Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.
Within CRM, I have worked on B2C service and sales extensively.
Genesys support is very good.
Sometimes the technical support is knowledgeable and helpful.
Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
Initially, we had ten ERPs, and I have added more since.
Regarding scalability, the solution provides useful configurations that clients can utilize effectively.
Genesys is brilliant concerning stability.
If work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
Simpler integration capabilities.
It is currently restricted to Groovy scripting.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
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.
The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.
Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems.
For HCM, it makes the life of users easier for self-service, payroll run, and applying tax according to the country, where different tax laws according to the country are very easy in Fusion.
| Product | Market Share (%) |
|---|---|
| Genesys Cloud CX | 18.8% |
| Amazon Connect | 19.5% |
| Five9 | 12.9% |
| Other | 48.800000000000004% |
| Product | Market Share (%) |
|---|---|
| Oracle Fusion Service | 0.8% |
| Microsoft Dynamics CRM | 4.4% |
| SAP CRM | 3.9% |
| Other | 90.9% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 9 |
| Midsize Enterprise | 6 |
| 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.
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