Genesys Multicloud CX (discontinued) vs. ProProfs Survey Maker

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

If you have many hours to spend on the phone or chat with customer service and want to save $100, ProProfs is your platform. For those with limited time to invest, it's worth spending a bit more to get quality service and functionality without a hassle.

• 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

• ProProfs is cheaper than its competitors.

• 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 feel] Customer service closes tickets without resolving the issues first....and there are a lot of issues.
• I paid for the upgraded version, but couldn't get the upgraded functionality without spending days on the phone, chat, and remote desktop with customer service.
• We paid for 500 responses/month, but the survey closed before we reached that number. We asked for a refund so we could pay for another month of advertising, but they ignored the request, instead giving us more days to use the platform (not sure how this was supposed to help).
• Every time you view the Welcome Page, the changes to font and formatting revert back to default and you must re-do them every time.
• The reports aren't what you expect. They are very limited. I expected Q1- 75% answered Yes, 25% No. Instead the reports are listed across columns in an Excel spreadsheet with every respondent's answer in the rows below. The stats are a bit better, but I don't think you can share them with others.
• Very limited functionality in the free or 1st upgrade. You need to go to premium and get on the phone with customer service to get basic functions that appear in Survey Monkey. {I think] their advertising is misleading.

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

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

They shouldn't have opened for public use before they figured out their tech glitches, functionality, how to report, billing issues, and customer service. [I feel] it's poorly run and creates hassle, negative ROI, and frustration for organizations using the platform. Unfortunately, needing to call or email ProProfs every week to get the platform to work is not a good service model.

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.

The customer service is not well trained on the issues I've needed to call about. There doesn't seem to be good interaction cross-department at ProProfs and every time I talk to someone new, I have to re-explain the situation or they blame the situation on another department. They don't get quick results for the client.

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

ProProfs feel like a garage start-up that didn't really figure out the functionality or customer service before they launched, while Survey Monkey is reputable and reliable. ProProfs has very limited reporting, but Survey Monkey is exactly what you expect with the basic package- analyzing percentages of each response. Survey Monkey is more customizable, even if you have to pay a bit more.

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

• Negative ROI based on extra money spent on upgrading, losing days with the survey not being upgraded on time, losing money on external advertising when the survey closed early, and losing many work hours reaching out to customer service.