123FormBuilder vs. Genesys Multicloud CX (discontinued) vs. Refiner

If you have a lot of customer interaction with your site, where you need to collected specific, targeted, situational data, 123FormBuilder is an absolute winner. If your site is more information and perhaps leads to a software platform or other product or service, 123FormBuilder might prove unnecessarily robust for you. Something simpler and cheaper might make more sense for you. But in most cases where you're seeking to collect information from customers, I'd happily recommend 123FormBuilder.

Incentivized

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

• Ease of constructing a form with requisite inputs
• Customizable look and feel options based on varying requirements in our case
• Logic based branching & validation

Incentivized

• 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 employees are intimidated at first. After all, it is html.
• There is so much functionality that it can be easy for novices to get lost.
• Will there be more payment flexibility? parents use more of the bank to person payment options.

Incentivized

• 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

I like the product, but I am no longer in control of the project where this product was being used. However, I would definitely use 123ContactForm on future products

Incentivized

Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.

Incentivized

Easy to install and quickly explain to others how to use

Incentivized

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

I did not encounter any blackout issues

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

The interface was very good and easy to use. Everything loaded quickly and it was easy to integrate other products

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

Very neutral, did not have to use support a lot

Incentivized

There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.

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

I installed 123ContactForm myself and while I had some issues installing it I was able to visit their website and the troubleshooting information they provided in their faq section. They did offer other support if a user needed additional support, but I found the information provided on their website to be more than sufficient

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

123ContactForm was very easy to implement and the content provided by them supported the product very well and answered all of my questions

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

Compared to JotForm or Woofoo, 123ContactForm offers a much better interface and better flexibility than the other tools. I have used JotForm only to get stumped by their inability to push the limits of the form. As for Woofoo, the level of ease of use in terms of their interface leaves much to be desired. Any updates made to their form was down using a WYSIWYG, where with 123ContactForm you can make the updates while building the form

Incentivized

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

It was easy to install and I believe that would make it easy to use across several websites

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

• 123ContactForm has been positive for my business. It has saved us money because we did not require any development I was able to do this myself.

• Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
• Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.

Incentivized