We performed a comparison between Calabrio WFM and Genesys Cloud CX based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."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 most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"The latest version and updates have been great. It really has everything we need."
"Genesys Cloud is an excellent platform."
"The stability is really good."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"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."
"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"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."
"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."
"AI still needs improvement when it comes to predictive engagement."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
Earn 20 points
Calabrio WFM is ranked 7th in Workforce Engagement Management while Genesys Cloud CX is ranked 1st in Workforce Engagement Management with 8 reviews. Calabrio WFM is rated 7.8, while Genesys Cloud CX is rated 9.0. The top reviewer of Calabrio WFM 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 "No restrictions on what the solution can do; new integrations with other cloud solutions". Calabrio WFM is most compared with Verint Open CCaaS, NICE CXone, Aspect Workforce Optimization, NICE Workforce Optimization and Genesys PureConnect, whereas Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Pega CRM.
See our list of best Workforce Engagement Management vendors.
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