Genesys IVR vs. OpenText Portal

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

• It completely depends on the version to work with and the approach. However, it provides a catalog of useful properties and tools for web development and portals.

• Also for document management it is a great option, since the management, control and management of these is quite useful.As a technical use, it is a great tool for the management, handling, coordination and synergy of projects.

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

• Exceptional handling of data and documents.
• Intuitive and simple management of the portal.
• Integration of third-party applications such as Sharepoint.
• Great customer service and support.

Incentivized

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

Incentivized

• Construction of components as templates for end users.
• From my experience, despite being intuitive, the learning process can be slow.
• I feel it is not the best value for money option.
• In my opinion, despite the integrations being great tools, they haven't been perfected.

Incentivized

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

Incentivized

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

Incentivized

• Reduction of time in the management of files and information.
• In complement with trained personnel, reduction of time in the creation of portals and information centers.
• Greater visibility of the data that is available and must be managed.

Incentivized