Genesys Cloud CX vs. Onehub

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Cloud CX
Score 8.5 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
Onehub
Score 8.0 out of 10
N/A
Onehub is a secure file storage and sharing service built for businesses of any size. Users can maintain existing folder and file structure with secure online document sharing and collaboration, and remain hyper-organized while able to access files from anywhere. Bank-level encryption as well as its granular, role-based permission structure means users can control who has access to content and share critical business files with confidence. Onehub’s security features include role…
$29.95
3 paid users included per month
Pricing
Genesys Cloud CXOnehub
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
Team
$29.95
3 paid users included per month
Business
$99.95
5 paid users included per month
Enterprise
Call for details
Offerings
Pricing Offerings
Genesys Cloud CXOnehub
Free Trial
YesYes
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.Team Plan - $10 per additional user Business Plan - $15 per additional user
More Pricing Information
Features
Genesys Cloud CXOnehub
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.2
408 Ratings
1% below category average
Onehub
-
Ratings
Agent dashboard7.9390 Ratings00 Ratings
Validate callers8.0342 Ratings00 Ratings
Outbound response7.8305 Ratings00 Ratings
Call forwarding8.2330 Ratings00 Ratings
Click-to-call (CTC)8.4267 Ratings00 Ratings
Warm transfer8.6377 Ratings00 Ratings
Predictive dialing7.9224 Ratings00 Ratings
Interactive voice response8.4323 Ratings00 Ratings
REST APIs8.1271 Ratings00 Ratings
Call scripts8.2301 Ratings00 Ratings
Call tracking8.4367 Ratings00 Ratings
Multichannel integration8.3297 Ratings00 Ratings
CRM software integration7.8288 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
7.9
387 Ratings
4% below category average
Onehub
-
Ratings
Inbound call routing8.4362 Ratings00 Ratings
Omnichannel inbound routing8.2279 Ratings00 Ratings
Recording8.5367 Ratings00 Ratings
Quality management8.1337 Ratings00 Ratings
Call analytics8.0347 Ratings00 Ratings
Historical reporting7.6361 Ratings00 Ratings
Live reporting7.9356 Ratings00 Ratings
Customer surveys6.7217 Ratings00 Ratings
Customer interaction analytics7.8261 Ratings00 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Genesys Cloud CX
-
Ratings
Onehub
7.7
3 Ratings
9% below category average
Versioning00 Ratings7.03 Ratings
Document collaboration00 Ratings8.03 Ratings
Access control00 Ratings8.03 Ratings
File search00 Ratings7.82 Ratings
Cloud Storage Security & Administration
Comparison of Cloud Storage Security & Administration features of Product A and Product B
Genesys Cloud CX
-
Ratings
Onehub
8.5
3 Ratings
2% below category average
User and role management00 Ratings8.03 Ratings
File organization00 Ratings9.03 Ratings
Cloud Storage Platform
Comparison of Cloud Storage Platform features of Product A and Product B
Genesys Cloud CX
-
Ratings
Onehub
9.3
2 Ratings
9% above category average
Performance00 Ratings8.52 Ratings
Reliability00 Ratings10.02 Ratings
Best Alternatives
Genesys Cloud CXOnehub
Small Businesses
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
SugarSync
SugarSync
Score 10.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Druva Security Cloud
Druva Security Cloud
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.1 out of 10
Druva Security Cloud
Druva Security Cloud
Score 9.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Cloud CXOnehub
Likelihood to Recommend
8.6
(432 ratings)
8.0
(3 ratings)
Likelihood to Renew
7.3
(37 ratings)
10.0
(1 ratings)
Usability
9.0
(69 ratings)
-
(0 ratings)
Availability
8.2
(6 ratings)
-
(0 ratings)
Performance
8.1
(6 ratings)
-
(0 ratings)
Support Rating
7.0
(100 ratings)
-
(0 ratings)
In-Person Training
8.4
(5 ratings)
-
(0 ratings)
Online Training
7.9
(11 ratings)
-
(0 ratings)
Implementation Rating
7.9
(20 ratings)
-
(0 ratings)
Configurability
8.8
(6 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.2
(15 ratings)
-
(0 ratings)
Ease of integration
6.6
(8 ratings)
-
(0 ratings)
Product Scalability
8.9
(7 ratings)
-
(0 ratings)
Professional Services
7.7
(12 ratings)
-
(0 ratings)
Vendor post-sale
7.4
(9 ratings)
-
(0 ratings)
Vendor pre-sale
7.8
(9 ratings)
-
(0 ratings)
User Testimonials
Genesys Cloud CXOnehub
Likelihood to Recommend
Genesys
Genesys is well suited to monitoring and reporting on an overall level; however, it may become more challenging when trying to micro-manage, such as viewing a live chat, SMS, or email. Queue activation is easy for auto-routing interactions; however, manually assigning interactions is a bit more challenging compared to other applications.
Read full review
Onehub
Onehub data rooms can be used to privately share sensitive financial data with multiple parties or just one. Onehub is easy to use and secure which puts our clients at ease when uploading and transferring financial data.
Read full review
Pros
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
Onehub
  • Able to customize the pages where you keep files and documents, helping to keep organized.
  • Uploading files is an easy process.
  • Has reliable security for keeping documents safe. Uses a 2-factor authentication process.
Read full review
Cons
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.
Read full review
Onehub
  • Design
  • Sharing Portal
Read full review
Likelihood to Renew
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
Read full review
Onehub
Our clients and staff enjoy the security level when sending sensitive financial data back and forth.
Read full review
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.
Read full review
Onehub
No answers on this topic
Reliability and Availability
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.
Read full review
Onehub
No answers on this topic
Performance
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.
Read full review
Onehub
No answers on this topic
Support Rating
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
Read full review
Onehub
No answers on this topic
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
Read full review
Onehub
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.
Read full review
Onehub
No answers on this topic
Implementation Rating
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
Read full review
Onehub
No answers on this topic
Alternatives Considered
Genesys
So we came from Avaya where we were using their Oceania PR platform, which was similar to this but nowhere near as good. It was actually very poorly run when we started looking at moving away. We had to narrow down between Genesys and NICE. So I like both platforms but Genesys, as an overall platform, just made more sense for us.
Read full review
Onehub
Onehub has the better security, but Evernote is more user friendly and more compatible with other programs the department uses. Onehub is good for sending documents to externals/clients and then having the document reviewed, but like the flow of other programs better. Onehub is more user friendly than OneNote and has the ability to collaborate with members outside of the department. OneNote is used more for internal collaboration where security is not as big of an issue, Onehub is better for shared outside of the department.
Read full review
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.
Read full review
Onehub
No answers on this topic
Scalability
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.
Read full review
Onehub
No answers on this topic
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.
Read full review
Onehub
No answers on this topic
Return on Investment
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.
Read full review
Onehub
  • Assuring clients of record keeping
  • Client interest
Read full review
ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Onehub Screenshots

Screenshot of Onehub Workspace homeScreenshot of Data Room ActivityScreenshot of Custom Branded WorkspaceScreenshot of Mobile AccessScreenshot of User Permission Controls