Genesys Cloud CX vs. Ooma Office

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.

Incentivized

[Ooma Office has] good customer service: this is important in our business as we have 24/7 phone service and rely on any tech issues being solved quickly. The price point is very good for small businesses. Being able to block robo / spam calls with one click is a huge plus as it saves us time on the phone and cleans up our incoming calls for the future.

Incentivized

• Standard omnichannel routing - multiple-media interactions are handled well.
• WFM - agent scheduled, workload balancing, forecasting, etc.
• 3rd Party Integrations - Easy integration with CRMs, DBs. ADs etc.
• We are exploring Predictive Routing & finding is useful so far.
• Reporting is also very useful & informative.

• Saving money: Ooma Office saves a bundle compared to what we were paying for Verizon business phone services.
• The mobile app is the most helpful part of Ooma Office for us. We can be "in the office" anywhere, even if we're telephonically.
• The automated assistant can be invaluable in routing calls and handling frequently asked questions.

Incentivized

• Updates can come quickly and release notes can be missed
• We use a large number of queues. It's hard to keep track as reporting seems to be limited to around 500 at a time
• Dashboards aren't as adaptable as they could be

Incentivized

• Cell phone app could be a little easier to use.
• Ooma Desktop needs some tweaking to make it more user friendly.
• I would like my 800 number to be assigned to my personal mailbox vs. having to have its own extension.

Incentivized

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

Incentivized

We have found it very easy to configure, manage, and expand our phone operations with Ooma Office. We needed a reliable phone network as this is the first means of communication for our customers - Ooma has made it a lot easier for us to manage. Their support is also available 24x7 so that's a huge plus.

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.

Incentivized

If I had to rate Ooma Office’s overall usability on a scale from 1 to 10, I’d give it a solid 9 out of 10.From my experience, the setup was incredibly straightforward — honestly one of the easiest systems I’ve ever rolled out for a small business. The dashboard is clean, user-friendly, and doesn’t take a tech-savvy person to navigate. Within a short time, our team was up and running without needing IT support.What I really appreciate is how intuitive the call handling features are — forwarding, voicemail, virtual receptionist — it’s all laid out in a way that just makes sense. Plus, the mobile app makes it super convenient to stay connected when I’m not in the office.

Incentivized

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.

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.

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.

Incentivized

Ooma Office support is always available. I've never been on the phone with them for longer than 5 minutes. They are knowledgable, have great active listening skills, are able to make recommendations on how to make Ooma Office work even better for you, and wait times to speak with an agent are reasonable and typically less than 1 minute.

Incentivized

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

Incentivized

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.

Incentivized

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.

Incentivized

Have a plan in place before you start the implementation, open communication with the staff on the changes being made, prepare a reference guide on the system and how to navigate the new setup. Budget and allocate time for helping staff learn the new system. Consolidate and coordinate all the questions internally before reaching out to support.

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.

Incentivized

We use Ooma Office for everyone in the company including mobile users. It has allowed us to eliminate the spam callers as well give our mobile and remote users the ability to make business calls - from any device, from anywhere, at any time - without having to worry about any long distance charges, or without giving up their personal telephone numbers (at home or cellular).

Incentivized

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.

• 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.

Incentivized

• Nearly 60% reduction in telephone costs; results were almost immediate
• 10-15% reduction in time spent on the phone or on calls that may not be revenue impacting.
• I can literally take my office with me anywhere! I can use my Ooma equipment anywhere I have access to HSI!