What users are saying about
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Top Rated
295 Ratings
3 Ratings

Genesys Engage

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Top Rated
295 Ratings
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Score 8.3 out of 100
3 Ratings
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Score 9.1 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

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 Engage
8.0
Noble Systems
9.0
Agent dashboard
Genesys Engage
7.7
Noble Systems
9.1
Validate callers
Genesys Engage
8.1
Noble Systems
9.1
Outbound response
Genesys Engage
7.9
Noble Systems
8.2
Call forwarding
Genesys Engage
8.2
Noble Systems
9.1
Click-to-call (CTC)
Genesys Engage
8.0
Noble Systems
9.1
Warm transfer
Genesys Engage
8.0
Noble Systems
9.1
Predictive dialing
Genesys Engage
7.9
Noble Systems
9.1
Interactive voice response
Genesys Engage
8.2
Noble Systems
9.1
REST APIs
Genesys Engage
7.9
Noble Systems
9.1
Call scripts
Genesys Engage
7.9
Noble Systems
9.1
Call tracking
Genesys Engage
8.1
Noble Systems
9.1
Multichannel integration
Genesys Engage
8.3
Noble Systems
9.1
CRM software integration
Genesys Engage
7.6
Noble Systems
9.1

Workforce Optimization (WFO)

Genesys Engage
7.8
Noble Systems
9.1
Inbound call routing
Genesys Engage
8.4
Noble Systems
9.1
Omnichannel inbound routing
Genesys Engage
8.2
Noble Systems
9.1
Recording
Genesys Engage
7.4
Noble Systems
9.1
Quality management
Genesys Engage
7.3
Noble Systems
9.1
Call analytics
Genesys Engage
7.7
Noble Systems
9.1
Historical reporting
Genesys Engage
7.8
Noble Systems
9.1
Live reporting
Genesys Engage
7.8
Noble Systems
9.1
Customer surveys
Genesys Engage
7.8
Noble Systems
9.1
Customer interaction analytics
Genesys Engage
7.5
Noble Systems
9.1

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

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 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

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 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

Noble Systems

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

Noble Systems

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

Noble Systems

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

Noble Systems

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

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 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

Noble Systems

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

Noble Systems

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

Noble Systems

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

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 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

Noble Systems

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

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 Engage

General

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

Noble Systems

General

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

Rating Summary

Likelihood to Recommend

Genesys Engage
8.2
Noble Systems
9.1

Likelihood to Renew

Genesys Engage
7.2
Noble Systems

Usability

Genesys Engage
7.6
Noble Systems

Reliability and Availability

Genesys Engage
8.0
Noble Systems

Performance

Genesys Engage
7.1
Noble Systems

Support Rating

Genesys Engage
8.9
Noble Systems
9.1

In-Person Training

Genesys Engage
8.1
Noble Systems

Online Training

Genesys Engage
7.3
Noble Systems

Implementation Rating

Genesys Engage
7.6
Noble Systems

Scalability

Genesys Engage
7.3
Noble Systems

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