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
RingCentral Contact Center
Score 8.1 out of 10
N/A
RingCentral Contact Center is an AI-first contact center offers a set of cloud-based software plans with basic features including support for inbound and outbound call centers and IVR and ACD capabilities. Advanced features include analytics, real-time call reporting, workforce optimization analytics, and omni-channel integration with SMS, email, and social media platforms.
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 …
RingCentral does everything that Zoom does, but people tend to be more use to saying "I'll Zoom you" then mention RingCentral. A lot of companies use Teams for Calls, but it is in no way customizable like RingCentral is, and if I had to start my own business or sales team, we …
oh I dont know where to start... Openphone notifications are shown less than 50% of the time, vonage looks so minimalistics that you feel you dont have what you need. maybe the agents will be fine but not from a management perspective. Fuze I used for very little and I dont …
With Amazon Connect we are able to merge with our own report tools. This has helped us to keep a better track of our reporting and segment it has much as we needed to. While it took us some time t complete the intergration, the Amazon Connect family was very helpful in having …
RingCentral Contact Center is the easiest to use and understand. Its interface is more accessible and visually appealing than Microsoft Teams. It has the social/enjoyable aspect with the integration of emojis and gifs, but not to the seemingly comical level of Slack.
RingCentral Contact Center's application is much more intuitive than Nextiva's application. It's also easier to configure. It also has a lot of functionality that Nextiva does not. For example, RingCentral will transcribe Voice mail messages for us, whereas Nextiva does not. …
Ring Central is one of the most simplified contact centre solutions in the market. They have multiple contact centers including one in partnership with Nice CXOne. One difference I have seen in all these solutions is the level of support. Cisco leads in support but they have …
When using Ruby and Lex, we utilized their actual human receptionists to receive and transfer calls, and used RingCentral for calls/texts on personal cell phones. Now we use our own in house receptionist and still use RingCentral the same way we always did, but we also now use …
The user interface of the Ring Central Contact Center is much better than others. Also, the price and cost of implementing, using, and maintaining the product are comparatively lower than others. So, a maximum set of features according to the cost and price. Other than that, …
RingCentral Contact Center offered a lot more than the other systems that I have used. I cannot overemphasize that it has everything and does multiple things that most of its competitors do not. I think that it combines the features of those systems with Slack and even Google …
The cost was much lower than Cisco, but functionality and usability were the same. The cost was the deciding factor for our business. 8x8 is cheaper and has much more fucntionality
RingCentral had the best uniform platform to blend our call center with our mobile users, had the best native contact center and a good Salesforce connection.
Ring Central is definitely more user friendly to use. It's also really nice to have access to the app so you can communicate with your customers on the go
RingCentral Contact Center has a more robust feature set that is tailored to our use cases in sales and customer success. Because volume calling and call quality are so important to ConnectAndSell's business, we require the same level of quality and capacity for our vendors as …
Prior to using RingCentral we used a standard POTS telephony system which did not meet our expanding needs. RingCentral a great improvement especially from a Salesforce integration standpoint.
RingCentral Contact Center is a competitive tools that can be compared to other tools, our business chose RingCentral Contact Center due to its smooth and user friendly interface and functions that can see the report of agents that are in call or available. It has many …
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.
I think RingCentral Contact Center could be well suited to any workplace. I think it does well in the reliability and ease of use departments, and that covers 90% of what you need from a phone system. The added modern integration benefits are the cherry on top! I'm not sure how the pricing model works, so maybe that would be the only limiting factor as far as scenarios where RingCentral Contact Center would not be as well suited.
Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it.
Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica).
Ease of use: It works well whether in the office or WFH (which many employees do regularly.
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 have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service
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.
RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.
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.
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
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.
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.
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.
RingCentral Contact Center is the easiest to use and understand. Its interface is more accessible and visually appealing than Microsoft Teams. It has the social/enjoyable aspect with the integration of emojis and gifs, but not to the seemingly comical level of Slack.
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.
With RingCentral Contact Center we were able to connect with our customers. The feature that allows the call to be sent to the first available rep ensured that this happened.
Also, my favorite feature is the call recording and transcription feature. This allowed me to get the customer's emails without asking them to repeat if I missed them the first time. Hence, happier customers and more meetings.
RingCentral Contact Center also made it very easy to set up a mailbox for customers to leave messages and reassure them that they've connected with the right person.
