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Convoso vs Genesys Cloud CX Comparison
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Overview
Convoso is the #1 dialer software for outbound lead gen contact centers. Our omnichannel solution solves the biggest frustrations...
Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one...
- 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
No videos yet
Pricing
Starting from
90
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
75
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
I have learned so much due to their help and many others in the help department and I’m super grateful. I have lot more to learn and love digging into the admin platform and can’t wait to learn more.
My onboarding experience was amazing and super enjoyable. SENSITIVE CONTENT] and [SENSITIVE CONTENT] were incredible.
It has allowed for greater expansion of the business at a much faster clip. We are very pleased with our decision to go with Convoso.
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.
As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us.
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.
Cons
The price for the extra features cost more than replacing the DID. The scam likely feature is not where it needs to be and it does not justify the cost.
Our campaign has very specific needs and the software struggles to customize to our needs. In example, Reporting is restricted to dials when we need records as well.
There would also be times that there's a delay. You might hear a phone call ending , you just need to click reconnect.
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.
Key features
- Total features69
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Answering Machine Detection
- Archiving & Retention
- Auto-Dialer
- Auto-Responders
- Automated Routing
- Automatic Call Distribution
- Automatic Lead Distribution
- Automatic Outbound Dialer
- Blended Call Center
- CRM
- Call Center Management
- Call Conferencing
- 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 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 Journey Mapping
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Employee Coaching Tools
- Employee Scheduling
- Engagement Tracking
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Feedback Management
- File Sharing
- File Transfer
- For Call Centers
- Full Text Search
- Gamification
- Help Desk Management
- Hotkeys
- IVR/Voice Recognition
- Inbound Call Center
- Integrations Management
- Interaction Tracking
- KPI Monitoring
- Knowledge Base Management
- Knowledge Management
- Labor Forecasting
- Lead Capture
- Lead Distribution
- Lead Generation
- Lead Management
- List Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Parties
- Multiple Scripts
- NPS Survey Structure
- Negative Feedback Management
- 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
- Real-time Updates
- Reminders
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- SIP Trunking
- SMS Messaging
- Sales Activity Management
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Single Sign On
- Social Media Integration
- 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
- Trend Analysis
- Unified Communications
- Video Conferencing
- Virtual Assistant
- Visual Analytics
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Website Visitor Tracking
- Widgets
- Workflow Management
- Workforce Management
- Total features154
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Answering Machine Detection
- Archiving & Retention
- Auto-Dialer
- Auto-Responders
- Automated Routing
- Automatic Call Distribution
- Automatic Lead Distribution
- Automatic Outbound Dialer
- Blended Call Center
- CRM
- Call Center Management
- Call Conferencing
- 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 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 Journey Mapping
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Employee Coaching Tools
- Employee Scheduling
- Engagement Tracking
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Feedback Management
- File Sharing
- File Transfer
- For Call Centers
- Full Text Search
- Gamification
- Help Desk Management
- Hotkeys
- IVR/Voice Recognition
- Inbound Call Center
- Integrations Management
- Interaction Tracking
- KPI Monitoring
- Knowledge Base Management
- Knowledge Management
- Labor Forecasting
- Lead Capture
- Lead Distribution
- Lead Generation
- Lead Management
- List Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Parties
- Multiple Scripts
- NPS Survey Structure
- Negative Feedback Management
- 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
- Real-time Updates
- Reminders
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- SIP Trunking
- SMS Messaging
- Sales Activity Management
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Single Sign On
- Social Media Integration
- 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
- Trend Analysis
- Unified Communications
- Video Conferencing
- Virtual Assistant
- Visual Analytics
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Website Visitor Tracking
- Widgets
- Workflow Management
- Workforce Management
Integrations
- Total integrations15
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
- Total integrations34
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
Alternatives
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