Dovetail, headquartered in Sydney, aims to enable the world to create better products and services through deep customer understanding. Dovetail states they empower 45,000+ people, from agencies to universities to Fortune 100 companies, to make sense of their customer research in one collaborative research platform.
$0
for a single individual, channel, and research project
Genesys Multicloud CX (discontinued)
Score8 out of 10
N/A
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
N/A
Pricing
Dovetail
Genesys Multicloud CX (discontinued)
Editions & Modules
Free
$0
for a single individual, channel, and research project
Professional
$15
per month
Enterprise
Contact Sales
per year
No answers on this topic
Offerings
Pricing Offerings
Dovetail
Genesys Multicloud CX (discontinued)
Free Trial
Yes
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Optional
No setup fee
Additional Details
Discount available for annual billing on the Professional plan.
Well suited for: A product team with one FT person dedicated to research and operations to ensure the DT stays up to date, since its automated connectors are not that robust for lower plans. Eg., Salesforce doesn't work great without an enterprise plan, and you have to use outside automated workflows to feed in data from other sources of user feedback (e.g., Google Docs, Sheets). An enterprise team with more engineering time to dedicate to customizing their user research workflows.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I really like the User Interface, how easy it is to have all your research data in one project and how visual it is to understand where are things. It does have a good User Experience.
I like how nice and easy it is to create categories or use the ones auto generated as a starting point. It is very easy to create a color coded set of categories that help make sense of the data.
I like how easy it is to see the video snippet of a specific highlight.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Because we are really happy with the tool and it’s capabilities at the moment. The price increase is the main issue we can have but the features are getting better and better. It really saves a lot of time for our team and allow us to collaborate more efficiently with certain stakeholders that often did not réalise how much research we conduct. Now they can just have a look to it by themself!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
it is relatively intuitive but it does take some practice to get used to the platform and understand the capabilities and limitations. There are also times that we have run into issues where the people we are sharing reports with either cannot view them or access is not provided. Additionally, the ability to export any of the video clips or snippets has created some frustration since we want to include the great findings that Dovetail helps put together, but need to bounce between screens or share after-the-fact rather than embedding it directly into a readout deck.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Regarding performance, I would say it’s satisfactory. Adding data and transcriptions is really fast and efficient, and can be done in the background, so I’m never hindered by these aspects. However, all the new AI-generated features are still somewhat slow to run. It’s nothing major, but it should improve in the future.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Support was good, especially when it comes to the capability of your support agents and engineers. But as i am located in Europe, the difference in the time zone made it hard to communicate with your offices and kept my work way back
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The training went very well, and we co-built it to really address our needs. I also think it was beneficial to have feedback coming from someone other than myself (since I manage the tool), as it helped reinforce the points I wanted to highlight. The team’s feedback on the training was very positive.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We looked at a few other options, Marvin and Reforge Insight. They were both pretty cool platforms that operate largely or entirely on AI, but neither quite fit our needs. Reforge Insight was cool, but it did not have all the features we needed from Dovetail, and switching to Marvin felt like a massive undertaking. We have so much data in Dovetail that the "cost" of leaving feels monumental. Besides, Dovetail fits our needs right now.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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).
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Management is quite straightforward; it’s easy to change access if certain stakeholders need to use it. The repository features are accessible to all teams, making it a good entry point into the tool. The more people use it, the more powerful the tool becomes, so it seems truly scalable to me. The limits are more financial, in terms of accessing additional features.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Having a centralized research space is a game changer. Makes it so much easier to hand over research if working with new people and have system in place (using the templates). Saves so much time. We don't have hard numbers on the hours saved but we are much more efficient using Dovetail than without.
The tagging system in general is amazing and allows for consistency in topic marking. This was non-existent for our team before Dovetail and now we can do much more granule reports with exact # of times something was said with accuracy.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
