage
7.7
Live reporting
DCDial
Genesys Engage
7.5
Customer surveys
DCDial
Genesys Engage
7.5
Customer interaction analytics
DCDial
Genesys Engage
7.6

Pros

DCDial

  • Payment IVR. Now, there is no need to call us every time when a client wants to make a payment. Now, they can do that on their own at any time.
  • Compliance Suite. DCDial is fully-compliant. Once we've set up our account, we don't have to worry about compliance anymore.
  • Payment Processing. DCDial offers lots of ways to collect payments and the most amazing thing is that they don't charge for payment processing features; they all are included in the plan.
Anonymous | 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

DCDial

  • I'd update their system design a bit to make it more visually appealing but it doesn't impact my productivity.
Anonymous | 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

DCDial

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 6.8
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

DCDial

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 6.8
Based on 11 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys PureEngage'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

DCDial

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.9
Based on 4 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson | TrustRadius Reviewer

Performance

DCDial

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.0
Based on 4 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

DCDial

DCDial 10.0
Based on 1 answer
I gave DCDial the 10/10 rating because our team loves DCDial ever since we had our initial demo with Haze and I personally got really impressed by DCDial's functionality.
Anonymous | TrustRadius Reviewer

Genesys Engage

Genesys Engage 6.9
Based on 28 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

DCDial

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

DCDial

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

DCDial

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 18 answers
Implementation on Genesys PureEngage 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

DCDial

We have evaluated CallFire, CallHub, CloudTalk, and PhoneBurner, but unlike DCDial, none of them offer Click Campaigns that require us to press each phone number manually (non-automated dialing) to dial a specific person and ensure compliance at the same time. As the debt collection agency, we have to make sure we are fully compliant.
Anonymous | 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

DCDial

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

DCDial

  • Our team managed to eliminate the number of unproductive calls.
  • We were able to increase agent connection rates.
  • Inbound callers are happy now because they don't have to wait in a queue (decreased customer wait time).
Anonymous | TrustRadius Reviewer

Genesys Engage

  • 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.
Sharon Woodard | TrustRadius Reviewer

Screenshots

Pricing Details

DCDial

General

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

Genesys Engage

General

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

Rating Summary

Likelihood to Recommend

DCDial
10.0
Genesys Engage
8.6

Likelihood to Renew

DCDial
Genesys Engage
6.8

Usability

DCDial
Genesys Engage
6.8

Reliability and Availability

DCDial
Genesys Engage
7.9

Performance

DCDial
Genesys Engage
7.0

Support Rating

DCDial
10.0
Genesys Engage
6.9

In-Person Training

DCDial
Genesys Engage
8.1

Online Training

DCDial
Genesys Engage
7.3

Implementation Rating

DCDial
Genesys Engage
7.3

Scalability

DCDial
Genesys Engage
7.3

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