Genesys Cloud CX vs. Google Cloud Speech-to-Text vs. True Reply

I liked the agent and skill based routing. As a business who have multiple brands and accounts, we usually have agents that are specific to certain brand with different priorities. So this feature has been specifically helpful to our business when routing them through phone, email and chat supports. It helps us generate high customer satisfaction ratings across channels

Incentivized

Real-time meeting notes for the smaller group audience. Strong language coverage of over 125+ languages. Handles mobile phone recordings and environmental noise effectively. Fast transcription turnaround also supports phrases, which improves industry-specific terminology. Generating QA/compliance audit logs. Also builds the sentences with accurate punctuation and sentence boundaries. It has vast global support centers whose primary focus in resolving customer issues and help multinational engineering in building great products

Incentivized

• Ease of call flow design - Architect tool is wonderful and easy to use.
• Ease of API usage: Using native Genesys Cloud APIs, we can develop our own custom logic/solution.
• The Archy tool - which help us to maintain CI/CD across our organization.

Incentivized

• So, first of all it gives the answer or translates in real time which is awesome.
• It has speaker diarization, which detects who spoke each segment. This is a great feature because it can track the number of people as well.
• It has an automatic punctuation system that detects each punctuation mark, such as a dot and a comma, and places it in the text.
• Lastly, it offers a variety of language translations, providing a global platform for interaction with people from different countries.

Incentivized

• Improve the speed of implementation of the most popular ideas on the Ideas portal
• Support teams can be slow and some issues can take a long time to resolve
• Although documentation is generally good, new features are often under-documented or don't include real world examples.
• Arbitrary limits on some components can make things an unnecessary hassle

Incentivized

• Integration outside of the google eco system is challenging here.
• Google Cloud Speech-to-Text works only with active internet connection if the internet bandwidth is low it effect the transcription process and can lead to data inaccuracy.
• In terms of the pricing also this is at higher range which all the companies cannot afford like small scale organisation if they would like to use the tool they would look over the price to make the decision. Reducing the price can increase the product usage more

Incentivized

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

Incentivized

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.

Incentivized

The reasoning behind my 10 is that the UI is very intuitive; I didn't require any formal training to use it. Google's speech-to-text is not just a conversion tool; it helps automate mundane tasks, saves time, and has an almost human-like understanding.

Incentivized

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.

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

Incentivized

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

Incentivized

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.

Incentivized

The first engineer that we had work with our team was not able to grasp our needs. However, Genesys Cloud CX quickly replaced that person with an overqualified engineer who joined our implementation team because he wanted to support our work.

Incentivized

I don't think it can even compare. Genesys Cloud CX is a whole different level. The biggest advantage was that Genesys cares about its customers, regardless of size; it listens to feedback, encourages customers to get involved with its roadmap, and provides so many educational resources to ensure you are well set for success after the implementation.

Google Cloud Speech-to-Text outperformed its competitors significantly in terms of accuracy, surpassing any other product available. Additionally, its support for multiple languages was unrivaled in the market. Moreover, for clients with robust bandwidth, Google Cloud Speech-to-Text offered real-time transcription capabilities, enabling users to transcribe live audio streams with minimal delay.

Incentivized

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.

Incentivized

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.

Incentivized

• 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.

Incentivized

• It reduced our budget for assistants who transcribed files manually
• It speeds up the process, because we can have a transcriptions straight after the interviews
• It increased accuracy, because AI makes the transcriptions for every second, and you can find the words which were said at specific time.

Incentivized