Calabrio ONE vs Genesys Cloud CX comparison

Calabrio and Genesys are both solutions in the Workforce Engagement Management category. Calabrio is ranked #7, while Genesys is ranked #1 with an average rating of 8.8. Calabrio holds a 8.7% mindshare in CCO, compared to Genesys’s 30.1% mindshare. Additionally, 81% of Calabrio users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.

Calabrio ONE

Read 32 Calabrio ONE reviews

476 Views
356 Comparison Views

81% willing to recommend

Genesys Cloud CX

Read 11 Genesys Cloud CX reviews

2,073 Views
1,420 Comparison Views

100% willing to recommend

Calabrio ONE

Genesys Cloud CX

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Calabrio ONE and Genesys Cloud CX based on real PeerSpot user reviews.

Find out in this report how the two Workforce Engagement Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Calabrio ONE vs. Genesys Cloud CX Report (Updated: October 2024).

Buyer's Guide

Calabrio ONE vs. Genesys Cloud CX

October 2024

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Helped 814,649 peers since 2012

Categories and Ranking

Calabrio ONE

Ranking in Workforce Engagement Management

7th

Average Rating

7.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Genesys Cloud CX

Ranking in Workforce Engagement Management

1st

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (1st)

Mindshare comparison

As of November 2024, in the Workforce Engagement Management category, the mindshare of Calabrio ONE is 8.7%, up from 8.0% compared to the previous year. The mindshare of Genesys Cloud CX is 30.1%, up from 29.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management

Featured Reviews

Gaye Stone

Customer Service Analyst/Scheduler at Tucson Electric Power

Dec 10, 2018

The Copy Schedule Activities reduces time spent for changing activities. Agents are not able to cancel an approved request in the Time Off Request area.

I cannot speak about the difference for the QM software. My main use is of the WFM software. A few of the features were "nice to have" features, but version 9.3 had some "deficiencies". The main problem was not being able to run scenarios in a pseudo scheduling area, so the way Calabrio is now, agents can possibly see test scenarios. Another problem is the Time Off Request area. Agents are not able to cancel an approved request through this area. The sorting/filtering could be improved upon greatly. We are scheduled to upgrade to version 10.0, which will resolve many of the issues we do not like about the current version that we are using. Update: We are still on version 9.3 and looking forward to upgrading.

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ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Mar 27, 2024

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules."

"The integration of CTI within the IT system is a particularly valuable feature."

"Predictive engagement and gamification are valuable features with good inbound functionality."

"Genesys Cloud is an excellent platform."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"The latest version and updates have been great. It really has everything we need."

"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

More Genesys Cloud CX pros

Cons

"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."

"Being able to "publish" or rerun the schedule for only one agent would be ideal."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

"The cost needs to be improved, and it should be easier to integrate."

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

More Genesys Cloud CX cons

Pricing and Cost Advice

Information not available

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"I rate Genesys Cloud CX's pricing a one out of ten."

"The pricing is a bit expensive."

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Top Industries

By visitors reading reviews

Healthcare Company

17%

Financial Services Firm

12%

Government

11%

Computer Software Company

Educational Organization

21%

Computer Software Company

12%

Financial Services Firm

11%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Ask a question

Earn 20 points

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

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What is your experience regarding pricing and costs for Genesys Cloud?

Pricing is rather expensive. Integration capabilities are costly and not easy.

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Comparisons

Verint Open CCaaS vs Calabrio ONE

Compared 26% of the time

Genesys PureConnect vs Calabrio ONE

Compared 20% of the time

NICE CXone vs Calabrio ONE

Compared 17% of the time

More Calabrio ONE Competitors

Amazon Connect vs Genesys Cloud CX

Compared 19% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 13% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Finesse vs Genesys Cloud CX

Compared 3% of the time

More Genesys Cloud CX Competitors

Product Reports

Buyer's Guide

Workforce Engagement Management

October 2024

Download Calabrio ONE product report

Buyer's Guide

Genesys Cloud CX

October 2024

Download Genesys Cloud CX product report

Also Known As

Calabrio

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Learn More

Calabrio

Genesys

Overview

Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer.

Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity.

Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015). The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program.

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Sample Customers

Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Buyer's Guide

Calabrio ONE vs. Genesys Cloud CX

October 2024

Free Report: Calabrio ONE vs. Genesys Cloud CX

Find out what your peers are saying about Calabrio ONE vs. Genesys Cloud CX and other solutions. Updated: October 2024.

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