Evolve IP Unified Communications vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Evolve IP Unified Communications
Score 8.1 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 8.6 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
Evolve IP Unified CommunicationsGenesys Cloud CX
Editions & Modules
No answers on this topic
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
Evolve IP Unified CommunicationsGenesys Cloud CX
Free Trial
NoNo
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
48% 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
70% 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
48% 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
16% 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
8.7
307 Ratings
3% above category average
Agent dashboard00 Ratings8.8295 Ratings
Validate callers00 Ratings8.5266 Ratings
Outbound response00 Ratings8.5237 Ratings
Call forwarding00 Ratings9.3262 Ratings
Click-to-call (CTC)00 Ratings8.9209 Ratings
Warm transfer00 Ratings9.1286 Ratings
Predictive dialing00 Ratings9.1175 Ratings
Interactive voice response00 Ratings8.7240 Ratings
REST APIs00 Ratings8.6209 Ratings
Call scripts00 Ratings8.9228 Ratings
Call tracking00 Ratings8.6282 Ratings
Multichannel integration00 Ratings8.2224 Ratings
CRM software integration00 Ratings8.5217 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Evolve IP Unified Communications
-
Ratings
Genesys Cloud CX
8.3
293 Ratings
2% below category average
Inbound call routing00 Ratings9.2276 Ratings
Omnichannel inbound routing00 Ratings7.7216 Ratings
Recording00 Ratings9.2277 Ratings
Quality management00 Ratings8.8258 Ratings
Call analytics00 Ratings8.6265 Ratings
Historical reporting00 Ratings8.1276 Ratings
Live reporting00 Ratings8.0270 Ratings
Customer surveys00 Ratings7.1164 Ratings
Customer interaction analytics00 Ratings8.4198 Ratings
Best Alternatives
Evolve IP Unified CommunicationsGenesys Cloud CX
Small Businesses
OpenPhone
OpenPhone
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
PanTerra Networks
PanTerra Networks
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Enterprises
Cisco Business Edition 7000
Cisco Business Edition 7000
Score 9.1 out of 10
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Evolve IP Unified CommunicationsGenesys Cloud CX
Likelihood to Recommend
1.0
(4 ratings)
8.9
(319 ratings)
Likelihood to Renew
-
(0 ratings)
7.7
(30 ratings)
Usability
-
(0 ratings)
9.4
(64 ratings)
Availability
-
(0 ratings)
8.6
(7 ratings)
Performance
-
(0 ratings)
7.7
(7 ratings)
Support Rating
1.0
(2 ratings)
8.6
(123 ratings)
In-Person Training
-
(0 ratings)
7.9
(4 ratings)
Online Training
-
(0 ratings)
8.0
(8 ratings)
Implementation Rating
-
(0 ratings)
7.8
(23 ratings)
Configurability
-
(0 ratings)
8.0
(9 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
-
(0 ratings)
7.6
(11 ratings)
Product Scalability
-
(0 ratings)
8.6
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
-
(0 ratings)
8.8
(13 ratings)
Vendor pre-sale
-
(0 ratings)
8.8
(13 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
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.
Read full review
Pros
Evolve IP
  • One pane of glass to manage multiple sites
  • Zero upfront cost of ownership
  • Flexibility in configuration
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
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
  • 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.
Read full review
Likelihood to Renew
Evolve IP
No answers on this topic
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
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
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.
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Performance
Evolve IP
No answers on this topic
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.
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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.
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
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
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
Evolve IP
We switched from 8x8 due to voice quality issues.
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
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
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Read full review
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.
Read full review
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.
Read full review
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