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
Salesloft
Score 8.1 out of 10
N/A
Salesloft’s Revenue Orchestration Platform uses AI to help market-facing teams prioritize and take action on what matters most, from first touch to upsell and renewal.
SalesLoft makes it easier to dial it, log it, and later customize the logged tasks. It does not disrupt the other task while you are on a call, unlike Genesys. Call quality generally very good and rarely face any major issue company-wide. Alerting when an email is opened or …
Starting a contact center to handle large volume of customers per day - For promoting the business for outbound campaigns - With the Genesys architect you can design complex post Agent esclation flows - You can use Genesys to forward a call to any external IVR(Automation) bot - There is integration of Genesys adapter with Salesforce, in case some enterprise want to utilize the same Genesys license for Salesforce, they can do it.
It was a game changer bringing in Salesloft. We use Microsoft Dynamics as our CRM and many of my reps had found it difficult to use the reporting as well as make sure they were surfacing their best leads at the right time. Once we implemented Salesloft we saw a 200% increase in productivity and were able to make some corrections around messaging and the type of outreach we were focused on.
Schedules outbound activities (e.g. calls, emails) and provides a daily worklist for each BDR/SDR. Flexible approach to prioritization based on organization strategy and/or customer engagement. Allows the BDR to focus on their value add - engaging directly with the prospect - and minimizes administrative overhead.
Provides a one-click "Book a meeting with me" link that simplifies the meeting scheduling experience for prospects. No more emailing back and forth to find a date and time that works.
Includes call recording and a live "call studio" where a manager can listen to active calls and "whisper" to the BDR if needed. This provides great post-call or in-call support for coaching new BDR/SDRs.
Delivers a decent set of reporting that allows visibility into individual BDR productivity as well as tracking macro trends such as call volume, pick-ups and meeting scheduled. This allows for problem detection and tuning to maximize productivity.
Support and customer success teams are incredibly responsive and extremely helpful.
The inbound dialer. I don't particularly like having to open a second window just for inbound calls. Especially if I forget to close it during a meeting and get interrupted.
The texting interface. I can have emails templated, to fill fields pulled from the lead profile, like name, company, positions, etc. I would like the same functionality for texting, especially since I send as many texts as I do emails. Even being able to save snippets or templates would be nice.
On the note of texting, having a dedicated tab in the People view for text messages would do a lot to let me catch up on other people's conversations with the lead, instead of having to find them on the main Activity tab.
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
SalesLoft is absolutely VITAL to our daily operations. We could not function without it or a program like it. Speaking as a Sales Person who has had to operate without a product like this, the difference is night and day. The ability to stay organized, automate tasks, easily log activities and notes, review calls, and coach team members is an absolute gamechanger.
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.
SalesLoft is a fantastic product that will be extremely helpful to any Sales Rep looking to organize their information and stay one step ahead. While it has its shares of quirks and bugs it proves to be an awesome tool for anyone that is in the sales industry.
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.
The availability is pretty good, we do sometimes have errors or delays in syncing activities but nothing that has been too detrimental to our workflow. Most recently we had an issue with Lofting through Outlook due to a change in security token that took a few weeks to resolve but it is fixed now.
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.
Yes timely and easy to use. The only delays we have are when we run our big month sales blitz and activities take some time to sync to the reporting as well as SalesForce
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
timely and knowledgeable responses. I also feel like the team goes above and beyond by offering to schedule meetings where we can screenshare and walk through questions or issues together.
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.
We had some virtual training with our CSM which was very well constructed. It took some time to get into the full swing of things but with a few weeks of hands on experience I was feeling confidant. The SL team was always available to answer questions or jump an a call to walk us through stuff. I also used the Customer Help Center for a few self guided learnings on how to use specific features related to reporting and team management.
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.
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.
Salesloft blows outreach out of the water in all aspects. One of the biggest issues I had was their unwillingness to listen to customer feedback. I had requested several small changes to be made when I had previously used the platform that unfortunately fell onto deff ears. I am much happier using Salesloft and the positive results I've experienced are a direct result of that.
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.
