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Genesys Cloud CX vs. Puzzel Contact Centre Solution

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Genesys Cloud CX

757 Reviews and Ratings

Puzzel Contact Centre Solution

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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

    Puzzel Contact Centre Solution

    		N/AN/APuzzel, headquartered in Oslo, offers their Contact Centre Solution, providing a cloud-based ominchannel (e.g. messaging, voice, email, web chat, etc.) platform designed to support customer interactions for companies of all sizes.N/A
    Pricing
    Genesys Cloud CXPuzzel Contact Centre Solution
    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 CXPuzzel Contact Centre Solution
    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 CXPuzzel Contact Centre Solution
    Considered Both Products
    Genesys
    Gordon Dalgleish
    Head of ICT Solutions in Sales at Arvato UK (Outsourcing/Offshoring, 1001-5000 employees)
    Chose Genesys Cloud CX
    We were after an enterprise solution that was easy to migrate from Genesys Connect.
    Moving to Genesys Cloud (formerly PureCloud) was the most cost effective for us. Additionally we investigated transactional-based solutions, and Genesys Cloud (formerly PureCloud) gave us an …
    Incentivized
    Puzzel
    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 CXPuzzel Contact Centre Solution
    Contact Center Software
    Comparison of Contact Center Software features of Genesys Cloud CX and Puzzel Contact Centre Solution
    Feature
    Genesys Cloud CX
    8.7
    412 Ratings
    Puzzel Contact Centre Solution
    -
    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 Puzzel Contact Centre Solution
    Feature
    Genesys Cloud CX
    8.7
    391 Ratings
    Puzzel Contact Centre Solution
    -
    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
    User Ratings
    Genesys Cloud CXPuzzel Contact Centre Solution
    Likelihood to Recommend
    8.6
    (434 ratings)
    -
    (0 ratings)
    Likelihood to Renew
    9.0
    (38 ratings)
    -
    (0 ratings)
    Usability
    8.6
    (69 ratings)
    -
    (0 ratings)
    Availability
    8.2
    (6 ratings)
    -
    (0 ratings)
    Performance
    8.1
    (6 ratings)
    -
    (0 ratings)
    Support Rating
    6.2
    (100 ratings)
    -
    (0 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)