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Genesys

Genesys DX

Composite Score

7.1 /10

CX Score

7.1 /10

7 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.

88 Likeliness to Recommend

85 Plan to Renew

67 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.

+87 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

15% Neutral

85% Positive

Pros

Helps Innovate
Trustworthy
Inspires Innovation
Altruistic

Feature Ratings

Average 74

Knowledgebase

Leads Generation

Application Programming Interface

Translation

Integration With CRM

Voice or Text Input

Learning and Adaptability

Wayfinding

Scheduled Availability

Multi-channel

Natural Language Processing

Vendor Capability Ratings

Average 71

Vendor Support

Usability and Intuitiveness

Ease of Customization

Ease of Implementation

Ease of Data Integration

Breadth of Features

Availability and Quality of Training

Quality of Features

Product Strategy and Rate of Improvement

Ease of IT Administration

Business Value Created

Genesys DX Reviews

Ammy s.

Role: Sales Marketing
Industry: Telecommunications
Involvement: Vendor Selection and Purchasing

Validated Review

Verified Reviewer

Submitted Jun 2023

good and fast support from Genesys team - fast

Likeliness to Recommend

9 /10

What differentiates Genesys DX from other similar products?

I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.

What is your favorite aspect of this product?

I love that its so reliable, I can count the times its had some issues with one hand. I like that its literally like using your cell phone but easier, with no complicated menus or buttons or complicated layout. I like that it comes with a quality manager out of the box, which eliminates the need for a separate quality management ...

What do you dislike most about this product?

Email handling and the opportunities in the out of box solution is very poor. Even with additional Apps, the service is very limited2. Setup the roles, rights, permissions is challenging and doesnt fulfill our requirements3. Some parts in the User Management are impractical and complicated (no export ...

What recommendations would you give to someone considering this product?

Pros

Continually Improving Product
Reliable
Performance Enhancing
Unique Features

Shingo N.

Role: Finance
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Great Product!

Likeliness to Recommend

8 /10

What differentiates Genesys DX from other similar products?

The Usability

What is your favorite aspect of this product?

Integrates amazingly with crm Ease of use

What do you dislike most about this product?

The UI can be enhanced to be more appealing

What recommendations would you give to someone considering this product?

It is a great product that has a high ROI. The platform will improve your marketing strategies.

Pros

Reliable
Enables Productivity
Caring
Respectful

Latest Research

Genesys DX

What is Genesys DX?

Company Details

Need Assistance?

Genesys DX Ratings

88 Likeliness to Recommend

85 Plan to Renew

67 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+87 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.

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

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.

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.

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.

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

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

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

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.

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 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 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.

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

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.

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.

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.

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.

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

Ammy s.

good and fast support from Genesys team - fast

Likeliness to Recommend

Pros

Shingo N.

Great Product!

Likeliness to Recommend

Pros

Title

Feature Ratings

Knowledgebase

Leads Generation

Application Programming Interface

Translation

Integration With CRM

Voice or Text Input

Learning and Adaptability

Wayfinding

Scheduled Availability

Multi-channel

Natural Language Processing

Vendor Capability Ratings

Vendor Support

Usability and Intuitiveness

Ease of Customization

Ease of Implementation

Ease of Data Integration

Breadth of Features

Availability and Quality of Training

Quality of Features

Product Strategy and Rate of Improvement

Ease of IT Administration

Business Value Created