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Genesys

Genesys DX

Composite Score

7.3 /10

CX Score

7.3 /10

8 Reviews Write a Review

What is Genesys DX?

Create personalized experiences at scale, with a single solution that brings the best of artificial intelligence (AI) chatbots and human support together. So, your customers and employees get what they need the first time, every time.

Company Details

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Genesys DX Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

87 Plan to Renew

72 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+89 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Genesys DX?

0% Negative

13% Neutral

87% Positive

Pros

Helps Innovate
Trustworthy
Inspires Innovation
Altruistic

Feature Ratings

Average 76

Knowledgebase

Leads Generation

Application Programming Interface

Translation

Integration With CRM

Wayfinding

Voice or Text Input

Scheduled Availability

Learning and Adaptability

Personalized Service

Multi-channel

Vendor Capability Ratings

Average 74

Usability and Intuitiveness

Ease of Implementation

Vendor Support

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Breadth of Features

Ease of IT Administration

Quality of Features

Business Value Created

Genesys DX Reviews

Ndumiso Theo N.

Role: Operations
Industry: Healthcare
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2024

Easy to use, but a bit pricey.

Likeliness to Recommend

10 /10

What differentiates Genesys DX from other similar products?

Genesys DX’s powerful analytics and reporting capabilities allow businesses to track performance, customer satisfaction, and agent productivity in great detail. The platform offers real-time and historical data that can be used to identify trends, uncover opportunities for improvement, and optimize operations.

What is your favorite aspect of this product?

Scalable Cloud-Native Architecture

What do you dislike most about this product?

Customer Support Challenges and Dependency on Internet Connectivity

What recommendations would you give to someone considering this product?

Clearly define your goals and requirements. Consider factors like the number of communication channels you need (e.g., voice, chat, email, social media), desired customer experiences outcomes, agent productivity goals, and reporting needs. Genesys DX is a powerful platform with many features, so understanding exactly what you need will help you avoid unnecessary complexity.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sachin S.

Role: Consultant
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2024

Fabulous Support

Likeliness to Recommend

9 /10

What differentiates Genesys DX from other similar products?

Genesys DX provide more support in understanding client needs and generating revenue in the business

What is your favorite aspect of this product?

I specially like the digital engagement feature of this product. I can use this software from any location

What do you dislike most about this product?

Sometimes, we face issues when getting response or results from this products

What recommendations would you give to someone considering this product?

If you want to save your crucial time, start using this software

Pros

Inspires Innovation
Includes Product Enhancements
Friendly Negotiation
Reliable

Cons

Vendor's Interest First

Sanskar S.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Oct 2024

Powerful features, but complex to set up.

Likeliness to Recommend

10 /10

What differentiates Genesys DX from other similar products?

Genesys DX is different because it brings together customer engagement and conversational AI, focusing on delivering personalized experiences across different channels in real-time.

What is your favorite aspect of this product?

My favorite aspect of Genesys DX is its ability to provide personalized customer experiences in real-time, allowing businesses to engage with customers more effectively across various channels.

What do you dislike most about this product?

What I dislike most about Genesys DX is that it can be complex to implement and may require a significant investment of time and resources to fully utilize its features.

What recommendations would you give to someone considering this product?

If you're thinking about using Genesys DX, be ready for a somewhat complicated setup, and make sure you have the resources for training and implementation to really make the most of its features.

Pros

Effective Service
Helps Innovate
Continually Improving Product
Reliable

Latest Research

Genesys DX

What is Genesys DX?

Company Details

Need Assistance?

Genesys DX Ratings

89 Likeliness to Recommend

87 Plan to Renew

72 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love Genesys DX?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Translation Supports automatic translate to multiple languages.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Wayfinding Allows the chatbot to act as a site’s search engine, in addition to a text-based search field, and have access to a service desk’s service catalog.

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Genesys DX Reviews

Ndumiso Theo N.

Easy to use, but a bit pricey.

Likeliness to Recommend

Pros

Sachin S.

Fabulous Support

Likeliness to Recommend

Pros

Cons

Sanskar S.

Powerful features, but complex to set up.

Likeliness to Recommend

Pros

Title

Feature Ratings

Knowledgebase

Leads Generation

Application Programming Interface

Translation

Integration With CRM

Wayfinding

Voice or Text Input

Scheduled Availability

Learning and Adaptability

Personalized Service

Multi-channel

Vendor Capability Ratings

Usability and Intuitiveness

Ease of Implementation

Vendor Support

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Breadth of Features

Ease of IT Administration

Quality of Features

Business Value Created