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

Balasubramanian S.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

Seamless CRM Integration for Call Management

Likeliness to Recommend

10 /10

What differentiates InGenius from other similar products?

Easy Deployment

What is your favorite aspect of this product?

click-to-call functionality

What do you dislike most about this product?

Nio Dislikes

What recommendations would you give to someone considering this product?

InGenius works best with Salesforce, and ServiceNow. If your team relies on a different CRM, I would check the integration option before opting for this software

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Jatin P.

Role: Information Technology
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

Enhancing Contact Center Productivity

Likeliness to Recommend

7 /10

What differentiates InGenius from other similar products?

Unlike generic CRM tools, InGenius specializes in CTI, offering advanced call handling features like screen pop-ups, click-to-dial, and automated call logging directly within the CRM interface.

What is your favorite aspect of this product?

Features like real-time analytics, customizable dashboards, and efficient call result logging empower agents to deliver superior customer service.

What do you dislike most about this product?

InGenius is designed to work in conjunction with existing CRMs and telephony systems; it may not function as a standalone solution.

What recommendations would you give to someone considering this product?

InGenius is ideal for contact centers seeking to enhance their customer service operations by integrating telephony systems with CRMs. Its advanced features streamline workflows, improve agent efficiency, and provide valuable insights through analytics.

Pros

Helps Innovate
Enables Productivity
Unique Features
Effective Service

Cons

Less Reliable
Leverages Incumbent Status

Dravid K.

Role: Industry Specific Role
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

Effortless Innovation for Every Workflow

Likeliness to Recommend

10 /10

What differentiates InGenius from other similar products?

When it comes to connecting your CRM and phone system, InGenius is really excellent. It saves a ton of time, is quite simple to use, and functions even with somewhat complex setups. They have a great support staff as well, and they frequently add new features like voicemail drop. Check it out if you need a reliable CTI tool!

What is your favorite aspect of this product?

InGenius is awesome for connecting your phone to your CRM. It’s easy, saves time, works with tricky setups, and has killer support. Plus, they keep adding cool stuff like voicemail drop—totally worth checking out if you need a solid CTI tool!

What do you dislike most about this product?

Its limited concentration on contact centers, which might not meet all corporate demands, is its main drawback.

What recommendations would you give to someone considering this product?

Smart choice for sharp minds. InGenius helps you get things done with less effort and more impact. It's sleek, practical, and built for users who value clarity over clutter. Just make sure it vibes with your style before diving in.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

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

Balasubramanian S.

Seamless CRM Integration for Call Management

Likeliness to Recommend

Pros

Jatin P.

Enhancing Contact Center Productivity

Likeliness to Recommend

Pros

Cons

Dravid K.

Effortless Innovation for Every Workflow

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