We performed a comparison between Genesys Cloud CX and Qualtrics Customer XM 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 most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Genesys Cloud is an excellent platform."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"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."
"We can integrate data and run an algorithm."
"Its comprehensive features and ease of use make it a valuable tool for efficient data management and analysis, contributing significantly to our organization's operations."
"The most valuable feature of Qualtrics Customer XM is the survey, which is very user-friendly and designed as a drag-and-drop item."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"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."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"The solution's integration with Salesforce should be improved."
"Certain limitations could be addressed in the product. For example, when implementing surveys for diverse product ranges or categories, the platform needs help to adjust questions based on user responses dynamically."
"It is not easy to implement."
Genesys Cloud CX is ranked 5th in Customer Experience Management with 9 reviews while Qualtrics Customer XM is ranked 1st in Customer Experience Management with 5 reviews. Genesys Cloud CX is rated 9.0, while Qualtrics Customer XM is rated 8.4. 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 ". On the other hand, the top reviewer of Qualtrics Customer XM writes "Helps us to identify broad populations and correlate data from different speeds". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX, whereas Qualtrics Customer XM is most compared with Medallia Experience Cloud. See our Genesys Cloud CX vs. Qualtrics Customer XM 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.
