Genesys 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
NetFortris (discontinued)
Score 6.4 out of 10
Mid-Size Companies (51-1,000 employees)
NetFortris, and the former Fonality, provided business phone systems using Polycom and Yealink IP phones. In 2022 the company was acquired by Sangoma. NetFortris and Fonality UCaaS and other services are no longer available.
N/A
Pricing
Genesys Cloud CX
NetFortris (discontinued)
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
Hybrid Premise Purchase
Varies
Varies
Offerings
Pricing Offerings
Genesys Cloud CX
NetFortris (discontinued)
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Pricing plans can also be billed hourly.
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More Pricing Information
Community Pulse
Genesys Cloud CX
NetFortris (discontinued)
Considered Both Products
Genesys Cloud CX
Verified User
Anonymous
Chose Genesys Cloud CX
Significantly improved over PureConnect. Much more reliable and much more flexible and feature-rich. There are some features I strongly miss, like on-device logging for errors - in PureConnect, there were rolling logs for all components like the phone, recording, desktop app …
We used to use our internal software which has its own disadvantages. Major one was storage. We had so much data which was difficult to store. Switching to Genesys Cloud, the storage is not an issue now. We wanted a software which consist all the feature in one place. …
It's comparative rating with unique features as a Contact Centre Cloud offering. It has many contact centre features that help us upscale as needed. We certainly we need more visibility on customized reporting aspects of Genesys Cloud CX where out of box of performance views …
There's more control as an admin with Genesys Cloud CX compared to other cloud solutions. Features are also appreciated by the business users and the platform feels more streamlined than the competition. There's thought behind a lot of the features from the end users …
When compared to other platforms, Genesys appears to be a more stable and mature product, offering ease of use. Although there is an initial learning curve, once you have a fair understanding of the platform and know how to set up the contact center for new customers, as an …
We have been a long time genesys on Prem customer so we never had the desire to evaluate other cloud solutions because we are very happy with genesys and did not entertain the idea of jumping to a completely different solution.
Genesys Cloud CX had more flexibility on connecting to different SIP trunks and integrations, like being used as an embedded dialer in other CRMs we developed ourselves.
Much simpler to use and more adaptive. To use Enghouse in the cloud, we would have needed to install vir machines, etc. Genesys Cloud CX was out of the box.
Genesys Cloud CX has been a proven leader and early adopter with virtual routing technology constantly innovating and improving solutions features available.
We previously utilized Genesys Engage. The analytics and reporting in Genesys Engage cannot even compare to what we are seeing in Genesys Cloud CX. Genesys Cloud CX provides a very "hands on" experience for supervisors as well as analytics teams. Call recordings and analytics …
Pre-existing relationship with Genesys Cloud CX did influence our decision. Genesys Cloud CX seemed better suited to the size of our business. Genesys Cloud CX is also investing heavily in advanced AI capabilities that will heavily enhance the customer experience. Genesys Cloud …
Genesys meets the necessary requirements for our organization. The platforms named above partially met the requirements but not in their entirety. The training provided by Genesys through live or self-study courses or the knowledge base in the resource center is far superior to …
Genesys cloud is much easier to use and does not require software installation. This makes it easier to scale up and down with seasonality and customizable to each client's needs.
There was no comparison. Genesys Cloud CX has well thought out products on top of an Idea Lab that you can submit an idea for a new feature and Genesys takes suggestions for new features from there.
Genesys Cloud CX has all the features that Intercom and Zendesk have, and they're contained into one tool. Whether it's chat, voice and email, Genesys Cloud CX has them all. You can simply use one tool to do all three channels, which make it cost-effective and efficient at the …
As stated, I inherited the Fonality on-premise server(s) I support. The organization's principals have requested staying with this system due to its low cost of ownership. Comparing to other on-premise systems, such as a generic Asterisk system, it offers some support …
I'm a hardware guy, always had panasonic and siemens PBXs. You can't compare them to Fonality. It is so complex to program them and with less functionalities, it is a waste of money and time in my humble opinion. I've also installed my own Asterix servers and used to admin …
Fonality had the features and functions we were looking for in a competitively priced bundle. We weren't looking for phone hardware and wanted a simple to use the soft phone function, and we appreciate the collaboration and call monitoring tools that were included in the …
For the services we required, Core Dial was the easy choice. They offered all of the solutions we required in a single place, at a very cost-effective price. Overall, we are satisfied with our choice.
At the time, we were interested in a site-based solution and Fonality's hosted service was not available yet. Fonality was much more cost-effective than the other solutions we reviewed, while still providing the features we were interested in.
If you can [get] over the initial install, Fonality is right up there with the best, with some improvements it can be even better than ones I have had used in the past.
Cost savings was the initial and primary driver, although I have found that the quality of the equipment provided with initial service was superior. The functionality and ability to customize have been better compared to my experience with Vonage. The HUD portal is not …
Fonality was very comparable to Comcast as far as product offering and service, but much more affordable. Avaya was a different system altogether but was much more expensive.
Intermedia was our old system set up by my predecessor. This system was crashing often during our high season which is what pushed us to look into a new phone system. For Intermedia, call quality was poor and the phone system was set up just like your old grandma's phone …
Cloud PBX migrates the worries of catastrophic events (floods, power outages, building fire, etc) away from the business to a secondary platform with greater tools to combat service uptime (backup generators, for example). It also means that potential upgrades to the platform …
I have not used any other VoIP system that I have been paying for. I hope that Fonality proves itself enough to where I will not have to switch. So far, for the price and the functionality, this is my recommendation for small businesses. I might recommend going with a more high …
We selected Fonality for ease of use and the HUD portal. One of the partners in the business has used Fonality in the past and had great confidence in it's success for this new endeavor. It has proven to be successful thus far and I hope to be able to update this review in a …
I think we've pretty well covered all the reasons I prefer Fonality over Verizon VCE in the other sections, and what Fonality does better. I will add that what led me to Fonality was a lot of searching out top-rated VoIP companies, and running down what features they offered at …
Starting a contact center to handle large volume of customers per day - For promoting the business for outbound campaigns - With the Genesys architect you can design complex post Agent esclation flows - You can use Genesys to forward a call to any external IVR(Automation) bot - There is integration of Genesys adapter with Salesforce, in case some enterprise want to utilize the same Genesys license for Salesforce, they can do it.
Following up with leads and prospects with its Click to Dial feature makes Fonality an effective tool to a sales organization. Misdials and wrong numbers are virtually eradicated by this feature. In addition to saving a few seconds for every call, you add time to your day and are able to conduct more business throughout the year. The Polycom phones are a little basic and finding missed calls is a little difficult. Also, the HUD is a little confusing. Depending on how you dial or how the call comes into the office, the call log may only show your extension instead of the external number being contacted.
Bugginess - Some things just really need some tweaking. I had to get very creative with my call routing and hold music, because the in-queue announcements don't work right at all. For example, even set to 'play once' it would loop the 'you are the first caller' announcement over and over, and cause call drops. Or my caller-name ID, which shows the registered user's name on each line on outgoing calls, even though it's not set to such anywhere in the CP settings.
Support - I'll give them 50/50 on this. My experience with Verizon VCE was everyone playing hot potato with issues and saying it was the responsibility of another department, meaning several phone calls and lots of hold time. Fonality doesn't have that issue, I've never really been passed around or blown off. However, some of the 'offshore' CS reps are... wow. I spent about half a dozen emails back and forth with two of them, trying to figure out why queues I deleted from the CP randomly and consistently reappeared in the HUD. Most of those emails were spent trying to explain that no, my issue was NOT that I wanted to create those queues again in the CP.
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
We've already made a deep investment in the system hardware. We wouldn't be interested in another system at this point! And by the look of my colleagues faces when they see the HUD, I don't think we'd want to switch to a system that would limit us or take away any of these features! We may look at putting the server in the cloud, should internet outages prove to be such a common issue that it is preventing our other locations from functioning smoothly
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
When the system works it is wonderful. But I feel the sluggish UI and web interface really kill most of what is good about this product. Other than that the system works like a charm and is very easy to learn the administrative portion of the platform.
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
Fonality has been available to us 99% of the time. There have rarely been any lengthy outages. If any issues do occur, their support staff is available around the clock to help. This is important, since communication is a big part in our company and availability of the phone system is important in maintaining this reliability
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
Fonality's performance is excellent. The phones work flawlessly and the calls are clear. It is a well put-together system that does not need daily support. It is not complex from a user standpoint, as most of our staff are quick to learn how to use the phones. More systems should strive to work as well as Fonality's
There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
Because of their customer support and their attention for details in our problems that we face during our initial stage. We simply love fonality just for the way we are treated when we reach them with our fonality issues - they take it seriously and resolve it as early as possible and the most important part is we dont need to keep on insisting them to do so.
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
Training was provided by the in-house IT administrator. Fonality was able to provide support to the admin, who then assisted the users. It went smoothly and all the details and functions of the system were made available to the office staff. Any questions were answered promptly and if any issues did arise, Fonality was available to answer them
In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.
Training was excellent, but most of what they had was webinars and not real world situation for our company's need. It would be better to have them remote in my local computer and test my system using inbound / outbound calls. This would have made it easier to learn and more relevant
My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.
Everything from the installation to the implementation has been great with Fonality, there is a lot of freedom to how the system will operate but the freedom comes at a cost of more technical experience to make sure it is configured correctly. The staff is very helpful can will make sure that the system is setup correctly and work perfectly.
Significantly improved over PureConnect. Much more reliable and much more flexible and feature-rich. There are some features I strongly miss, like on-device logging for errors - in PureConnect, there were rolling logs for all components like the phone, recording, desktop app etc. In GC these logs appear in the browser console (even in Desktop app) and have to be pre-configured, meaning often we don't capture a log for an error the agents have. Overall, a huge improvement - the IVR is much more flexible, admin is much more manageable, everything is a step up.
I'm a hardware guy, always had panasonic and siemens PBXs. You can't compare them to Fonality. It is so complex to program them and with less functionalities, it is a waste of money and time in my humble opinion. I've also installed my own Asterix servers and used to admin Avaya Enterprise level PBXs and I have a special part in my heart for them but when we started to search for a solution for our new building, Fonality rose among the other services like Vonage. Fonality is the perfect solution for any business that uses Telefone as a marketing and sales platform.
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
It is easy to scale this system, as long as you have the proper technical staff available to support it. Adding users and phones is straightforward. The main work involves having the physical network in place and configuring the networking equipment. Overall, it is not that difficult as long as all of this is in place.
Strategic Agility- Genesys Cloud CX has delivered both immediate cost benefits and long-term value through improved customer relationships, operational resilience, and administrative satisfaction.
Enhanced Customer Experience- With advanced analytics and personalized interactions, we’ve seen an improvement in routing to address customer needs.
Cost Savings and Operational Efficiency- The platform’s cloud-based architecture can eliminate on-premise infrastructure and maintenance in some cases.
