Genesys Cloud CX vs eGain Solve comparison

Cancel
You must select at least 2 products to compare!
eGain Logo
117 views|104 comparisons
Genesys Logo
1,859 views|1,298 comparisons
Comparison Buyer's Guide
Executive Summary

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

Find out what your peers are saying about Microsoft, Salesforce, Zendesk and others in CRM Customer Engagement Centers.
To learn more, read our detailed CRM Customer Engagement Centers Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
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."
  • More Genesys Cloud CX Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.
    765,386 professionals have used our research since 2012.
    Questions from the Community
    Ask a question

    Earn 20 points

    Top Answer: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… more »
    Top Answer:Its comprehensive single application includes everything from reporting to IVR and workflows.
    Top Answer:Genesys offers three types of licensing: CX One, CX Two, and CX Three. The pricing varies based on the number of agents in my contact center, with lower costs for fewer agents and higher costs for… more »
    Ranking
    Views
    117
    Comparisons
    104
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    1st
    Views
    1,859
    Comparisons
    1,298
    Reviews
    7
    Average Words per Review
    956
    Rating
    9.0
    Comparisons
    Also Known As
    Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
    Learn More
    Overview
    eGain Communications Corporation provides cloud (or hosting) and on-site customer interaction software for sales and service. Products and Services eGain 10 Suite eGain 10 helps businesses engage, acquire, and serve customers through multiple interaction channels. It offers applications built on a one-of-a-kind customer interaction hub platform that provides 360-degree customer context and actionable knowledge to enhance every customer interaction. eGain 10 consists of: eGain Interactive Sales Suite to transform B2C Websites into interactive shopping destinations. eGain Service Suite to transform traditional call centers into knowledge-powered multichannel customer interaction hubs. eGain CIH, a multichannel customer interaction hub (CIH) platform that provides centralized business rules, interactions, knowledge, workflow, analytics, administration, and integrations to all applications. eGain Adapters for integrating with call center, business, content, and email systems. A special edition of eGain 10, eGain 10 for Cisco Unified CCX, provides a pre-integrated, multichannel interaction solution for use with Cisco Unified Contact Center Express. eGain 10 includes the following applications for Web, social and contact center interactions: Web Customer Interaction Applications eGain Offers helps businesses engage visitors on the company Website and Facebook fan pages with proactive, targeted offers. Using browsing behavior and other attributes, the solution anticipates visitor needs and proactively serves a personalized offer. It leapfrogs existing proactive chat point_ solutions by providing coupons, promotions, surveys, personalized content and contextual help in the form of FAQ, chatbot, chat, click to call, and cobrowse options. eGain Chatbot enables businesses to offer text and speech chat interactions with one or more virtual assistants (chatbots). Multilingual, emotionally and culturally intelligent, the eGain Chatbot is capable of understanding natural language. It can be deployed on Websites and mobile devices and supports integration with assisted chat channels. eGain Cobrowse enables phone and chat reps to show customers around the Website, help locate information, and hand-hold_ them during complex, anxiety-ridden tasks, such as completing forms or checking out shopping carts. Access to Web page views and actions is controlled through user roles and business rules. eGain Chat enables Website visitors to conduct text and video chats with agents. It gives representatives a set of tools for serving customers in real- time. eGain Chat supports two-way, follow me_ Web browsing so that agents and customers can lead each other to specific Web pages for faster issue resolution. eGaccording to the customer_s convenience or be established in real-time. eGain SelfService is a solution supporting a set of self-service access options in the industrydynamic FAQs, topic-based browsing, natural language search, guided help, virtual assistant technology, and case tracking. eGain SelfService offers a combination of multi-access self-service capabilities built on a collaborative knowledge management framework within eGain OpenCIH Platform. The modules of this application are: eGain Portals enables organizations to provide distinctive, productive, and brand-aligned self-service experiences. Powered by eGain Multisearch knowledge access technology, it brings together the power of a set of knowledge access methods, federated search, process intelligence, multilingual capabilities, and look and feelall behind a single search boxfor distinctive, on-target self-service. eGain Guided Help gives customers interactive access to the company_s knowledge base, allowing them to find answers and troubleshoot problems by themselves at their convenience. It uses search and reasoning technology, coupled with natural language and linguistic processing to search, suggest additional questions, and recommend solutions. eGain MessageCenter enables messaging between a business and its customers. eGain MessageCenter is a Web-based portal for customers to read confidential messages, including attachments. eGain Widgets enable contextual access to knowledge and account information through mobile devices and Web pages. eGain Survey helps contact centers, ecommerce sites, and customer portals connect with their customers in an immediate way by eliciting feedback at various points of contact. Social Customer Interaction Applications eGain Social is an application for social customer service knowledge harvesting and single-sourced social publishing, and reputation management. It enables businesses to monitor social networks, such as Facebook, Twitter, and blogs for customer queries, analyze their content, analyze search results for sentiment, route them intelligently, and post responses privately or back to the social cloud in media appropriate format. eGain Community enables the creation and management of online communities or forums, community knowledge harvesting, and single-sourced publishing. Contact Center Applications eGain Mail is an application for processing inbound customer emails and providing email customer response. Its features, such as messaging, lifecycle audits, and real-time archival provide customers a management platform for their enterprises. eGain Mail allows companies to deliver service through process automation, optimized user interface, and reports. Additional modules are as follows: eGain SecureMail for authenticated Web-based access to confidential emails. It is used in financial services sector and other regulated industries. eGain EncryptedMail for encrypted email payload delivered to the customer_s mailbox (push), complementing eGain SecureMail (invitation to secure Website to share payload). eGain Fax and eGain SMS to enable timely responses to faxes (and postal mail) and SMS with the same infrastructure that is used to handle emails. Optical Character Recognition (OCR) technology is used to process faxes and postal mail. eGain CallTrack is a flexible phone call logging system. Together with eGain KnowledgeAgent, it provides an integrated application for phone call logging, tracking, and resolution, as well as follow-on task management for service fulfillment. eGain KnowledgeAgent empowers contact center agents with knowledge management and is designed to make all agents as productive and capable as the enterprise_s agent. eGain KnowledgeAgent uses patented search and reasoning technology coupled with natural language and advanced linguistic processing to search, suggest additional questions, and recommend solutions. eGain Multisearch enables simple search-based access to various types of federated content and guided help. eGain IVR enables phone self-service experiences by adding human-like intelligence to interactive voice response, or IVR and unifying it with other interaction channels, including Web self-service. eGain Notify is an easy-to-use application for managing and delivering automatic reminders, alerts, and updates at all stages of the customer relationship cycle. It is used to provide customer service by sending alerts to customers via multiple interaction channels, such as email, phone, and SMS. eGain SME is an enterprise collaboration tool that allows subject matter experts (SMEs), to participate in the process of resolving customer queries. Flexible Deployment Options eGain customers can choose from multiple options: on-site, cloud, managed, and solution as a service. They can choose a hybrid model or switch from one deployment type to another. Consulting and Education The company_s professional services organization provides consulting and education services. Consulting Services: The company_s consulti

    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
    Bell Aliant, Barclays PLC, NETRADA, Replacements, Rust-Oleum, Scottish and Southern Energy Plc, Southern Water, Virgin Mobile, Vodafone Portugal, Yorkshire Water
    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
    Top Industries
    VISITORS READING REVIEWS
    Financial Services Firm17%
    Government13%
    Energy/Utilities Company13%
    Computer Software Company11%
    VISITORS READING REVIEWS
    Educational Organization18%
    Computer Software Company13%
    Financial Services Firm12%
    Government7%
    Company Size
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise13%
    Large Enterprise72%
    REVIEWERS
    Small Business44%
    Midsize Enterprise11%
    Large Enterprise44%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise27%
    Large Enterprise55%
    Buyer's Guide
    CRM Customer Engagement Centers
    March 2024
    Find out what your peers are saying about Microsoft, Salesforce, Zendesk and others in CRM Customer Engagement Centers. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    eGain Solve is ranked 13th in CRM Customer Engagement Centers while Genesys Cloud CX is ranked 1st in Contact Center Platforms with 8 reviews. eGain Solve is rated 0.0, while Genesys Cloud CX is rated 9.0. 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". eGain Solve is most compared with Microsoft Dynamics CRM, whereas Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX.

    We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.