We performed a comparison between Genesys Cloud CX and Interactive Intelligence based on real PeerSpot user reviews.
Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms."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 most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"The latest version and updates have been great. It really has everything we need."
"The stability is really good."
"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."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The social media integration is excellent."
"Interactive Intelligence is quite user friendly."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"AI still needs improvement when it comes to predictive engagement."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"The problem with this current system is that the support is not great."
"The initial setup can be a bit difficult."
Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews while Interactive Intelligence is ranked 28th in CRM with 2 reviews. Genesys Cloud CX is rated 9.0, while Interactive Intelligence is rated 9.0. 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 Interactive Intelligence writes "Reliable with very good social media integration and easy to use". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX, whereas Interactive Intelligence is most compared with .
We monitor all Contact Center Platforms 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.
