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 Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."The latest version and updates have been great. It really has everything we need."
"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 is an excellent platform."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"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."
"Interactive Intelligence is quite user friendly."
"The social media integration is excellent."
"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."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"AI still needs improvement when it comes to predictive engagement."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"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 1st in Contact Center Platforms with 8 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 "No restrictions on what the solution can do; new integrations with other cloud solutions". 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, NICE CXone, Five9 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.
