Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month (billed annually) per user
MindManager
Score 8.0 out of 10
N/A
MindManager is a mind mapping and project management tool that aims to boost users’ productivity. It is designed to facilitate a wide range of project types, and includes cross-platform functionality and 3rd party integrations.
Genesys Cloud CX is very well suited for companies that want to implement AI and Autimation with very strict safety guardrails. There are so many AI tools available, and we have tried many; however, Genesys Cloud CX is one of the rare ones that puts safety and compliance first. In addition, reporting and open APIs, and flow architecture help any business customize for their own needs.
It is well suited for a quick prototype of product/development planning to show relationships amongst the APIs used. This helps developers understand the impact of the product changes and identifies the need to update integration components to avoid erroneous deployments. I have not personally experienced a less appropriate scenario at the moment.
There should be some more functionality in the Notes window, such as a "Paste Special " Icon in the notes area to maintain format control.
Although I create many of my own Web export templates, an add-on for web export design would be great, as I regularly create Interactive Electronic Technical Publications (IETP) in HTML export format.
The ability to sync Map shortcuts between devices would also be welcome. I use MM on three devices, and I have to add or amend the Map list individually. My maps are on OneDrive, so using them should not be that hard if they are cloud-based.
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
I feel the main issues of the old Mindjet seem to be gone with the Corel purchase. With the huge advance of sharing via browser HTML even 1 user can affect many. And, actually, using MM kind of forced my rigid brain to rethink how I categorize and classify information/projects.
The idea of paying $69USD for an annual cost is more than fair and a great model for Corel/Mindjet to keep rolling out improvements!
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.
MindManager is very intuitive. The user interface is not cluttered and the ribbon icons are easy to understand. Several excellent "how-to" videos are available on the MindManager site as well as on YouTube. MindManager starts quickly and the user interface is very responsive. Launching other programs from MindManager such as Excel is very fast and issue free. The browsing feature is lightning fast. The drag-and-drop capability is also very fast and reliable.
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.
The application is quick and responsive. We are able to produce mindmaps and reports with ease. The program is not complicated at all and integrates well with software and programs like Microsoft Outlook and Teams, which we truly appreciate.
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
I have called technical support a few times. During the COVID Crisis, I called a few times repeatedly due to a rush request. The technical support guy called me back in minutes. He somehow knew that I had called repeatedly and wanted to make sure my issue was resolved immediately
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
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.
There is a wide range of online training through webinars led by expert users. They are particularly useful for explaining how to use new features and using MindManager 'in the real world' for projects, tasks etc.
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.
Genesys Cloud CX offers the most mature all‑in‑one, cloud‑native microservices platform with strong AI, orchestration, and omni‑channel depth. Webex Contact Center is improving rapidly but remains relatively new, with strengths in Cisco ecosystem integration and enterprise UC alignment. Five9 provides a reliable, scalable CCaaS with strong global redundancy and mature telephony, excelling in high‑volume voice‑centric operations. Overall, Genesys leads in advanced CX/AI, Webex in UC integration, and Five9 in voice resilience.
MindManager stands out for its wide range of export options, customization and how they have enriched the format over time. As a constantly evolving tool, and having tried others, I consider it superior for the abovementioned reasons. Its cross-platform nature has been decisive, and although there are many alternatives in the form of web applications or the like, MindManager presents itself as a more complete and robust option.
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.
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.
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.
For a single person business presentation it is a plus.
Project difficulty is well assessed using the map.
Giving away a paper version of a map is a positive gesture. People like the map, the look, and what it says, and it may also be a way to promote MindManager to them.
Keep the PDF or JPEG saving capabilities for small customers like me. It's important.
