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Genesys Cloud CX vs Call Center Studio Comparison

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Overview

Category Leaders

Genesys Cloud CX is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built...

Category Leaders

Call Center Studio is a web-based pay-as-you-go CCaaS packed with everything your operations need to become a 360-degree...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

75

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.2

144

5

4

3

2

1

65

60

12

3

4

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.5

47

5

4

3

2

1

29

14

4

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future.
Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users.
I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.

Pros

But the most good part is customer support. They are all friendly and helpful.
So it is an easy and clever choice to use CCS Platform. The CCS team on the other hand is amazing.
Alotech has a web interface that allows you to call your customers and colleagues whereever you are. It has an easy setup and sound quality is good.

Cons

The local product support and channel in Africa is lacking or Genesys have not exposed this to us. Very frustrating having to deal with an offshore direct relationship in EMEA.
It's hard to read and when extracting the data and the formatting is hard to read / follow.
There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.

Cons

The connection problems really hinder my job and waste my time.
It can be confusing if you don't know what you are looking at.
Connections problems may be the only thing that make my interaction lower.
  • Vendor responds to reviews
  • Last review12 days ago
  • Vendor responds to reviews
  • Last review7 months ago

Key features

  • Total features125
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Batch Processing
  • Blended Call Center
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transcription
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Coaching Tools
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • File Sharing
  • File Transfer
  • Gamification
  • Help Desk Management
  • Hotkeys
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Integrations Management
  • Interaction Tracking
  • KPI Monitoring
  • Knowledge Base Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multiple Parties
  • Multiple Scoring Models
  • Multiple Scripts
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Recording
  • Online Voice Transmission
  • Open Database Design
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recording
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Contacts
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Telemarketing Management
  • Template Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Unified Communications
  • Video Conferencing
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features125
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Batch Processing
  • Blended Call Center
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transcription
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Coaching Tools
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • File Sharing
  • File Transfer
  • Gamification
  • Help Desk Management
  • Hotkeys
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Integrations Management
  • Interaction Tracking
  • KPI Monitoring
  • Knowledge Base Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multiple Parties
  • Multiple Scoring Models
  • Multiple Scripts
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Recording
  • Online Voice Transmission
  • Open Database Design
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recording
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Contacts
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Telemarketing Management
  • Template Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Unified Communications
  • Video Conferencing
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations33
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations11
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Genesys Cloud CX logo

Genesys Cloud CX

Customizable Call Center

Reviewed 3 years ago
Pros

Opens up multiple lines of communication across the business, allowing for easy communication between employees. Many call center tools, including recording calls, and quick customization of inbound call flow. The help center is also very extensive, I was able to find everything I was looking for when customizing our setup.

Cons

In the browser, Purecloud will occasionally stop accepting input from any microphone, regardless of how the settings are configured. The only fix I have found for this problem was to delete the cache and cookies from my browser. Purecloud browser was also unable to accept sound input from any device including the built in microphone on an Mac laptop.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Genesys Cloud CX logo

Genesys Cloud CX

Awesome

Reviewed a year ago

Overall I am excited to continue to use this product I do think it’s going to have a lot of great assets!! It looks like from what I have seen you can message call even video chat within the product so I think it is going to be great for a small call-center potentially even a larger call-center environment.

Pros

It’s a new system for me, it’s great for showing the activity in the queue currently, it is also great for messaging when you need to send a quick message to your team mates- even provides you a small notification on your pop-up as well as a small “noise” or “chime” for each change

Cons

Being a new system I haven’t got to play with all of the features, the one con that I am seeing so far is the notification is very small it doesn’t really “draw your eye in”. The chime is perfect not super distracting but the notification just kind of pops up and fades away.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend1/10

Share this review:

Genesys Cloud CX logo

Genesys Cloud CX

Pure Cloud and its disasters

Reviewed 5 years ago

For the past 6 months we have suffered ongoing service outages, large scale loss of call center report data, HIPAA violations

Pros

Tech support people are great, but dealing with a deeply flawed product

Cons

Unreliable service 24x7, lack of ability to record and report on IVR data, frustrating user experiences data - agents kicked off queue, lines down.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Genesys Cloud CX logo

Genesys Cloud CX

Poor End user support

Reviewed 5 years ago

Not so good

Pros

Ease of use Technically superior Great product with very comprehensive and flexible functionality which makes works easier

Cons

Unreliable service 24x7, lack of ability to record and report on IVR data We experienced large scale loss of call center report data

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Genesys Cloud CX logo

Genesys Cloud CX

A Step Up From Previous Call Center Software, But Prone To Errors

Reviewed 2 years ago

While PureCloud has had its frustrating glitches, I find that it works far better and more intuitively than previous call center software. Having access to a number of features all in one place, rather than spread out across multiple programs, truly provides ease of mind.

Pros

PureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best.

Cons

Prone to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role.