"This solution provides uni-channel Service support and is fully integrated with our DB."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The latest version and updates have been great. It really has everything we need."
"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."
"The stability is really good."
"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"Genesys Cloud is an excellent platform."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."
"This solution could be improved with better support for higher education and healthcare."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"AI still needs improvement when it comes to predictive engagement."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
Earn 20 points
Cisco CCX is ranked 4th in IVR Systems while Genesys Cloud CX is ranked 1st in Contact Center Platforms with 8 reviews. Cisco CCX is rated 9.0, while Genesys Cloud CX is rated 9.0. The top reviewer of Cisco CCX writes "Interactive voice response and automatic call distribution help to improve our customer service". On the other hand, the top reviewer of Genesys Cloud CX writes "No restrictions on what the solution can do; new integrations with other cloud solutions". Cisco CCX is most compared with Cisco Contact Center Enterprise, NICE CXone, Nuance IVR, Five9 and Cisco CVP, whereas Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Aspect Workforce Optimization.
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