Great investment for our customer focused teams.

D prefer to not be bothered when I'm not at work and it's annoying to have my phone buzzing with something I don't need at 10pm on a Saturday.

Gong blocks out numbers during calls, making it difficult to capture info that had been lost in technical issues.

Great customer service, intuitive for end users, valuable tool across teams. Very positive experience and would recommend this to any Sales, CS or Enablement team to implement.

It's been tough onboarding some of my teammates to the software. That's been the biggest, and only, struggle.

Nothing that I can think of makes me dislike this software.

Easy to use and helpful for our sales reps. The analytics and tracking are also very helpful to improve quality of our team.

It helps me as a team lead to see how my teams calls are going and what to train on. Helps me as a sales person also know how I can increase my efficiency.

It was also an amazing tool for me to be trained and getting up to speed quickly.

Integrates well and easy to use. To the point and effective for the use cases needed by myself and organization.

So far it is good and I am looking forward to seeing more what it can do for me.

The user interface is pleasing and easy to understand/navigate. The search abilities are pretty good too.

The technology is solid and very intuitive. It's nice to have a technology that doesn't cost headaches with functionality and process changes.

I loved this pridcut because it gave me actionable insights into how I could improve as a sales rep.

The warning message at the beginning can be a bit abrupt but it's not the biggest deal in the world.

Its amazing, easy to use, and a great centralized tracker for all account based conversations.

Ease of use, salesforce integration, great brand and strong product innovation.

Stock keywords already pulled out of calls by Gong are relatively strong and the chronological view of communication is extremely helpful for managing the sales team from prospect to customer support.

Sometimes the lagging or it not picking up the correct words.

Sometimes the recorder joins late or not at all but that may be a me error. Overall there are very few changes/gripes that I have for the software.

Gong is really good for helping you learn what you need to improve on. Really good for hearing how you sound and being able to go over with peers and improve.

It integrates pretty seamlessly with different CRM providers - including Salesforce and HubSpot. Using it to trigger workflows in tools like Zapier is a great feature.

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.

US Dollar

Gong's Revenue Intelligence platform captures your customer interactions across phone, web conferencing, and email, understands what was said in these interactions, and delivers insights to help your team win more deals.

Learn how companies like LinkedIn, HubSpot, Pinterest, and Twilio use Gong to win more deals, skyrocket rep success, and gain critical market intelligence.

LongDescription

Call Tagging

Meeting Management

Performance Management

Code-free Development

Sentiment Analysis

Natural Language Search

Competitive Analysis

Call Recording

Collaboration Tools

Sales Trend Analysis

On-Demand Recording

File Transfer

Assessment Management

Recording

Audio / Video Conferencing

Content Management

Statistical Analysis

Performance Metrics

Call Scripting

Training Management

Chat Transcript

Multi-Channel Communication

Contextual Guidance

Event Triggered Actions

Visual Analytics

Reporting & Statistics

Correlation Analysis

Dashboard

Alerts/Escalation

Speech Recognition

Reporting/Analytics

Scheduled Recording

Feedback Management

Call Tracking

Call Monitoring

Archiving & Retention

Third-Party Integrations

Onboarding

Data Management

Search/Filter

AI/Machine Learning

For Sales Teams/Organizations

Sales Activity Management

Contact Management

Automatic Call Distribution

Communication Management

Deal Management

Video Conferencing

Automatic Outbound Dialer

Conversation Intelligence

Labor Forecasting

For Call Centers

Employee Scheduling

Web browser (OS agnostic)

Contact Gong.io for a customized price quote.

Email/Help Desk

FAQs/Forum

Knowledge Base

2-10

11-50

51-200

201-500

501-1000

1000+

Gong.io

Live Online

Webinars

Documentation

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. 

Real-Time Analytics

Call Transfer

Online Voice Transmission

Quality Management

Surveys & Feedback

Multi-Channel Management

Text Analysis

Document Storage

Access Controls/Permissions

Activity Tracking

Transfers/Routing

Customer Segmentation

SMS Messaging

Real-Time Monitoring

Customer Service Analytics

IVR/Voice Recognition

Voice Mail

Auto-Dialer

Blended Call Center

Customer Database

Call Logging

Calendar Management

Automated Routing

Call Center Management

Call Disposition

Progressive Dialer

Data Import/Export

VoIP

Call List Management

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

Inbound Call Center

Phone Key Input

Hotkeys

Call Reporting

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

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.

Gong.io vs Genesys Cloud CX

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