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Genesys Cloud CX vs. Verint Workforce Engagement (discontinued)

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Genesys Cloud CX

757 Reviews and Ratings

Verint Workforce Engagement (discontinued)

31 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

    Verint Workforce Engagement (discontinued)

    Score6.9 out of 10
    		N/AVerint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities. The product is discontinued.N/A
    Pricing
    Genesys Cloud CXVerint Workforce Engagement (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
    No answers on this topic
    Offerings
    Pricing Offerings
    Genesys Cloud CXVerint Workforce Engagement (discontinued)
    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 CXVerint Workforce Engagement (discontinued)
    Considered Both Products
    Genesys
    Mathew Wan
    Workforce Scheduler in Customer Service at Visionstream NZ (Telecommunications, 51-200 employees)
    Chose Genesys Cloud CX
    The vendor convinced us with great customer service skills; compared to the other reps from the other companies, this one really convinced us. Prices were similar but it was the enjoyable customer experience that sold us. We did think twice as Genesys is not based in New …
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    Verint is an old tool most companies use, doesn't have the new features Genesys Cloud provides us.
    Incentivized
    Paul Soulodre
    Workforce Management Reporting/Analytics in Professional Services at Alberta Motor Association (Insurance, 1001-5000 employees)
    Chose Genesys Cloud CX
    This is only a forecasting and scheduling tool and it has been very useful in the past but the advantage of having Genesys Cloud is we do not have to set up any integrations with other systems as it is all connected already.
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    This is really for the same reasons I stated previously. The usability of Genesys Cloud is better with its visual appeal, simplicity, and flexibility. Although I do not have specific complaints about the other systems, I would select PC over them. Another area I appreciate …
    Incentivized
    James Riley
    Services Team Lead - UC Architect in Professional Services at Dimension Data (Information Technology and Services, 10,001+ employees)
    Chose Genesys Cloud CX
    I am a 25+ year veteran of deploying and supporting the Cisco UCCE product set. The level of ease in deploying Genesys Cloud versus all the UCCE software plus the third party product sets or add-ons to have a comparable offering is unmatched. With less than a year experience …
    Incentivized
    Gilbert Chinapen
    System Administrator in Information Technology at Sportsbet (Gambling & Casinos, 501-1000 employees)
    Chose Genesys Cloud CX
    Compared to the many other contact center products, Genesys Cloud

    • Offered local support presence
    Incentivized
    Rebecca Hunt
    Professional in Manufacturing at Coca-Cola European Partners (Consumer Goods, 1001-5000 employees)
    Chose Genesys Cloud CX
    Having worked with both InContact & Avaya in the past all systems have their pro's & cons. Working with Genesys Cloud gave us a tool that fits seamlessly into our organization and offered us much more spec versus what we were used to, Genesys Cloud gave us back control of our …
    Incentivized
    Kymberli O'Hagan
    Workforce Management Analyst in Information Technology at Alberta Motor Association (Consumer Services, 1001-5000 employees)
    Chose Genesys Cloud CX
    The omni features within Genesys Cloud, such as Webchat, Email queuing, and Social media Interactions well surpass what was offered by Avaya. Genesys Cloud still has some areas within Email and Webchat where some improvements could be done. However, the flow and ease of these …
    Incentivized
    Verint
    Gilbert Chinapen
    System Administrator in Information Technology at Sportsbet (Gambling & Casinos, 501-1000 employees)
    Chose Verint Workforce Engagement (discontinued)
    Verint WFM provides a lot more functionalities which met our requirements. It is also integrated with a wider range of CRM systems.
    Incentivized
    Rebecca Hunt
    Professional in Manufacturing at Coca-Cola European Partners (Consumer Goods, 1001-5000 employees)
    Chose Verint Workforce Engagement (discontinued)
    I haven't actually used any other WFO solutions as yet Verint has been apart of our organization since 2008/9 and i have been managing it since 2013/14. I have looked at alternative solutions in the past but none seem to ever come up to the same standard as Verint in all areas. …
    Incentivized
    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 CXVerint Workforce Engagement (discontinued)
    Contact Center Software
    Comparison of Contact Center Software features of Genesys Cloud CX and Verint Workforce Engagement (discontinued)
    Feature
    Genesys Cloud CX
    8.7
    412 Ratings
    Verint Workforce Engagement (discontinued)
    -
    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 APIs7.8275 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 Verint Workforce Engagement (discontinued)
    Feature
    Genesys Cloud CX
    8.7
    391 Ratings
    Verint Workforce Engagement (discontinued)
    -
    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
    User Ratings
    Genesys Cloud CXVerint Workforce Engagement (discontinued)
    Likelihood to Recommend
    8.6
    (434 ratings)
    8.5
    (11 ratings)
    Likelihood to Renew
    9.0
    (38 ratings)
    7.2
    (8 ratings)
    Usability
    8.6
    (69 ratings)
    8.0
    (1 ratings)
    Availability
    8.2
    (6 ratings)
    -
    (0 ratings)
    Performance
    8.1
    (6 ratings)
    -
    (0 ratings)
    Support Rating
    6.2
    (100 ratings)
    9.0
    (1 ratings)
    In-Person Training
    8.7
    (5 ratings)
    -
    (0 ratings)
    Online Training
    8.4
    (11 ratings)
    -
    (0 ratings)
    Implementation Rating
    7.0
    (20 ratings)
    8.0
    (1 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)