Upland Software, Inc.

InGenius

Composite Score

8.8 /10

CX Score

9.1 /10

30 Reviews Write a Review

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What is InGenius?

InGenius integrates CRM and telephony systems for personalized, AI-driven customer and agent experiences.

Company Details

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InGenius Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

91 Likeliness to Recommend

93 Plan to Renew

88 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 98%
Negotiation and Contract:: 93%
Conflict Resolution:: 96%
Strategy & Innovation:: 97%
Service Experience:: 97%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+96 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love InGenius?

7% Negative

0% Neutral

93% Positive

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Unique Features

Feature Ratings

Average 83

Skills Based Routing

Multi Channel Queue Management

Knowledge Management

Call Recording

Multi Channel Intake Integration

Workforce Management

Screen Prompts

Contact Center Analytics

Call Scripting and Call Flow Management

Ticket Management

Contact Center Compliance Management

Vendor Capability Ratings

Average 84

Ease of Customization

Quality of Features

Ease of Data Integration

Business Value Created

Ease of Implementation

Availability and Quality of Training

Ease of IT Administration

Usability and Intuitiveness

Breadth of Features

Vendor Support

Product Strategy and Rate of Improvement

InGenius Reviews

Sahil V.

Role: Industry Specific Role
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

Boosts creativity, but needs a bit of guidance

Likeliness to Recommend

10 /10

What differentiates InGenius from other similar products?

InGenius combines smart AI with seamless teamwork to turn scattered thoughts into sharp ideas—all in one sleek, creative space. It’s like having your team and an AI co-pilot thinking together.

What is your favorite aspect of this product?

Honestly, the best part is how naturally it helps ideas flow. No more blank-page anxiety—it feels like having a creative partner that gets your vibe and keeps things moving without overcomplicating it.

What do you dislike most about this product?

It can be a bit too eager at times, rushing ahead with suggestions before I’ve fully gotten into the flow. A little more pause would be nice.

What recommendations would you give to someone considering this product?

Definitely give it a shot if you want to make brainstorming smoother. Just keep an eye on it, because it’s better when you guide it a little.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Faizan S.

Role: Sales Marketing
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

All in one solution

Likeliness to Recommend

10 /10

What differentiates InGenius from other similar products?

Features like showing caller information and keeping the call notes recorded.

What is your favorite aspect of this product?

Real time status feature and screen transfer.

What do you dislike most about this product?

Little expensive.

What recommendations would you give to someone considering this product?

It needs training for implementation.

Pros

Helps Innovate
Reliable
Trustworthy
Efficient Service

Dravid S.

Role: Industry Specific Role
Industry: Media
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

Intuitive, API-Driven Workflow Automation Platform

Likeliness to Recommend

10 /10

What differentiates InGenius from other similar products?

InGenius is different because it focuses on real, practical solutions. While other tools might try to offer everything, InGenius keeps things simple and easy to use. It’s built to solve specific problems without the overload, so you can get straight to what matters.

What is your favorite aspect of this product?

What I like most about InGenius is how simple it is. It doesn’t make things complicated and just helps you get stuff done quickly.

What do you dislike most about this product?

I’d say the one downside is that it could use a bit more customization. Sometimes, it feels a bit too basic for more complex tasks.

What recommendations would you give to someone considering this product?

If you’re looking for something that just works without the fuss, go for it. It’s perfect for getting things done fast. But if you need tons of extra options, it might not be enough.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

InGenius

What is InGenius?

Company Details

Need Assistance?

InGenius Ratings

91 Likeliness to Recommend

93 Plan to Renew

88 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+96 Net Emotional Footprint

How much do users love InGenius?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

InGenius Reviews

Sahil V.

Boosts creativity, but needs a bit of guidance

Likeliness to Recommend

Pros

Faizan S.

All in one solution

Likeliness to Recommend

Pros

Dravid S.

Intuitive, API-Driven Workflow Automation Platform

Likeliness to Recommend

Pros

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Feature Ratings

Skills Based Routing

Multi Channel Queue Management

Knowledge Management

Call Recording

Multi Channel Intake Integration

Workforce Management

Screen Prompts

Contact Center Analytics

Call Scripting and Call Flow Management

Ticket Management

Contact Center Compliance Management

Vendor Capability Ratings

Ease of Customization

Quality of Features

Ease of Data Integration

Business Value Created

Ease of Implementation

Availability and Quality of Training

Ease of IT Administration

Usability and Intuitiveness

Breadth of Features

Vendor Support

Product Strategy and Rate of Improvement