# Upland InGenius Reviews **Vendor:** Upland Software **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.4/5.0 **Total Reviews:** 14 ## About Upland InGenius Upland InGenius is a Computer Telephony Integration (CTI) platform that integrates CRM and call center systems to increase productivity. InGenius enables agents to deliver personalized experiences with AI while protecting technology infrastructure investments. With InGenius, agents have a single pane of glass to work from, reducing call handling time and increasing case handling capacity. By aligning telephony data with CRM data, your organization can gain immediate insights into customer behavior and make data-driven decisions that improve the employee and customer experience. Experience a seamless connection between your Salesforce, Microsoft Dynamics 365, or ServiceNow CRM and your Cisco, Genesys, Avaya, or Asterisk business phone system. ## Upland InGenius Pros & Cons **What users like:** - Users praise the **friendly and engaged support team** of Upland InGenius for their helpful assistance. (1 reviews) - Users value the **helpful support team** at Upland InGenius, enhancing their overall experience with the product. (1 reviews) ## Upland InGenius Reviews ### 1. Upland **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2025 **What do you like best about Upland InGenius?** Upland has a very friendly and engaged support team. They are very helpful. **What do you dislike about Upland InGenius?** There isn't anything to dislike. Always positive experience. **What problems is Upland InGenius solving and how is that benefiting you?** We are trying to provide a more connected experience. ### 2. InGenious works great **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** April 05, 2024 **What do you like best about Upland InGenius?** InGenious works great in our Service Now ITSM enviornment as well as our Sales Force CRM. The interface is straight forward and easy to use. Customer Support responds quickly to issues that come up. **What do you dislike about Upland InGenius?** InGenius does not keep up with the Service Now Release cadence which effects our upgrade cycle, had to wait on Ingenious certification with new Releases which puts us behind our release schedule. **What problems is Upland InGenius solving and how is that benefiting you?** Accruately tracks user information in our tickets and Sales force cases ### 3. Awesome telephony SaaS, great integration with Dynamics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Upland InGenius?** As a long time customer of Ingenius, we've deployed several of their solution versions in our production environments. Each time, they performed flawlessly and were always supported by the best-in-class support team at Ingenius. The necessary customizations we needed were provided seamlessly and the resulting performance exceeded our expectations, for both our on-premise and cloud implementations. **What do you dislike about Upland InGenius?** Would be nice to see InGenius expand beyond voice and offer a complete omnichannel solution...hope this is already on their product roadmap **What problems is Upland InGenius solving and how is that benefiting you?** Complete integration with our CRM system makes for an effective and efficient solution. ### 4. Easy to use software which really helps in monitoring overall activities **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2023 **What do you like best about Upland InGenius?** The reports are really helpful in understanding the pain areas of client and finding a permanent solution for it. Helps in keeping a track record and very easy to use. **What do you dislike about Upland InGenius?** There is nothing to dislike about it. It just works perfectly for me. **What problems is Upland InGenius solving and how is that benefiting you?** It really helps in understanding the repeated complaints/queries of customers and provide a permanent solution for them. ### 5. A Communication Must Have! **Rating:** 3.5/5.0 stars **Reviewed by:** Magdalena K. | Account Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 18, 2023 **What do you like best about Upland InGenius?** The software is user-friendly and easy to use. Logging calls is super simple, you can leave a note which can be helpful when you're working in a team or need to go back to one of your old calls. **What do you dislike about Upland InGenius?** Sometimes I experience connectivity issues. If it does not reconnect automatically, I have to manually fix the issue and refresh it, which can be time consuming and interrupt the workflow. **What problems is Upland InGenius solving and how is that benefiting you?** It enables coworkers to see each other's call logs which makes communication with partners much simpler. There is no need to share notes between us in other platforms. ### 6. Decent system to use **Rating:** 4.0/5.0 stars **Reviewed by:** Christy N. | Independent Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2020 **What do you like best about Upland InGenius?** When it connects the connection is great, clearer and more consistent that other soft phone systems I've used like Five9. It also doesn't crash, kick you out, randomly lose sound, or generally act up as much as Talkdesk. **What do you dislike about Upland InGenius?** It does have occasional connection issues, and will sometimes not connect at all or freeze and boot us out. These issues aren't frequent though and happen far less often than other phone apps our workplace has used. **Recommendations to others considering Upland InGenius:** Be patient while trying to connect, sometimes it takes a few tries. **What problems is Upland InGenius solving and how is that benefiting you?** It's great for connecting our calls to the Salesforce program which makes it easier to keep everything connected under one program and help our customers. It did help our overall performance to be faster and smoother. ### 7. Excellent CTI for use with Salesforce.com **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** June 17, 2021 **What do you like best about Upland InGenius?** We have been using InGenius for the last year in our call center. After a thorough review of CTI products, we chose InGenius based on perceived ease of use and support. I have to say we were not disappointed. Set up was straightforward, our implementation, including a robust internal testing, took a week. Ease of administration was key to our success both in the InGenius admin tool and Salesforce Integration. Our agents are now more productive with click to dial and click to create, they are more informed with screen pops. We were also able to migrate all of our reporting within Salesforce to track agent productivity for call/case/activity. We have two agent models supported, one with Onmi-channel and one strictly phone. Support has been outstanding during the entire process, it is beyond what I have expected of a vendor. **What do you dislike about Upland InGenius?** I would like to see tighter integration with the phone systems so we can see real-time metrics. Expansion into custom object access and cleaner call log process **What problems is Upland InGenius solving and how is that benefiting you?** Shorten time to identify callers. Improved productivity with click to dial/click to create. ### 8. InGenius - Productivity Boosting Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Angelika R. | CRM Application Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2021 **What do you like best about Upland InGenius?** We have been using InGenius for a few years now so I feel comfortable in stating that InGenius has been a fabulous productivity-boosting tool for our inside sales teams when used in conjunction with our Mitel phones and Salesforce. We found that the initial install and setup was easy and straightforward. The admin configuration and customization tool has allowed us to tailor it to our exact needs. There was one feature that wasn't working with our user's workflow so I reached out to support to see if they could help. They offered a solution by building a custom workflow for us which greatly improved our ease of use. The customer service and support teams are top-notch. I never hesitate to reach out to them because they always respond quickly and are happy to resolve any question or issue to our satisfaction. **What do you dislike about Upland InGenius?** I have nothing negative to say about our experience with InGenius. **What problems is Upland InGenius solving and how is that benefiting you?** We use InGenius as a productivity booster tool for our inside sales teams. They are able to click-to-dial customers, log calls, and manage their accounts quickly all on a single screen. ### 9. Great Customer Support Services **Rating:** 4.5/5.0 stars **Reviewed by:** Brooke E. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2019 **What do you like best about Upland InGenius?** Our support representatives have been very involved in helping our organization build the right product for us. They have been able to assist us with all of our questions with a very quick turnaround. We have been working through our POC with them to define what this product will look like for us and how we can make our Service Desk the most efficient we can be and they have been able to guide us thoroughly through the development. **What do you dislike about Upland InGenius?** So far, I cannot say there is anything that I dislike about this application and the company. **What problems is Upland InGenius solving and how is that benefiting you?** Utilizing a product that will help make our service desk more efficient with call volumes and faster turnarounds to help increase our FCR. Having the tool within Servicenow directly will help increase efficiency and will help drive employee and customer satisfaction rates with reducing the amount of work, the complexity of using several different systems, and overall wait times. ### 10. In Genius Adaptative Usage with ServiceNow **Rating:** 4.5/5.0 stars **Reviewed by:** Felipe A. | Senior Technical Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2019 **What do you like best about Upland InGenius?** CTI Process control, management across Call service and dashboard for KPI Call Center service inside with CSM features. **What do you dislike about Upland InGenius?** limited platform usage, can be applied for messaging and other things include such HR and service portal calls. **What problems is Upland InGenius solving and how is that benefiting you?** CTI integration across servicenow and ITSM ### 11. Customer Service **Rating:** 4.0/5.0 stars **Reviewed by:** Kelly C. | PM, Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2019 **What do you like best about Upland InGenius?** Chris is very knowledgeable about the application. **What do you dislike about Upland InGenius?** There is nothing that I can think of at this time. **What problems is Upland InGenius solving and how is that benefiting you?** The phone integration with Service Now is beneficial for our users. ### 12. InGenius is good, but can be improved **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 16, 2018 **What do you like best about Upland InGenius?** Fairly simply to use with SalesForce. **What do you dislike about Upland InGenius?** Two points: The pop-up screen that launches during a call is too large and hides important data. Program frequently has to be re-launched after every call. **Recommendations to others considering Upland InGenius:** Address size of pop-up to see if they can make it smaller Find out why we have to keep reloading throughout the day **What problems is Upland InGenius solving and how is that benefiting you?** Speed - I can reach out to candidate more quickly and accurately. ### 13. Easy to install - easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Jeremy M. | IT Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2016 **What do you like best about Upland InGenius?** I like the seamless integration it has with Salesforce. Our users spend less time looking for contact information when they have it already in salesforce. The logging feature is nice as well. **What do you dislike about Upland InGenius?** There's not much to dislike. The interface might be too simple but it doesn't need to be complex **Recommendations to others considering Upland InGenius:** It's simple to set up and their support staff is more than happy to assist you! **What problems is Upland InGenius solving and how is that benefiting you?** Simple one-click calling that integrates with our phone system. ### 14. Great easy system **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Civic & Social Organization | Small-Business (50 or fewer emp.) **Reviewed Date:** October 31, 2016 **What do you like best about Upland InGenius?** We've been using Ingenius for a few months and its been great. Easy set up with no desktop installation. **What do you dislike about Upland InGenius?** Price is not too bade but could be cheaper **What problems is Upland InGenius solving and how is that benefiting you?** The system was needed to coordinate the office calls and it's done all that and more. ## Upland InGenius Discussions - [What is InGenius used for?](https://www.g2.com/discussions/what-is-ingenius-used-for) - [View Upland InGenius pricing details and edition comparison](https://www.g2.com/products/upland-software-upland-ingenius/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-14+10%3A47%3A44+-0500&secure%5Bsession_id%5D=a025ee23-bc26-473b-9674-e375e01a6ece&secure%5Btoken%5D=4129341d1df1babe6d3e3dbb994b3963047007f196d92af8690bcf5ad44b8445&format=llm_user) ## Upland InGenius Features **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **ServiceNow Apps** - ServiceNow Integration - Value **Generative AI** - AI Text-to-Speech **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution - Natural Language Interaction **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Agentic AI - ServiceNow Store Apps** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Contacts** - Personalization - Information Locater - Record Prospect Data **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Insights** - Notes - Daily Summary - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking ## Top Upland InGenius Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,460 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (592 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,424 reviews)