I would rate this solution as nine out of ten. It does everything we want it to do, and it does it very well. It's very stable. It's complex in deploying and in troubleshooting, so it takes time to troubleshoot and isolate any issues. We chose Genesys because of the customization ability. It lets us be very granular in how we customize the solution with the features we want. We can fine-tune it to meet our exact needs. If we don't want something, we can turn it off so that it exists in the back end but nobody can use it. It's very customizable and user-friendly. My advice is to really understand what kind of customer and agent experience you're looking for. There are probably cheaper solutions that don't offer as much support from the vendor or the ability to customize. Depending on your needs, you might not need to customize very much.
NICE CXone and Genesys Voice Platform compete in the cloud contact center industry. NICE CXone is more favorable for versatile integrations and customer support, while Genesys Voice Platform is noted for its advanced features and robustness, justifying its price difference for some.Features: NICE CXone has strong workforce optimization, analytics, and integrates widely with third-party applications. Genesys Voice Platform stands out with sophisticated routing, voice AI capabilities, and...
I would rate this solution as nine out of ten. It does everything we want it to do, and it does it very well. It's very stable. It's complex in deploying and in troubleshooting, so it takes time to troubleshoot and isolate any issues. We chose Genesys because of the customization ability. It lets us be very granular in how we customize the solution with the features we want. We can fine-tune it to meet our exact needs. If we don't want something, we can turn it off so that it exists in the back end but nobody can use it. It's very customizable and user-friendly. My advice is to really understand what kind of customer and agent experience you're looking for. There are probably cheaper solutions that don't offer as much support from the vendor or the ability to customize. Depending on your needs, you might not need to customize very much.