Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.
Genesys support is very good.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
Genesys is brilliant concerning stability.
We haven't really had any technical challenges with Oracle CRM.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
It's already integrated into our environment, so moving to something else will require a massive investment and change in strategy that we as an organization are not prepared to embark on just yet.
The AI feature needs improvement.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
Currently it's meeting all our needs, hence the migration about six months ago that we moved from on-premise to OCI, to the cloud-based platform to add additional capacity and analytics.
The solution serves end-to-end customer relationship management which includes sales cloud, e-commerce cloud, and marketing cloud.
| Product | Market Share (%) |
|---|---|
| Genesys Cloud CX | 17.4% |
| Amazon Connect | 19.9% |
| Five9 | 13.4% |
| Other | 49.300000000000004% |
| Product | Market Share (%) |
|---|---|
| Oracle CRM | 1.4% |
| Microsoft Dynamics CRM | 4.5% |
| SAP CRM | 4.1% |
| Other | 90.0% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 16 |
| Midsize Enterprise | 2 |
| Large Enterprise | 22 |
Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.
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