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Genesys Cloud CX vs IFS Cloud Platform comparison

Genesys and IFS are both solutions in the Customer Experience Management category. Genesys is ranked #5 with an average rating of 8.6, while IFS is ranked #7 with an average rating of 7.8. Genesys holds a 6.6% mindshare in CEM, compared to IFS’s 2.7% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 87% of IFS users who would recommend it.
Genesys Cloud CX
Read 12 Genesys Cloud CX reviews
  • 258 Views
  • 175 Comparison Views
100% willing to recommend
IFS Cloud Platform
Read 30 IFS Cloud Platform reviews
  • 132 Views
  • 72 Comparison Views
87% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 4, 2025

Genesys Cloud CX and IFS Cloud Platform compete in the enterprise software market, focusing on contact center and ERP solutions, respectively. Genesys Cloud CX stands out in contact center functionalities, while IFS Cloud Platform excels in comprehensive ERP capabilities across industries.

Features: Genesys Cloud CX offers elastic scalability, WhatsApp implementation, chatbots, and omnichannel capabilities, along with a drag-and-drop IVR system and seamless AWS integration. IFS Cloud Platform is known for flexible customization, robust architecture supporting ERP processes, and comprehensive industry-specific reports and workflows.

Room for Improvement: Genesys Cloud CX could enhance process automation, integration capabilities, and reporting customization, with users desiring pricing flexibility and better troubleshooting access. IFS Cloud Platform needs to improve integration processes, support services, and workflow streamlining, with a call for enhanced training and support documentation.

Ease of Deployment and Customer Service: Genesys Cloud CX uses public cloud deployment for straightforward implementation, generally reliable with some support delays. IFS Cloud Platform offers various deployment options, though complexity arises from its broad capabilities. Customer support experiences vary, with some praising the service while others report slow responses.

Pricing and ROI: Genesys Cloud CX follows a pay-as-you-go model, considered expensive yet offering strong ROI through enhanced contact capabilities. IFS Cloud Platform uses a user-based pricing model, valued for ERP functionalities that justify the cost, especially among larger enterprises. Both platforms provide significant value within their specific areas despite higher costs.

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Buyer's Guide
Genesys Cloud CX vs. IFS Cloud Platform
April 2025
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.6
Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.
Sentiment score
5.6
Users reported improved operations and financial reporting with IFS Cloud, seeing up to 4.5x ROI over 18 months.
 

Customer Service

Sentiment score
7.4
Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.
Sentiment score
6.0
Australian support is strong with expert consultants, but timeliness and service consistency vary, impacting resolution times and communication.
 

Scalability Issues

Sentiment score
7.8
Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.
Sentiment score
7.7
IFS Cloud Platform is scalable for businesses of all sizes, though some face complexity in updates and dependency management.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the IFS Cloud Platform report
 

Stability Issues

Sentiment score
7.9
Genesys Cloud CX offers strong stability with AWS support, high uptime, and reliable performance backed by redundant networks and support.
Sentiment score
8.0
IFS Cloud Platform is praised for stability and reliability, with rare downtime, and depends on client maintenance and setup.
 

Room For Improvement

Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.
IFS Cloud Platform requires usability, integration, and support improvements, along with enhanced customization, AI, and simplified user experience.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
For more quotes and insights, download the Genesys Cloud CX report
There is not much available online, and the documentation availability is on the lower side compared to other products, especially Maximo.
For more quotes and insights, download the IFS Cloud Platform report
AB370 - PeerSpot reviewer
PD
reviewer2642043 - PeerSpot reviewer
 

Setup Cost

Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.
IFS Cloud Platform offers competitive pricing, best for large enterprises, with scalable value similar to SAP and Oracle.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the IFS Cloud Platform report
 

Valuable Features

Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.
IFS Cloud Platform offers customizable pricing, robust integration, intuitive interface, and excels in enterprise management with adaptable features.
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.
For more quotes and insights, download the Genesys Cloud CX report
There are fewer fields on the user screen compared to other products.
For more quotes and insights, download the IFS Cloud Platform report
PD
AB370 - PeerSpot reviewerreviewer2642043 - PeerSpot reviewer
 

Categories and Ranking

Genesys Cloud CX
Ranking in Customer Experience Management
5th
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (3rd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)
IFS Cloud Platform
Ranking in Customer Experience Management
7th
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
30
Ranking in other categories
CRM (21st), Field Service Management (2nd), Help Desk Software (11th), ERP (13th), Activity Based Costing Software (7th), Enterprise Asset Management (EAM) (3rd), Local Government CRM (6th), IT Asset Management (10th), IT Service Management (ITSM) (10th), License Management (3rd)
 

Mindshare comparison

As of May 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 6.6%, up from 4.5% compared to the previous year. The mindshare of IFS Cloud Platform is 2.7%, up from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers
The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.
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Brendan Fisher - PeerSpot reviewer
Robust, customizable, and modern
IFS is a very large and complex software, and implementation of IFS can be challenging and may lead to a difficult lengthy project. It can take between 12 and 24 months in some cases to deploy. I have found that not all clients are fully aware of how big the task is that they're undertaking when they make a decision to move to software like this. Companies need to be more aware of the complexity of an ERP implementation project and while I fully recommend moving to IFS, it is not easy and does require business change when adopting an ERP solution. New features are a difficult ask - I work across multiple industries and everyone would probably choose a different feature. Maybe BIM in Construction or Customs link-ups for importers/exporters.
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Top Industries

By visitors reading reviews
Educational Organization
16%
Financial Services Firm
13%
Computer Software Company
11%
Manufacturing Company
7%
Computer Software Company
20%
Manufacturing Company
10%
Energy/Utilities Company
7%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
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What do you like most about Genesys Cloud?
Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.
See all answers
What is your experience regarding pricing and costs for Genesys Cloud?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
See all answers
What do you like most about IFS Applications?
Scalability-wise, I rate the solution a nine or ten out of ten since it is an extremely scalable solution that can be used for various use cases with thousands of users.
See all answers
What is your experience regarding pricing and costs for IFS Applications?
The product is reasonably priced. The costs are justified by the value provided, considering the comprehensive features and minimal need for customization. I rate the pricing a seven out of ten.
See all answers
What needs improvement with IFS Applications?
I am not able to recall much about batch. Documentation-wise, they need more. There is not much available online, and the documentation availability is on the lower side compared to other products,...
See all answers
 

Comparisons

Amazon Connect vs Genesys Cloud CX Logo
Amazon Connect vs Genesys Cloud CX
Compared 15% of the time
NICE CXone vs Genesys Cloud CX Logo
NICE CXone vs Genesys Cloud CX
Compared 7% of the time
Genesys PureConnect vs Genesys Cloud CX Logo
Genesys PureConnect vs Genesys Cloud CX
Compared 7% of the time
Microsoft Dynamics CRM vs Genesys Cloud CX Logo
Microsoft Dynamics CRM vs Genesys Cloud CX
Compared 6% of the time
Cisco Webex Contact Center vs Genesys Cloud CX Logo
Cisco Webex Contact Center vs Genesys Cloud CX
Compared 6% of the time
More Genesys Cloud CX Competitors
SAP ERP vs IFS Cloud Platform Logo
SAP ERP vs IFS Cloud Platform
Compared 20% of the time
Microsoft Dynamics 365 Business Central vs IFS Cloud Platform Logo
Microsoft Dynamics 365 Business Central vs IFS Cloud Platform
Compared 11% of the time
IBM Maximo vs IFS Cloud Platform Logo
IBM Maximo vs IFS Cloud Platform
Compared 11% of the time
SAP S/4HANA vs IFS Cloud Platform Logo
SAP S/4HANA vs IFS Cloud Platform
Compared 11% of the time
ServiceNow vs IFS Cloud Platform Logo
ServiceNow vs IFS Cloud Platform
Compared 7% of the time
More IFS Cloud Platform Competitors
 

Product Reports

Buyer's Guide
Genesys Cloud CX
April 2025
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
IFS Cloud Platform
April 2025
IFS Cloud Platform reportDownload IFS Cloud Platform product report
 

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
IFS Applications, Assyst, IFS Cloud
 

Overview

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.

Genesys

IFS is the world’s leading provider of Industrial AI and enterprise software for hardcore businesses that make, service, and power our planet. Our technology enables businesses which manufacture goods, maintain complex assets, and manage service-focused operations to unlock the transformative power of Industrial AI™ to enhance productivity, efficiency, and sustainability. Industrial AI is IFS.ai.

IFS Cloud is a fully composable AI-powered platform, designed for ultimate flexibility and adaptability to our customers’ specific requirements and business evolution. It spans the needs of Enterprise Resource Planning (ERP), Enterprise Asset Management (EAM), Supply Chain Management (SCM), Information Technology Service Management (ITSM), and Field Service Management (FSM). IFS technology leverages AI, machine learning, real-time data and analytics to empower our customers to make informed strategic decisions and excel at their Moment of Service™.

IFS
 

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox
China Airlines, Electrolux Group, Babcock, Cimcorp, Sky, Multiplex, Veolia. 
Buyer's Guide
Genesys Cloud CX vs. IFS Cloud Platform
April 2025
Free Report: Genesys Cloud CX vs. IFS Cloud Platform
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We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.