Genesys Cloud CX vs Workbooks

RATING:

4.4

(225)

Genesys Cloud CX has 225 reviews and a rating of 4.37 / 5 stars vs Workbooks which has 109 reviews and a rating of 4.34 / 5 stars. Compare the similarities and differences between software options with real user reviews focused on features, ease of use, customer service, and value for money.

Overall Rating
4.4 (225)
4.3 (109)
Ease-of-Use
4.5 / 5
4 / 5
Value for Money
4 / 5
4 / 5
Customer Support
4 / 5
4.5 / 5
Functionality
4 / 5
4 / 5
Last Review Written
March 8, 2024
January 5, 2023
Pros/Cons
  • Pros

  • The user interface is instinctive and so user friendly.
  • MOS scores for every call built in (intelligent analysis tool). Concurrent model allows to scale at lower additional costs compared to named model.
  • Cons

  • There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail.
  • I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.
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  • Pros

  • We have used that feature a lot to make the program our own. I also love the automated reporting so that I can send my reports to my superior by simply scheduling the action once.
  • Flexible, easy to track projects, intuitive. Excellent for exporters as can be used in multicurrency format.
  • Cons

  • Some times we have difficulties with the reports function. We found some troubles with planning tools and the synchronization with the software.
  • Runs very slowly at times, this makes for frustration on a busy support desk.
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Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo
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Product Screenshot
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FrontRunners

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FrontRunners

2020

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3 Recommendations
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos