Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Podium
Score 5.3 out of 10
N/A
Podium, formerly Repdrive, is a ratings and review management platform from the company of the same name in Provo, Utah.
$249
per month
Pricing
Genesys Cloud CXPodium
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
Podium Essentials
$249
per month 3 users
Podium Standard
$409
per month Unlimited users
Podium Professional
$599
per month Unlimited users
Offerings
Pricing Offerings
Genesys Cloud CXPodium
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.
More Pricing Information
Community Pulse
Genesys Cloud CXPodium
Features
Genesys Cloud CXPodium
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.4
434 Ratings
1% above category average
Podium
-
Ratings
Agent dashboard8.5416 Ratings00 Ratings
Validate callers8.4367 Ratings00 Ratings
Outbound response8.7331 Ratings00 Ratings
Call forwarding8.4354 Ratings00 Ratings
Click-to-call (CTC)8.4287 Ratings00 Ratings
Warm transfer8.7402 Ratings00 Ratings
Predictive dialing8.3242 Ratings00 Ratings
Interactive voice response8.3347 Ratings00 Ratings
REST APIs8.0293 Ratings00 Ratings
Call scripts7.6323 Ratings00 Ratings
Call tracking8.6391 Ratings00 Ratings
Multichannel integration8.8318 Ratings00 Ratings
CRM software integration8.7307 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
8.6
412 Ratings
4% above category average
Podium
-
Ratings
Inbound call routing8.3385 Ratings00 Ratings
Omnichannel inbound routing8.7299 Ratings00 Ratings
Recording9.2391 Ratings00 Ratings
Quality management8.7361 Ratings00 Ratings
Call analytics8.9370 Ratings00 Ratings
Historical reporting8.5385 Ratings00 Ratings
Live reporting8.6381 Ratings00 Ratings
Customer surveys7.8238 Ratings00 Ratings
Customer interaction analytics8.7283 Ratings00 Ratings
Best Alternatives
Genesys Cloud CXPodium
Small Businesses
CloudTalk
CloudTalk
Score 7.6 out of 10
Yext
Yext
Score 8.9 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 7.6 out of 10
Yext
Yext
Score 8.9 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 8.8 out of 10
Yext
Yext
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Cloud CXPodium
Likelihood to Recommend
8.9
(456 ratings)
1.0
(43 ratings)
Likelihood to Renew
8.7
(40 ratings)
10.0
(3 ratings)
Usability
8.7
(71 ratings)
1.0
(5 ratings)
Availability
8.6
(8 ratings)
10.0
(1 ratings)
Performance
8.6
(8 ratings)
10.0
(1 ratings)
Support Rating
7.1
(103 ratings)
1.4
(12 ratings)
In-Person Training
8.5
(6 ratings)
-
(0 ratings)
Online Training
8.0
(13 ratings)
-
(0 ratings)
Implementation Rating
7.8
(22 ratings)
10.0
(2 ratings)
Configurability
8.5
(7 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
6.6
(16 ratings)
-
(0 ratings)
Ease of integration
8.4
(9 ratings)
-
(0 ratings)
Product Scalability
8.7
(9 ratings)
10.0
(1 ratings)
Professional Services
6.0
(13 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(10 ratings)
-
(0 ratings)
Vendor pre-sale
7.9
(10 ratings)
-
(0 ratings)
User Testimonials
Genesys Cloud CXPodium
Likelihood to Recommend
Genesys
Great for large centers with multiple sites, particularly if you are leveraging Genesys Cloud Voice and let them "be the carrier". Handles queues and campaigns well. Powerful when fully optimised but can be built over time. If you want to be able to build a third-party application to suit your business requirements, Genesys has a lot of API endpoints to allow this. Less suited to smaller orgs or orgs that only need simple flows - as the per agent cost can be expensive, and some features require additional licenses (and expense) on top.
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Podium
Podium is well suited if your business needs are mindless Google Business reviews, and not much else. It's NOT appropriate for clients in the real estate industry. It's NOT appropriate for anyone needing a reliable VoIP solution. It should NOT be marketed as a VoIP product, b/c I found it fails MISERABLY in this regard.
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Pros
Genesys
  • Handle inbound customer call.
  • Make outbound campaign call.
  • It can handle inbound/outbound web messaging.
  • It has a support for both inbound/outbound email.
  • They have call recording & post conversation analysis in the interaction section.
  • It has its own app foundry where you can integrate your custom solution & make it a premium app installer.
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Podium
  • Maintains conversations indefinitely, so we are able to go back to confirm details from conversations.
  • Provides the ability for our company to have a 'team' messaging platform where we can communicate with one another via single person to a single person, groups where we can add/subtract members of the group... this is invaluable to our organization.
  • Until today(!), we could 'share' or forward a message to one another; oddly, that feature disappeared just today, so I'm hoping it's a glitch!
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Cons
Genesys
  • Updates can come quickly and release notes can be missed
  • We use a large number of queues. It's hard to keep track as reporting seems to be limited to around 500 at a time
  • Dashboards aren't as adaptable as they could be
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Podium
  • Account manager communications: I had been asking my Podium account manager for integration with our CRM tool for over 8 months before my account manager fell silent. After another 6 months, I proactively reached out only to find out that the integration had been in Beta for months and 8 other companies had already integrated. It was frustrating that my account manager did not remember a key request and make the Beta available to me the minute that it was open.
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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
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Podium
Again, Podium has been so wonderful in the year and a half we have been using it, we are able to integrate it with our CRM and use alot of the available features. The most helpful has been getting TONS of reviews on MULTIPLE sites through Podium!
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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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Podium
While giving our clients the ability to leave a review was there, we had much worse results and got fewer reviews through the Podium portal than we did by sending our clients simple email requests, or simply having our service staff ask for a review while still on the clients' job sites.
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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.
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Podium
We haven't had any outages or issues whenever we need it over the last few years of use
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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.
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Podium
It moves quickly and has no issues with delays. Performance is good as it is a web-based tool
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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
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Podium
I have to send an email to get information. They have a chat system but I end up having to go through my rep for account questions. It was a little frustrating to not have a direct phone number to call with questions. I would like to see a helpline added.
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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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Podium
No answers on this topic
Online Training
Genesys
In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.
Read full review
Podium
No answers on this topic
Implementation Rating
Genesys
My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.
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Podium
We only had a hard time getting our technicians to remember to send the review invites.
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Alternatives Considered
Genesys
We previously utilized Genesys Engage. The analytics and reporting in Genesys Engage cannot even compare to what we are seeing in Genesys Cloud CX. Genesys Cloud CX provides a very "hands on" experience for supervisors as well as analytics teams. Call recordings and analytics in Genesys Cloud CX provided a full view of the conversation and allow for a better understanding of the customer journey.
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Podium
To be completely candid, I have not used another review software other than Podium. I've worked here for just over 2 years, and our company had just started using Podium. Podium has been useful and successful for our team; therefore, there has not been any reason for me to search for a new company. We are happy with Podium
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.
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Podium
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.
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Podium
Its easy to scale to different departments as needed. We initially began using it to solve one problem and as new features became available it was easy to scale this and include other departments who could benefit from its tools
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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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Podium
No answers on this topic
Return on Investment
Genesys
  • Savings in OpEX - Genesys Cloud CX has streamlined processes, automation & optimal WFM. hence, increases overall efficiency.
  • Engagement - Both, Agent & Customer engagement has improved productivity as Genesys Cloud CX features are all utilized to decrease their efforts.
  • Overall Revenue growth - We have improved customer interactions & completed SLAs & positive reviews & feedbacks.
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Podium
  • Use of Podium has increased the star rating on various review sites for all of our dealerships using the product.
  • Use of Podium has increased the volume of new monthly positive reviews on various review sites for all of our dealerships.
  • While we can't measure the impact that positive reviews have on car shoppers, we know that it influences them and we believe that it is a factor for some people in making the decision to visit the dealership. Some customers have come in and said they read our reviews and wanted to give us a shot. Others have even asked for a specific salesperson who's name has come up in positive reviews, without having ever met or spoken with that salesperson.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance