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Upland Software, Inc.

InGenius

Composite Score

8.8 /10

CX Score

9.1 /10

30 Reviews Write a Review

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

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Emotional Footprint Overview

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

Aman y.

Role: Student Academic
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

An Effective Instrument of Better Customer Service

Likeliness to Recommend

10 /10

What differentiates InGenius from other similar products?

In my opinion, InGenius surpasses other solutions by providing straightforward, integrated call management that enhances the user experience.

What is your favorite aspect of this product?

Effortless connectivity with CRM platforms such as Salesforce and Microsoft Dynamics.

What do you dislike most about this product?

Occasionally, it has delays in response time; otherwise, I have not encountered any issues.

What recommendations would you give to someone considering this product?

It is strongly advised to begin CRM integration on a modest scale, and pre-training is required before using this software.

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Isha P.

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

Validated Review

Verified Reviewer

Submitted Apr 2025

Smooth integration that bridges CRM , phone system

Likeliness to Recommend

9 /10

What differentiates InGenius from other similar products?

Click-to-dial and auto call logging streamline call handling and reduce manual work.

What is your favorite aspect of this product?

Real-time screen pop with caller details improves agent efficiency and personalization.

What do you dislike most about this product?

A refreshed, modern UI and stronger offline syncing or error recovery features would make the platform more robust.

What recommendations would you give to someone considering this product?

If your team heavily relies on both telephony and CRM tools, InGenius can save hours of work—just expect a bit of a learning curve early on.

Pros

Reliable
Trustworthy
Caring
Saves Time

Cons

Vendor's Interest First

NamRata S.

Role: Information Technology
Industry: Telecommunications
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

Solid solution with strong feature

Likeliness to Recommend

8 /10

What differentiates InGenius from other similar products?

It robust multichannel intakes and seamless CRM Integration

What is your favorite aspect of this product?

Ability to manage multiple communication channel from single platform

What do you dislike most about this product?

user interface feels bit dated and benefit more with modern design

What recommendations would you give to someone considering this product?

Advantage of training resources and ensure it involves both IT and business stakeholders early to ensure successful adoption in existing system

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

How We Deliver

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

+96 Net Emotional Footprint

How much do users love InGenius?

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

Aman y.

An Effective Instrument of Better Customer Service

Likeliness to Recommend

Pros

Isha P.

Smooth integration that bridges CRM , phone system

Likeliness to Recommend

Pros

Cons

NamRata S.

Solid solution with strong feature

Likeliness to Recommend

Pros

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Title

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