Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
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Twilio
Score 7.0 out of 10
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Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.
$0
per min per participant
Pricing
Genesys Multicloud CX (discontinued)
Twilio
Editions & Modules
No answers on this topic
Programmable Video
$0.0015
per min per participant
WhatsApp Business API
$0.0042
Per WhatsApp Template message sent
WhatsApp Business API
$0.005
Per WhatsApp session message
Elastic SIP Trunking
$0.007
Per min for termination
Programmable Messaging
$0.0075
per message sent or received
Programmable Voice
$0.0085
per minute to receive a call
Programmable Voice
$0.013
per min to make a call
Elastic SIP Trunking
$0.045
Per min for origination
Twilio Conversations
$0.05
per active user per month
Twilio Authy
$0.09
per authentication
Programmable Wireless
$0.1
per MB
Twilio Flex (Contact Center)
$1
per active user hour (5000 hours free)
Programmable Wireless
$2.00
per SIM card
Twilio SendGrid Email API
$14.95
per month up to 100k emails. (Up to 40k emails free for 30 days)
Twilio SendGrid Marketing Campaigns
$15
per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
Twilio Flex (Contact Center)
$150
per named user per month (5000 hours free)
Offerings
Pricing Offerings
Genesys Multicloud CX (discontinued)
Twilio
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts.
2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price.
3. Start building today with free trial credit and full API access.
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
Twilio is well suited to sending SMS reminders to prospects on the lead-up to sales appointments. This has helped us improve attendance rates for these meetings. We also use Twilio to communicate with these prospects post-meeting to make offers on products and services and for feedback on their meeting.
VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
The level of details for report customization is another strong point.
Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
Authy does not support the "push button" multi-factor authentication from your application's native apps. This means if you want to use Authy, you still need to use TOTP based codes.
Not really a shortcoming of Authy, but it does nothing to help with multi-factor authentication using text messages - those are still sent to your platform's messaging app.
Authy doesn't always display how much time is left before your current token expires, making it difficult to know how much time you have left to enter the current code.
Genesys Contact Center Portfolio is an expensive product to purchase and maintain. Once committed to, it is also an expensive product to replace. That said, our company is constantly evaluating Genesys and other contact center technology vendors to determine which will provide us with the best ROI.
We are happy with Twilio because the price per message is low. The API is not difficult to implement and the documentation is very complete. Twilio as a company keeps you well informed of issues that happen. They also offer free online workshops or conferences to make notices of new laws, etc.
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Overall the product API is extremely well documented so it is very easy to build a product with their technology. The website is a little bit cumbersome to use as they have greatly expanded the number of products that they have over the years, but the dashboard UI has not been improved much since.
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
The problem tends to be us, the user, rather than Twilio. We don't reach out to support fast enough (spend time struggling), but when we have, they've solved our issue immediately. We are rural, so there are signal issues to accommodate, however, we find that a few staff on a few cellular networks can triangulate where we all have signal to put up a sign.
Giving this rate especially for eServices support team which help us immediately and pin point the issue directly. Most of the time, we raised issue to genesys support regarding to social media, they're replied a solution or a way to get rid of the problem after sending initial response which means they cared about the case.
Good interface to connect with different API systems for communication through different channel[s]. Twilio has good market coverage of the client across the globe for generating revenue through multi-channel approach. It works with [a] programmable feature that makes life easy for every user. Automated call is one of the advance[d] feature[s] of this tool.
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
We have looked at some of Twilio competitors, like Infobip, Sich and Bandwith. Prices on all of them for voice minutes and SMS are way cheaper than Twilio. But none of them seem to offer as many features and ease of use as Twilio. Specially from an API point of view
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
Custom Kiosk application using generic interaction for walk in customers improved the efficiency of the lobby staff by almost 200%
QA tools allow for automation of many aspects and the efficient management of scoring and recording .
Manages all types of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
Manages reporting on of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
Centralized support tools allow for small staff to support and administer all parts of the system
Integration of all modules allows for active, real time passing of data to provide real time speech analytics, qa, reporting, workforce management and general interaction management
We found that associates who had the opportunity to respond to a survey about their assigned job were 37% more likely to return to a job site
We were able to reduce the number of resources required to manually respond to associates using Twilio Studio, so those resources could have more time to complete other tasks
We were able to scale the number of associates who received survey messages at least by a factor of 8 without increasing our resource demand
