Alida CXM vs. Genesys Multicloud CX (discontinued)

If you need a robust back end statistical program, this is not for you. If you are looking for a slick, interactive media survey tool it deserves a strong look.

Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close

Incentivized

• The ability to cross-tab and filter in dynamic report is pretty flawless.
• Additionally, the various export formats in the report module are each useful in their own way.
• Their client relations is really nice, they are always quick to respond to issues or additional help needed.
• They do a great job on their end of finding panelists when we need additional people for a survey.

• VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
• Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
• The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
• The level of details for report customization is another strong point.

Incentivized

• Some things on Vision Critical allow for customization, but other pieces seem cumbersome. Based soley on the survey piece of this software, I would rate it better than most basic online survey tools (surveyMonkey or Zoomerang), but not as customizable as some of the more advanced solutions (like Qualitrics)
• The tool in Vision Critical that allows you to see survey data and reports is unwieldy and complicated to use.

• Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
• There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
• Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.

Incentivized

There are better options out there. The only motivating factor to use this product is the lower cost and the value received from using it.

Genesys Contact Center Portfolio is an expensive product to purchase and maintain. Once committed to, it is also an expensive product to replace. That said, our company is constantly evaluating Genesys and other contact center technology vendors to determine which will provide us with the best ROI.

Incentivized

I think there is a ton of room to improve, in things as simple as aesthetics and other areas of logical flow when it comes to creating and then launching a survey, as well as providing descriptors for what each field is referencing. For instance, there are like 5 date fields to be filled out, but no button near them that says "this date will determine _________" and I am not about to go back into the training module, which was confusing enough to FIND, let alone work through to find just ONE answer.

Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.

Incentivized

There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.

Incentivized

Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.

Incentivized

Absolutely fantastic support team. Willing to help you online through vast collection of how-to guides and resources, online via chatbox, or over the phone. Even though we were in different time zones, they were always available. Very helpful and knowledgeable

Giving this rate especially for eServices support team which help us immediately and pin point the issue directly. Most of the time, we raised issue to genesys support regarding to social media, they're replied a solution or a way to get rid of the problem after sending initial response which means they cared about the case.

Incentivized

Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.

Incentivized

Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.

Incentivized

It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier

Incentivized

As described earlier in the review, I believe Vision Critical provides a fantastic survey tool. However, I think that some other tools are just as good for simply programming and deploying surveys. The thing that makes Vision Critical stand above the rest is the opportunity it provides for you to easily engage with the same customers on an ongoing basis and tie their responses together over time. I love that we can manage our insight community's home page, emails to panelists, surveys, reports, and much more all from the same tool.

For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).

Incentivized

The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.

Incentivized

• Particularly with the panel we have been able to save costs on purchasing sample
• With the panel we can quickly field questions for short notice requests

• Custom Kiosk application using generic interaction for walk in customers improved the efficiency of the lobby staff by almost 200%
• QA tools allow for automation of many aspects and the efficient management of scoring and recording .
• Manages all types of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
• Manages reporting on of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
• Centralized support tools allow for small staff to support and administer all parts of the system
• Integration of all modules allows for active, real time passing of data to provide real time speech analytics, qa, reporting, workforce management and general interaction management

Incentivized