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."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."
"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."
"The stability is really good."
"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."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The latest version and updates have been great. It really has everything we need."
"Being able to "publish" or rerun the schedule for only one agent would be ideal."
"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."
"AI still needs improvement when it comes to predictive engagement."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
Earn 20 points
Calabrio ONE is ranked 7th in Workforce Engagement Management while Genesys Cloud CX is ranked 1st in Workforce Engagement Management with 9 reviews. Calabrio ONE is rated 7.8, while Genesys Cloud CX is rated 9.0. The top reviewer of Calabrio ONE writes "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". On the other hand, the top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". Calabrio ONE is most compared with Verint Open CCaaS, Aspect Workforce Optimization, NICE CXone and Genesys PureConnect, whereas Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Avaya IX Contact Center. See our Calabrio ONE vs. Genesys Cloud CX report.
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