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Genesys Cloud CX vs. Google Voice

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Genesys Cloud CX

757 Reviews and Ratings

Google Voice

220 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 Voice

    Score7.8 out of 10
    		N/AGoogle Voice is a free IP telephony service that provides users with one phone number that can be forwarded to multiple phones or devices. It includes features such as call forwarding, voicemail translation, text messaging, and voice calls. Fees may apply for international calling.

    $10

    per month

    Pricing
    Genesys Cloud CXGoogle Voice
    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
    Starter
    $10
    per user/per month
    Standard
    $20
    per user/per month
    Premier
    $30
    per user/per month
    Offerings
    Pricing Offerings
    Genesys Cloud CXGoogle Voice
    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
    Community Pulse
    Genesys Cloud CXGoogle Voice
    Considered Both Products
    Genesys
    Braulia Ayuso
    Accounting Clerk in Finance and Accounting at Community Tax (Accounting, 51-200 employees)
    Chose Genesys Cloud CX
    Other products do not maintain my calls stable. The voice/sounds of caller fluctuates, sometimes it sounds loud and suddenly it is almost impossible to be heard. Genesys does not need a fast internet connection for it work to properly. Some of these other products need high …
    Incentivized
    Google
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Genesys Cloud CXGoogle Voice
    Contact Center Software
    Comparison of Contact Center Software features of Genesys Cloud CX and Google Voice
    Feature
    Genesys Cloud CX
    8.7
    412 Ratings
    Google Voice
    -
    Ratings
    Agent dashboard8.6394 Ratings00 Ratings
    Validate callers8.9346 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 APIs7.8275 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 Voice
    Feature
    Genesys Cloud CX
    8.7
    391 Ratings
    Google Voice
    -
    Ratings
    Inbound call routing8.5366 Ratings00 Ratings
    Omnichannel inbound routing8.9283 Ratings00 Ratings
    Recording9.2371 Ratings00 Ratings
    Quality management8.9340 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 Voice
    Feature
    Genesys Cloud CX
    -
    Ratings
    Google Voice
    4.4
    51 Ratings
    Hosted PBX00 Ratings8.423 Ratings
    Multi-level Interactive Voice Response (IVR)00 Ratings5.226 Ratings
    User templates00 Ratings1.419 Ratings
    Call reports00 Ratings5.044 Ratings
    Directory of employee names00 Ratings1.725 Ratings
    Call Management
    Comparison of Call Management features of Genesys Cloud CX and Google Voice
    Feature
    Genesys Cloud CX
    -
    Ratings
    Google Voice
    8.1
    65 Ratings
    Answering rules00 Ratings8.044 Ratings
    Call recording00 Ratings10.051 Ratings
    Call park00 Ratings6.422 Ratings
    Call screening00 Ratings7.459 Ratings
    Message alerts00 Ratings9.063 Ratings
    VoIP system collaboration
    Comparison of VoIP system collaboration features of Genesys Cloud CX and Google Voice
    Feature
    Genesys Cloud CX
    -
    Ratings
    Google Voice
    7.2
    43 Ratings
    Video conferencing00 Ratings7.021 Ratings
    Audio conferencing00 Ratings7.038 Ratings
    Video screen sharing00 Ratings5.613 Ratings
    Instant messaging00 Ratings9.326 Ratings
    Mobile apps
    Comparison of Mobile apps features of Genesys Cloud CX and Google Voice
    Feature
    Genesys Cloud CX
    -
    Ratings
    Google Voice
    5.0
    61 Ratings
    Mobile app for iOS00 Ratings5.044 Ratings
    Mobile app for Android00 Ratings5.049 Ratings
    User Ratings
    Genesys Cloud CXGoogle Voice
    Likelihood to Recommend
    8.6
    (434 ratings)
    9.0
    (71 ratings)
    Likelihood to Renew
    9.0
    (38 ratings)
    9.3
    (7 ratings)
    Usability
    8.6
    (69 ratings)
    9.0
    (9 ratings)
    Availability
    8.2
    (6 ratings)
    -
    (0 ratings)
    Performance
    8.1
    (6 ratings)
    -
    (0 ratings)
    Support Rating
    6.2
    (100 ratings)
    7.0
    (35 ratings)
    In-Person Training
    8.7
    (5 ratings)
    -
    (0 ratings)
    Online Training
    8.4
    (11 ratings)
    -
    (0 ratings)
    Implementation Rating
    7.0
    (20 ratings)
    10.0
    (2 ratings)
    Configurability
    9.1
    (6 ratings)
    -
    (0 ratings)
    Contract Terms and Pricing Model
    7.9
    (15 ratings)
    7.0
    (1 ratings)
    Ease of integration
    8.9
    (8 ratings)
    -
    (0 ratings)
    Product Scalability
    9.1
    (7 ratings)
    -
    (0 ratings)
    Professional Services
    7.6
    (12 ratings)
    7.0
    (1 ratings)
    Vendor post-sale
    7.3
    (9 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    7.8
    (9 ratings)
    -
    (0 ratings)