Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users.

The user interface is instinctive and so user friendly.

There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail.

I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

I least like the customer support and change management. We have had issues during normal working hours with no warnings because changes were made and were not communicated.

Mine overall experience pretty good and i have learnt lot of new things in this platform, so its really helping me to grow in my career in technical front.

MOS scores for every call built in (intelligent analysis tool). Concurrent model allows to scale at lower additional costs compared to named model.

Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.

Lack of basic functionality such as copy and paste. Java can be slow to respond.

Self serviced, easy to use SaaS solution for your customer care environment.

To have all this without having to have an on premise environment is amazing.

Layout, very nice to look at and relatively user friendly. Combination of staffing outlook when viewing a timeline.

The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA.

The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for.

So, far we can't fault it and have seen an uplift in sales, customer experience and internally the learning curve is a breeze and our users find it easy to use. Which saves time and money overall.

It is difficult to determine where calls are going. The system does not currently record calls between users.

Email search - Unable to search emails by any text or subject. Unable to resign emails.

Customer service is not good in my experience, their responses were always delayed. They had  several site outages that impacted production.

Some of our employees will work 1 day a week and the return on an employee for working such minimal time is difficult to see how the Agent pricing model works for us.

Amazing integration with several applications like salesforce, chat bot, emails, whats app.

They provided dedicated personalized support during our roll out/go live and have continuing to support us through our ongoing business as usual operations ever since.

It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first.

Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and  innovative.

I liked this software because of its ease of being modified to meet our specific needs but on the other hand it needs to review its cost.

Intuitive to use, powerful capabilities with built-in worforce management (scheduling) and quality management.

We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality.

The best thing is, it is really ready to go software for the contact centres, you can even start to work on day 2 with a simple integrations.

It is easy to use this product it is like a rock.

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.

As this is a SAAS platform, the updates from Genesys also really important and it seems they are doing this really good.

The interface is easy to use and there are several reports templates to provide historical information for the interactions, performance, queues, etc.

Process automation and technical testing. It has allowed me to grow professionally and improve costumer experience.

The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.

Seamless integration, great product and feature rich under continual development - all in one place resouce.

The phone tree has a few glitches to be aware of, and is difficult to learn so mistakes are inevitable if you make changes in house.

My overall experience is a with Genesys has been great. The cloud is the future of landlines.

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.

PureCloud offers terrific analytics that are easy to access. It's also easy to add/remove or change users instantly when needed.

Overall it has been a learning curve without any formal training, but after a month I had a pretty good idea on what I was looking at.

More ringtones needed - only one provided and it gets very irritating when in an office. Email interactions function needs refining.

It's an expensive product that struggles with concurrent licensing models and mixed license types.

Ease of use and the ability to quickly move from contact to contact.

Easy management of contacts and leads based on a broad range of variables, and efficiently keep in contact with them and filter down to the real sales opportunities.

I like software that is versatile, and this one seems specifically built for telemarketers.

Very good, not give them and excellent since there is always room for improvements.

Amazing outbound phone dialer at a very affordable price. This software product is a snap to learn.

It's simple, fast, customer support and onboarding is great. Plus, it rakes in money like you wouldn't beleive.

Despite the integration issues this tool is great. I spend much more time speaking with people rather than leaving voicemails.

It tracks The Who what and when all I have to do is focus on giving my best when I get a live caller.

It has been great using PhoneBurner as it has helped at going through thousands of potential customers really effectively and efficiently, and filter based on a host of variables.

Phone burner integrates seamlessly with our Salesforce and Jungo software allowing us to access all of our leads in a highly efficient manner.

PhoneBurner provides a user friendly platform to rapidly hit prospects and improve the likely hood of improving your sales pipeline.

This software allows you to have the most effective communication with your client in a matter of seconds.

We love that the software is constantly evolving for the better, and that the technical support is always responsive and willing to help.

The time saved helps me get on to more calls and more opportunity.

The benefits of the software are endless especially with the ability to integrate with other sales software.

Limitations on sort options are a pain to work around, but workable.

The only issue I have is I always get a no contacts selected error. All I have to do is log back in to sales-force and continue from there.

Not to mention, I'm getting 20-30 follow ups per person per day. It's a little early to tell, but just one conversion from a single day would pay for the software for a year.

After vetting many options, we chose PhoneBurner because it was robust and the best value for the money. We're still in our first week and we've already increased our KPIs.

The support team not only helped me ably, they were always cheerful and pleasant to deal with.

Ease f functions...Has CRM and email platform built-in.

Saves my team so much time, always get a response from their customer care team within minutes. Hands down best Customer Service of any platform I have used.

The software is not simply another tech product but, cost effective without sacrificing the quality of the product.

Ease of use included updates usually have excellent features enhancing it's use.

I learned that I'll probably use them after they institute inbound calling.

Easy to use, customer service, adapts to our needs.

Everything from the free trial, to the ease of using it, to the customer service was excellent.

I accidentally deleted a long list of contacts. Unfortunately, there was no warning pop up.

You pay for problems NOT happening. You pay for not having to fix issues.

I like the ability to upload lists, and call through the list very quickly. Ability to drop emails/voicemails to the contacts without rerecording/retyping.

US Dollar

Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at any moment, beyond just the call center.     Genesys Cloud CX is trusted by thousands of small, medium and large enterprises and recognized as an industry leader across the globe.
With pervasive automation, you can take the right action at the right time to create the best outcome. 
Give your employees the information they need in one application built to engage your employees and boost your team’s performance and is intuitive to use. 
Use Genesys Cloud CX™ as an all-in-one application, easily add hundreds of packaged integrations, or customize the platform and make it your own. 
It deploys in days and continually innovates with upgrades each week. With real-time dashboards and up-to-the-second analytics, Genesys Cloud CX™ provides the insights you need to run your business—no matter where your agents are located. 

LongDescription

Real-Time Analytics

Call Transfer

Online Voice Transmission

Quality Management

Surveys & Feedback

Multi-Channel Management

Text Analysis

Performance Management

Document Storage

Access Controls/Permissions

Activity Tracking

Transfers/Routing

Customer Segmentation

SMS Messaging

Real-Time Monitoring

Customer Service Analytics

IVR/Voice Recognition

Automatic Call Distribution

Voice Mail

Auto-Dialer

Blended Call Center

Communication Management

Customer Database

Call Recording

Call Logging

Calendar Management

Collaboration Tools

Automated Routing

On-Demand Recording

Call Center Management

Call Disposition

Progressive Dialer

Data Import/Export

VoIP

Call List Management

File Transfer

Call Routing

Process/Workflow Automation

Email Templates

Self Service Portal

Text to Speech

Customer Experience Management

VoIP Connection

Help Desk Management

Outbound Call Center

Screen Sharing

Mobile Access

List Management

Proactive Chat

FCC Compliance

Survey/Poll Management

Real Time Data

Transcripts/Chat History

Call Scheduling

Performance Metrics

Inbound Call Center

Call Scripting

Phone Key Input

Hotkeys

Call Reporting

Multi-Channel Communication

Complaint Monitoring

Queue Management

Role-Based Permissions

KPI Monitoring

Social Media Integration

Unified Communications

Multiple Scripts

Predictive Dialer

Email Management

Caller ID

Ticket Management

Campaign Specific Caller ID

File Sharing

Activity Dashboard

Alerts/Notifications

Computer Telephony Integration

Reporting & Statistics

Predictive Analytics

Knowledge Base Management

Telemarketing Management

Website Visitor Tracking

Real-Time Chat

Chat/Messaging

Real-time Consumer-facing Chat

Macros/Templated Responses

Interaction Tracking

Dashboard

Manual Dialer

Multiple Parties

FTC Compliance

Alerts/Escalation

Real Time Reporting

Conferencing

Power Dialer

Open Database Design

Reporting/Analytics

Contact Database

Mac OS

Linux

Web browser (OS agnostic)

Windows 8

Windows 10

Cloud 1: $75USD per user, per month (annual payment available)

Cloud 2: $110USD per user, per month (annual payment available)

Cloud 3: $140USD per user, per month (annual payment available)

For enterprise-level planning, please contact Genesys for more information.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

11-50

51-200

201-500

501-1000

1000+

Genesys Cloud CX

In Person

Live Online

Webinars

Documentation

Videos

PhoneBurner is an outbound dialer and call center solution that empowers agents to conduct wildly efficient yet highly personalized outreach, and engage up to 4x more contacts in live conversations.  The system offers functionalities that include power dialing, lead management, email follow-up, SMS, sales cadence, performance management and analytics.

The PhoneBurner system is a leader in its support of TCPA/FCC compliance and provides cutting edge tools to help teams engage in efficient, effective, and compliant communications. 

Use the built-in CRM, or integrate with Salesforce, HubSpot, Zoho, monday.com and other leading CRMs and apps. Other features include 1-click voicemails,  one-touch emails and SMS, email tracking, custom dispositions, call recording, call transfer, local ID, sales cadence, automatic lead distribution and more.

PhoneBurner scales to any size team and can be managed from one central admin portal. Analytics, reporting and live call monitoring/coaching features offer real-time visibility into ongoing activities and calling performance. The platform is cloud-based and requires no installations, setup fees, or contracts.

The solution is available on a monthly subscription basis and provides customer support via phone and email.

Real Time Analytics

Engagement Tracking

Call Duration

For Democrats

Call Volume

Free Trial - no credit card required. Get unlimited dialing from $126/month paid annually. Sales leaders get an exclusive set of features to manage and monitor reps and scale growth. A non-dialing admin seat is free.

Genesys Cloud CX vs PhoneBurner

User Ratings & Reviews

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