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Top Rated
279 Ratings

Genesys Engage

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Top Rated
279 Ratings
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Score 8.5 out of 100
53 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys Engage
7.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
Genesys Engage
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
Genesys Engage
7.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
Genesys Engage
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
Genesys Engage
7.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.8
Click-to-call (CTC)
Genesys Engage
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Warm transfer
Genesys Engage
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
Genesys Engage
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
Genesys Engage
8.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
Genesys Engage
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
Genesys Engage
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
Genesys Engage
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.8
Multichannel integration
Genesys Engage
8.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
Genesys Engage
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.3

Workforce Optimization (WFO)

Genesys Engage
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.6
Inbound call routing
Genesys Engage
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
Genesys Engage
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
Genesys Engage
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
Genesys Engage
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
Genesys Engage
7.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
Genesys Engage
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Live reporting
Genesys Engage
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Customer surveys
Genesys Engage
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
Genesys Engage
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
Anonymous | TrustRadius Reviewer

Cons

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan | TrustRadius Reviewer

Likelihood to Renew

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Usability

Genesys Engage

Genesys Engage 7.2
Based on 11 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Reliability and Availability

Genesys Engage

Genesys Engage 7.8
Based on 5 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Performance

Genesys Engage

Genesys Engage 6.9
Based on 5 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Support Rating

Genesys Engage

Genesys Engage 6.8
Based on 26 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
Anonymous | TrustRadius Reviewer

In-Person Training

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Online Training

Genesys Engage

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Implementation Rating

Genesys Engage

Genesys Engage 7.3
Based on 22 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | TrustRadius Reviewer

Screenshots

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Pricing Details

Genesys Engage

General

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

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

Rating Summary

Likelihood to Recommend

Genesys Engage
8.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.5

Likelihood to Renew

Genesys Engage
6.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Usability

Genesys Engage
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Reliability and Availability

Genesys Engage
7.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Performance

Genesys Engage
6.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Support Rating

Genesys Engage
6.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

In-Person Training

Genesys Engage
8.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Online Training

Genesys Engage
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Implementation Rating

Genesys Engage
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Scalability

Genesys Engage
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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