"The most valuable features of this solution are its flexibility, scalability and most of all the stability."
"The stability is really good."
"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."
"The latest version and updates have been great. It really has everything we need."
"Genesys Cloud is an excellent platform."
"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."
"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."
"This solution needs to be made more cloud-centric."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"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."
"AI still needs improvement when it comes to predictive engagement."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
Earn 20 points
Avaya Aura [EOL] doesn't meet the minimum requirements to be ranked in IVR Systems while Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews. Avaya Aura [EOL] is rated 10.0, while Genesys Cloud CX is rated 9.0. The top reviewer of Avaya Aura [EOL] writes "Can enable any organization to become agile and dynamic in unified communications". 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 ". Avaya Aura [EOL] is most compared with , whereas Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX.
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