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At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (62.1% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,488)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXOzonetel
Star Rating
(617)4.6 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about OzonetelSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX offers robust Call Routing capabilities, scoring 9.1, which is on par with Ozonetel. However, Ozonetel's overall user experience shines with a higher score of 9.1 in Call Back features, indicating a more seamless process for customers.
- Reviewers mention that Ozonetel excels in Ease of Use with a score of 9.1 compared to Genesys Cloud CX's 8.9. This difference is attributed to Ozonetel's intuitive interface, making it easier for new users to navigate and utilize the software effectively.
- G2 users highlight that Ozonetel's Quality of Support is superior, scoring 9.0 against Genesys Cloud CX's 8.2. Reviewers appreciate Ozonetel's responsive customer service and comprehensive support resources, which enhance the overall user experience.
- Users on G2 report that Ozonetel's Performance Evaluation tools are more effective, scoring 9.2 compared to Genesys Cloud CX's 8.8. This feature allows managers to better assess agent performance and improve training processes.
- Reviewers mention that while both products offer Omnichannel support, Ozonetel's score of 9.0 indicates a more integrated experience across various communication channels, which is crucial for modern customer service operations.
- Users say that Genesys Cloud CX has a strong Voice feature, scoring 9.1, but Ozonetel matches this with a score of 9.1 as well. However, Ozonetel's additional features in Speech Analytics (8.8) provide deeper insights into customer interactions, which is a significant advantage for businesses looking to enhance their service quality.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableOzonetel
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Ozonetel
Free Trial is available
Ratings
Meets Requirements
8.6
1,036
8.9
546
Ease of Use
8.9
1,069
9.1
556
Ease of Setup
8.4
633
9.1
389
Ease of Admin
8.4
585
9.0
264
Quality of Support
8.2
993
9.0
546
Has the product been a good partner in doing business?
8.5
579
9.2
258
Product Direction (% positive)
8.7
938
9.6
547
Features by Category
Messenger
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Not enough data
Channels
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Not enough data
Customers
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
143
9.1
148
|
Verified
8.9
127
9.1
153
|
Verified
9.2
6
Not enough data
Agent Tools
8.6
123
8.6
135
|
Verified
8.6
136
8.9
140
|
Verified
9.2
160
9.2
149
|
Verified
Automation
8.6
120
8.8
126
|
Verified
9.2
145
9.0
134
|
Verified
8.7
107
8.8
126
|
Verified
Agentic AI - Auto Dialer
9.2
6
Not enough data
8.6
6
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Not enough data
Administration
Not enough data
9.5
22
Not enough data
9.4
21
Not enough data
9.2
22
Knowledge Management
Not enough data
9.2
22
Not enough data
9.1
22
Not enough data
9.2
22
Compliance
Not enough data
9.3
24
Not enough data
9.2
23
Not enough data
9.3
23
Not enough data
9.2
22
Customer Support
Not enough data
8.8
23
Not enough data
9.4
23
Not enough data
9.2
23
Data Security
Not enough data
9.4
24
Not enough data
9.3
24
Not enough data
9.4
24
Not enough data
9.3
24
Administration
Not enough data
9.3
21
Not enough data
9.2
21
Not enough data
9.3
22
Generative AI
Not enough data
9.3
14
Quality Assurance
8.7
157
Not enough data
8.6
148
Not enough data
7.7
159
Not enough data
Engagement
8.5
138
Not enough data
8.2
158
Not enough data
8.2
146
Not enough data
Performance
8.5
153
Not enough data
8.9
151
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
342
|
Verified
9.1
197
|
Verified
8.2
202
8.9
175
8.6
234
|
Verified
8.8
163
|
Verified
8.3
202
|
Verified
8.6
169
|
Verified
8.3
233
|
Verified
8.8
168
Generative AI
7.8
68
8.5
121
Functions
8.8
391
|
Verified
8.9
190
|
Verified
8.8
399
|
Verified
9.0
191
|
Verified
8.8
337
|
Verified
9.1
190
|
Verified
8.3
232
|
Verified
8.8
173
8.5
242
|
Verified
9.1
186
|
Verified
9.1
313
|
Verified
9.2
194
|
Verified
8.8
300
|
Verified
9.0
188
8.6
241
9.0
177
|
Verified
Agentic AI - Contact Center
6.7
10
9.3
9
7.8
10
8.9
9
7.1
11
9.4
9
6.7
10
9.6
9
Administrative
8.3
354
|
Verified
8.8
192
|
Verified
8.8
394
|
Verified
9.1
201
|
Verified
7.5
429
|
Verified
9.1
205
|
Verified
8.8
284
|
Verified
9.0
184
|
Verified
8.4
256
9.1
186
|
Verified
Functionality
Not enough data
9.1
145
Not enough data
9.0
141
Not enough data
9.0
133
Support
Not enough data
9.0
128
Not enough data
9.0
133
Not enough data
9.1
135
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Not enough data
Platform
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Not enough data
Autonomy - AI Agents
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
56
Not enough data
8.9
59
Not enough data
9.0
56
Not enough data
8.5
59
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Workforce Management
8.7
171
Not enough data
8.6
161
Not enough data
8.5
152
Not enough data
8.2
150
Not enough data
8.0
118
Not enough data
Administration
8.1
144
Not enough data
8.5
163
Not enough data
8.4
170
Not enough data
7.9
143
Not enough data
8.5
152
Not enough data
Administration
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Not enough data
Security
9.3
24
Not enough data
9.4
23
Not enough data
Messaging Channels
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Not enough data
Administration
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Not enough data
Platform
8.7
146
9.0
151
7.8
131
8.9
150
8.8
165
9.0
153
9.2
167
9.1
154
8.8
162
9.1
154
9.2
160
9.2
154
9.1
162
9.2
149
Generative AI
7.6
60
8.8
103
Workforce Management
8.9
153
9.1
155
8.8
150
9.2
153
Call Center Infrastructure (CCI)
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Not enough data
Administrative
9.0
159
9.3
156
8.2
160
9.2
157
Customer Support
9.0
35
8.8
42
8.9
36
8.8
41
8.5
34
9.0
43
Automation
8.7
33
9.0
44
8.6
37
9.0
43
9.0
35
9.1
43
Artificial Intelligence
9.0
35
9.1
42
8.8
35
8.9
43
9.0
33
8.8
43
Generative AI
7.8
28
8.4
17
7.6
28
8.7
17
8.2
28
8.0
17
Communication
8.6
172
|
Verified
8.7
24
|
Verified
8.4
175
|
Verified
9.2
24
|
Verified
8.4
130
8.3
23
8.5
142
8.3
24
|
Verified
8.4
97
8.6
24
Internal Use
8.4
174
|
Verified
8.7
27
|
Verified
8.6
167
|
Verified
8.5
23
|
Verified
8.4
128
|
Verified
8.9
25
8.4
144
|
Verified
8.8
25
8.2
137
|
Verified
8.6
23
|
Verified
8.4
137
|
Verified
9.2
23
|
Verified
Generative AI
Not enough data
8.9
57
Self-Service Experience
Not enough data
9.3
85
Not enough data
9.2
84
Not enough data
8.9
82
Not enough data
9.0
81
Not enough data
Feature Not Available
Self-Service Platform
Not enough data
9.1
83
Not enough data
9.1
88
Not enough data
8.9
83
Not enough data
9.1
89
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
9.3
5
Not enough data
9.3
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Not enough data
Process
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Not enough data
Channels
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
Not enough data
9.1(won by default)
33
Not enough data
Insight
9.3(won by default)
30
Not enough data
9.0(won by default)
35
Not enough data
8.9(won by default)
33
Not enough data
9.3(won by default)
30
Not enough data
Generative AI
7.5
27
9.4
13
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Not enough data
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
9.2
6
6.2
10
9.4
6
Calling
9.4
60
9.2
161
8.6
54
8.5
142
8.8
59
9.2
154
8.8
59
9.4
155
8.7
10
10.0
5
Contacts
8.6
57
8.9
148
8.5
56
8.7
144
8.4
54
8.8
146
Insights
8.5
55
8.8
142
8.9
57
9.1
150
8.5
57
8.6
138
8.1
52
8.4
138
8.1
51
8.6
136
8.1
9
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.6
19
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Not enough data
Automation
8.2
20
Not enough data
8.2
19
Not enough data
7.5
19
Not enough data
Autonomy
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and Ozonetel are categorized as Speech Analytics, Auto Dialer, Outbound Call Tracking, Live Chat, Call Center Infrastructure (CCI), Contact Center, and Customer Service Automation
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Conversational Marketing, Social Customer Service, VoIP Providers, Contact Center Workforce, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, and Co-Browsing
Ozonetel is categorized as Contact Center Knowledge Base, Communication Platform as a Service (CPaaS), and Customer Self-Service
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Ozonetel
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
10.8%
Financial Services
10.4%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Financial Services
14.9%
Hospital & Health Care
8.2%
Consumer Services
7.4%
Education Management
7.0%
Health, Wellness and Fitness
6.5%
Other
56.0%
Alternatives
Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
What is Ozonetel CloudAgent used for?
2 Comments
Official Response from Ozonetel
It is used as an omnichannel CX platform for enabling customer communications for functions such as marketing, sales, customer support and service and others. Read more
How to add / change IVR options from admin login?
1 Comment
Official Response from Ozonetel
We can enable the IVR module to the client account.
Admin can choose from the drop down menu. Easy to create an IVR flow and map them to the campaign...Read more
Ozonetel has no more discussions with answers
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