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Genesys Cloud CX vs wolkvox 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

wolkvox helps contact centers manage communication via mobile devices, landlines, video calls, email, SMS, and more on a...

  • 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

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

50

56

11

3

4

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

4.7

5

4

3

2

1

35

14

1

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.

AR

Anonymous Reviewer

Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users.

AP

Amanda P.

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.

my

mawj y.

Pros

Not enoughreviews yet

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.

TC

Tashwill C.

It's hard to read and when extracting the data and the formatting is hard to read / follow.

PB

Paul B.

It's an expensive product that struggles with concurrent licensing models and mixed license types.

Jonathan J.

Cons

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review21 days ago
  • Vendor responds to reviews
  • Last review8 days ago

Key features

  • Total features121
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Appointment Management
  • Audio Capture
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Transcription
  • Blended Call Center
  • CRM
  • Calendar Management
  • Calendar/Reminder System
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Concatenated Speech
  • Conferencing
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Fields
  • Customizable Macros
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Sharing
  • File Transfer
  • Forecasting
  • Gamification
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Knowledge Base Management
  • Lead Capture
  • Lead Generation
  • Lead Management
  • List Management
  • Live Chat
  • Local Caller ID
  • Macros/Templated Responses
  • Manual Dialer
  • Marketing Automation
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Negative Feedback Management
  • Open Database Design
  • Opportunity Management
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Pipeline Management
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Progressive Dialer
  • Projections
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Sales Forecasting
  • Sales Pipeline Management
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Telemarketing Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Unified Communications
  • Video Conferencing
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voice Recognition
  • Website Visitor Tracking
  • Workflow Management
  • Workforce Management
  • Total features103
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Appointment Management
  • Audio Capture
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Transcription
  • Blended Call Center
  • CRM
  • Calendar Management
  • Calendar/Reminder System
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Concatenated Speech
  • Conferencing
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Fields
  • Customizable Macros
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Sharing
  • File Transfer
  • Forecasting
  • Gamification
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Knowledge Base Management
  • Lead Capture
  • Lead Generation
  • Lead Management
  • List Management
  • Live Chat
  • Local Caller ID
  • Macros/Templated Responses
  • Manual Dialer
  • Marketing Automation
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Negative Feedback Management
  • Open Database Design
  • Opportunity Management
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Pipeline Management
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Progressive Dialer
  • Projections
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Sales Forecasting
  • Sales Pipeline Management
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Telemarketing Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Unified Communications
  • Video Conferencing
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voice Recognition
  • Website Visitor Tracking
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations30
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrationsN/A
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM