Genesys Multicloud CX (discontinued) vs. Nextiva Contact Center

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

Incentivized

We use Nextiva every day in our company. I like how we have a lot of different customizable options. You can use Nextiva in several different ways. There are also several different ways to use/manage Nextiva, with their Mobile App, Desktop App, and from a browser. Their support is reachable via phone, chat, or email. Nextiva makes integrating with other platforms and implementing new features or functions easy. Just a heads up, depending on how you use Nextiva daily, the backend setup for call centers can be a little tricky.

Incentivized

• 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.

Incentivized

• Nextiva allows you to set up the Contact Center to fit your exact needs.
• The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends.
• The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...

Incentivized

• 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.

Incentivized

• I'd like to be able block numbers globally through the web portal rather than having it done through tech support.
• Mobile app sometimes continues to ring even though the call has been picked up via the desktop app or physical phone.

Incentivized

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.

Incentivized

Service has been exemplary and we are happy with the voice quality and connectivity

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.

Incentivized

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.

Incentivized

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.

Incentivized

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

Incentivized

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).

Incentivized

It isn't just about clear calls- which they have in spades. The features on this platform are like little productivity cheerleaders. We can track calls, analyze performance, and even set up call routing so the right seller gets the right lead

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.

Incentivized

• 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.

Incentivized

• With Nextiva VoIP Call Center, we don't need receptionist on call all the time... that is good
• we receive a lot of complains of people calling and no one answering, but when we check the call history there is no trail of the incoming call... that is bad...

Incentivized