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- Genesys Cloud CX-vs-Intermedia Contact Center
Compare Genesys Cloud CX and Intermedia Contact Center 
At a Glance
Market Segments
Mid-Market (46.2% of reviews)
Mid-Market (42.1% of reviews)
Entry-Level Pricing
No pricing available
Contact Us 1 Seats Per Month
Genesys Cloud CX
Star Rating
(1,396)4.3 out of 5
Market Segments
Mid-Market (46.2% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXIntermedia Contact Center
Star Rating
(25)4.3 out of 5
Market Segments
Mid-Market (42.1% of reviews)
Entry-Level Pricing
Contact Us 1 Seats Per Month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that the "Quality of Support" is significantly higher for Intermedia Contact Center (formerly Telax) with a score of 9.1 compared to Genesys Cloud CX's 8.1, indicating that users feel more supported and valued when using Intermedia.
- Reviewers mention that the "AI" capabilities in Intermedia Contact Center are rated at 9.2, which is higher than Genesys Cloud CX's 8.0, suggesting that users find Intermedia's AI features more effective for automating customer interactions.
- G2 users highlight that "Customization Interface" in Intermedia Contact Center scores 8.7, while Genesys Cloud CX has a lower score of 8.5, indicating that users appreciate the flexibility and ease of customization in Intermedia's platform.
- Users on G2 report that "Workforce Management" features, particularly "Agent Self-Service," are rated higher in Intermedia Contact Center (8.2) compared to Genesys Cloud CX (7.9), suggesting that users find it easier to manage their workforce with Intermedia.
- Reviewers say that "Call Routing" is a standout feature for Genesys Cloud CX, scoring 9.1, which is on par with Intermedia Contact Center, but users mention that Genesys offers more advanced options for routing calls effectively.
- Users report that "Reporting & Dashboards" in Intermedia Contact Center scores 9.2, while Genesys Cloud CX is lower at 7.4, indicating that users find Intermedia's reporting tools more comprehensive and user-friendly for analyzing performance metrics.
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Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableIntermedia Contact Center
Contact Center Pro
Contact Us
1 Seats Per Month
A flexible solution providing advanced contact center capabilities to increase customer satisfaction at scale. Full-featured, omni-channel capable contact center platform. Unlock better productivity and amazing customer experiences by accessing Contact Center voice handling within Intermedia Unite.
Sold with or without Intermedia Unite.
- Inbound Voice Queues
- Supervisor functions including monitor, barge, and whisper
- Real-Time & Graphical Reports
Free Trial
Genesys Cloud CX
Free Trial is available
Intermedia Contact Center
No trial information availableRatings
Meets Requirements
8.6
985
8.5
18
Ease of Use
8.9
992
8.8
18
Ease of Setup
8.3
564
8.1
18
Ease of Admin
8.4
551
8.6
18
Quality of Support
8.1
942
9.1
18
Has the product been a good partner in doing business?
8.4
547
8.9
18
Product Direction (% positive)
8.7
888
8.7
18
Features by Category
Messenger
8.8
20
Not enough data
9.2
23
Not enough data
9.2
22
Not enough data
8.6
22
Not enough data
Channels
9.0
21
Not enough data
9.3
20
Not enough data
9.3
19
Not enough data
9.1
18
Not enough data
9.1
17
Not enough data
Customers
9.0
24
Not enough data
9.0
21
Not enough data
9.1
22
Not enough data
9.1
20
Not enough data
9.2
21
Not enough data
Dialing Options
8.9
132
Not enough data
8.9
116
Not enough data
8.8
114
Not enough data
Agent Tools
8.8
118
Not enough data
8.6
112
Not enough data
8.6
126
Not enough data
9.1
149
Not enough data
Automation
8.7
110
Not enough data
8.7
92
Not enough data
9.2
134
Not enough data
8.8
95
Not enough data
8.8
128
Not enough data
Quality Assurance
8.7
141
Not enough data
8.6
132
Not enough data
7.7
143
Not enough data
Engagement
8.4
122
Not enough data
8.1
142
Not enough data
8.2
130
Not enough data
Performance
8.5
137
Not enough data
8.9
135
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Channels
9.1
313
|
Verified
Not enough data
8.2
173
Not enough data
8.5
206
|
Verified
Not enough data
8.4
174
|
Verified
Feature Not Available
8.3
205
|
Verified
Not enough data
Generative AI
Feature Not Available
Feature Not Available
Functions
8.7
364
|
Verified
9.1
13
|
Verified
8.7
373
|
Verified
9.1
13
|
Verified
8.7
310
|
Verified
8.8
12
|
Verified
8.3
204
|
Verified
Feature Not Available
8.4
215
|
Verified
Not enough data
9.1
286
|
Verified
Not enough data
8.8
273
|
Verified
Not enough data
8.6
214
Not enough data
Administrative
8.3
327
|
Verified
8.1
12
|
Verified
8.7
367
|
Verified
9.2
13
|
Verified
7.5
402
|
Verified
9.2
13
|
Verified
8.8
259
|
Verified
Not enough data
8.4
229
Not enough data
Responses
9.2
30
Not enough data
9.4
32
Not enough data
8.7
29
Not enough data
Automation - AI Agents
9.2
6
Not enough data
9.3
7
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
9.0
7
Not enough data
Platform
8.9
31
Not enough data
9.4
31
Not enough data
9.1
29
Not enough data
Autonomy - AI Agents
9.3
7
Not enough data
9.5
7
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.5
45
Not enough data
8.7
44
Not enough data
9.1
46
Not enough data
8.5
47
Not enough data
8.3
42
Not enough data
Platform
8.8
43
Not enough data
8.9
46
Not enough data
9.0
43
Not enough data
8.6
46
Not enough data
8.2
40
Not enough data
8.8
48
Not enough data
8.7
44
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Workforce Management
8.7
157
Not enough data
8.6
147
Not enough data
8.5
138
Not enough data
8.2
135
Not enough data
7.9
103
Feature Not Available
Administration
8.0
129
Not enough data
8.4
148
Not enough data
8.4
155
Not enough data
7.9
129
Not enough data
8.5
138
Not enough data
Administration
9.3
22
Not enough data
9.0
21
Not enough data
9.3
20
Not enough data
Security
9.4
21
Not enough data
9.6
20
Not enough data
Messaging Channels
9.0
26
Not enough data
9.2
27
Not enough data
9.2
29
Not enough data
9.0
28
Not enough data
Administration
9.0
30
Not enough data
9.0
28
Not enough data
8.7
28
Not enough data
9.0
31
Not enough data
Platform
8.7
126
Not enough data
7.8
111
Not enough data
8.8
145
Not enough data
9.1
147
Not enough data
8.8
142
Not enough data
9.1
140
Not enough data
9.1
141
Not enough data
Generative AI
Feature Not Available
Not enough data
Workforce Management
8.9
134
Not enough data
8.8
130
Not enough data
Administrative
9.0
139
Not enough data
8.1
140
Not enough data
Customer Support
9.0
28
Not enough data
8.9
30
Not enough data
8.4
28
Not enough data
Automation
8.8
27
Not enough data
8.5
31
Not enough data
9.0
29
Not enough data
Artificial Intelligence
9.0
29
Not enough data
8.8
29
Not enough data
9.1
27
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Communication
8.6
153
|
Verified
Not enough data
8.4
156
|
Verified
Not enough data
8.4
112
Not enough data
8.4
124
Not enough data
8.5
79
Not enough data
Internal Use
8.5
153
|
Verified
Not enough data
8.6
148
|
Verified
Not enough data
8.4
109
|
Verified
Not enough data
8.3
125
|
Verified
Not enough data
8.2
118
|
Verified
Not enough data
8.4
118
|
Verified
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Process
9.0(won by default)
20
Not enough data
9.0(won by default)
22
Not enough data
9.0(won by default)
20
Not enough data
Channels
9.4(won by default)
22
Not enough data
9.2(won by default)
24
Not enough data
9.0(won by default)
24
Not enough data
9.6(won by default)
26
Not enough data
9.4(won by default)
23
Not enough data
Insight
9.5(won by default)
22
Not enough data
9.0(won by default)
26
Not enough data
9.0(won by default)
24
Not enough data
9.4(won by default)
21
Not enough data
Generative AI
Feature Not Available
Not enough data
Basic Communication
9.6
53
Not enough data
7.8
37
Not enough data
8.7
42
Not enough data
8.5
39
Not enough data
8.7
45
Not enough data
8.6
45
Not enough data
Access
8.3
44
Not enough data
8.2
38
Not enough data
8.2
39
Not enough data
Advanced Features
8.8
51
Not enough data
8.7
45
Not enough data
9.2
51
Not enough data
Calling
9.3
40
Not enough data
8.2
34
Not enough data
8.8
39
Not enough data
8.6
39
Not enough data
Contacts
8.4
38
Not enough data
8.3
36
Not enough data
8.6
34
Not enough data
Insights
8.4
35
Not enough data
8.7
37
Not enough data
8.6
38
Not enough data
8.3
33
Not enough data
8.1
32
Not enough data
Extensions
8.8
39
Not enough data
9.2
43
|
Verified
Not enough data
9.0
48
|
Verified
Not enough data
Features
8.8
36
Not enough data
8.2
30
Not enough data
8.4
32
|
Verified
Not enough data
9.1
33
|
Verified
Not enough data
8.8
30
|
Verified
Not enough data
Feature Not Available
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and Intermedia Contact Center are categorized as Contact Center Workforce and Contact Center
Unique Categories
Genesys Cloud CX is categorized as Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, AI Agents, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP, Call Center Infrastructure (CCI), and Proactive Notification
Intermedia Contact Center has no unique categories
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Intermedia Contact Center
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
11.0%
Financial Services
10.4%
Telecommunications
5.5%
Consumer Services
4.8%
Accounting
4.8%
Other
63.4%
Hospital & Health Care
15.8%
Telecommunications
10.5%
Information Technology and Services
10.5%
Consumer Services
10.5%
Utilities
5.3%
Other
47.4%
Most Helpful Reviews
Genesys Cloud CX
Most Helpful Favorable Review
Md Azmul H.
Verified User in Marketing and Advertising
Its so natural to connect with somebody through talk and to call. Messages are connected to email, so you can return and discover the discussions once more. The notices are unpretentious and not very diverting yet additionally its difficult to miss and...
Most Helpful Critical Review
Verified User in Machinery
Nothing, really. It just wasn't right for our company. I think for maybe a bigger company with a broader reach this could be a great tool.
Intermedia Contact Center
Most Helpful Favorable Review
Kelvin L.
Verified User in Computer Software
- Easy to use intuitive interface - Granular real-time manipulation of the queues - Quick to onboard new staff - Great pricing model, especially for 24 hour/shift operations
Most Helpful Critical Review
Verified User in Education Management
Their outbound dialer is not up to par with other dialers. It lacks call suppression. Searching to remove names off of outbound lists is a PINTA to do. There is no predictive nature to their outbound dialer.
Md Azmul H.
Verified User in Marketing and Advertising
Its so natural to connect with somebody through talk and to call. Messages are connected to email, so you can return and discover the discussions once more. The notices are unpretentious and not very diverting yet additionally its difficult to miss and...
Kelvin L.
Verified User in Computer Software
- Easy to use intuitive interface - Granular real-time manipulation of the queues - Quick to onboard new staff - Great pricing model, especially for 24 hour/shift operations
Verified User in Machinery
Nothing, really. It just wasn't right for our company. I think for maybe a bigger company with a broader reach this could be a great tool.
Verified User in Education Management
Their outbound dialer is not up to par with other dialers. It lacks call suppression. Searching to remove names off of outbound lists is a PINTA to do. There is no predictive nature to their outbound dialer.
Discussions
how do i reschedule emails or put them on hold?
5 comments
MG
The text appears to be related to a technical context, possibly involving software or system design. "States" and "wait feature" could refer to components or...Read more
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
Whatbis the best way to review data regarding blended agent stats
2 comments
MG
To obtain agents status data, navigate to the reports tab, select new, and choose the option for agents status.Read more
Intermedia Contact Center has no discussions with answers
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