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
Wrike
Score 8.4 out of 10
Mid-Size Companies (51-1,000 employees)
Wrike is a project management and collaboration software. This solution connects tasks, discussions, and emails to the user’s project plan. Wrike is optimized for agile workflows and aims to help resolve data silos, poor visibility into work status, and missed deadlines and project failures.
$9.80
per month per user
Pricing
Genesys Cloud CX
Wrike
Editions & Modules
Genesys Cloud CX 1
$75.00
Per User Per Month
Genesys Cloud CX 2
$110.00
Per User Per Month
Genesys Cloud CX 3
$140.00
Per User Per Month
Genesys Choice
Contact sales team
Contact sales team
Wrike Free
$0
per month per user
Wrike Team
$9.8
per month per user
Wrike Business
$24.8
per month per user
Wrike Enterprise
Request a quote
per month per user
Pinnacle
Request a quote
per month per user
Offerings
Pricing Offerings
Genesys Cloud CX
Wrike
Free Trial
No
Yes
Free/Freemium Version
No
Yes
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.
Every premium plan begins with a 14-day trial period.
Overall, the platform is good and provides different channels and collaborative functionalities. The interface is modern and intuitive the users tend to like it. Regarding the technical part, it's overall good support and has great training, however, as with any tool, there's always room for improvement.
Two specific features that make Wrike a good fit for my department (which oversees our organization's print media) are blueprints and "add version." Blueprints save and recreate details like tasks, length for each task, assignee, etc. so they will automatically repopulate when creating a new project. We use blueprints for recurring projects like our monthly newsletter. All we need to do is enter the new end date and new title for the newsletter; Wrike automatically reschedules the individual tasks and notifies the assignees. With the "add version" feature, we can keep track of all the versions of a given document while clearly seeing which is the most recent. It helps keep our editing process orderly.
Users enter their art and communications requests through forms previously created by my department so that we can work on them in the order they are received.
I manage large projects in Wrike where I can receive real-time feedback on each individual project without losing track, as in an email.
At the end of the year, I love that I can find out how many tasks I completed, how many were closed, how many were canceled, etc. What I like the most is that it allows me to keep a real-time track of time for each project. This motivates me to be more organized with my work.
It also allows me to collaborate with other team members in separate spaces based on project types, where everyone can contribute.
I also assign tasks to the person who is assisting me as an intern.
Request forms could use a custom numbered prefix feature automatically keeping count and adding the next number in the line for each task created via a specific form.
A Mass "find and replace" feature for task titles would help when needing to rename existing tasks titles.
Ability to add in a request from to be completed inside another request from.
Blueprint feature where options can be specified inside a blueprint and when "create from" is selected, these options are available to select which determines the blueprint structure created.
Add an "effort" input into request forms, automatically adding the entered effort into the task's effort tab. Currently, you have to manually go and fill that in, which is not viable for a mass amount of tasks getting created daily.
Genesys Cloud CX is a solid product and deserves to be in the upper right quadrant in Gartner. They are true innovators in the customer experience space and based on the innovation taking place monthly, they will likely stay in this spot. The product gains new features every time you blink your eyes.
Wrike is a valued system which allows us to reduce the amount of manual work being done across the business. It has transformed the way we set and manage tasks and is now making us super efficient and productivity has increased. We have a contract in place but I can definitely see us renewing when that is up
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.
Wrike was pretty straightforward to use once you got logged in and got a crash course on how to use it. Once I was able to get my own dashboard set up for all my different tasks/tickets/projects, I was able to go to one place for all my incoming work. If I ever had any questions, my co-worker who implemented Wrike for us either already knew the answer or would find the answer for us. I had email notifications set up for any new tickets as well, but sometimes my dashboard would get updated before I got my email. Either way, I was able to keep track of what needed to get done and knew what was the most pressing ticket to get done
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.
Over two years of (almost) daily usage without outages. Don't remember any errors. I give it 9 only because some Wrike plugins (for online document edit) are based on NPAPI architecture. These types of plugins are being phased out in new browsers, and NPAPI plugins are disabled by default in recent versions of Chrome so you have to do some browser adjustments when you switch browsers or move to another computer.
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.
Wrike offers great performance as a project management tool. The platform is designed to be fast and responsive, allowing teams to work efficiently and complete their projects on time. The platform's user interface is intuitive and easy to use, enabling team members to navigate and manage their tasks with ease. Additionally, Wrike integrates with other tools such as Microsoft Teams and Salesforce, making it a versatile platform that can be customised to meet the unique needs of any team. Overall, Wrike's performance is excellent.
There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
Support is very quickly and they want to solve problems actively. When I need additional info I can use community forum, when I've an issue I can use support form to get help. The support is of excellent quality from the first level, to grow when you talk to the engineers it becomes even more important
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
We initially had online training. A trainer took us through various training sessions where we learned about all of the tools Wrike provides. This alone allowed us to learn and set up the software and roll it out to our team. Later, a customer service rep stopped in for some one on one training which was extremely helpful.
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.
I love the Wrike training options. Wrike Discover has tons of courses, learning plans, certifications, etc. This is an area where Wrike definitely shines! I wish these resources were more in your face for new people, because it seems like a lot of coworkers didn't know all of this training was available to them.
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.
There are a lot of bells and whistles in Wrike, and not all of it is easy or intuitive to understand once it's plopped in your lap. It's easier when there are a few choice people who understand Wrike as a platform and articulate it in such a way where it makes it easy to pass it along to others in the group
I worked in a much larger company when I used TotalView and it had been heavily customized for them (over 10 000 employees) so the comparison is a bit lopsided. I found TotalView quite intuitive but the features of Genesys Cloud CX certainly outweigh that one thing.
Wrike offers several advantages that make it stand out compared to its competitors. While the specific needs and preferences of each organization may vary, here are some reasons why Wrike is considered better by many users: Comprehensive Functionality: Wrike provides a wide range of project management and collaboration features, making it a comprehensive solution. From task management and team collaboration to document sharing and reporting, Wrike covers various aspects of project execution, allowing teams to manage their work efficiently within a single platform. Ease of Use: Wrike offers an intuitive and user-friendly interface that makes it easy for teams to adopt and navigate the platform. The clean design and straightforward organization of tasks and projects contribute to a positive user experience, reducing the learning curve and promoting user engagement. Advanced Collaboration Capabilities: Wrike excels in fostering collaboration and communication among team members. Its real-time document editing, task assignments, @mentions, and comment features facilitate seamless collaboration, ensuring that everyone stays informed and engaged throughout the project lifecycle. Flexible and Customizable Workflows: Wrike allows users to tailor workflows and project structures according to their specific needs. Its flexibility accommodates various project management methodologies, enabling teams to adapt and customize the platform to match their preferred way of working. Extensive Integrations: Wrike offers a wide range of integrations with popular tools and platforms, enhancing its compatibility and interoperability with existing workflows. Integration options with communication tools, file storage services, and other project management software allow for a seamless exchange of information and increased productivity. Scalability: Wrike is suitable for organizations of all sizes, from small teams to large enterprises. It can accommodate the needs of growing businesses and expand along with their requirements, making it a versatile choice for both startups and established companies. Customer Support and Resources: Wrike is known for its responsive customer support, providing assistance during the onboarding process, addressing queries promptly, and offering resources to help users make the most of the platform. The availability of educational materials, training sessions, and an active user community further contribute to the overall customer experience.
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.
Wrike offers a variety of pricing plans, including a free basic plan, professional, business, and enterprise plans, each with different levels of functionality and features. This means businesses of all sizes can choose a plan that fits their specific needs and budget. Wrike's pricing structure is transparent, with no hidden fees or surprises. The company offers clear and detailed pricing information on their website, making it easy for businesses to understand the costs associated with each plan.Wrike also offers flexible contract options, including monthly and annual plans. This allows businesses to choose the contract length that best fits their needs and budget, and to make adjustments as their needs change.
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
The sky is the limit for what can be done in Wrike. We started with 1 use case and within 5 months we migrated several key business practices over to Wrike because they were easier to manage. Use cases so far: process improvement, management review, corrective actions, maintenance requests, month-end financial closing, and document management. As we grow, it's easy to imagine putting even more into Wrike where it becomes a cornerstone for how we do business
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.
The professional services team is known by my entire team for its responsiveness, flexibility, and willingness to work closely with clients to understand their unique needs and provide customised solutions. The team is highly knowledgeable about the platform's features and capabilities and is able to provide guidance and support to users at every stage of the implementation process. Wrike's professional services are highly rated by everyone I've interacted with, with many noting the value that they provide in helping to maximise the benefits of the platform.
Wrike has worked extremely well for our department, it has kept us accountable and on track to complete projects by due date.
Every aspect of the organization runs through Wrike, so any project/task that is not entered into Wrike is null and void. Wrike is our campaign realm that requires everyone to submit a ticket for the projects that require my expertise.
Wrike organizes our projects in a way that has saved us countless hours. Time is money and Wrike is conducive to maintaining a steady workflow for all departments throughout our organization.
