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Genesys Cloud AI Reviews and Ratings

Rating: 5.7 out of 10
Score
5.7 out of 10

Community insights

TrustRadius Insights for Genesys Cloud AI are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Customer Engagement Feature: Users have found the customer engagement feature valuable, appreciating its ability to provide personalized experiences with human-like responses. This feature enhances interaction and fosters a more engaging connection with customers.

Ease of Use and Productivity: Reviewers have highlighted the software's ease of use, noting how it enhances productivity and allows for easy customization of information. The intuitive design streamlines workflows, saving time and increasing overall efficiency for users.

AI Capabilities and Lead Management: Customers have praised the intuitive AI capabilities integrated into the software, which effectively capture leads from various sources and streamline sales processes. The AI features not only automate lead management but also improve targeting and conversion rates through data-driven insights.

Reviews

15 Reviews

Exceed.ai offers a solid entry into the conversational AI market; however, there are some improvements that can be made

Rating: 6 out of 10
Incentivized

Use Cases and Deployment Scope

The tool has been useful for our marketing team as it has helped reduce the amount of time and resources that need to be dedicated to specific manual tasks. The tool has been especially useful for helping with our recruitment process by providing a conversational system that can cover the most basic support for potential students without the need for dedicated staff to get involved with relatively simple problems.

Pros

  • Easy to use
  • Customisable
  • "Realistic" customer engagement

Cons

  • Though customisable, it is not the most intuitive and can take a while to setup appropriately for your organisation
  • It can be slow to pull in new inputs and it is difficult to integrate into other systems such as CRMs
  • A bit pricey compared to other options

Likelihood to Recommend

This product is suitable if you are looking to implement sales enablement, customer engagement, or general marketing automation, especially if you need 24/7 support to be in place. Though the functionality for email marketing is in place, it is often slow at releasing emails and the process of setting this up can be quite laborious.

VU
Verified User
Employee in Information Technology (1001-5000 employees)
Vetted Review
Genesys Cloud AI
1 year of experience

A great tool for pre-qualifying sales leads!

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We looked into several Virtual Assistant services before trying Exceed.ai and found that Exceed was a top contender for our use case (providing a human-like virtual chat experience to help drive customers from a "lead" to a "sale" with as minimal human support during the process). We've found that using human agents does provide a great customer experience, but required 24/7 staffing and having fully trained (and paid) agents at all times. Using a Virtual Assistant (with human-like responses) would allow us to help drive potential leads into qualified leads that our live agents would be better focused on.

Pros

  • Customer engagement. Having a "human-like" response rather than a typical automated response drives engagement and lets customers feel that they're dealing with a more personal company.
  • The ability to pre-qualify leads before handing them off to a live sales agent (rather than having the sales agent qualify them).

Cons

  • We found that the Exceed.ai virtual service met all of our specific needs during testing.

Likelihood to Recommend

Exceed.ai is helpful when a business wants to offer a 24/7 live service without live-staffing during that time, allowing the live staff to only focus on the pre-qualified leads (pre-qualified through Exceed's service). For example, if we can only assist a group of qualified customers who meet specific conditions, allowing Exceed to pre-qualify them may mean that 50% are qualified and 50% are not qualified, allowing our live sales agents to focus on the 50% who have already been qualified.

VU
Verified User
Director in Customer Service (51-200 employees)
Vetted Review
Genesys Cloud AI
1 year of experience

Exceed.ai is a great Intelligent Virtual Assistant Tool

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Exceed.ai is an artificially intelligent virtual assistant tool that improves productivity and organization of users by providing customized information based on the user's needs and preferences. It uses various natural language processing software to ensure maximum accuracy, clarity, and speed of answers, thus making it an optimal choice for rapid business decision-making.

Pros

  • Easy to use.
  • Improves productivity.
  • Provides customized information.

Cons

  • Integration with CRM is a bit difficult.
  • Has some preset limitations.
  • Less flexibility.

Likelihood to Recommend

Exceed.ai is a smart assistant tool developed on the Chatbox platform, where users can easily use custom commands to get the daily task done by the tool. Also, it is an intelligent virtual assistant that learns from your behavior and recommends what you might like or need in the future. It is highly recommended by me to others.

DK
Deepak Kumar
Senior Developer in Information Technology at Backlsh (11-50 employees)
Vetted Review
Genesys Cloud AI
2 years of experience
View profile

Exceed.ai is highly scalable, flexible, and customizable.

Rating: 9 out of 10

Use Cases and Deployment Scope

Exceed.ai offers unique features and functionality. We typically connect it with our databases and platforms like Salesforce and HubSpot (among others). It has intuitive UX/UI, easy setup, and I can schedule meetings via my calendar (Microsoft Outlook) and accurately follow up. It is highly scalable and flexible, it facilitates fluid conversations in real-time with other people, it helps us to generate clients and increase new opportunities. A/B tests do not allow you to improve and obtain better results.

Pros

  • A/B tests.
  • The interface is clean and intuitive.
  • Intuitive AI.
  • SMS
  • Meetings can be scheduled directly in the calendar using integrations or calendar apps like Calendly.

Cons

  • Its price seems very excessive to me.

Likelihood to Recommend

Exceed.ai works 24 hours a day, 7 days a week. It is a very powerful platform, suitable for anyone who wants to implement it to schedule meetings or conversations via live website chat and email, although it has to be mentioned that it is ideal for sales and marketing teams, noting that it connects to many CRM tools.

PP
Philipp Pettit
Software Engineer in Information Technology at Cynopsis Solutions (51-200 employees)
Vetted Review
Genesys Cloud AI
2 years of experience
View profile

With exceed.ai we have no problem serving our customers

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Thanks to this software we have been able to provide our customers with a better service, as we have been able to implement chatbots on our website and guide users to an effective sales process. It is allowing us to select potential customers from those who are not and in this way our agents will be able to close sales.

Pros

  • It allows us to capture leads through email or visitors coming to the company's website.
  • We have been able to occupy our sales agents in closing business, while the software gets the data from potential customers through surveys, questions and forms.
  • The software naturally strikes up conversations with customers, allowing us to learn about their interests in products and leading them down the path to purchase.

Cons

  • It can be a bit complicated to set up and adapt to the company. It took us a while to adapt to the software due to the complexity of its functions and tools.
  • It can be a bit slow to pull in customer data and the chat on the page makes it cumbersome.
  • It takes a considerable amount of time to set up questions so that the system knows how to handle the customer and this process must be reviewed from time to time for it to be effective.

Likelihood to Recommend

This software will greatly help the entire marketing and sales team of the company. In our company we have been able to streamline the work, serve more customers and close many more sales, because we put the human staff to close the deals and exceed is responsible for capturing new customers.

LA
Luis Alcalá
Senior Manager, HR Planning & Talent Management in Human Resources at TruGreen (5001-10,000 employees)
Vetted Review
Genesys Cloud AI
1 year of experience
View profile

Innovative AI that automate your Sales follow-up workflow.

Rating: 7 out of 10
Incentivized

Use Cases and Deployment Scope

Automate lead qualification processes through conversational AI, integrated with CRM to streamline sales funnel. Nurture the leads by leads follow-up to guide leads through the funnel. Using the in-suite tool like meeting schedules to set up sales meetings.

Pros

  • Lead qualification.
  • Personalization
  • AI
  • CRM Native Integration.

Cons

  • AI bot reachout can create confusion to owner of lead.
  • Quite tedious to send an email.

Likelihood to Recommend

We are able to achieve what we wanted from Exceed, that without it we would not be able to set up as many sales meetings. It helped the sales representatives with tedious tasks so they can focus on other priorities. Another important aspect is to capture the reasons for dropping on the leads that do not follow through with the sales. We were able to create an umber of sequences without a limitation according to the workflow and use cases that we desire.

VU
Verified User
Manager in Marketing (1001-5000 employees)
Vetted Review
Genesys Cloud AI
1 year of experience

A virtual assistant almost matching human touch

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

As a part of sales outreach, we try to reach as many potential clients as possible. For obvious resource crunch, you cannot reach everyone personally. So this helps in reaching out. Their customer success team is also extremely helpful and willing to put in the extra time in order to make sure the platform works for your organization.

Pros

  • Their customer team is also extremely helpful and willing to put extra time in order to ensure the platform works for your organization.
  • Exceed.ai automatically updates your CRM and marketing automation platform with the latest lead status.
  • It can be deployed in Cloud, SaaS, Web-based.

Cons

  • Conversations could be better and customized.
  • Takes too much time to send an email.
  • Too many steps required to start working with the platform.

Likelihood to Recommend

Exceed.ai's ability to handle mass outreach to a large number of people at once. With a single press of a button, the AI virtual assistant may start a conversation with many prospects. Which is a great feature. The software worked well with our existing CRM, allowing us to re-engage contacts that had been neglected.

AJ
Abhishek Jain
Programmer Analyst in Engineering at The Smartcube (201-500 employees)
Vetted Review
Genesys Cloud AI
2 years of experience

Great software for lead qualification

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We used to get a lot of leads and it was not possible with human interaction to cater to all the leads we were getting through the website. So we explored the exceed.ai product if it can handle and eliminate the non-qualified leads. And it works as it states, you just need to feed it with all the data and it works wonder after that.

Pros

  • Making conversations same as humans.
  • Available all the time 24*7.
  • Integration with the CRM.

Cons

  • The integration was a bit tough, could be made easy
  • Using the product itself requires some depth knowledge of converations which not every one possess

Likelihood to Recommend

It is well suited if you get a lot of inquiries from your website. It helps to know which ones are qualified and should invest time in and which ones are not so one should not waste time on them.

VU
Verified User
Manager in Information Technology (201-500 employees)
Vetted Review
Genesys Cloud AI
1 year of experience

Take the hassle out of outreach and use Exceed.ai!

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

Our sales team has been overwhelmed by the increase in customers since the pandemic began. We're using Exceed.ai in our sales department for follow-up with prospective customers. We have a few different types of outreach that Exceed.ai helps us accomplish. New prospective customers are having weekly outreach through Exceed.ai for a series of 6-12 months that we've customized based on the type of prospect we are speaking with. It helps our sales team focus on active prospects and allows older prospects to still have outreach. We love it!

Pros

  • Customer service is great
  • Prospective customer outreach
  • Prompt responses and feedback

Cons

  • Working out time zone issues
  • Sometimes the outreach happens too often or there are duplicates
  • Phone call outreach - we currently use email and text

Likelihood to Recommend

Exceed is great for constant outreach to your prospective customers. We were able to customize the outreach based on the type of lead and it's been working very well for our company. If you need help keeping up with your prospects or leads, Exceed.ai is for you! If you have warm leads or cold leads, this is the platform to assist!

VU
Verified User
Supervisor in Sales (51-200 employees)
Vetted Review
Genesys Cloud AI
1 year of experience

Exceed will help you Exceed meetings booked KPI!

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We have a small team so we needed a conversational marketing product to help fill in some gaps. We use exceed.ai for prospecting as well as for customer success for free tiers. It helps the sales rep move quicker and just focus on the “hot leads”. We learn a lot about our customers from the interactions.

Pros

  • Customer service is amazing.
  • Have a lot of pre set templates to get you started.
  • The exceed bot on emails is a great help with feedback or predicting the success of that email.

Cons

  • Easier to create questions/answers within sequence would be nice.
  • Add qualification questions yourself.

Likelihood to Recommend

I feel Exceed would be great for really any tech / SaaS company. It can help you scale quickly and really find out the content that people want to know. I love the easy-to-use UX and customizable features.

CK
Christina Kay
Vp, Marketing in Marketing at ResellerRatings (11-50 employees)
Vetted Review
Genesys Cloud AI
1 year of experience
View profile