What users are saying about
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226 Ratings
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Top Rated
272 Ratings

Genesys Cloud

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226 Ratings
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Score 7.2 out of 100

Genesys Engage

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272 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

Genesys Cloud

If you are a midsize call center from 100 - 300 users, it is not a bad product. Make sure you do not have an expectation of getting a 100% audio/screen recordings and that you are not looking for speedy priority 3 - 5 ticket resolutions. In that case, this is not your product.
Usama Ahmed | TrustRadius Reviewer

Genesys Engage

Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Steve Bagdanovich | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys Cloud
8.5
Genesys Engage
7.7
Agent dashboard
Genesys Cloud
8.4
Genesys Engage
7.6
Validate callers
Genesys Cloud
7.9
Genesys Engage
7.9
Outbound response
Genesys Cloud
8.0
Genesys Engage
7.5
Call forwarding
Genesys Cloud
7.6
Genesys Engage
7.8
Click-to-call (CTC)
Genesys Cloud
9.4
Genesys Engage
7.6
Warm transfer
Genesys Cloud
9.2
Genesys Engage
7.6
Predictive dialing
Genesys Cloud
7.5
Genesys Engage
7.6
Interactive voice response
Genesys Cloud
9.0
Genesys Engage
8.1
REST APIs
Genesys Cloud
9.1
Genesys Engage
7.7
Call scripts
Genesys Cloud
8.4
Genesys Engage
7.5
Call tracking
Genesys Cloud
9.2
Genesys Engage
7.9
Multichannel integration
Genesys Cloud
9.3
Genesys Engage
8.2
CRM software integration
Genesys Cloud
7.4
Genesys Engage
7.5

Workforce Optimization (WFO)

Genesys Cloud
8.8
Genesys Engage
7.5
Inbound call routing
Genesys Cloud
8.7
Genesys Engage
8.2
Omnichannel inbound routing
Genesys Cloud
9.0
Genesys Engage
8.0
Recording
Genesys Cloud
8.7
Genesys Engage
7.1
Quality management
Genesys Cloud
8.3
Genesys Engage
7.0
Call analytics
Genesys Cloud
8.9
Genesys Engage
7.3
Historical reporting
Genesys Cloud
8.6
Genesys Engage
7.6
Live reporting
Genesys Cloud
9.1
Genesys Engage
7.5
Customer surveys
Genesys Cloud
8.8
Genesys Engage
7.4
Customer interaction analytics
Genesys Cloud
8.8
Genesys Engage
7.5

Pros

Genesys Cloud

  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

Genesys Engage

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Suresh K.S Kumar | TrustRadius Reviewer

Cons

Genesys Cloud

  • Faxing - we were sold that all of our faxing need would be met that was not the case
  • Mobile App needs a lot more work
  • Need work with Jabra headsets - we are having trouble with the buttons and the ringing through the headset
  • Desktop version needs additional work
Ronnie Knight | TrustRadius Reviewer

Genesys Engage

  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Mike Bailey | TrustRadius Reviewer

Likelihood to Renew

Genesys Cloud

Genesys Cloud 8.3
Based on 8 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Genesys Engage

Genesys Engage 6.9
Based on 22 answers
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
Apostol Savu | TrustRadius Reviewer

Usability

Genesys Cloud

Genesys Cloud 7.8
Based on 25 answers
I myself am fairly knowledgeable when using software but PurCcloud is definitely an extremely useful and easy to use software that makes taking and making calls a lot more efficient, trackable, and easy to deal with in bulk. I really enjoy it myself and feel it helps me do my job efficiently and to my best potential.
Haden Oxford | TrustRadius Reviewer

Genesys Engage

Genesys Engage 6.9
Based on 11 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys PureEngage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Apostol Savu | TrustRadius Reviewer

Reliability and Availability

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Genesys Engage

Genesys Engage 7.9
Based on 4 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson | TrustRadius Reviewer

Performance

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Genesys Engage

Genesys Engage 7.0
Based on 4 answers
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
Derek Gibson | TrustRadius Reviewer

Support Rating

Genesys Cloud

Genesys Cloud 6.5
Based on 91 answers
The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.
Rodolfo Antunes | TrustRadius Reviewer

Genesys Engage

Genesys Engage 6.9
Based on 28 answers
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
eugene thai | TrustRadius Reviewer

In-Person Training

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Genesys Engage

Genesys Engage 8.1
Based on 3 answers
Staff responded well to trainer and provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

Online Training

Genesys Cloud

Genesys Cloud 7.3
Based on 2 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Genesys Engage

Genesys Engage 7.3
Based on 2 answers
Those that utilized online training provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

Implementation Rating

Genesys Cloud

Genesys Cloud 7.6
Based on 9 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Genesys Engage

Genesys Engage 7.3
Based on 18 answers
Implementation on Genesys PureEngage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | TrustRadius Reviewer

Alternatives Considered

Genesys Cloud

We use also PureEngage on Premises. Both offer great custumer experience but we choose PureCloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. PureEngage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Genesys Engage

Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably do with a Genesys solution.
Robert D'Alessandro | TrustRadius Reviewer

Scalability

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Genesys Engage

Genesys Engage 7.3
Based on 4 answers
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
David Saidel | TrustRadius Reviewer

Return on Investment

Genesys Cloud

  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

Genesys Engage

  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
Sharon Woodard | TrustRadius Reviewer

Screenshots

Pricing Details

Genesys Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys Engage

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Genesys Cloud
6.7
Genesys Engage
8.5

Likelihood to Renew

Genesys Cloud
8.3
Genesys Engage
6.9

Usability

Genesys Cloud
7.8
Genesys Engage
6.9

Reliability and Availability

Genesys Cloud
8.2
Genesys Engage
7.9

Performance

Genesys Cloud
8.2
Genesys Engage
7.0

Support Rating

Genesys Cloud
6.5
Genesys Engage
6.9

In-Person Training

Genesys Cloud
8.2
Genesys Engage
8.1

Online Training

Genesys Cloud
7.3
Genesys Engage
7.3

Implementation Rating

Genesys Cloud
7.6
Genesys Engage
7.3

Scalability

Genesys Cloud
8.2
Genesys Engage
7.3

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