Azure AI Speech vs. Genesys IVR

This service is well suited for scenarios where you need to integrate text-to-speech and/or speech-to-text into applications. Within our organisation, it is primarily used by students for development purposes to enable said functionality but is also used to provide accessibility to students who have hearing-related issues. Its multi-language support is also beneficial for our international students who have English as a second language and are therefore able to rapidly translate any text or speech that they do not understand.

Incentivized

Genesys IVR is an industry-leading IVR application. IVR is one of the core features of a contact center system and Genesys IVR plays an important role in Genesy's offering. The capability to customize it using code, and its ability to write complex backend logic, makes it a very powerful application capable of providing the end-users a plethora of options and enhancing the end-users CX.

Incentivized

• APIs offered are very robust.
• Languages supported is far greater than most of its competitors.
• Integration with our custom apps was easy.
• Speech models that we created using neural voices were quite impressive.
• Translation services worked really well.
• Built in machine learning opens it to a lot more business use cases for the future.

Incentivized

• Route large volume of clients to the correct queue
• Enable customization of IVR messages and routing
• Enable flexibility to control which specific clients get routed to with teams or agents.

Incentivized

• More support for India regional languages and the ability to interpret Indian dialect.
• More detailed documentation with more coded examples to be available.

Incentivized

• UI Could be made more user friendly
• Better reporting capabilities
• Code Versioning

Incentivized

Azure Cognitive Speech Services is simple and the interface is not complicated even for those getting started with these customer services tools and the best voice recognition. Setting the platform dashboard preferences is also an easy process and with the ability to manage workflow and document management the system functions are stable and effective.

Tested this software. I did not find it met our business needs

Incentivized

• It helps us catch requirements and make notes so that we don't forget when drawing out proposals.
• Also helps us with targeted pitches and helps save time.

Incentivized

• Enhanced CX
• A useful touchpoint in the customer journey
• Taking Digital Banking to the next level

Incentivized