- Home
- ...
- Contact Center Software
- Genesys Cloud CX
- Ozonetel CloudAgent
- Genesys Cloud CX-vs-Ozonetel CloudAgent
Compare Genesys Cloud CX and Ozonetel CloudAgent 
At a Glance
Market Segments
Mid-Market (46.3% of reviews)
Mid-Market (60.4% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,396)4.3 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXOzonetel CloudAgent
Star Rating
(577)4.6 out of 5
Market Segments
Mid-Market (60.4% of reviews)
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about Ozonetel CloudAgentSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX excels in its AI capabilities, particularly with features like Natural Language Understanding (NLU) rated at 8.6, while Ozonetel CloudAgent shines with its AI Text Summarization feature, which received a higher score of 9.4.
- Reviewers mention that Ozonetel CloudAgent offers superior Ease of Use with a score of 9.1 compared to Genesys Cloud CX's 8.9, making it more accessible for new users.
- G2 users highlight that Genesys Cloud CX has a robust Performance Analysis feature rated at 8.4, but Ozonetel CloudAgent outperforms it with a score of 9.3, indicating better insights and reporting capabilities.
- Users on G2 report that Ozonetel CloudAgent provides better Integration options, scoring 9.3, while Genesys Cloud CX scored 8.5, suggesting that Ozonetel may offer more seamless connectivity with other tools.
- Reviewers say that Genesys Cloud CX's Quality of Support is rated at 8.1, which is lower than Ozonetel CloudAgent's impressive score of 9.0, indicating a more reliable support experience with Ozonetel.
- Users report that both platforms offer strong Call Routing features, but Genesys Cloud CX's IVR scored 9.1, while Ozonetel CloudAgent's IVR scored slightly higher at 9.3, suggesting a more refined user experience in call management.
Featured Products
Sponsored
Fullview
(11)
Contact Center Workforce
Visit Website
Sponsored
Customerly
(34)
Contact Center Workforce
Visit Website
Sponsored
Surfly
(90)
Contact Center Workforce
Visit Website
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableOzonetel CloudAgent
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Ozonetel CloudAgent
Free Trial is available
Ratings
Meets Requirements
8.6
984
8.9
497
Ease of Use
8.9
991
9.1
504
Ease of Setup
8.3
563
9.0
338
Ease of Admin
8.4
550
9.0
245
Quality of Support
8.2
941
9.0
496
Has the product been a good partner in doing business?
8.4
546
9.2
241
Product Direction (% positive)
8.7
887
9.5
499
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
8.8
131
9.0
133
|
Verified
8.9
115
9.0
139
|
Verified
8.8
113
8.8
126
|
Verified
Agent Tools
8.8
118
8.6
122
|
Verified
8.6
111
8.5
122
|
Verified
8.7
125
8.8
127
|
Verified
9.1
148
9.1
135
|
Verified
Automation
8.6
109
8.7
113
|
Verified
8.7
91
8.7
117
|
Verified
9.2
133
9.0
121
|
Verified
8.7
94
8.7
114
|
Verified
8.8
127
9.0
121
|
Verified
Administration
Not enough data
9.4
21
Not enough data
9.4
20
Not enough data
9.2
21
Knowledge Management
Not enough data
9.1
21
Not enough data
9.0
21
Not enough data
9.1
21
Compliance
Not enough data
9.3
23
Not enough data
9.2
22
Not enough data
9.3
22
Not enough data
9.1
21
Customer Support
Not enough data
8.8
22
Not enough data
9.4
22
Not enough data
9.2
22
Data Security
Not enough data
9.3
23
Not enough data
9.3
23
Not enough data
9.3
23
Not enough data
9.3
23
Administration
Not enough data
9.3
20
Not enough data
9.2
20
Not enough data
9.3
21
Generative AI
Not enough data
Feature Not Available
Quality Assurance
8.7
140
Not enough data
8.6
131
Not enough data
7.7
142
Not enough data
Engagement
8.4
121
Not enough data
8.1
141
Not enough data
8.1
129
Not enough data
Performance
8.5
136
Not enough data
8.9
134
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Channels
9.1
312
|
Verified
9.1
179
|
Verified
8.2
172
8.9
158
8.5
205
|
Verified
8.7
146
|
Verified
8.4
173
|
Verified
8.5
152
|
Verified
8.3
204
|
Verified
8.7
151
Generative AI
Feature Not Available
8.4
105
Functions
8.7
363
|
Verified
8.9
174
|
Verified
8.7
372
|
Verified
8.9
174
|
Verified
8.7
309
|
Verified
9.0
173
|
Verified
8.2
203
|
Verified
8.7
156
8.4
214
|
Verified
9.1
169
|
Verified
9.1
285
|
Verified
9.1
177
|
Verified
8.8
272
|
Verified
9.0
171
8.6
213
8.9
160
|
Verified
Administrative
8.3
326
|
Verified
8.8
175
|
Verified
8.7
366
|
Verified
9.1
184
|
Verified
7.4
401
|
Verified
9.1
188
|
Verified
8.8
258
|
Verified
9.0
167
|
Verified
8.4
228
9.0
169
|
Verified
Functionality
Not enough data
9.0
134
Not enough data
8.9
130
Not enough data
8.9
122
Support
Not enough data
8.9
117
Not enough data
9.0
122
Not enough data
9.1
124
Responses
9.2
29
Not enough data
9.4
31
Not enough data
8.6
28
Not enough data
Automation - AI Agents
9.0
5
Not enough data
9.2
6
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.9
6
Not enough data
Platform
8.8
30
Not enough data
9.3
30
Not enough data
9.1
28
Not enough data
Autonomy - AI Agents
9.2
6
Not enough data
9.4
6
Not enough data
9.0
5
Not enough data
9.0
5
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.5
44
Not enough data
8.7
43
Not enough data
9.1
45
Not enough data
8.5
46
Not enough data
8.2
41
Not enough data
Platform
8.8
42
Not enough data
8.9
45
Not enough data
9.0
42
Not enough data
8.5
45
Not enough data
8.1
39
Not enough data
8.8
47
Not enough data
8.6
43
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
Not enough data
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
21
Not enough data
8.9
20
Not enough data
9.3
19
Not enough data
Security
9.4
20
Not enough data
9.6
19
Not enough data
Messaging Channels
9.0
25
Not enough data
9.2
26
Not enough data
9.2
28
Not enough data
9.0
27
Not enough data
Administration
9.0
29
Not enough data
9.0
27
Not enough data
8.6
27
Not enough data
8.9
30
Not enough data
Platform
8.7
125
9.0
142
7.8
110
8.9
141
8.8
144
9.0
144
9.1
146
9.1
146
8.8
141
9.1
146
9.1
139
9.2
146
9.1
140
9.2
142
Generative AI
Feature Not Available
8.8
95
Workforce Management
8.8
133
9.1
147
8.7
129
9.2
145
Administrative
9.0
138
9.3
148
8.1
139
9.3
149
Customer Support
9.0
27
8.6
35
8.9
29
8.6
34
8.3
27
8.8
36
Automation
8.7
26
8.9
37
8.5
30
8.8
36
9.0
28
9.1
36
Artificial Intelligence
8.9
28
9.0
35
8.8
28
8.8
36
9.0
26
8.7
36
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Communication
8.6
152
|
Verified
8.6
23
|
Verified
8.4
155
|
Verified
9.2
23
|
Verified
8.3
111
8.2
22
8.4
123
8.3
23
|
Verified
8.4
78
8.6
23
Internal Use
8.5
152
|
Verified
8.7
26
|
Verified
8.6
147
|
Verified
8.4
22
|
Verified
8.4
108
|
Verified
8.8
24
8.3
124
|
Verified
8.8
24
8.2
117
|
Verified
8.6
22
|
Verified
8.5
117
|
Verified
9.2
22
|
Verified
Generative AI
Not enough data
8.8
49
Self-Service Experience
Not enough data
9.2
77
Not enough data
9.1
76
Not enough data
8.8
74
Not enough data
8.9
73
Not enough data
Feature Not Available
Self-Service Platform
Not enough data
9.1
75
Not enough data
9.1
80
Not enough data
8.8
75
Not enough data
9.1
81
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
Feature Not Available
Phone Number Management
Not enough data
9.1
96
Not enough data
9.0
94
Not enough data
9.1
95
Tracking
Not enough data
9.0
93
Not enough data
8.7
93
Not enough data
9.0
92
Analytics
Not enough data
9.1
95
Not enough data
9.4
93
Not enough data
9.1
93
Not enough data
8.9
87
Call Routing
Not enough data
9.4
100
Not enough data
9.1
100
Not enough data
8.6
95
Administration
Not enough data
9.1
86
Not enough data
9.1
90
Not enough data
9.3
90
Basic Communication
9.6
52
Not enough data
7.8
36
Not enough data
8.6
41
Not enough data
8.5
38
Not enough data
8.7
44
Not enough data
8.6
44
Not enough data
Access
8.3
43
Not enough data
8.1
37
Not enough data
8.1
38
Not enough data
Advanced Features
8.8
50
Not enough data
8.6
44
Not enough data
9.1
50
Not enough data
Calling
9.3
39
9.2
148
8.2
33
8.4
130
8.7
38
9.1
141
8.6
38
9.3
142
Contacts
8.4
37
8.8
136
8.3
35
8.6
132
8.5
33
8.8
134
Insights
8.3
34
8.7
130
8.7
36
9.1
139
8.6
37
8.6
126
8.3
32
8.4
126
8.2
31
8.5
124
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 Ozonetel CloudAgent are categorized as Customer Service Automation, Speech Analytics, Auto Dialer, Outbound Call Tracking, Live Chat, Call Center Infrastructure (CCI), and Contact Center
Unique Categories
Genesys Cloud CX is categorized as Co-Browsing, Genesys AppFoundry Marketplace, AI Agents, Contact Center Quality Assurance, UCaaS Platforms, Conversational Marketing, Chatbots, Social Customer Service, VoIP, Contact Center Workforce, and Proactive Notification
Ozonetel CloudAgent is categorized as Contact Center Knowledge Base, Communication Platform as a Service, Customer Self-Service, and Inbound Call Tracking
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Ozonetel CloudAgent
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
5.4%
Consumer Services
4.8%
Accounting
4.8%
Other
63.5%
Financial Services
16.3%
Hospital & Health Care
8.9%
Consumer Services
7.7%
Education Management
7.3%
Insurance
6.1%
Other
53.8%
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 Hospital & Health Care
Constant enterprise level crashes and it takes an extended amount of time (an hour plus) for support to resolve the issue.
Ozonetel CloudAgent
Most Helpful Favorable Review
Nitish K.
Verified User in Education Management
Ozontel cloud agent has many best features and provides ease of use with simple interface for the agents, while providing attractive & intutive dashboard and reports to the admins/executives. There are admin level settings which are very useful and one can...
Most Helpful Critical Review
Verified User in Insurance
Tech Support. Documents for integration are very complicated and not self serve. Tech support is difficult to get hold of and are nt very clear in thier communication.
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...
Nitish K.
Verified User in Education Management
Ozontel cloud agent has many best features and provides ease of use with simple interface for the agents, while providing attractive & intutive dashboard and reports to the admins/executives. There are admin level settings which are very useful and one can...
Verified User in Hospital & Health Care
Constant enterprise level crashes and it takes an extended amount of time (an hour plus) for support to resolve the issue.
Verified User in Insurance
Tech Support. Documents for integration are very complicated and not self serve. Tech support is difficult to get hold of and are nt very clear in thier communication.
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
How to add / change IVR options from admin login?
1 comment
Official Response from Ozonetel CloudAgent
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
What is Ozonetel CloudAgent used for?
1 comment
Official Response from Ozonetel CloudAgent
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
Ozonetel CloudAgent has no more discussions with answers
Hunting for software insights?
With over 2.5 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
or continue with
Gmail.com addresses not permitted. A business domain using Google is allowed.
By proceeding, you agree to our Terms of Use and Privacy Policy
