Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.
Genesys support is very good.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
Genesys is brilliant concerning stability.
We haven't really had any technical challenges with Oracle CRM.
Regarding the stability of Oracle CRM, nobody is facing any major issues in terms of infrastructure problems whether it is Oracle CRM, Salesforce, or SAP CRM; they are all the same, especially with cloud-based SaaS.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
When a client asks for any support, they're often in real trouble and need a prompt response.
It's already integrated into our environment, so moving to something else will require a massive investment and change in strategy that we as an organization are not prepared to embark on just yet.
The AI feature needs improvement.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
The biggest advantage of Oracle CRM for me is the process coverage, ease of use, the UI, and obviously a good amount of analytics; these are the few strengths and seamless integration with any platform.
The solution serves end-to-end customer relationship management which includes sales cloud, e-commerce cloud, and marketing cloud.
It is very much tied closely with sales forecasting, growth, the reporting and decision-making process.
| Product | Market Share (%) |
|---|---|
| Genesys Cloud CX | 18.8% |
| Amazon Connect | 19.5% |
| Five9 | 12.9% |
| Other | 48.800000000000004% |
| Product | Market Share (%) |
|---|---|
| Oracle CRM | 1.4% |
| Microsoft Dynamics CRM | 4.4% |
| SAP CRM | 3.9% |
| Other | 90.3% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 17 |
| Midsize Enterprise | 2 |
| Large Enterprise | 22 |
Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.
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