Home > Call Center Software > Genesys Cloud CX > Genesys Cloud CX vs Plivo

Genesys Cloud CX vs Plivo

Last Updated: November 18th, 2024

Our analysts compared Genesys Cloud CX vs Plivo based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Genesys Cloud is a cloud-based call center software that provides businesses with a comprehensive suite of tools to manage customer interactions. It's designed for businesses of all sizes, from small startups to large enterprises, and offers a wide range of features to meet the needs of any call center. Some of the most popular features include: omnichannel routing, IVR, call recording, and analytics. Genesys Cloud is also highly customizable, so businesses can tailor it to their specific needs.

Genesys Cloud is a powerful and flexible call center software that can help businesses improve their customer service. It's easy to use, affordable, and offers a wide range of features. If you're looking for a call center software that can help you improve your customer service, Genesys Cloud is a great option.

Plivo is a cloud-based communication platform that excels in providing services tailored for call centers, among other communication needs. It's particularly well-suited for businesses looking for scalable, reliable solutions to manage their customer interactions through voice calls. One of the key benefits of Plivo is its ability to seamlessly integrate with existing business systems, allowing for a more streamlined operation. Users often highlight its robust set of features, including voice call functionality, SMS capabilities, and advanced call routing, which collectively enhance the efficiency of call center operations. When compared to similar products, Plivo is frequently praised for its clear pricing structure, which typically involves a pay-as-you-go model, making it a cost-effective choice for businesses of all sizes. This flexibility in pricing, combined with its comprehensive feature set, positions Plivo as a competitive option for businesses aiming to optimize their call center performance.

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Small

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Large

Small

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Large

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Android

Chromebook

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Mac

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Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

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Product Insights

Work Remotely: Connect partners, vendors and customers with staff from anywhere in the world to streamline communication and improve business outcomes.
Increase Security: Protect data with logical isolation, strong encryption, multi-factor authentication and stringent security standards
Simplify Configurations: Empower frontline agents and managers to design, automate and create workflows without IT. Design IVR workflows with an engaging and intuitive drag-and-drop editor that can configure prompts, sub-menus and data dips.
Innovate: Deploy a deep and broad set of AI-powered capabilities without disruptions or downtime, encouraging rapid access to new functionalities.

Boost SMS Capabilities: Get a minimum base rate of 40 SMS per second. Send text messages to thousands of people at high speed using SMS short codes (short numbers that can be read and remembered easily)
Improve Call Functionalities: Make conference calls through an application and create/set up using the product's application API. Assign a number to this app and call that number to connect to a conference call.
Optimize Inbound and Outbound Integration: Integrate existing phone systems or call center software. Make outbound calls, receive inbound calls and save call recordings, call logs and billing information.

Customer Self-Service: Use speech-enabled IVR and Natural Language Understanding (NLU) to help customers resolve issues without the need for a live agent. Simplify support experiences and offer 24/7 assistance with conversational voice bots and AI-powered chatbots. Design a knowledge base of support resources for customers and agents..
Cloud CX Voice: Get public access to any subscribed cloud CX service via VoIP telephony through new or existing phone numbers..
Bring Your Own Carrier (BYOC): Integrate with any cloud-based or on-site carrier to unify communications and supplement existing infrastructure.
Inbound Routing: Ensure positive, consistent customer experiences with call routing, voicemail, custom greetings and an automated callback option for when lines are busy.
Outbound Campaigns: Target the right customers through predictive dialing and proactive outreach through customers’ preferred channels. Engage website visitors with personalized messages. Decrease the volume and variability of inbound communications.
Workforce Engagement: Monitor agent performance and support employee development through interactive training, such as gamifying contact center KPIs. Maintain quality across customer experiences with monitoring and forecasting enhanced by AI.
Unified Communications: Enhance customer interaction rates by allowing agents to work from anywhere in the world. Connect business users, contact center users, partners, vendors and customers to boost agent response times and business outcomes.
Reporting and Analytics: Analyze an agent’s performance on a single dashboard and generate reports to track call times, resolution rates, service levels, customer satisfaction and other integral KPIs. Manage multiple teams and channels.
Digital Channels: Route digital communications to the appropriate agent based on content analysis. Create long-lasting live conversations through SMS and web messaging apps with minimal risks of losing content and context. Co-browsing and screen-sharing capabilities allow agents to be hands-on in resolving customer queries.

SMS API
- Support: Communicate with customers in any language, including Japanese, Arabic and Chinese, along with emojis and symbols via built-in Unicode, GSM and character set support.
- Long Message Concatenation: Eliminate the chances of sending split messages and access automatically concatenated long messages seamlessly across global networks.
- Delivery Report Notification: Receive global delivery notification of messages in real time and track performance and delivery rates of accounts.
- Messaging Queuing: Send multiple messages in a single API request.
- MMS Rich Media Support: Send and receive videos, photos, picture clips and audio clips using the same phone number.
- Message Body Purging: Delete message content from the detail record and purge debug logs after 30 days.
- Data Protection: Get access to disable mask phone numbers and logging to protect personal information.
- Smart Rate Limiting: Stay docile with messaging frequency and regulations for source numbers in different countries.
- Automatic Opt-Out Handling: Handle replies such as cancel and stop on long codes automatically.
- Intelligent Message Encoding: Ensure delivery of messages to Unicode's unsupportive networks by replacing Unicode characters with similar GSM characters.
- Number Pooling: Boost delivery rate by spreading messages across many phone numbers to reach users in time.
- Conversion API: Ensure the best delivery with real-time feedback from the application.
- Local Match: Access a local number to send messages to users from different regions to improve read rates.
Voice API
- Play Audio Prompts: Play pre-recorded audio files during live calls and create announcements, prompts or music on hold.
- Text-to-Speech: Speak with customers in 28 accents by choosing from a suite of SSML voices powered by Amazon Polly.
- Dual-Channel Call Recording: Record, retrieve and store calls. Recordings are stored encrypted and dual-channel by default.
- Custom Caller ID: Increase the connect rates for outbound calls and set a custom caller ID number that should show up on caller’s phones.
- Digit Input: Recognize digits from an agent’s keypads during a live call and control call flow based on the input.
- Global Conference Calling: Integrate audio conferencing and multi-party calls into apps and build advanced call center functionality.
- IVR Menus: Create IVR menus with text and audio for prompts. Direct customers to the right team, department or agent and build IVR applications with automatic speech recognition (ASR).
- Parallel and Sequential Dialing: Forward calls to various phones in sequential order or at once and build call hunting sequences.
- Supervisor Coaching: Improve agent performance by providing real-time coaching on live calls.
- Call Whisper: Announce customized whisper messages before the call gets answered by a support or sales agent.
- Answering Machine Detection: Detect whether a call got answered by a machine or human and plan future actions accordingly.
- Voicemail Transcription: Get access to real-time, premium and accurate voicemail transcriptions.
- Platform Queuing: Make several inbound calls with a single API request.
- Real-time Call Notification: Receive callbacks over webhooks in real time and get detailed information, including call status, duration and billing info using API.
- Detailed Debug Logs: Troubleshoot or debug issues faster by drilling down to the details to analyze root causes.
- Server Side SDKs: Program in any language with server-side SDKs in Java, Python, C#, PHP, Node.js and Golang
- Reusable Templates: Add strong functionality quickly with an array of ready-to-use templates.
Zentrunk
- IP Authentication: Access or authenticate SIP trunks using IP credentials or authentication for added security.
- Encrypted Trunks: Secure trunks with Secure Real-Time Transport Protocol (SRTP) and Transport Layer Security (TLS).
- Fraud Protection and Alerts: Detect and get automatic alerts to any fraudulent activity on the account.
- Self-Service: Easily manage and access account analytics, SIP trunks and logs.
- Separated Trucks: Initiate easy traffic management and segmentation with the SIP domain.
Phone Numbers
- Search: Look for prefixes or numbers ranging across more than 120 countries and refine results based on region, capabilities and number types.
- Purchase: Get frictionless allocation, purchase and instant activation and make purchases at sub-account or account levels.
Number Lookup API: Determine number type, carrier, country and format for any phone number across the globe starting at $0.004 per API request.

Product Ranking

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#31

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Analyst Rating Summary

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User Sentiment Summary

84%

of users recommend this product

Genesys Cloud CX has a 'great' User Satisfaction Rating of 84% when considering 798 user reviews from 4 recognized software review sites.

90%

of users recommend this product

Plivo has a 'excellent' User Satisfaction Rating of 90% when considering 578 user reviews from 5 recognized software review sites.

4.3 (460)

4.5 (419)

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4.46 (78)

4.1 (107)

4.5 (76)

4.6 (59)

3.7 (3)

3.8 (172)

4.0 (2)

Awards

Synopsis of User Ratings and Reviews

Usability: According to 89% of users who evaluated this aspect, the software is relatively easy to learn and use.

Customer Service: 96% of users who mentioned this were satisfied with the product’s customer service.

Price: The product offers the best features for the price, according to 88% of users.

Features: Approximately 83% of users said that the product offers robust features that help save call center minutes. It also has many pre-built functions, such as the "press one to accept," that give users the ability to quickly create a prototype of the user interaction without any coding requirement.

Scalability: The platform is feature-rich according to about 100% of users. It comes with SMS failure detection and notification capabilities that help enhance operational workflows.

Customization: The product offers rich customization capabilities according to 100% of users.

Customer Support: According to 100% of users, support representatives promptly answer all urgent support needs.

User Interface: Approximately 100% of users said they like the product's user interface because of its simplicity. It can also integrate easily with other software.

API: The product offers an easy and well-documented API according to 100% of users.

Feature Performance: According to 45% of users who evaluated this aspect, the software is lacking in some of its advertised features. Specifically, workflow processes can lag when the number of data tables and flow results increase.

Add-ons: According to 60% of users, the product lacks many added features such as RCS capabilities, bridge libraries that can translate XML format to other formats and community support.

Documentation: More than 80% of users said that documentation is very detailed and tedious.

Genesys Cloud is an omnichannel contact center solution that streamlines customer relationships. It brings calls, chats, emails and other communications into one centralized interface to produce seamless interactions. Users report that the interface covers the essentials and is easy to use and configure. They are also impressed by its customer support, noting that it’s easy to get through to representatives and resolve problems. However, some users say that the product would benefit from more advanced functionality and improvement to some of its basic features. In all, Genesys Cloud is suitable for businesses of all sizes that wish to offer comprehensive customer support.

Plivo is a cloud-based communication system that helps digitize and modernize business interactions. Users can automatically interact with peers and customers in over 190 countries using text messages. Based on reviews, the product offers a modern, intuitive and easily navigable interface. It is scalable, customizable and offers several features that optimize tasks. On the downside, users complain about the unavailability of many add-ons to make processes smoother. Moreover, the initial documentation is also incredibly daunting. All in all, it's an ideal choice for all small, mid, large and new businesses in almost all sectors.

Screenshots

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FAQ

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