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
Kintone
Score 9.2 out of 10
N/A
Kintone is a customizable digital workplace platform that lets the user manage data, tasks, and communication in one central place. Over 30,000 customers use Kintone’s no-code platform with more than 1.5 million database and workflow applications custom built for their businesses. The no-code drag-and-drop interface can be used to create custom database applications. Whether it’s sales leads, customer quotes, or inventory management, it can be organized in Kintone and viewed from the…
$24
per month per user
Pricing
Genesys Cloud CX
Kintone
Editions & Modules
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
Professional Subscription
$24
per month per user
Offerings
Pricing Offerings
Genesys Cloud CX
Kintone
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
Pricing plans can also be billed hourly.
All subscriptions have a minimum requirement of 5 users.
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.
Kintone is great if you want a software that will help you in managing your data, and keep track of which tasks are assigned to whom. It also helps to streamline communication and information in one central place. However, it is not for you if you are looking for something complex that has to manage a lot of data.
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.
I feel that Kintone is not well enough known yet. This means that other apps/APIs are not necessarily easy to connect with Kintone. Yes, you can use Zapier though for interfacing with other apps.
It would be great if it could give more customized options to change the look and format of certain things. You can make price quote apps, for example, but have to rely on 3rd party apps or programming skills to customize the look and fields.
If you make a table as an input field, it cannot connect to other internal Kintone apps for lookups and such.
I think there is more potential to make more customized data graphs.
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
I still think that there's a room for Kintone's future, and high expectations for them in additional features and innovative tools and supports. Truly hope that they will support email features, and standardized supports for various plug-ins with the 3rd party software and apps. In the meantime, we will have to consider our ways of doing our work in all aspects
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.
Kintone is agile app and most of the time we can easily come up with new apps. However, there should be more feature-based drag and drop and or a visual-based usability, as we all want to minimize the number of clicks and dropdown menu selections as much as possible. Thanks.
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.
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.
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
I have had very specific questions about different aspects of the software, and I have always been able to get a hold of someone who could help. If my sales rep didn’t know the answer, he would get me in touch with someone who did know the answer. The whole team is very ready to help. It definitely feels like they view my success as their success, which is so important with this type of software.
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
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.
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
Everyone has their own tastes of things and way they want to work. Asking them to adapt to the changes with the new tools or apps is always difficult. We would want to start with a very small but best example within the organization, which in our case was that the employees will not be bothered by the bosses by being asked to find the documents, status of the progresses, or major things/requests/projects.
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.
Kintone is the easiest product to create from and the cost is the lowest I believe. In addition, reconfigurability and extendability are great. If you look for a low code tool, you can try Kintone. But as same as another low code tool, don't expect too much.
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.
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.
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.
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.
