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
Verint Workforce Management
Score 8.2 out of 10
N/A
Verint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations. The solution scales to accommodate a varying number of employees, channels, locations, time zones, schedule types, and request automation to meet the needs of mid-sized to global enterprise organizations. Verint removes the…
N/A
Pricing
Genesys Cloud CX
Verint Workforce Management
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
WFM Enterprise
-
per month per user
WFM Enterprise
-
per month Per volume
WFM Enterprise
-
per month per user
WFM Enterprise
-
per month Per volume
Offerings
Pricing Offerings
Genesys Cloud CX
Verint Workforce Management
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Pricing plans can also be billed hourly.
Verint offers a named user pricing model with SaaS and on-premise delivery methods.
Some aspects are easier to reach in Genesys Cloud CX, whereas other solutions require you to log into multiple links. However, I do miss the opportunity to drill down on reporting that is available in other solutions, such as Verint. More options to customise, particularly …
Verified User
Engineer
Chose Genesys Cloud CX
Genesys Cloud had more history in this market space and the Cloud product suited our deployment targets, specifically the hybrid approach to on-prem edge servers and cloud platform. This allows us to keep the routing of our SIP traffic entirely within our network but allow the …
With telephony, I believe that Genesys Cloud CX is ahead of its class and can provide a streamlined approach to call routing and efficiency. I believe that the platform is more than capable in handling telephony services for operations. The reporting and line of sight to real time reporting is also impressive. Having that type of availability to supervisors can be game changing. However, the email and workitems use cases are very far behind. If your business relies on email then it will need to come up with out of the box solutions for everyday use.
Verint is extremely well-suited for all sizes of contact centers. We easily transitioned from manual scheduling with spreadsheets to real-time automation. Define and build items that can be easily dropped into agents' schedules, which is a huge win for our contact center. Build once and use as long as needed—it really helps us automate items and work smarter!
Verint WFM does adherence very well. We were able to customize with our internal company goals which improved our productivity,
Strategic planner (forecasting). Although there are challenges at times given my company's unique set up, strategic planner has allowed us to paint a more accurate picture of the future.
Verint also processes PTO requests very smoothly and in a way that makes sense.
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.
It is very technical. It is not something that you can just jump into. It took me a while to train my other contact center managers on how to use it and I just actually recently got an employee who was helping me manage the workforce management variance system and it just takes a lot of time and patience in order to learn the full gamut of how shifts go together. And this goes into this and you have to do one piece right or nothing else works in the end and the activities. It is just a lot when you come from not doing anything close to that.
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
Whilst Verint Workforce Management is doing much of the work we were hoping it would do, there are some limitations that cause hesitancy when deciding if it is the tool for the future. No further exploration has taken place to seek alternatives to date. It is good for the Contact element of our business but not for the rest of the business, meaning we have to use two planning tools currently.
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.
For a smaller sized contact center who was previously using excel spreadsheets I feel we have had as of a transition into the program as one could expect. Not only did we go live with a cloud based WFM tool but we also launched a new CRM and telephony system on the same day so it was a lot for our contact center to take in but it has been done with ease
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
Verint Support is exceptional. I've never had an issue where the Verint Support analyst was lacking knowledge, didn't take the issue seriously, or not tried working with us to fix our quirky setups. Realizing that each business is different, has different needs, and there isn't a cookie-cutter solution for everyone ... Verint Support always continues to shine for us and help us out when needed.
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
Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.
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.
Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.
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
The team helping us did a great job training our WFM leaders on how to use the tool from forecasting, to schedule updates to maintenance. They allowed us to be involved in implementation but also did a lot of the initial heavy lifting allowing us to stay focussed on the tasks at hand. It was a great experience and one I would hope occurs again should we ever need to implement a new tool again.
Genesys meets the necessary requirements for our organization. The platforms named above partially met the requirements but not in their entirety. The training provided by Genesys through live or self-study courses or the knowledge base in the resource center is far superior to its competitors.
We went through some vending consultants back in April, along with others was kind of selected, but we came from Aspect, it was more of an on-prem solution. So we were looking to update to the cloud to get more just to work well with others and other vendors that we can use to get our data.
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.
Staffing optimization - With the Verint tool, we have been able to optimize our workforce, reduce our staff and centralize our processes.
Employee Engagement - Our employees always know where their performance stands so they can take ownership in their performance.
We have implemented WFM in several areas of the company and have been able to improve those departments which have never had a tool to help in back office operations.
