Genesys Cloud CX vs. SpiceCSM

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
SpiceCSM
Score 7.0 out of 10
N/A
SpiceCSM is a call center optimization suite from the New York company of the same name, featuring a Unified Desktop, a Data and Application Connector, analytics and process automation, and more.N/A
Pricing
Genesys Cloud CXSpiceCSM
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
No answers on this topic
Offerings
Pricing Offerings
Genesys Cloud CXSpiceCSM
Free Trial
YesNo
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
Features
Genesys Cloud CXSpiceCSM
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.1
382 Ratings
3% below category average
SpiceCSM
-
Ratings
Agent dashboard7.9365 Ratings00 Ratings
Validate callers7.9318 Ratings00 Ratings
Outbound response7.6283 Ratings00 Ratings
Call forwarding8.3307 Ratings00 Ratings
Click-to-call (CTC)8.4245 Ratings00 Ratings
Warm transfer8.5352 Ratings00 Ratings
Predictive dialing7.8208 Ratings00 Ratings
Interactive voice response8.3299 Ratings00 Ratings
REST APIs8.3251 Ratings00 Ratings
Call scripts8.4280 Ratings00 Ratings
Call tracking8.4343 Ratings00 Ratings
Multichannel integration8.3275 Ratings00 Ratings
CRM software integration7.8265 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
7.8
364 Ratings
6% below category average
SpiceCSM
-
Ratings
Inbound call routing8.5339 Ratings00 Ratings
Omnichannel inbound routing8.0257 Ratings00 Ratings
Recording8.4344 Ratings00 Ratings
Quality management7.9314 Ratings00 Ratings
Call analytics7.9325 Ratings00 Ratings
Historical reporting7.6338 Ratings00 Ratings
Live reporting7.8333 Ratings00 Ratings
Customer surveys6.7198 Ratings00 Ratings
Customer interaction analytics7.6240 Ratings00 Ratings
Best Alternatives
Genesys Cloud CXSpiceCSM
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Eleveo
Eleveo
Score 9.1 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Cloud CXSpiceCSM
Likelihood to Recommend
8.6
(406 ratings)
7.0
(2 ratings)
Likelihood to Renew
7.2
(37 ratings)
-
(0 ratings)
Usability
9.1
(68 ratings)
9.0
(1 ratings)
Availability
8.4
(6 ratings)
-
(0 ratings)
Performance
8.0
(6 ratings)
-
(0 ratings)
Support Rating
7.1
(97 ratings)
9.0
(1 ratings)
In-Person Training
7.7
(4 ratings)
-
(0 ratings)
Online Training
7.6
(10 ratings)
-
(0 ratings)
Implementation Rating
8.2
(18 ratings)
-
(0 ratings)
Configurability
8.2
(5 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.6
(13 ratings)
-
(0 ratings)
Ease of integration
5.3
(7 ratings)
-
(0 ratings)
Product Scalability
8.4
(6 ratings)
-
(0 ratings)
Professional Services
7.6
(10 ratings)
-
(0 ratings)
Vendor post-sale
8.4
(7 ratings)
-
(0 ratings)
Vendor pre-sale
8.4
(7 ratings)
-
(0 ratings)
User Testimonials
Genesys Cloud CXSpiceCSM
Likelihood to Recommend
Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
Read full review
SpiceCSM
SpiceCSM does an excellent job at allowing agents to view customer information, access customer contact documentation history, and create cases to send to other departments or to have the account managed beyond an agent's capabilities. It is a great tool for tracking individual account activity such as returns, contact history, contact disposition history, and general account information. The analytics of SpiceCSM could be improved. The reports are not easily customizable, which leaves users frequently having to manually process data in Microsoft Excel.
Read full review
Pros
Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
Read full review
SpiceCSM
  • Personalization
  • Segment Skills/Campaigns
  • Support for issues
Read full review
Cons
Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
Read full review
SpiceCSM
  • Reporting - Not very customizable
  • Managing Contact Dispositions (topics)
  • Analytics user interface
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
SpiceCSM
No answers on this topic
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
SpiceCSM
SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
Read full review
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.
Read full review
SpiceCSM
No answers on this topic
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.
Read full review
SpiceCSM
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
SpiceCSM
Someone is always available to assist or answer questions.
Read full review
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
SpiceCSM
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
SpiceCSM
No answers on this topic
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.
Read full review
SpiceCSM
No answers on this topic
Alternatives Considered
Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
Read full review
SpiceCSM
Salesforce and Zendesk. I like SpiceCSM better.
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
SpiceCSM
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.
Read full review
SpiceCSM
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
SpiceCSM
No answers on this topic
Return on Investment
Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
Read full review
SpiceCSM
  • Ability to analyze customer contact topic trends.
  • Ability to sort callers and filter them to certain phone lines based on customer account information.
  • Large data was lost after 90 days (contact level/call notes and details), so we have to save and backup the data ourselves. This takes up a bit of storage space.
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