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Genesys Cloud CX vs Interactive Intelligence comparison

The compared Genesys Cloud CX and Interactive Intelligence solutions aren't in the same category. Genesys Cloud CX is ranked #2 in CCP , with an average rating of 8.8, and holds a 27.7% mindshare in the category. Interactive Intelligence is ranked #34 in CRM , with an average rating of 8.0, and holds a 0.2% mindshare. Additionally, 100% of Genesys Cloud CX users are willing to recommend the solution, compared to 100% of Interactive Intelligence users who would recommend it.
Genesys Cloud CX
Read 11 Genesys Cloud CX reviews
  • 1,466 Views
  • 1,000 Comparison Views
100% willing to recommend
Interactive Intelligence
Read 2 Interactive Intelligence reviews
  • 98 Views
  • 62 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
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.

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Categories and Ranking

Genesys Cloud CX
Average Rating
8.8
Reviews Sentiment
6.8
Number of Reviews
11
Ranking in other categories
Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (1st)
Interactive Intelligence
Average Rating
9.0
Number of Reviews
2
Ranking in other categories
CRM (34th)
 

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 27.7%, down 29.2% compared to last year.
Interactive Intelligence, on the other hand, focuses on CRM, holds 0.2% mindshare, up 0.2% since last year.
Contact Center Platforms
CRM
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
Mar 27, 2024
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers
The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.
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Luis Teran - PeerSpot reviewer
May 15, 2022
Reliable with very good social media integration and easy to use
The deployment is a bit harder as you sometimes need help. For us, we have experience. It is not so hard, however, we have a dependency on the operative system, such as Microsoft with Windows Server 2019 or 2016. You must get that kind of system. Also, you need to get this updated and you have many dependencies that you have to work with. The deployment is easy, however, when you want to get the IDR or you want to get the integrations as you want them, you need to deal with so many dependencies with other platforms that it can get hard. That's what's hard with the solution. The solution itself is, of course, it's easy for us, for an engineer, however, for untrained people, that is hard. For the deployment, if the contact center is a large contact center, you must get four engineers or five engineers to do the deployment. Most of them will make the integration and the others will configure the IDR. Another will deploy the integration, and that's all. Of course, then, there will be the documentation you need to deal with.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The integration of CTI within the IT system is a particularly valuable feature."
"The latest version and updates have been great. It really has everything we need."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The most valuable feature for me is the WFM tool."
"The stability is really good."
"Genesys Cloud is an excellent platform."
"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."
More Genesys Cloud CX pros
"The social media integration is excellent."
"Interactive Intelligence is quite user friendly."
 

Cons

"The cost needs to be improved, and it should be easier to integrate."
"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"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."
"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."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
More Genesys Cloud CX cons
"The problem with this current system is that the support is not great."
"The initial setup can be a bit difficult."
 

Pricing and Cost Advice

"The cost depends on the type of license based on your organization's requirements and can get expensive."
"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."
"The pricing is a bit expensive."
"I rate Genesys Cloud CX's pricing a one out of ten."
Information not available
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Top Industries

By visitors reading reviews
Educational Organization
21%
Computer Software Company
12%
Financial Services Firm
11%
Government
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
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What do you like most about Genesys Cloud?
Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.
See all answers
What is your experience regarding pricing and costs for Genesys Cloud?
Pricing is rather expensive. Integration capabilities are costly and not easy.
See all answers
What do you like most about Interactive Intelligence?
Interactive Intelligence is quite user friendly.
See all answers
What needs improvement with Interactive Intelligence?
The problem with this current system is that the support is not great. It's likely that the product will be discontinued by the end of 2025 which is probably why it's not sufficiently supported. Th...
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What is your primary use case for Interactive Intelligence?
This is an omnichannel contact center solution catering to different kinds of channels, whether they are emails, chats, calls, or generic objects, like web objects which can be routed as an interac...
See all answers
 

Comparisons

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Compared 19% of the time
Genesys PureConnect vs Genesys Cloud CX Logo
Genesys PureConnect vs Genesys Cloud CX
Compared 13% of the time
NICE CXone vs Genesys Cloud CX Logo
NICE CXone vs Genesys Cloud CX
Compared 7% of the time
Five9 vs Genesys Cloud CX Logo
Five9 vs Genesys Cloud CX
Compared 6% of the time
Cisco Unified Contact Center Express vs Genesys Cloud CX Logo
Cisco Unified Contact Center Express vs Genesys Cloud CX
Compared 5% of the time
More Genesys Cloud CX Competitors
No data available
 

Product Reports

Buyer's Guide
Genesys Cloud CX
October 2024
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
CRM
October 2024
Interactive Intelligence reportDownload Interactive Intelligence product report
 

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
No data available
 

Learn More

Genesys
Genesys
 

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels. 

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys Interactive Intelligence SAP CRM allows the SAP agent to perform all typical phone, web chat and email operations without leaving the SAP application.
 

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox
ABC Financial, AFAS Software, Quality Bicycle Products, CryptoLogic & WagerLogic, SERVOData, Shinsei Bank, TENAQUIP, MCAP, Visaya Knowledge Process Outsourcing Corporation, Allianz-Tiriac Asigurari, Memira
Buyer's Guide
Contact Center Platforms
October 2024
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