Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
monday.com
Score 8.5 out of 10
Mid-Size Companies (51-1,000 employees)
monday.com Work OS is an open platform designed so that anyone can create the tools they need to run all aspects of their work. It includes ready-made templates or the ability to customize any work solution ranging from sales pipelines to marketing campaigns, CRMs, and project tracking.
$0
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Pricing
Genesys Cloud CXmonday.com
Editions & Modules
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
Enterprise
$0
Contact us
Basic
$8
per user
Standard
$10
per user
Pro
$16
per user
Offerings
Pricing Offerings
Genesys Cloud CXmonday.com
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.Yearly plan: Save 18% Monthly plan also available
More Pricing Information
Community Pulse
Genesys Cloud CXmonday.com
Top Pros
Top Cons
Features
Genesys Cloud CXmonday.com
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.7
307 Ratings
3% above category average
monday.com
-
Ratings
Agent dashboard8.8295 Ratings00 Ratings
Validate callers8.5266 Ratings00 Ratings
Outbound response8.5237 Ratings00 Ratings
Call forwarding9.3262 Ratings00 Ratings
Click-to-call (CTC)8.9209 Ratings00 Ratings
Warm transfer9.1286 Ratings00 Ratings
Predictive dialing9.1175 Ratings00 Ratings
Interactive voice response8.7240 Ratings00 Ratings
REST APIs8.6209 Ratings00 Ratings
Call scripts8.9228 Ratings00 Ratings
Call tracking8.6282 Ratings00 Ratings
Multichannel integration8.2224 Ratings00 Ratings
CRM software integration8.5217 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
8.4
293 Ratings
1% below category average
monday.com
-
Ratings
Inbound call routing9.2276 Ratings00 Ratings
Omnichannel inbound routing7.7216 Ratings00 Ratings
Recording9.2277 Ratings00 Ratings
Quality management8.8258 Ratings00 Ratings
Call analytics8.6265 Ratings00 Ratings
Historical reporting8.1276 Ratings00 Ratings
Live reporting8.0270 Ratings00 Ratings
Customer surveys7.1164 Ratings00 Ratings
Customer interaction analytics8.4198 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Genesys Cloud CX
-
Ratings
monday.com
8.2
1294 Ratings
7% above category average
Task Management00 Ratings9.31288 Ratings
Resource Management00 Ratings8.31113 Ratings
Gantt Charts00 Ratings8.2738 Ratings
Scheduling00 Ratings8.51090 Ratings
Workflow Automation00 Ratings8.31103 Ratings
Team Collaboration00 Ratings9.01267 Ratings
Support for Agile Methodology00 Ratings8.3679 Ratings
Support for Waterfall Methodology00 Ratings7.01 Ratings
Document Management00 Ratings7.31029 Ratings
Email integration00 Ratings7.9913 Ratings
Mobile Access00 Ratings8.01021 Ratings
Timesheet Tracking00 Ratings8.6609 Ratings
Change request and Case Management00 Ratings8.7654 Ratings
Budget and Expense Management00 Ratings7.7564 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Genesys Cloud CX
-
Ratings
monday.com
7.7
566 Ratings
2% above category average
Quotes/estimates00 Ratings7.4375 Ratings
Project & financial reporting00 Ratings8.2482 Ratings
Integration with accounting software00 Ratings7.4250 Ratings
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Genesys Cloud CXmonday.com
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Score 9.9 out of 10
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CloudTalk
CloudTalk
Score 9.3 out of 10
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Score 9.0 out of 10
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Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
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Score 9.0 out of 10
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User Ratings
Genesys Cloud CXmonday.com
Likelihood to Recommend
8.9
(319 ratings)
8.8
(1296 ratings)
Likelihood to Renew
7.7
(30 ratings)
8.9
(16 ratings)
Usability
9.4
(64 ratings)
8.8
(1229 ratings)
Availability
8.6
(7 ratings)
8.5
(6 ratings)
Performance
7.7
(7 ratings)
8.4
(6 ratings)
Support Rating
8.6
(123 ratings)
8.3
(1171 ratings)
In-Person Training
7.9
(4 ratings)
-
(0 ratings)
Online Training
8.0
(8 ratings)
8.9
(3 ratings)
Implementation Rating
7.8
(23 ratings)
8.2
(7 ratings)
Configurability
8.0
(9 ratings)
9.0
(4 ratings)
Contract Terms and Pricing Model
7.6
(13 ratings)
-
(0 ratings)
Ease of integration
7.6
(11 ratings)
6.3
(4 ratings)
Product Scalability
8.6
(6 ratings)
7.9
(6 ratings)
Professional Services
7.6
(10 ratings)
-
(0 ratings)
Vendor post-sale
8.8
(13 ratings)
7.0
(5 ratings)
Vendor pre-sale
8.8
(13 ratings)
7.0
(5 ratings)
User Testimonials
Genesys Cloud CXmonday.com
Likelihood to Recommend
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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monday.com
It is dynamic and we are able to get support and feedback quickly from the company, which I haven't experienced with other companies. Also, the training support through videos, webinars and articles is unmatched. I enjoy using it and have gotten our 100+ dept licenses to support!
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Pros
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.
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monday.com
  • Automate tasks with automations
  • Get emails as a task
  • Great easy dashboards to monitor your projects
  • Great Support team
  • Easy to import your projects and tasks from spreadsheets
  • Has all the dashboards and views you need to manage projects
  • Can be used for all sectors, marketing, consulting, government
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Cons
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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monday.com
  • Exporting of Gantt charts for PowerPoint Presentations
  • Easier integration needed with Microsoft Azure ADO
  • Date Completion versus Due Date versus Completion Status - The completion status was often wrong, even though the project was completed by the due date. Seems to have corrected itself over time. So maybe there was an issue (bug) that was fixed.
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Likelihood to Renew
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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monday.com
We rely on monday.com to track clients. There is currently not another software out there that we would prefer to use for client management, so I do not see a reason why we wouldn't renew our subscription with monday.com.
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Usability
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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monday.com
As someone who has been using monday.com for a while, I would rate its overall usability as a 9 out of 10. The platform is well-designed with an intuitive interface, making it easy to navigate and use. The drag-and-drop functionality and customizable templates make it easy to create and modify boards according to our needs.The automation features are particularly impressive, allowing us to streamline our workflow and reduce manual effort. Setting up automations is straightforward, and they work seamlessly to keep us updated on task progress and deadlines.
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Reliability and Availability
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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monday.com
There have only been 2 instances in the past year where monday.com was down.
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Performance
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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monday.com
Everything performs fairly well. Every now and then there are user errors where an employee will not click "ok" on a note they've created and simply exit out (I do wish that something was in place to prevent this, such as a pop "are you finished?")
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Support Rating
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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monday.com
We have constantly contacted moday.com with requests or problems and they have been eager to help us every single time. In fact, the last time we reached out to them was about 6 months ago and haven't needed their help again. That's how easy it is to use and learn.
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In-Person Training
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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monday.com
No answers on this topic
Online Training
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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monday.com
To have someone walk you thru the features and capabilities of Monday.com is priceless. Someone also coming along later in the contract to see if you are maximizing the program to suit your company needs is beyond helpful. The staff that have provided this training are fun, creative and very patient.
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Implementation Rating
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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monday.com
We signed up for the accounts. Created the accounts. Ran the trial version and tested it live while we were running multiple projects and found that it was fitting our needs perfectly. When the trial ended and we were asked to purchase the full version, we did. We have found other ways to use it and it's a breeze.
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Alternatives Considered
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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monday.com
We used an excel spreadsheet to track our month end close process previously which created a lot of issues around only one person being able to be in the checklist at any given time. Additionally, we were unable to have excel notify us when a task we need to have completed was done, but Monday.com has completely changed that for us!
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Contract Terms and Pricing Model
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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monday.com
No answers on this topic
Scalability
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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monday.com
For it to work across multiple departments and sites, I would like to see improvements made with integrations and automation. For this question, I am acknowledging not only the addition of internal triggers/automation, but also an expansion on external ones.
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Professional Services
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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monday.com
No answers on this topic
Return on Investment
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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monday.com
  • Our monthly investment in Monday.com is easily made up for in time savings from out team.
  • Managing projects across multiple departments is done so well in Monday with the help of the "my work" tab.
  • Having routines and task boards for team members means the business runs on automation. Everyone knows what they need to do, when and how.
  • Weekly meetings are hosted in Monday so our teams know what is happening across the business, what the effect will be on their team, how they can prepare and tasks are assigned accordingly.
  • We use EOS for our business structure. Monday.com makes it so easy to implement!
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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

monday.com Screenshots

Screenshot of Work OSScreenshot of Ready-Made TemplatesScreenshot of MobileScreenshot of Visual BoardsScreenshot of Real-time NotificationsScreenshot of Automations