Compare Genesys Cloud CX vs. Intermedia Unite in 2026

Intermedia Unite

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Average Ratings 3 Ratings

Total

ease

features

design

support

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Average Ratings 1,631 Ratings

Total

ease

features

design

support

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Description

Genesys Cloud CX is a versatile, cloud-based solution for contact centers that aims to provide outstanding customer experiences through multiple communication channels. With a focus on scalability and adaptability, it merges voice, chat, email, social media, and messaging into a single, streamlined interface. The platform utilizes sophisticated AI and analytics technologies to offer immediate insights, automate routine processes, and tailor interactions, thereby enhancing customer engagement efficiency. Additionally, its strong workforce management features enable businesses to fine-tune staffing and performance while upholding high service quality. Ideal for organizations of various sizes, Genesys Cloud CX facilitates smooth implementation and flexibility, proving to be an excellent choice for those seeking to improve their customer service capabilities. Furthermore, it ensures that businesses can respond to evolving customer needs and technological advancements seamlessly.

Description

Intermedia Unite is an all-in-one business communications and collaboration platform designed to keep employees connected and responsive across locations, devices, and teams. The solution combines cloud phone service, video meetings, team messaging, file sharing, customer engagement tools, and productivity features into one integrated platform. By consolidating multiple communication tools, Unite reduces app switching and gives employees a simpler way to call, meet, chat, share files, and engage customers from desktop or mobile devices. Its enterprise-grade calling system includes more than 100 voice features that support professional business communications and consistent customer interactions. The platform also supports enhanced Microsoft Teams experiences, helping organizations extend communication capabilities within their existing collaboration environment. AI features such as transcription, summaries, and conversation insights help users retain important information, identify follow-up actions, and improve team efficiency. Mobile and desktop apps allow employees to maintain a consistent business identity whether they are in the office, remote, or on the go. Backed by strong uptime commitments and J.D. Power-certified support, Intermedia Unite is built for reliability and ease of use. By unifying communications, collaboration, and engagement, Unite helps organizations increase productivity while improving the way teams serve customers.

API Access

Has API No

API Access

Has API Yes

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Screenshots View All

Integrations

Zendesk Yes

Aivo Yes

AmplifAI Yes

Aura365 Yes

Bullseye Store Locator Yes

C1 Connected Experience (C1CX) Yes

CDK Global No

Cognigy.AI Yes

Connect Yes

Daisee Yes

Show More Integrations

Explore All 128 Integrations

Integrations

Zendesk Yes

Aivo No

AmplifAI No

Aura365 No

Bullseye Store Locator No

C1 Connected Experience (C1CX) No

CDK Global Yes

Cognigy.AI No

Connect No

Daisee No

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Explore All 22 Integrations

Pricing Details

$75 per user per month

Free Trial Yes

Free Version No

Pricing Details

$22.99/user

Contact us today to get a custom quote for your business.

Free Trial No

Free Version No

Deployment

Web-Based Yes

On-Premises No

iPhone App Yes

iPad App Yes

Android App Yes

Windows Yes

Mac Yes

Linux No

Chromebook No

Deployment

Web-Based Yes

On-Premises No

iPhone App Yes

iPad App Yes

Android App Yes

Windows Yes

Mac Yes

Linux No

Chromebook No

Customer Support

Business Hours No

Live Rep (24/7) Yes

Online Support Yes

Customer Support

Business Hours Yes

Live Rep (24/7) Yes

Online Support Yes

Types of Training

Training Docs Yes

Webinars Yes

Live Training (Online) Yes

In Person Yes

Types of Training

Training Docs Yes

Webinars No

Live Training (Online) No

In Person No

Vendor Details

Company Name

Genesys

Founded

1990

Country

United States

Website

www.genesys.com

Vendor Details

Company Name

Intermedia

Founded

1993

Country

United States

Website

www.intermedia.com

Product Features

AI Call Center

AI Dialers

AI Voice Agents

Auto Dialer

Call Center Management Yes

Call Recording Yes

Call Reporting Yes

Call Scripting Yes

Lead Management Yes

Power Dialer Yes

Predictive Dialer Yes

Preview Dialer Yes

Progressive Dialer Yes

Surveys No

Business VoIP

Call Parking No

Call Recording Yes

Contact Management Yes

Encryption Yes

IVR / Voice Recognition Yes

Ring Groups Yes

SIP Trunking Yes

Unified Communications Yes

Voice Quality Enhancement Yes

Call Center

Blended Call Center Yes

Call Logging Yes

Call Recording No

Call Scripting Yes

Campaign Management Yes

Database No

Escalation Management Yes

IVR / Voice Recognition No

Inbound Call Center Yes

Manual Dialer Yes

Outbound Call Center Yes

Predictive Dialer Yes

Progressive Dialer Yes

Queue Management No

Real-time Chat Yes

Reporting/Analytics Yes

Call Center Infrastructure (CCI)

Contact Center as a Service (CCaaS)

Contact Center Quality Assurance

Customer Engagement

Analytics Yes

Churn Management No

Communication Management Yes

Community Management No

Content Syndication No

Feedback Collection Yes

Gamification Yes

Live Chat Yes

Video Content Yes

Customer Experience

Action Management Yes

Analytics Yes

Customer Segmentation Yes

Dashboard Yes

Feedback Management No

Knowledge Management No

Multi-Channel Collection Yes

Sentiment Analysis Yes

Survey Management No

Text Analysis Yes

Trend Analysis Yes

Customer Satisfaction

360 Degree Feedback No

Analytics Yes

Call Reporting Yes

Complaint Monitoring Yes

Feedback Collection Yes

Survey Management No

Customer Service

Alerts / Escalation Yes

Appointment Management Yes

Call Center Management No

Email Management No

Knowledge Base Yes

Live Chat Yes

Performance Metrics Yes

Queue Management No

Self Service Portal Yes

Social Media Integration No

Surveys & Feedback Yes

Virtual Assistant No

Workflow Management No

Experience Orchestration

Help Desk

Alerts / Escalation No

Automated Routing Yes

Community Forums No

Customizable Branding No

Document Storage Yes

Email Integration Yes

IT Asset Management No

Incident Management No

Interaction Tracking Yes

Knowledge Base No

Known Issue Management No

Live Chat No

Multi-Channel Communication Yes

Multiple Brands / Products No

Network Monitoring No

Real-time Chat Yes

Self Service Portal Yes

Service Level Agreement (SLA) Management No

Ticket Management No

IVR

Call Center Yes

Call Logging Yes

Call Recording Yes

Call Routing Yes

Multiple Scripts Yes

Phone Key Input Yes

Survey Management Yes

Text to Speech Yes

Voice Customization Yes

Voice Mail Yes

Live Chat

Canned Responses Yes

Customizable Branding No

Geo Targeting No

Offline Form No

Proactive Chat Yes

Screen Sharing Yes

Third Party Integration Yes

Transfers / Routing No

Website Visitor Tracking Yes

Predictive Dialer

Call Monitoring Yes

Call Recording Yes

Call Results Yes

Call Transfer Yes

Callback Scheduling Yes

Campaign Specific Caller ID Yes

Contact Management Yes

FCC Compliance Yes

FTC Compliance Yes

Lead Capture No

Lead Management Yes

Proactive Notification

Sales Dialers

Telephony

Auto-Dialer No

Call Center Management Yes

Call Monitoring Yes

Contact Management Yes

IVR / Voice Recognition Yes

Inbound Reporting Yes

Outbound Reporting Yes

Predictive Dialer Yes

Telemarketing Management Yes

VoIP Yes

Voice & Data Integration Yes

UCaaS

Unified Communications

Audio / Video Conferencing No

Calendar Management No

Call Recording No

Call Routing No

Chat / Messaging No

Fax Management No

File Sharing No

Mobile Access No

Multi-User Collaboration No

Voice Mail No

Voice Bot

Workforce Optimization (WFO)

Interaction Analytics No

Liability Recording No

Performance Management No

Quality Management No

Real-time Guidance No

Reporting No

Speech Analytics No

Surveying No

Workforce Management No

eLearning No

Product Features

AI Receptionists

Business Phone Systems

Call Logging Yes

Call Monitoring Yes

Call Recording Yes

Call Routing Yes

Employee Directory Yes

IVR / Voice Recognition Yes

Mobile Access Yes

Virtual Call Center Yes

Web Conferencing Yes

Business VoIP

Call Parking Yes

Call Recording Yes

Contact Management Yes

Encryption Yes

IVR / Voice Recognition Yes

Ring Groups Yes

SIP Trunking Yes

Unified Communications Yes

Voice Quality Enhancement Yes

Call Center

Intermedia® Contact Center empowers organizations to provide swift, customized customer interactions across multiple channels. By integrating voice, chat, SMS, and email into a single platform, it allows teams to interact with customers effortlessly without the need to toggle between different tools. Advanced routing and self-service options ensure that customers are promptly connected to the appropriate resources, while automating common inquiries helps minimize wait times. Customer service agents enjoy easy access to essential information, such as customer context and interaction history, along with collaborative tools that enhance issue resolution efficiency. The platform's AI-driven capabilities, including real-time support, summaries, and actionable insights, assist agents and enable supervisors to enhance both performance and service quality. Comprehensive dashboards, reporting features, and secure recording ensure transparency and assist with compliance requirements. With a remarkable 99.999% uptime and support recognized by J.D. Power, it guarantees dependable performance—leading to improved service, heightened team productivity, and streamlined communications with customers.

Blended Call Center No

Call Logging No

Call Recording No

Call Scripting No

Campaign Management No

Database No

Escalation Management No

IVR / Voice Recognition No

Inbound Call Center No

Manual Dialer No

Outbound Call Center No

Predictive Dialer No

Progressive Dialer No

Queue Management No

Real-time Chat No

Reporting/Analytics No

Contact Center as a Service (CCaaS)

Intermedia® Contact Center empowers businesses to provide quick, tailored customer interactions across all channels. By integrating voice, chat, SMS, and email into a single platform, it allows teams to connect with customers effortlessly without the need to switch between different tools. With intelligent routing and self-service options, customers are swiftly directed to the appropriate resources, while automation of common inquiries helps minimize wait times. Agents can view customer context, interaction history, and collaboration tools all in one location, enabling quicker issue resolution. The platform includes AI-driven functionalities such as real-time support, summaries, and analytical insights that assist agents and enhance supervisors' ability to elevate performance and service standards. Comprehensive dashboards, reporting, and secure recording capabilities ensure transparency and aid in compliance. Supported by a remarkable 99.999% uptime and certified assistance from J.D. Power, this solution guarantees dependable performance—leading to improved service, more efficient teams, and streamlined customer communication.