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Genesys Cloud CX vs. Google Hangouts (Classic)

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Genesys Cloud CX

757 Reviews and Ratings

Google Hangouts (Classic)

522 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Genesys Cloud CX

    Score7.9 out of 10
    		N/AGenesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

    $75

    per month (billed annually) per user

    Google Hangouts (Classic)

    Score8.8 out of 10
    		N/AThe classic version of Google Hangouts included messaging, voice, VoIP, and video call capabilities. It was replaced by the Hangouts Chat collaboration tool, and Google continues to support conferencing via the new Hangouts Meet.N/A
    Pricing
    Genesys Cloud CXGoogle Hangouts (Classic)
    Editions & Modules
    Genesys Cloud CX 1 - Voice
    $75
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital
    $95
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital + Voice
    $115
    per month (billed annually) per user
    Genesys Cloud CX 3 - Digital + WEM
    $135
    per month (billed annually) per user
    Genesys Cloud CX 3 Digital + WEM + Voice
    $155
    per month (billed annually) per user
    No answers on this topic
    Offerings
    Pricing Offerings
    Genesys Cloud CXGoogle Hangouts (Classic)
    Free Trial
    YesNo
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional DetailsPricing plans can also be billed hourly.—
    More Pricing Information
    Features
    Genesys Cloud CXGoogle Hangouts (Classic)
    Contact Center Software
    Comparison of Contact Center Software features of Genesys Cloud CX and Google Hangouts (Classic)
    Feature
    Genesys Cloud CX
    8.7
    412 Ratings
    Google Hangouts (Classic)
    -
    Ratings
    Agent dashboard8.6394 Ratings00 Ratings
    Validate callers9.0346 Ratings00 Ratings
    Outbound response9.0308 Ratings00 Ratings
    Call forwarding8.6334 Ratings00 Ratings
    Click-to-call (CTC)8.8269 Ratings00 Ratings
    Warm transfer9.2381 Ratings00 Ratings
    Predictive dialing8.8226 Ratings00 Ratings
    Interactive voice response9.0327 Ratings00 Ratings
    REST APIs7.9275 Ratings00 Ratings
    Call scripts8.0305 Ratings00 Ratings
    Call tracking8.8371 Ratings00 Ratings
    Multichannel integration8.4300 Ratings00 Ratings
    CRM software integration8.5290 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Genesys Cloud CX and Google Hangouts (Classic)
    Feature
    Genesys Cloud CX
    8.7
    391 Ratings
    Google Hangouts (Classic)
    -
    Ratings
    Inbound call routing8.6366 Ratings00 Ratings
    Omnichannel inbound routing8.9283 Ratings00 Ratings
    Recording9.2371 Ratings00 Ratings
    Quality management9.0340 Ratings00 Ratings
    Call analytics8.9350 Ratings00 Ratings
    Historical reporting8.2365 Ratings00 Ratings
    Live reporting8.7360 Ratings00 Ratings
    Customer surveys7.7221 Ratings00 Ratings
    Customer interaction analytics9.0265 Ratings00 Ratings
    Cloud PBX
    Comparison of Cloud PBX features of Genesys Cloud CX and Google Hangouts (Classic)
    Feature
    Genesys Cloud CX
    -
    Ratings
    Google Hangouts (Classic)
    6.3
    57 Ratings
    Hosted PBX00 Ratings6.915 Ratings
    Multi-level Interactive Voice Response (IVR)00 Ratings7.725 Ratings
    User templates00 Ratings5.022 Ratings
    Call reports00 Ratings9.034 Ratings
    Directory of employee names00 Ratings3.045 Ratings
    Call Management
    Comparison of Call Management features of Genesys Cloud CX and Google Hangouts (Classic)
    Feature
    Genesys Cloud CX
    -
    Ratings
    Google Hangouts (Classic)
    8.0
    66 Ratings
    Answering rules00 Ratings8.033 Ratings
    Call recording00 Ratings7.937 Ratings
    Call park00 Ratings7.018 Ratings
    Call screening00 Ratings9.036 Ratings
    Message alerts00 Ratings8.058 Ratings
    VoIP system collaboration
    Comparison of VoIP system collaboration features of Genesys Cloud CX and Google Hangouts (Classic)
    Feature
    Genesys Cloud CX
    -
    Ratings
    Google Hangouts (Classic)
    8.6
    84 Ratings
    Video conferencing00 Ratings9.079 Ratings
    Audio conferencing00 Ratings9.079 Ratings
    Video screen sharing00 Ratings7.148 Ratings
    Instant messaging00 Ratings9.052 Ratings
    Mobile apps
    Comparison of Mobile apps features of Genesys Cloud CX and Google Hangouts (Classic)
    Feature
    Genesys Cloud CX
    -
    Ratings
    Google Hangouts (Classic)
    8.0
    85 Ratings
    Mobile app for iOS00 Ratings8.173 Ratings
    Mobile app for Android00 Ratings8.071 Ratings
    User Ratings
    Genesys Cloud CXGoogle Hangouts (Classic)
    Likelihood to Recommend
    8.6
    (434 ratings)
    8.0
    (91 ratings)
    Likelihood to Renew
    9.0
    (38 ratings)
    10.0
    (1 ratings)
    Usability
    8.6
    (69 ratings)
    8.0
    (7 ratings)
    Availability
    8.2
    (6 ratings)
    -
    (0 ratings)
    Performance
    8.1
    (6 ratings)
    -
    (0 ratings)
    Support Rating
    6.2
    (100 ratings)
    8.0
    (36 ratings)
    In-Person Training
    8.7
    (5 ratings)
    -
    (0 ratings)
    Online Training
    8.4
    (11 ratings)
    -
    (0 ratings)
    Implementation Rating
    7.0
    (20 ratings)
    -
    (0 ratings)
    Configurability
    9.1
    (6 ratings)
    -
    (0 ratings)
    Contract Terms and Pricing Model
    7.9
    (15 ratings)
    -
    (0 ratings)
    Ease of integration
    8.9
    (8 ratings)
    -
    (0 ratings)
    Product Scalability
    9.1
    (7 ratings)
    -
    (0 ratings)
    Professional Services
    7.6
    (12 ratings)
    -
    (0 ratings)
    Vendor post-sale
    7.3
    (9 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    7.8
    (9 ratings)
    -
    (0 ratings)