Evolve IP Unified Communications vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Evolve IP Unified Communications
Score 8.0 out of 10
N/A
Evolve IP is a cloud-based business phone system that has integrations with third-party applications such as Google, Salesforce, and Zendesk. It includes features such as call forwarding, call park, voicemail, caller ID, group directory, audio conferencing, and inbound fax messaging.N/A
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 (billed annually) per user
Pricing
Evolve IP Unified CommunicationsGenesys Cloud CX
Editions & Modules
No answers on this topic
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
Evolve IP Unified CommunicationsGenesys Cloud CX
Free Trial
NoYes
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
Evolve IP Unified CommunicationsGenesys Cloud CX
Considered Both Products
Evolve IP Unified Communications
Chose Evolve IP Unified Communications
Evolve is worse than Dialpad, Vonage, RingCentral, Genesys, MS Teams, 8x8, and any other system I've dealt with. These mentioned all have better features, work well, are simple to use and admin, and some of them cost less.
Genesys Cloud CX
Chose Genesys Cloud CX
Genesys Cloud stood out mainly in the ability to offer a PCI compliant payment IVR. Having to adhere PCI this was an absolute must. The ability for our IT staff to administer almost all aspects of the solution was also a big plus as we had talent that we wanted to capitalize on.
Chose Genesys Cloud CX
Genesys Cloud is more expensive than any other platform we tested but it is also more advanced and well suited for businesses that require advance routing and call center management.
Top Pros
Top Cons
Features
Evolve IP Unified CommunicationsGenesys Cloud CX
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Evolve IP Unified Communications
5.0
4 Ratings
46% below category average
Genesys Cloud CX
-
Ratings
Hosted PBX7.04 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)6.04 Ratings00 Ratings
User templates5.02 Ratings00 Ratings
Call reports1.04 Ratings00 Ratings
Directory of employee names6.04 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Evolve IP Unified Communications
4.0
4 Ratings
71% below category average
Genesys Cloud CX
-
Ratings
Answering rules5.04 Ratings00 Ratings
Call recording2.03 Ratings00 Ratings
Call park5.03 Ratings00 Ratings
Call screening4.04 Ratings00 Ratings
Message alerts4.04 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Evolve IP Unified Communications
5.0
2 Ratings
46% below category average
Genesys Cloud CX
-
Ratings
Audio conferencing4.02 Ratings00 Ratings
Video screen sharing5.01 Ratings00 Ratings
Instant messaging6.01 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Evolve IP Unified Communications
7.0
2 Ratings
13% below category average
Genesys Cloud CX
-
Ratings
Mobile app for iOS7.02 Ratings00 Ratings
Mobile app for Android7.02 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Evolve IP Unified Communications
-
Ratings
Genesys Cloud CX
8.2
414 Ratings
1% below category average
Agent dashboard00 Ratings8.0396 Ratings
Validate callers00 Ratings8.1348 Ratings
Outbound response00 Ratings8.1310 Ratings
Call forwarding00 Ratings8.3336 Ratings
Click-to-call (CTC)00 Ratings8.5271 Ratings
Warm transfer00 Ratings8.7383 Ratings
Predictive dialing00 Ratings8.0228 Ratings
Interactive voice response00 Ratings8.4329 Ratings
REST APIs00 Ratings7.9277 Ratings
Call scripts00 Ratings8.1307 Ratings
Call tracking00 Ratings8.5373 Ratings
Multichannel integration00 Ratings8.4302 Ratings
CRM software integration00 Ratings8.0292 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Evolve IP Unified Communications
-
Ratings
Genesys Cloud CX
8.1
393 Ratings
1% below category average
Inbound call routing00 Ratings8.4368 Ratings
Omnichannel inbound routing00 Ratings8.4285 Ratings
Recording00 Ratings8.7373 Ratings
Quality management00 Ratings8.3342 Ratings
Call analytics00 Ratings8.2352 Ratings
Historical reporting00 Ratings7.6367 Ratings
Live reporting00 Ratings8.0362 Ratings
Customer surveys00 Ratings7.0223 Ratings
Customer interaction analytics00 Ratings8.1267 Ratings
Best Alternatives
Evolve IP Unified CommunicationsGenesys Cloud CX
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.4 out of 10
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User Ratings
Evolve IP Unified CommunicationsGenesys Cloud CX
Likelihood to Recommend
1.0
(4 ratings)
8.6
(438 ratings)
Likelihood to Renew
-
(0 ratings)
7.8
(38 ratings)
Usability
-
(0 ratings)
9.0
(69 ratings)
Availability
-
(0 ratings)
9.0
(7 ratings)
Performance
-
(0 ratings)
9.0
(7 ratings)
Support Rating
1.0
(1 ratings)
6.9
(100 ratings)
In-Person Training
-
(0 ratings)
8.6
(5 ratings)
Online Training
-
(0 ratings)
8.0
(11 ratings)
Implementation Rating
-
(0 ratings)
7.6
(20 ratings)
Configurability
-
(0 ratings)
9.0
(6 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.2
(15 ratings)
Ease of integration
-
(0 ratings)
7.6
(8 ratings)
Product Scalability
-
(0 ratings)
9.1
(8 ratings)
Professional Services
-
(0 ratings)
7.7
(12 ratings)
Vendor post-sale
-
(0 ratings)
7.3
(9 ratings)
Vendor pre-sale
-
(0 ratings)
7.7
(9 ratings)
User Testimonials
Evolve IP Unified CommunicationsGenesys Cloud CX
Likelihood to Recommend
Evolve IP
I would leave it at the "?" rating because what can you rate them? 1 is too high. The only way they'd be "ok" is if: 1. Your company isn't growing and your users never leave the company. 2. You don't have to call support or make edits to the admin portal. 3. Don't need reporting. 4. Only use a physical phone to make/receive calls. 5. Do not plan to use a softphone or call center system. 6. Enjoy systems or people that frustrate you.
Read full review
Genesys
With telephony, I believe that Genesys Cloud CX is ahead of its class and can provide a streamlined approach to call routing and efficiency. I believe that the platform is more than capable in handling telephony services for operations. The reporting and line of sight to real time reporting is also impressive. Having that type of availability to supervisors can be game changing. However, the email and workitems use cases are very far behind. If your business relies on email then it will need to come up with out of the box solutions for everyday use.
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Pros
Evolve IP
  • One pane of glass to manage multiple sites
  • Zero upfront cost of ownership
  • Flexibility in configuration
Read full review
Genesys
  • Standard omnichannel routing - multiple-media interactions are handled well.
  • WFM - agent scheduled, workload balancing, forecasting, etc.
  • 3rd Party Integrations - Easy integration with CRMs, DBs. ADs etc.
  • We are exploring Predictive Routing & finding is useful so far.
  • Reporting is also very useful & informative.
Read full review
Cons
Evolve IP
  • I'd like to see them build out API functionality for reporting off of call data within the organization. They have a Call Center product that seems to include a fairly robust reporting module, but it would be nice to be able to do some more of this within the standard Phone System product as well.
Read full review
Genesys
  • We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
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Likelihood to Renew
Evolve IP
No answers on this topic
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
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Usability
Evolve IP
No answers on this topic
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
Evolve IP
No answers on this topic
Genesys
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
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Performance
Evolve IP
No answers on this topic
Genesys
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
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Support Rating
Evolve IP
Support? If I could do everything myself with the time I don't have, I would do it better than their support. I don't like saying it that way, but it is the truth. We hired someone from another company that also used Evolve IP and when they found out that is what we used here, he expressed all of the same complaints and stories that we had.
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Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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In-Person Training
Evolve IP
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
Evolve IP
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
Evolve IP
No answers on this topic
Genesys
We had a complicated implementation because of the requirements around our routing. I recommend that you allow plenty of time for design and testing if you have complicated requirements. We had to push our implementation out several times to make sure it was done properly and still I think some issues were missed, but since fixed
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Alternatives Considered
Evolve IP
We switched from 8x8 due to voice quality issues.
Read full review
Genesys
Genesys meets the necessary requirements for our organization. The platforms named above partially met the requirements but not in their entirety. The training provided by Genesys through live or self-study courses or the knowledge base in the resource center is far superior to its competitors.
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Contract Terms and Pricing Model
Evolve IP
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
Evolve IP
No answers on this topic
Genesys
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
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Professional Services
Evolve IP
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
Evolve IP
  • We have reduce operational expenses by an average of 30 percent by switching to EIP.
  • Higher level of employee engagement with customers (given phone features).
  • Only negativity would be if you have a single point of failure for internet service it proves to be a challenge.
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Genesys
  • Because the platform already has all the information on the customer, and every interaction within it, it already brings us a return on investment because we do not have to deploy other legacy systems. For example, for you to monitor calls or interactions, everything is already on the same platform. It would be an extra cost if you had to have another CRM behind Genesys. In this case, Genesys Cloud CX already embeds all the solutions in one.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance