What users are saying about
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Top Rated
295 Ratings

Genesys Engage

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Top Rated
295 Ratings
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Score 8.3 out of 100
2 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Genesys Engage

Genesys Engage is a great solution to Contact Centers. If you manage voice interactions or multimedia interactions, Genesys Engage will have a solution for your needs. All of their solutions are tested and have been validated by several companies around the globe. It's prepared to handle loads of traffic and all their solutions are scalable if needed. It can be multi-site or single site, so it fits your company needs around the globe. So if you have a medium - large organization, either single or multi-site, with any kind of media, Genesys Engage is the Contact Center solution that can fit your needs.
In case you have a small organization, I wouldn't recommend Genesys Engage since it can need quite [a lot] of infrastructure. Instead I would go for the Genesys Cloud solution, which it takes away the infrastructure fee and have a more all-in-one feeling, giving you the chance to acquire new features on demand.
Anonymous | TrustRadius Reviewer

Glia (formerly Salemove)

It is well suited for repeatable user journeys that require a high touch and service environment. Glia excels at providing tools that enable and create engagement, in a diverse form of options and methods. It is fully customizable and integration is better than simple. Glia is probably less suited for an organization that is looking for a self-service engagement tool, not manned by users.
Thomas Cesari | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys Engage
8.0
Glia (formerly Salemove)
Agent dashboard
Genesys Engage
7.7
Glia (formerly Salemove)
Validate callers
Genesys Engage
8.1
Glia (formerly Salemove)
Outbound response
Genesys Engage
7.9
Glia (formerly Salemove)
Call forwarding
Genesys Engage
8.2
Glia (formerly Salemove)
Click-to-call (CTC)
Genesys Engage
8.0
Glia (formerly Salemove)
Warm transfer
Genesys Engage
8.0
Glia (formerly Salemove)
Predictive dialing
Genesys Engage
7.9
Glia (formerly Salemove)
Interactive voice response
Genesys Engage
8.2
Glia (formerly Salemove)
REST APIs
Genesys Engage
7.9
Glia (formerly Salemove)
Call scripts
Genesys Engage
7.9
Glia (formerly Salemove)
Call tracking
Genesys Engage
8.1
Glia (formerly Salemove)
Multichannel integration
Genesys Engage
8.3
Glia (formerly Salemove)
CRM software integration
Genesys Engage
7.6
Glia (formerly Salemove)

Workforce Optimization (WFO)

Genesys Engage
7.8
Glia (formerly Salemove)
Inbound call routing
Genesys Engage
8.4
Glia (formerly Salemove)
Omnichannel inbound routing
Genesys Engage
8.2
Glia (formerly Salemove)
Recording
Genesys Engage
7.4
Glia (formerly Salemove)
Quality management
Genesys Engage
7.3
Glia (formerly Salemove)
Call analytics
Genesys Engage
7.7
Glia (formerly Salemove)
Historical reporting
Genesys Engage
7.8
Glia (formerly Salemove)
Live reporting
Genesys Engage
7.8
Glia (formerly Salemove)
Customer surveys
Genesys Engage
7.8
Glia (formerly Salemove)
Customer interaction analytics
Genesys Engage
7.5
Glia (formerly Salemove)

Pros

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

Glia (formerly Salemove)

  • The ability to conduct a co-browse session quickly and easily has been a big hit for our customers and employee base.
  • SaleMove is always looking for creative new ideas to help provide additional value to our customers.
Anonymous | TrustRadius Reviewer

Cons

Genesys Engage

  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
Steve Bagdanovich | TrustRadius Reviewer

Glia (formerly Salemove)

  • Lack of SMS integration.
  • The development required for integration into custom CRMs.
  • Roadmap features AI-powered initiatives, but it is a product that integrates with AI and not a new or advanced AI tool.
Thomas Cesari | TrustRadius Reviewer

Likelihood to Renew

Genesys Engage

Genesys Engage 7.2
Based on 23 answers
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
Anonymous | TrustRadius Reviewer

Glia (formerly Salemove)

No score
No answers yet
No answers on this topic

Usability

Genesys Engage

Genesys Engage 7.6
Based on 15 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage'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

Glia (formerly Salemove)

No score
No answers yet
No answers on this topic

Reliability and Availability

Genesys Engage

Genesys Engage 8.0
Based on 8 answers
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
Anonymous | TrustRadius Reviewer

Glia (formerly Salemove)

No score
No answers yet
No answers on this topic

Performance

Genesys Engage

Genesys Engage 7.1
Based on 8 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

Glia (formerly Salemove)

No score
No answers yet
No answers on this topic

Support Rating

Genesys Engage

Genesys Engage 8.9
Based on 30 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

Glia (formerly Salemove)

Glia (formerly Salemove) 8.2
Based on 1 answer
This is Glia's largest strength. The integration and initial configuration were done exclusively by Glia, freeing up our limited technology resources. Especially at the beginning of our relationship, the customer success team on a scheduled basis assisted in the review of our data and KPIs while offering strategies to improve services and achieve higher ROI. None of these services were offered for a premium and this demonstrates the commitment Glia has to launch successful partnerships.
Thomas Cesari | TrustRadius Reviewer

In-Person Training

Genesys Engage

Genesys Engage 8.1
Based on 3 answers
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
Anonymous | TrustRadius Reviewer

Glia (formerly Salemove)

No score
No answers yet
No answers on this topic

Online Training

Genesys Engage

Genesys Engage 7.3
Based on 2 answers
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
Anonymous | TrustRadius Reviewer

Glia (formerly Salemove)

No score
No answers yet
No answers on this topic

Implementation Rating

Genesys Engage

Genesys Engage 7.6
Based on 25 answers
Implementation on Genesys Engage 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

Glia (formerly Salemove)

No score
No answers yet
No answers on this topic

Alternatives Considered

Genesys Engage

When it comes to call routing, call center administration, deployment, scalability, serviceability, and data integration, Genesys is a step above Cisco Contact Center Enterprise. With a platform that still requires you to 'extract' logs when you need to looks at core routing decisions and archaic style tools to manage configuration data, developing and improving the UCCE platform just doesn't seems as important to Cisco as doing so does to Genesys. On the other hand, Genesys has along way to go in the interaction recording/feedback space. Genesys Interaction Recording builds on it already existing GVP platform and is so tightly integrated that your call recording platform becomes part of your actual call path - so if you lose your recording system - you loose your call? Even active integrations provided by other platforms remain a party outside the actual call. Integration with SIP REC would be a great path for Genesys to look at in that realm
Mike Bailey | TrustRadius Reviewer

Glia (formerly Salemove)

The customer success team was superior, as was the possibility of pro-active engagements across all mediums and platforms. Pricing models in this space are comparable, however, the enhanced auxiliary features, as well as a stronger product road map for development, tipped the scales towards Glia. The product road map is always made available to customers, and most initiatives are deployed on time.
Thomas Cesari | TrustRadius Reviewer

Scalability

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

Glia (formerly Salemove)

No score
No answers yet
No answers on this topic

Return on Investment

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

Glia (formerly Salemove)

  • We have seen NPS results increase since using SaleMove
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Genesys Engage

General

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

Glia (formerly Salemove)

General

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

Rating Summary

Likelihood to Recommend

Genesys Engage
8.2
Glia (formerly Salemove)
8.2

Likelihood to Renew

Genesys Engage
7.2
Glia (formerly Salemove)

Usability

Genesys Engage
7.6
Glia (formerly Salemove)

Reliability and Availability

Genesys Engage
8.0
Glia (formerly Salemove)

Performance

Genesys Engage
7.1
Glia (formerly Salemove)

Support Rating

Genesys Engage
8.9
Glia (formerly Salemove)
8.2

In-Person Training

Genesys Engage
8.1
Glia (formerly Salemove)

Online Training

Genesys Engage
7.3
Glia (formerly Salemove)

Implementation Rating

Genesys Engage
7.6
Glia (formerly Salemove)

Scalability

Genesys Engage
7.3
Glia (formerly Salemove)

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