Conversica vs. Genesys Cloud CX vs. Sembly.AI

Conversica is an excellent tool if you have a large database of potential students, sales leads, or other forms of potential customers/users. It does not replace human interaction, but instead supplements it - allowing your admissions/sales/retention team to spend their time with those individuals that are in most need of assistance - whether that be because they are "hot leads" for a sale, students with a sincere interest, or customers needing assistance beyond the capabilities of an automatic system.

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Genesys Cloud CX is particularly well suited for organizations looking to consolidate customer interactions across multiple channels into a single platform. In our experience, it works very well for omnichannel customer service, especially when voice, digital channels, routing, reporting, and customer experience need to be managed together. The flexibility of its routing capabilities and the ability to integrate with other business systems are especially valuable for more complex customer journeys.

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Powow is well suited for meetings, multi-meetings, and having everyone in the team involved. It simplifies the process of decision-making and any process within our business that needs multiple people working at the same time. It allows people to focus on the meeting instead of taking notes as Powow uses audio transcription to create summaries about everything said. It also allows getting relevant insights and analytics that are really helpful for the business. In my own case, being a fashion and design store requires hand on meetings and work that can't be done thru the internet. Also, for very important meetings or information, you can't really rely on the transcripts as they are not perfect. Even though Powow is relatively new, it has mainly positive aspects.

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• Conversica is great at working low level leads and surfacing those that are in fact interested in your product or service.
• Conversica is also useful in weeding out leads that are not strong.
• Since Conversica is sending emails to various prospects, customers and opportunities, it allows sales, account managers, service etc, to focus on other activities, thereby saving time and freeing up resources.

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• From an administrator point of view Genesys Cloud CX provides a drag & drop omni channel flow building option using Genesys Architect tool. The interface is very intuitive and provides flexible options to design call flows
• Genesys Cloud CX has deep integration with Salesforce & ServiceNow
• Genesys Cloud CX provides native Workforce Engagement Management. This reduces the dependency to unnecessarily procure products from other vendors for quality assurance auditing, screen recording or agent scheduling
• We can also deploy BYOC (Brin Your Own Carrier) for telecom SIP trunk deployment. This is a big bonus when we want to reuse our existing DID's with our SIP trunk providers

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• It facilitates the communication among people within our business.
• Includes the option to have multi-meetings.
• Provides a transcript of everything said during the meeting.
• Provides summaries for easy recap and follow up.

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• The method of standing up campaigns can be a little tedious for administrators because it uses copy/paste of Salesforce Campaign ID instead of just searching for active Salesforce campaigns.
• Understanding the conversation path options that the AI could take is improving greatly, but can still use some improvements for admin awareness when standing up a new conversation.
• Understanding what conversation types exist and how they differ from one another is sometimes difficult to self-serv, but the Conversica team is always very good about helping out explaining these.

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• Reporting - the removal of the basic reporting tab, which was available earlier. We can bring something like that back to Genesys CloudCX. Just have a standard out of box reports.
• Log analysis: Difficulties sometimes arise when an issue cannot be resolved with the basic information available. We can enable a log analysis tool that collects data from multiple components over time and can be reviewed in case of issues or failures. Similar to logs available in Genesys Engage.
• Last Routed Agent - We can bring back the LRA to Genesys cloud cx for voice as an option or a function that can be enabled at the Architect or Queue level. Which will help many customers as they have used it previously.

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• As it is a new platform, some functions can be pretty basic.
• The summarizing notes are not always perfect, this could be improved.
• Navigation around the platform is not as intuitive as it could be for new users.

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Tool is extremely powerful but comes with a heavy price tag. As long as we close more than 30 deals with year with Conversica's assistance it will be an easy choice to renew. If we don't we will have to figure out if these funds are best spent in other lead generation places.

The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed

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Standalone, it's very easy to use. It becomes a little more complicated when you're working with it as an integration in Salesforce.

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Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.

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The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.

Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.

Our account manager and support rep have been extremely helpful in helping us get the system where we wanted it. Given our original use case as a lead qualifier, a lot of the conversations needed to be altered or exceptions created in order to provide the customization we needed. Our AM and support rep were able to accommodate most of our requests and were extremely helpful in working with us on a solution.

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Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience

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Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience

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In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.

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The implementation went smoothly. The only advice I would give for anybody looking to integrate Conversica with Salesforce is to ensure that either you or somebody within your organization has experience with process builder as you'll need to create some processes to force your leads into Salesforce campaigns for the Conversica system to pick them up.

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My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.

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I haven't looked into many other conversational ai products - we received a solid recommendation about using this and have been happy with the process and experience. Price was also pretty good, so we didn't feel a need to shop around on that front. If things change I'll do that homework, but we're happy for now

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Genesys Cloud CX is much easier to manage than PureConnect - all from one system rather than needing separate components to install and validate. The ease of use when utilising all of the functionality really brings us to present day technology. Where it falls down is in its Outbound systems, currently we are still using pureconnect as an outbound platform and shortfalls in the Cloud CX system has meant we must look elsewhere for our future operations.

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Even though all of the mentioned platforms are helpful for meetings and teamwork, Powow is so much better. First, it allows multi-meetings, facilitating the job of the managers and heads of every team to be involved in all the work done. Also, it has audio transcripts that avoid the need for note-taking, making people pay full attention to the meeting. Provides as well insights and analysis related to the business and meeting content that are really helpful for the business. The AI component to extract patterns and sentiments across multiple meetings is a huge tool for managers and heads of teams to identify key issues and mitigate risks.

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Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.

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I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.

Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.

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• We have found that each conversation type has a different ROI. Some are very hard to report off of, whereas others are easy. this is because some are more built around building awareness of what we offer where they may not purchase it for months down the line.
• Has helped us to save on salaries. If staff were to try to do the same thing our AI Assistant does, it would take them many hours to be as successful.

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• For a product-based company like ours, we have existing Genesys customers who can use our product, as we have already integrated our product & solution into Genesys.
• By viewing Genesys as a contact center, we generate numerous ideas about what features need to be implemented.
• Genesys is the best choice for big, enterprise-level businesses as it can handle multiple calls simultaneously seamlessly.

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• Reduced the design thinking and design process time in half as it helped with team communication.
• Allowed to start multiple projects during the year.
• Gave helpful insights that allowed the business to increase customer satisfaction and sales.
• Cut costs on physical offices as 90% of the job is done remotely.

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