Genesys Cloud CX 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.
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Survicate
Score8.5 out of 10
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Survicate is survey software for getting continuous customer insights at scale. It can be used to measure customer satisfaction (CSAT), track an organization's Net Promoter Score (NPS), get website feedback, or test product-market fit. Survicate supports any use case related to collecting and managing customer feedback. Survicate can be used to: • Create customized surveys and start getting customer feedback within minutes • Run surveys where they are needed: via email…
$99
per month 500 responses per month
Pricing
Genesys Cloud CX
Survicate
Editions & Modules
No answers on this topic
Good
$99
per month 500 responses per month
Better
$149
per month 1000 responses per month
Best
$249
per month 2500 responses per month
Better Than The Rest
$269
per month
Better Than The Rest
$299
per month Custom pool of yearly responses
Offerings
Pricing Offerings
Genesys Cloud CX
Survicate
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Pricing plans can also be billed hourly.
Additional fees apply for additional users and domains. The price of the Scale plan is negotiated individually and depends on the number of monthly responses needed and possible custom needs, including integrations.
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.
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
Survicate is well suited for very basic intercept polls and is less suited for more complex surveying tasks (e.g., anything more than basic skip-logic or surveying niche cohorts) and longitudinal surveying (e.g., comparing responses from the same or similar cohorts year over year).
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
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
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
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.
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
In my opinion, inconsistent and visually unappealing survey visuals (e.g., NPS and cSAT questions look completely different from each other, creating a disjointed visual experience)
Poor customer service (in my experience, issue resolution can take weeks)
Lack of clarity around API & other technical capabilities requiring engineering assistance
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 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
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 use Survicate for now, over 7 years, and the tool is being constantly improved. New features and products has been introduced over the years. The team listens to our feedback we sometimes share, and improve the product based on that. We really appreciate being supported by the Customer Success, all the insights and help we got from them. And even though they introduced many new features over the years, the tool still remained super easy to use, even from new employees that join our team
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.
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's rare to use products that offer wide range of features, and yet are really ease to use. Over the years, the product has changed a lot, they introduced numerous new features, but the product remained really simple to use. We know it, because new employees who join our team, have no problem in starting to use Survicate on their own, without and dedicated training. The UI is really clear.
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
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 had a lot of issues during implementation that required help from Survicate's engineers. In my experience, it took us over 4 weeks to be fully up and running due to lag times in communication.
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 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
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
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.
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
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.
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
Setup was simple. One-time installation for our website and inside the product. We used Google Tag Manager to implement Survicate. So within 2 hours, we were able to run surveys, and also all attributes and events were passed to Survicate, so that we were able to use them to trigger surveys
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.
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
Considering the simplicity of the need, and the cost of such solution (~600$/yr), I don't think there was very deep research for any alternatives. The main alternative was embedding a feedback tool "organically" into our site, that option was taken off the table, for strategic considerations.
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 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.
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 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.
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 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.
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
We had a business need - to collect feedback on our support knowledge base content. Feedback Lite fulfills this need, with simple, easy to use, solution.
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
