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Assembled vs Genesys Cloud CX: Which is a better fit?

Updated on February 17th, 2025
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Summary
Features in Call Center Workforce Management
24
Best performer
31
  • Agent Interface
  • Approval Process Control
  • Attendance Management
15
31
  • Call Monitoring
  • Call Recording
  • Customer Experience Management
User satisfaction
4.7
User reviews62
Ease of use
4.6
Functionality
4.4
Value for money
4.7
Customer support
4.9
4.3
User reviews245
Ease of use
4.4
Functionality
4.2
Value for money
4.1
Customer support
4.0
Price starts from
/user
Monthly subscription
Free version
Free trial
/user
Monthly subscription
Free version
Free trial
Best for

Assembled is built for rapidly scaling global support teams. Our customers include Stripe, Autodesk, Brooks Running, Hubspot, Robinhood, and Restaurant Brands International.

Companies of all sizes looking for an easy, all-in-one cloud contact centre solution.

User reviews
pros & cons
1 / 4
View Reviews
1 / 4
View Reviews
Video reviews
No video reviews yet
video-f9c5e4a6-a02f-44b2-9ff6-08d93a90e669
Bernard G
Cloud Applications Consultant
5.0

Bernard G.: Hello, I'm Bernard, business cloud communications consultant reviewing the Genesys Cloud which I would give a five out of five. For more information, click below. Prior to using Genesys Cloud, an on-premises aspect call center was being used. With the recent COVID situation, it wasn't ideal for remote agent solutions, and as such, the Genesys Cloud solution was the perfect answer. Genesys Cloud was selected after reviewing several different providers with the main criteria of being a complete provider of both call center contact center and unified communication solutions. The Genesys Cloud solution provides a complete portfolio for the business, and for that reason, it was the perfect solution for the organization and that's why we implemented it. Getting started with Genesys Cloud was relatively easy, but it did take some preparation work to get things started. By mapping out the user profiles and the routing logic, we're able to implement it. It took a little bit of time, but nothing that really prevented us from having a clean cut-over and having this solution go live. For those evaluating Genesys Cloud, I would recommend working with a value-added reseller that has experience in your vertical industry. For our industry, it helped having a value-added reseller that really knew the intricacies of integrating with solutions such as salesforce.com that we use. By taking advantage of their experience and the Genesys Cloud, it resulted in a smooth implementation that ultimately makes the callers and the employees use the solution effectively, and as a result, truly a success.

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User interface
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179417 video thumbnail}
1 Video
195644
5 screenshots
179417
4 screenshots

Assembled

Top Features
24/31
  • Activity Monitoring
  • Call Monitoring
  • Call Recording
  • Customer Experience Management
  • Employee Coaching Tools
  • Online Time Clock
  • Quality Management
  • Activity Tracking
  • Agent Interface
  • API
  • Approval Process Control
  • Attendance Management
  • Compliance Management
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Employee Time Tracking
  • For Call Centers
  • Intraday Management
  • Labor Forecasting
  • Leave Tracking
  • Performance Management
  • Performance Metrics
  • Productivity Analysis
  • Queue Management
  • Reporting/Analytics
  • Service Level Agreement (SLA) Management
  • Skills Tracking
  • Third-Party Integrations
  • Time Off Management
  • Variable Workforce
See All features
Hide Call Center Workforce Management Software Features -

Genesys Cloud CX

15/31
Show Call Center Workforce Management Software Features +
Assembled
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Genesys Cloud CX
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Assembled
  • By Assembled
  • Located in United States
  • Founded in 2018
Genesys Cloud CX
  • By Genesys
  • Located in United States
  • Founded in 1990
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