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
Planview ProjectPlace
Score 8.3 out of 10
N/A
Projectplace is a collaborative work management solution. The vendor says the product is built with teams of all sizes and complexity in mind, from virtual teams of five to entire global enterprises with tens of thousands of active users. It is also designed to incorporate waterfall and agile workflows.
Genesys Cloud CX is very well suited for companies that want to implement AI and Autimation with very strict safety guardrails. There are so many AI tools available, and we have tried many; however, Genesys Cloud CX is one of the rare ones that puts safety and compliance first. In addition, reporting and open APIs, and flow architecture help any business customize for their own needs.
Planview ProjectPlace is a vibrant platform that manages all activities and schedules different roles based on their urgency, importance, and requests. Further, Planview ProjectPlace outlines the need for proper documentation with the aim of accurate referencing. Tasks are credibly shared, and proper reporting is enhanced to transform firms' work environment. ; Lastly, Planview ProjectPlace brings sustainable email integration for enterprises.
Under the time tracking, it would be nice to have a set template that would load each week and not have to click a button to load the previous week's template.
Somehow making it more intuitive.
Having to add in each service line and each detail that I cover for every service line each week is a bit ridiculous.
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
We're committed now & have >50 users on Projectplace. All our projects are now tracked in the tool. We this investment of time & training, the cost of maintaining Projectplace is relatively low for the benefit. So we will renew, even if there are some idiosyncrasies in the tool & there are opportunities for improvement.
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.
Easy to use platform and provides the user with an amazing experience and straightforward tools that empower and help execute tasks with fast performances that allow quick and easy service delivery. Easy on implementation and get started immediately with enterprise-ready Planview Projectplace and start to connect with teams and departments at once.
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 haven't needed to get in touch with support because the product is quite well structured and understandable. There were no issues initially when making payments or later for monthly payments. The project manager using the software is quite skilled in the software and has not needed much help. New licenses are easy to acquire, and there is no delay in getting them. I know there are several ways of support available, so that's a plus.
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
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.
The first engineer that we had work with our team was not able to grasp our needs. However, Genesys Cloud CX quickly replaced that person with an overqualified engineer who joined our implementation team because he wanted to support our work.
Genesys Cloud CX offers the most mature all‑in‑one, cloud‑native microservices platform with strong AI, orchestration, and omni‑channel depth. Webex Contact Center is improving rapidly but remains relatively new, with strengths in Cisco ecosystem integration and enterprise UC alignment. Five9 provides a reliable, scalable CCaaS with strong global redundancy and mature telephony, excelling in high‑volume voice‑centric operations. Overall, Genesys leads in advanced CX/AI, Webex in UC integration, and Five9 in voice resilience.
[In my experience] Jira is more refined, better looking, and easier to become familiar with. Also, the massive market share of Jira helps in consultancy as you can switch between clients easily. Projectplace has many powerful tools but so does Jira, and Jira integrates with our suite of software much easier compared to Projectplace.
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.
For a product-based company like ours, we have existing Genesys customers who can use our product, as we have already integrated our product & solution into Genesys.
By viewing Genesys as a contact center, we generate numerous ideas about what features need to be implemented.
Genesys is the best choice for big, enterprise-level businesses as it can handle multiple calls simultaneously seamlessly.
[We have the] ability to support remote work through projects that scale across multiple groups
We have large-scale quarterly projects, so the ability to save and duplicate project templates are helpful for us to keep track of tasks down to the specific card
