Dropbox Business vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Dropbox Business
Score 8.6 out of 10
N/A
Dropbox Business expands on the company's cloud storage service by providing additional features, such as lost file recovery for an extended period, integration with popular office suites (e.g. Office 365), the Dropbox Paper collaboration extension, two-factor authentication (2FA) and single sign-on (SSO), tiered administrator controls and granular permission sharing, remote device wipe, API, and other features of use to larger groups and businesses.
$15
per month
Genesys Cloud CX
Score 8.4 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
Dropbox BusinessGenesys Cloud CX
Editions & Modules
Standard
$15
per user/per month
Advanced
$25
per user/per month
Enterprise
Contact sales team
Genesys Cloud CX 1
$75.00
Per User Per Month
Genesys Cloud CX 2
$110.00
Per User Per Month
Genesys Cloud CX 3
$140.00
Per User Per Month
Genesys Choice
Contact sales team
Contact sales team
Offerings
Pricing Offerings
Dropbox BusinessGenesys Cloud CX
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Dropbox BusinessGenesys Cloud CX
Top Pros
Top Cons
Features
Dropbox BusinessGenesys Cloud CX
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Dropbox Business
8.5
128 Ratings
4% above category average
Genesys Cloud CX
-
Ratings
Versioning8.5101 Ratings00 Ratings
Video files8.7113 Ratings00 Ratings
Audio files8.6105 Ratings00 Ratings
Document collaboration8.2118 Ratings00 Ratings
Access control8.2125 Ratings00 Ratings
File search8.5125 Ratings00 Ratings
Device sync8.6121 Ratings00 Ratings
Cloud Storage Security & Administration
Comparison of Cloud Storage Security & Administration features of Product A and Product B
Dropbox Business
8.5
127 Ratings
0% below category average
Genesys Cloud CX
-
Ratings
User and role management8.4114 Ratings00 Ratings
File organization8.7124 Ratings00 Ratings
Device management8.4108 Ratings00 Ratings
Cloud Storage Platform
Comparison of Cloud Storage Platform features of Product A and Product B
Dropbox Business
8.8
125 Ratings
5% above category average
Genesys Cloud CX
-
Ratings
Performance9.1125 Ratings00 Ratings
Reliability9.2125 Ratings00 Ratings
Storage Reports8.292 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Dropbox Business
-
Ratings
Genesys Cloud CX
8.8
308 Ratings
4% above category average
Agent dashboard00 Ratings8.8296 Ratings
Validate callers00 Ratings8.5267 Ratings
Outbound response00 Ratings8.6239 Ratings
Call forwarding00 Ratings9.2263 Ratings
Click-to-call (CTC)00 Ratings8.9211 Ratings
Warm transfer00 Ratings9.1287 Ratings
Predictive dialing00 Ratings9.1177 Ratings
Interactive voice response00 Ratings8.9243 Ratings
REST APIs00 Ratings8.7211 Ratings
Call scripts00 Ratings8.9229 Ratings
Call tracking00 Ratings8.7283 Ratings
Multichannel integration00 Ratings8.3225 Ratings
CRM software integration00 Ratings8.6218 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Dropbox Business
-
Ratings
Genesys Cloud CX
8.4
294 Ratings
1% below category average
Inbound call routing00 Ratings9.2277 Ratings
Omnichannel inbound routing00 Ratings7.9217 Ratings
Recording00 Ratings9.2278 Ratings
Quality management00 Ratings8.8259 Ratings
Call analytics00 Ratings8.6266 Ratings
Historical reporting00 Ratings8.1277 Ratings
Live reporting00 Ratings8.1271 Ratings
Customer surveys00 Ratings7.3166 Ratings
Customer interaction analytics00 Ratings8.5199 Ratings
Best Alternatives
Dropbox BusinessGenesys Cloud CX
Small Businesses
SugarSync
SugarSync
Score 10.0 out of 10
Broadvoice
Broadvoice
Score 9.2 out of 10
Medium-sized Companies
IBM Cloud Block Storage
IBM Cloud Block Storage
Score 9.2 out of 10
CloudTalk
CloudTalk
Score 9.2 out of 10
Enterprises
IBM Cloud Block Storage
IBM Cloud Block Storage
Score 9.2 out of 10
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Dropbox BusinessGenesys Cloud CX
Likelihood to Recommend
8.5
(129 ratings)
8.6
(320 ratings)
Likelihood to Renew
5.0
(4 ratings)
7.4
(31 ratings)
Usability
9.0
(19 ratings)
8.0
(65 ratings)
Availability
8.0
(3 ratings)
8.6
(7 ratings)
Performance
8.0
(29 ratings)
7.7
(7 ratings)
Support Rating
8.5
(55 ratings)
7.3
(126 ratings)
In-Person Training
-
(0 ratings)
8.0
(4 ratings)
Online Training
-
(0 ratings)
8.1
(8 ratings)
Implementation Rating
9.0
(5 ratings)
6.7
(24 ratings)
Configurability
9.0
(1 ratings)
7.9
(9 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
8.0
(1 ratings)
7.5
(11 ratings)
Product Scalability
9.0
(2 ratings)
8.6
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
8.0
(1 ratings)
8.8
(13 ratings)
Vendor pre-sale
5.0
(1 ratings)
8.8
(13 ratings)
User Testimonials
Dropbox BusinessGenesys Cloud CX
Likelihood to Recommend
Dropbox
Dropbox Business is an excellent tool for organizing files transmitted among multiple people. Users can upload files to an uploaded folder, protected by the service’s high security. Its stability allows us to be more productive. Intuitive system integration and numerous sharing options are provided. Dropbox Business streamlines and organizes my file-sharing, storage, and saving procedures. It has also been updated to make adding and removing users easier. My experience with Dropbox Business has been nothing but positive since I began using it. For the price, it’s better than Google Drive.
Read full review
Genesys
Overall, the platform is good and provides different channels and collaborative functionalities. The interface is modern and intuitive the users tend to like it. Regarding the technical part, it's overall good support and has great training, however, as with any tool, there's always room for improvement.
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Pros
Dropbox
  • It enables us to share documents and workflow to all employees for whom access is allowed regardless of where in the world they may be located.
  • Dropbox Business provides a means to safely store our documents without having to have physical copies.
  • Dropbox also allows for easy organization of our documents in folders and such in the system.
Read full review
Genesys
  • Documentation is stellar, and I am able to search Beyond training or the knowledge base for anything I need.
  • Call flows and IVR is stupid easy to build and work in.
  • End users (CSRs) like the interface and seem to be able to navigate easily in the system.
Read full review
Cons
Dropbox
  • I deeply dislike the navigation. I find it very clunky and hard and not intuitive. A few years ago Dropbox redesigned its navigation and I'm frequently at a loss to figure out where to access the option I need.
  • It should be quicker and easier to figure out how to send a file. I wish I could do that from the drop-down menu in my taskbar under the Dropbox logo.
  • I wish I had the option under the same drop-down menu in my taskbar under the Dropbox logo to go to where the files are on my laptop, which I find much easier to navigate.
Read full review
Genesys
  • Client customization
  • Help articles are lacking in detail, sometimes contain broken links or have out dated and/or are lacking information
  • Features are missing that were in PureConnect, e.g. Drag-and-drop to transfer
  • "Too many clicks" is often a complaint, e.g. to transfer a call.
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Likelihood to Renew
Dropbox
Dropbox is very expensive and its price is not as competitive as it was. We are looking for an alternative that will enable as to subscribe more users at a more affordable cost. Also, we did not like Dropbox customer service, and felt that they should have found a way to compensate us for some of the damage they were responsible for when restoring our data.
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Genesys
Genesys Cloud CX is a solid product and deserves to be in the upper right quadrant in Gartner. They are true innovators in the customer experience space and based on the innovation taking place monthly, they will likely stay in this spot. The product gains new features every time you blink your eyes.
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Usability
Dropbox
Well-designed, smart, packed with functionality without being overwhelming—Dropbox knows what they are doing and they do it well. They know what users want from the service and they make sure that all the normal use cases are intuitive and at your fingertips. I have never had a hard time finding things with Dropbox and I think their usability is excellent.
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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
Dropbox
At least once a week the app crashes on my computer and causes files to stop syncing. It is an easy fix to re-open the app, however I have to notice the app stopped working to realize it needs to be reopened.
Read full review
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.
Read full review
Performance
Dropbox
The Dropbox site and tools load in a reasonable amount of time. I don't feel like their site and app performance is any better or worse than any other paid product that I've seen offered by any other large company. Compared to a competing product like Google Drive, the performance is probably about the same.
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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.
Read full review
Support Rating
Dropbox
I give it a nine because I haven't ever had to use the support or help. I would give it a ten but since I've never had to use them, I can't really give a full review of how their support works. I've talked to market research teams from Dropbox about new features, but have not had to get any assistance with a problem yet.
Read full review
Genesys
There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
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In-Person Training
Dropbox
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
Dropbox
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
Dropbox
The implementation was actually very simple. Again, as stated previously, the most intriguing part of the entire exercise was the implementation of the directory structure for each account. Once you design and implement it for one, it becomes quite simple to replicate for each account you implement thereafter. You just really need to take time to ensure you implement the first perfectly and those that follow on will be likewise work efficiently and easily.
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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
Dropbox
Dropbox Business just works better across multiple platforms without taking up too many resources locally. I use iCloud for my personal stuff as well, but would never even think of using it across an entire organization. The access and navigation to documents is way easier in my opinion and I've never been convinced of the security integrity of Box.
Read full review
Genesys
I worked in a much larger company when I used TotalView and it had been heavily customized for them (over 10 000 employees) so the comparison is a bit lopsided. I found TotalView quite intuitive but the features of Genesys Cloud CX certainly outweigh that one thing.
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Contract Terms and Pricing Model
Dropbox
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
Dropbox
We've used this when we were 2 users and when we were 20. It did not make any difference. Even when we've had to scale down and fire 10 employees, it was still easy to salvage all the material and keep it organized within Dropbox.
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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
Dropbox
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
Dropbox
  • Improved risk mitigation - know our files are encrypted.
  • Expiring Shared Links are a must have.
  • Positive impact from Happy Customers. No more trying to send cumbersome encrypted emails that customers struggle with. Dropbox makes it easy for them to retrieve their files.
  • Collaboration makes it faster for us to complete plan documents with our customers.
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Genesys
  • SLA improvement (thanks to better overview during real-time scheduling).
  • Better/easier work with multiskilled users which offers more possibilities to work with FTEs (less FTE needed).
  • One time big investment was needed for hardware (laptops, headphones) as we used to work on desktops previously.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories make it easy to find the right person in your organizationScreenshot of Agents can see the activities in their queue in this easy to use dashboardScreenshot of Contact center managers are able to quickly get a view on key metrics in this dashboardScreenshot of Call Center Co-browsing capabilities built-in