What users are saying about
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Top Rated
586 Ratings

Genesys Cloud

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Score 7.3 out of 100

Microsoft Teams

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Score 8.3 out of 100

Likelihood to Recommend

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | TrustRadius Reviewer

Microsoft Teams

Can have group chats on topics that only concern a few employees. We have a Technology group where we add and brainstorm new applications and software that might be appropriate for our company. It's a good way to organize our ideas and thoughts without having to send out mass email chains and we can discuss the ideas at our next meeting. Microsoft Teams also lets us efficiently communicate with remote workers since email can lag. This allows almost real-time conversations and collaborations for our employees.
Karen Zelzer | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys Cloud
8.3
Microsoft Teams
Agent dashboard
Genesys Cloud
8.2
Microsoft Teams
Validate callers
Genesys Cloud
7.3
Microsoft Teams
Outbound response
Genesys Cloud
8.1
Microsoft Teams
Call forwarding
Genesys Cloud
7.7
Microsoft Teams
Click-to-call (CTC)
Genesys Cloud
9.1
Microsoft Teams
Warm transfer
Genesys Cloud
8.9
Microsoft Teams
Predictive dialing
Genesys Cloud
7.8
Microsoft Teams
Interactive voice response
Genesys Cloud
8.8
Microsoft Teams
REST APIs
Genesys Cloud
8.7
Microsoft Teams
Call scripts
Genesys Cloud
8.3
Microsoft Teams
Call tracking
Genesys Cloud
9.0
Microsoft Teams
Multichannel integration
Genesys Cloud
8.8
Microsoft Teams
CRM software integration
Genesys Cloud
7.8
Microsoft Teams

Workforce Optimization (WFO)

Genesys Cloud
8.4
Microsoft Teams
Inbound call routing
Genesys Cloud
8.6
Microsoft Teams
Omnichannel inbound routing
Genesys Cloud
8.8
Microsoft Teams
Recording
Genesys Cloud
8.6
Microsoft Teams
Quality management
Genesys Cloud
8.3
Microsoft Teams
Call analytics
Genesys Cloud
8.8
Microsoft Teams
Historical reporting
Genesys Cloud
8.4
Microsoft Teams
Live reporting
Genesys Cloud
8.6
Microsoft Teams
Customer surveys
Genesys Cloud
7.4
Microsoft Teams
Customer interaction analytics
Genesys Cloud
8.2
Microsoft Teams

Project Management

Genesys Cloud
Microsoft Teams
7.3
Task Management
Genesys Cloud
Microsoft Teams
7.5
Gantt Charts
Genesys Cloud
Microsoft Teams
6.0
Scheduling
Genesys Cloud
Microsoft Teams
7.5
Workflow Automation
Genesys Cloud
Microsoft Teams
7.0
Mobile Access
Genesys Cloud
Microsoft Teams
8.6
Search
Genesys Cloud
Microsoft Teams
7.8
Visual planning tools
Genesys Cloud
Microsoft Teams
6.5

Communication

Genesys Cloud
Microsoft Teams
7.9
Chat
Genesys Cloud
Microsoft Teams
9.0
Notifications
Genesys Cloud
Microsoft Teams
8.3
Discussions
Genesys Cloud
Microsoft Teams
8.6
Surveys
Genesys Cloud
Microsoft Teams
7.4
Internal knowledgebase
Genesys Cloud
Microsoft Teams
7.3
Integrates with GoToMeeting
Genesys Cloud
Microsoft Teams
7.0
Integrates with Gmail and Google Hangouts
Genesys Cloud
Microsoft Teams
6.8
Integrates with Outlook
Genesys Cloud
Microsoft Teams
9.0

File Sharing & Management

Genesys Cloud
Microsoft Teams
8.2
Versioning
Genesys Cloud
Microsoft Teams
8.0
Video files
Genesys Cloud
Microsoft Teams
8.3
Audio files
Genesys Cloud
Microsoft Teams
8.4
Document collaboration
Genesys Cloud
Microsoft Teams
8.3
Access control
Genesys Cloud
Microsoft Teams
7.8
Advanced security features
Genesys Cloud
Microsoft Teams
7.7
Integrates with Google Drive
Genesys Cloud
Microsoft Teams
8.2
Device sync
Genesys Cloud
Microsoft Teams
8.7

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

Microsoft Teams

  • Teams is particularly good at keeping conversation history in sync across multiple devices. Skype for business, which is Microsoft's other chat client, is particularly bad when it comes to this aspect.
  • The sidebar of the application window makes it easy to switch between all aspects of the application in one click. Easy switching between chat, notifications, and meetings.
  • Integrated hierarchy chart within each chat window easily allows you to see where an unfamiliar person you may be chatting with sits in terms of management level in the organization.
Gary Smolyak | TrustRadius Reviewer

Cons

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | TrustRadius Reviewer

Microsoft Teams

  • Lack of rollout plans from MS that businesses can use to improve user adoption.
  • Slack still has more connectors.
  • Meetings could more intuitive and most of the screen is just pictures of people.
  • The desktop application is very large and absorbs a lot of system resources.
  • Multiple users cannot share screens at once, one at a time only.
  • Can't choose where to put files from conversations, they automatically are put in a Teams SharePoint.
Justin Pink | 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

Microsoft Teams

Microsoft Teams 10.0
Based on 1 answer
We are a MSFT shop.
Joel Martin | TrustRadius Reviewer

Usability

Genesys Cloud

Genesys Cloud 7.8
Based on 25 answers
As I have been saying PureCloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed
Ronnie Knight | TrustRadius Reviewer

Microsoft Teams

Microsoft Teams 7.5
Based on 19 answers
It has a lot of great features and we are working to roll it out to our whole organization. It sometimes feels a little under-developed or maybe under used. There are some things I wish it did better - like integrating the group calendar rather than my own calendar and letting us have instant chat vs persistent.
Jill Liegghio | 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

Microsoft Teams

No score
No answers yet
No answers on this topic

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

Microsoft Teams

No score
No answers yet
No answers on this topic

Support Rating

Genesys Cloud

Genesys Cloud 6.5
Based on 98 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

Microsoft Teams

Microsoft Teams 7.7
Based on 90 answers
Getting support for any MS Product kind of feels like pulling teeth. I have looked for support on the slowness of Teams to try and resolve it, but there is nothing really out there even from the MS reps other than deleting the hidden appsdata folder for Teams or uninstall/reinstall the software or just use the web-based Teams app.
Charles R. Coggins III | 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

Microsoft Teams

No score
No answers yet
No answers on this topic

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

Microsoft Teams

No score
No answers yet
No answers on this topic

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

Microsoft Teams

No score
No answers yet
No answers on this topic

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

Microsoft Teams

Personally, I have used a number of applications similar to Teams for a variety of functions. However, with regard to my current organizational use, I would say my experience with Teams provides a much more well-rounded user experience than Skype for Business. Teams performs the functions of Skype and also integrates many other features integral to applications like Slack, Webex Teams, and Yammer. Teams also has the added benefit of being connected within the Microsoft network of apps. Users can leverage the powerful cloud computing of O365 in order to access other materials stored on the shared platform. This is a huge benefit of staying within the same ecosystem.
Joshua Melder | 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

Microsoft Teams

No score
No answers yet
No answers on this topic

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

Microsoft Teams

  • We were already paying for Office 365 but now we got a great collaboration tool to go along with it.
  • We are able to stay connected with employees across the United States and no longer have to fly people back to headquarters for meetings and conferences, saving on transportation and lodging costs.
Michael Eberhard | TrustRadius Reviewer

Screenshots

Pricing Details

Genesys Cloud

General

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

Microsoft Teams

General

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

Rating Summary

Likelihood to Recommend

Genesys Cloud
6.8
Microsoft Teams
8.3

Likelihood to Renew

Genesys Cloud
8.3
Microsoft Teams
10.0

Usability

Genesys Cloud
7.8
Microsoft Teams
7.5

Reliability and Availability

Genesys Cloud
8.2
Microsoft Teams

Performance

Genesys Cloud
8.2
Microsoft Teams

Support Rating

Genesys Cloud
6.5
Microsoft Teams
7.7

In-Person Training

Genesys Cloud
8.2
Microsoft Teams

Online Training

Genesys Cloud
7.3
Microsoft Teams

Implementation Rating

Genesys Cloud
7.6
Microsoft Teams

Scalability

Genesys Cloud
8.2
Microsoft Teams

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