We performed a comparison between Delighted by Qualtrics and Genesys Cloud CX based on real PeerSpot user reviews.
Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution has other extra features, like Stats iQ, Text iQ, and Predict iQ."
"The tool's most valuable feature is its setup process. I find it intuitive, especially regarding tasks like randomization and survey logic. Delighted by Qualtrics is intuitive compared to many competitors, which justifies its price."
"Text iQ is a great feature."
"The tool's most valuable feature is its simplicity and standardization. The consistent look and feel across surveys make it easy to use and provide a sense of simplicity. Once I've navigated through it for one survey, I feel confident I can efficiently handle the next hundred surveys. The intuitive interface contributes to the overall ease of use."
"The solution is very simple to use."
"Its flexibility allows for easy adjustments to subscriptions, which contributes to user satisfaction"
"The stability is really good."
"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."
"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."
"Genesys Cloud is an excellent platform."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"The solution should add more visual-type elements or image-based question approaches."
"Sometimes, a lot of emails bounce back during email distribution."
"The solution is expensive. It needs to improve the server builder, which can help it do impressive research. When I mention that the server builder can improve, I'm referring to the ease of performing tasks like implicit association testing. While it's possible to do these tasks in Delighted by Qualtrics, it's not as straightforward to create them. Additionally, there are different tiers of features based on the payment plan. As a collaborator, I may not completely oversee all the features available."
"I suggest to the Delighted by Qualtrics development or R & D team to consider incorporating advanced AI capabilities into their platform. In the current trend where AI is being integrated into various tools, introducing features that enable users to generate surveys efficiently through conversational interfaces or minimal instructions would be a significant advancement."
"Most of the improvements made constantly cause some friction in the platform."
"It needs to focus more on broader CX programs and customer experience."
"AI still needs improvement when it comes to predictive engagement."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"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."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
Delighted by Qualtrics is ranked 15th in Customer Experience Management with 6 reviews while Genesys Cloud CX is ranked 5th in Customer Experience Management with 9 reviews. Delighted by Qualtrics is rated 9.2, while Genesys Cloud CX is rated 9.0. The top reviewer of Delighted by Qualtrics writes "An inuitive solution that helps with market research and surveys". On the other hand, the top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". Delighted by Qualtrics is most compared with , whereas Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX. See our Delighted by Qualtrics vs. Genesys Cloud CX report.
See our list of best Customer Experience Management vendors.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
