What users are saying about
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Top Rated
344 Ratings
3 Ratings

Genesys Cloud

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Top Rated
344 Ratings
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Score 7.7 out of 100
3 Ratings
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Score 9.1 out of 100

Likelihood to Recommend

Genesys Cloud

For instance, all of my missed calls from clients always have some sort of notification that they have called or left a voicemail in order to quickly get back in touch with them. This helps me and the company itself to bring in new clients and help grow the business.The only scenario that I can say that I have had trouble with is when making a three-way phone call and then trying to transfer this three-way call to another colleague. Still haven't figured out how to successfully do this.
Sebastian Cuadras | TrustRadius Reviewer

Noble Systems

Noble is well suited for any size contact center doing inbound only, or fully blended environments. From appointment setting to collections, Noble has products to successfully accomplish the requirement. For organizations that are heavily focused on compliance, Noble's TCPA Lockdown product, Post and Real-Time Speech Analytics, and onboard evaluation tools are a must - all proprietary and fully integrated. For organizations interested in "doing more with less", Noble has multiple AI products that ensure success.
Bruce Hale | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys Cloud
8.3
Noble Systems
9.0
Agent dashboard
Genesys Cloud
8.4
Noble Systems
9.1
Validate callers
Genesys Cloud
7.6
Noble Systems
9.1
Outbound response
Genesys Cloud
8.0
Noble Systems
8.2
Call forwarding
Genesys Cloud
8.3
Noble Systems
9.1
Click-to-call (CTC)
Genesys Cloud
9.0
Noble Systems
9.1
Warm transfer
Genesys Cloud
8.8
Noble Systems
9.1
Predictive dialing
Genesys Cloud
6.9
Noble Systems
9.1
Interactive voice response
Genesys Cloud
8.6
Noble Systems
9.1
REST APIs
Genesys Cloud
8.6
Noble Systems
9.1
Call scripts
Genesys Cloud
8.5
Noble Systems
9.1
Call tracking
Genesys Cloud
8.8
Noble Systems
9.1
Multichannel integration
Genesys Cloud
8.3
Noble Systems
9.1
CRM software integration
Genesys Cloud
7.7
Noble Systems
9.1

Workforce Optimization (WFO)

Genesys Cloud
8.2
Noble Systems
9.1
Inbound call routing
Genesys Cloud
8.6
Noble Systems
9.1
Omnichannel inbound routing
Genesys Cloud
8.5
Noble Systems
9.1
Recording
Genesys Cloud
8.6
Noble Systems
9.1
Quality management
Genesys Cloud
8.2
Noble Systems
9.1
Call analytics
Genesys Cloud
8.6
Noble Systems
9.1
Historical reporting
Genesys Cloud
8.2
Noble Systems
9.1
Live reporting
Genesys Cloud
8.3
Noble Systems
9.1
Customer surveys
Genesys Cloud
6.9
Noble Systems
9.1
Customer interaction analytics
Genesys Cloud
7.7
Noble Systems
9.1

Pros

Genesys Cloud

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
Anonymous | TrustRadius Reviewer

Noble Systems

  • Local control: the Noble Maestro platform, once you learn it, enables you to control your call center right from your desk. You can add, delete, and skill users, you can build all of your IVR flows and change them as necessary (like for holiday closures, etc)
  • User interface design: I built the pop-up windows for each queue, and was able to design them to contain quick reference information for how to handle calls, and build an order number capture module from the IVR to the agent. In other words, I could prompt the customer to punch in their order number, then display it to the agent.
  • Technical support - their support group was easy to reach and easy to work with.
Daniel Dehner | TrustRadius Reviewer

Cons

Genesys Cloud

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
Jawad Hammash | TrustRadius Reviewer

Noble Systems

  • Selfishly, I would love for Noble to provide their own instance of gateways for SMS and Email. This is one area where additional vendors are required, to serve as the gateway to launch texts and emails. This opens opportunities for breaks that require additional resources to trace the root of the issue.
  • Some of Noble product offerings require extensive start-to-finish resources. While there is not much room for improvement, end-user should know some products require much more upfront work than others. Prerequisite courses and questionnaires are almost always required, along with on-site training. It should be made very clear, Noble has these requirements to absolutely ensure end-user are proficient in taking full advantage of the product, once released to Support.
  • Post-Upgrade testing is time-consuming, especially if the number of products utilized is extensive. While Noble deploys most all upgrades to a DEV environment and engages multiple resources when deploying to PROD, ensuring all products don't resort to "Default" isn't 100%. End-User is required to complete significant testing, too, but there are opportunities for misses, that may result in production impact. Upgrades, with testing, could take 4-6 hours.
Bruce Hale | TrustRadius Reviewer

Likelihood to Renew

Genesys Cloud

Genesys Cloud 8.2
Based on 13 answers
Because the product is fitting with our expectations in general terms. The Genesys account management is working near us and leading us in the evolution process based on their solutions.
Anonymous | TrustRadius Reviewer

Noble Systems

No score
No answers yet
No answers on this topic

Usability

Genesys Cloud

Genesys Cloud 8.1
Based on 35 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Noble Systems

No score
No answers yet
No answers on this topic

Reliability and Availability

Genesys Cloud

Genesys Cloud 8.7
Based on 5 answers
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.
Danette Babyn | TrustRadius Reviewer

Noble Systems

No score
No answers yet
No answers on this topic

Performance

Genesys Cloud

Genesys Cloud 7.7
Based on 5 answers
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.
Nikos Papakonstantinou | TrustRadius Reviewer

Noble Systems

No score
No answers yet
No answers on this topic

Support Rating

Genesys Cloud

Genesys Cloud 6.5
Based on 98 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

Noble Systems

Noble Systems 9.1
Based on 1 answer
We utilize Noble's Enterprise Support, offering us 24/7 access. Additionally, with Enterprise Support we engage with Level II Support Technicians and no-hassle escalation. With Enterprise Support, we also have a dedicated Account Manager who conducts weekly/bi-weekly support calls to discuss open tickets and upgrade opportunities. With Enterprise Support, we have the ability to select our window for upgrades, to include weekends.
Bruce Hale | 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

Noble Systems

No score
No answers yet
No answers on this topic

Online Training

Genesys Cloud

Genesys Cloud 7.3
Based on 3 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

Noble Systems

No score
No answers yet
No answers on this topic

Implementation Rating

Genesys Cloud

Genesys Cloud 8.0
Based on 18 answers
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.
Matthew Calton | TrustRadius Reviewer

Noble Systems

No score
No answers yet
No answers on this topic

Alternatives Considered

Genesys Cloud

Unlike a few other solutions considered, Genesys Cloud provides a one-stop-shop package for all the Cloud Contact Center and associated workforce management needs. It provides an effective and efficient control of the customers' end-to-end experience with our bank's contact center. The intuitive user interface is an added advantage, providing employees with a great tool to streamline comms and generally make their life/work easier.
Anonymous | TrustRadius Reviewer

Noble Systems

Noble offered a lot of functions for the lowest price. The QA component alone was a big selling point, along with the PCI compliance of their remote server locations. CCX was premise-based and was bulletproof. It never went down, its UI never had problems, and we never dropped calls because of it. Verint is a better QA program and has many more bells and whistles, but is very expensive compared to Noble.
Daniel Dehner | TrustRadius Reviewer

Scalability

Genesys Cloud

Genesys Cloud 8.7
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | TrustRadius Reviewer

Noble Systems

No score
No answers yet
No answers on this topic

Return on Investment

Genesys Cloud

  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Rodrigo Avila | TrustRadius Reviewer

Noble Systems

  • Positive: it gave us a cloud-based call center with recorded calls and a QA platform, which was a great step up from what we had
  • Positive: it allowed for flexibility when we needed to expand to an outsourced location for the holidays.
  • Negative: the pricing equation was difficult to understand, and the sales rep, although knowledgeable, was not very transparent and we had several surprises in pricing after signing our agreement. There was a point right after signing the contract with them that the CFO and I sought to back out due to this.
  • Negative: the call center did not run smoothly. I spent approximately 20% of my time for almost 2 years troubleshooting problems with the system and managing fixes. There was always somebody in the call center with a "noble issue".
Daniel Dehner | TrustRadius Reviewer

Screenshots

Pricing Details

Genesys Cloud

General

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

Genesys Cloud Editions & Modules

Edition
Starting Price$900.001
Maximum Price$1,680.001
  1. Per Year
Additional Pricing Details

Noble Systems

General

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

Noble Systems Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Genesys Cloud
7.7
Noble Systems
9.1

Likelihood to Renew

Genesys Cloud
8.2
Noble Systems

Usability

Genesys Cloud
8.1
Noble Systems

Reliability and Availability

Genesys Cloud
8.7
Noble Systems

Performance

Genesys Cloud
7.7
Noble Systems

Support Rating

Genesys Cloud
6.5
Noble Systems
9.1

In-Person Training

Genesys Cloud
8.2
Noble Systems

Online Training

Genesys Cloud
7.3
Noble Systems

Implementation Rating

Genesys Cloud
8.0
Noble Systems

Scalability

Genesys Cloud
8.7
Noble Systems

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