ZIWO vs. Genesys
Genesys' extensive feature set can be overwhelming and costly, as users are charged for all features, regardless of whether they are utilized. This hidden cost, combined with overly complex functionality, makes Genesys one of the most expensive cloud contact center software options. If you're looking for a more advanced and cost-effective solution, consider ZIWO.
Let’s Talk Numbers: ZIWO or Genesys?
87.5%
26.71%
5X
Comparing Major Differences Between ZIWO and Genesys
Before choosing ZIWO, you should know the key differences that make it a better contact center software than Genesys.
| ZIWO | Genesys | |
|---|---|---|
| Ease of Use | ZIWO is much easier to use based on users’ reviews on G2. It gained a 9.9 rating. | The overwhelming features make Genesys more complicated. It gained an 8.9 rating on G2. |
| Quality of Support | Building an in-house support team makes developing their skills and knowledge easier to help clients better. It’s been ranked 9.7 on G2. | Genesys signs a contract with a third-party agency that manages the support team from hiring, delivering scripts, and defining policies. This reduced the team's responsiveness. They’ve got an 8.2 rating on G2. |
| Local Hosting | Provides local hosting in every country with a guaranteed SLA that meets local requirements and regulations in all countries. No data leaves your country! | Offers limited local hosting only in the UAE with AWS. |
| Integration Capabilities | ZIWO offers a wider range of third-party integration, with a 9.3 rating on G2. | Genesys has integration opportunities, but it’s a bit below the client’s expectations. It has an 8.9 score on G2. |
| Cost-Effectiveness | Transparent pricing model. Learn more about ZIWO pricing plans! | Hidden fees exist and high costs compared to ZIWO. |
Why ZIWO Beats Genesys?
What makes you switch to a new contact center software and choose ZIWO? Actually, it’s not just one reason - there are many. However, we’ll focus on the three main ones.
Call Tracking
Monitoring and analyzing call activities become powerful using ZIWO. Based on users’ reviews on Capterra, the ZIWO call tracking feature gets the complete mark, while Genesys receives a 4.4 score.
Call Recording
ZIWO delivers more reliable and user-friendly call recording features, enabling teams to get good training and ensure superb quality. In the Capterra comparison, users gave 4.8 to ZIWO, while it’s 4.5 for Genesys.
Call Queue Management
Many users faced issues with Genesys call queue management. On the other hand, ZIWO develops an experience that makes your customer feel valued and distributes efforts between agents without any stress.
ZIWO vs. Genesys: Which Gets You a Better ROI?
Investing in an advanced contact center cloud software is playing the long game. However, ZIWO has enabled numerous clients to make new records within one quarter. Although it’s a cloud call center software, Genesys is considered an expensive choice compared to other solutions aiming for similar functions.
“Migration From Genesys to ZIWO Was an Easy Success!”
Zid reduced costs by nearly 40% when migrating from Genesys to ZIWO. It’s the first time they have experienced cost-effective contact center software!
Zid
“A 25% Increase in the Call Inflow!”
When using ZIWO, zDegree was developed on different horizons — the call inflow, the number of leads, and the IVR improved by +30%.
zDegree
“No More Technical Issues, Better Performance Monitoring, and Perfect Customer Service!”
Al-ain Pharmacy had previously faced significant issues that no longer exist after using ZIWO.
Al-ain Pharmacy
What Makes You Switch From Genesys to ZIWO?
Many users described using Genesys as an overwhelming experience that gathers complications with traditional features. Integration with other business software, such as Hubspot and Intercom, was more complex.
License Needed for Every Feature
You can find additional costs when subscribing to cover some software licenses like Microsoft, SQL, and RedHat. On the other hand, ZIWO offers a much more cost-effective solution with simple, all-inclusive pricing.
Third-Party Dependencies
Many businesses adopt the model of selling through a partner, and the same goes for customer service. However, many users complained to Genesys about this approach. A reseller might complicate after-sales operations. In contrast, ZIWO provides direct support, eliminating the need for third-party agencies.
Switching From Genesys to ZIWO Is Simpler Than You Think
Don’t worry about your historical data! To provide your customer with a sustainable and lasting experience, storing their past interactions becomes ZIWO’s responsibility. So, your customers will never feel your business is missing anything about them!
Get the Full Support You Need
Through our open API, your most-used CRMs and software solutions are easily integrated into ZIWO. So, your agents can manage calls and messages with one click! Also, any open ticket is still there!
Typically Takes the Least Amount of Time
Setting up your business call center in just one hour is not a daydream. Our client “deliveroo” is a success story that showcases how easy it is to switch to ZIWO!
Need Help Switching?
FAQs
Why Is ZIWO Better Than Genesys?
- Ease of Use
- 24/7 local support with the highest FCR in the market.
- Local Hosting
- Integration Capabilities
- Cost-Effectiveness and absence of hidden fees
What’s the Difference Between ZIWO and Genesys?
- Call Recording
- Call Tracking
- Call Queue Management
Why Is ZIWO Support Assurance Better Than Genesys?
Choose ZIWO, the no.1 Contact Center Software in the MENA