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Smooch vs Genesys Cloud CX Comparison

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Overview

Lightweight and intuitive suite of SDKs for iOS, Android and Web-based application developers featuring backend integration

Category Leaders

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

  • 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
$

95

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

75

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

User reviews

5.0

5

4

3

2

1

1

0

0

0

0

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

5

4

3

2

1

48

54

11

3

4

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

Not enoughreviews yet

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.

Cons

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.

  • Vendor responds to reviews
  • Last review3 years ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features13
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • CRM
  • Calendar Management
  • 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
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Sharing
  • File Transfer
  • Gamification
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Knowledge Base Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multiple Parties
  • Multiple Scripts
  • Negative Feedback Management
  • Open Database Design
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Progressive Dialer
  • Purchasing & Receiving
  • 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
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Software Development
  • 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
  • Website Integration
  • Website Visitor Tracking
  • Total features121
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • CRM
  • Calendar Management
  • 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
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Sharing
  • File Transfer
  • Gamification
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Knowledge Base Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multiple Parties
  • Multiple Scripts
  • Negative Feedback Management
  • Open Database Design
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Progressive Dialer
  • Purchasing & Receiving
  • 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
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Software Development
  • 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
  • Website Integration
  • Website Visitor Tracking

Integrations

  • Total integrations14
  • Dropbox Business
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • Google Drive
  • Google Workspace
  • HubSpot CRM
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • Microsoft Teams
  • Pipedrive
  • Salesforce Sales Cloud
  • Slack
  • SugarCRM
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations30
  • Dropbox Business
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • Google Drive
  • Google Workspace
  • HubSpot CRM
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • Microsoft Teams
  • Pipedrive
  • Salesforce Sales Cloud
  • Slack
  • SugarCRM
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM