Genesys Cloud CX vs Oracle CRM comparison

The compared Genesys and Oracle solutions aren't in the same category. Genesys is ranked #3 in CCP , with an average rating of 8.6, and holds a 20.3% mindshare in the category. Oracle is ranked #9 in CRM , with an average rating of 7.6, and holds a 3.2% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 89% of Oracle users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,199 Views
880 Comparison Views

100% willing to recommend

Oracle CRM

Read 38 Oracle CRM reviews

1,427 Views
1,087 Comparison Views

89% willing to recommend

Genesys Cloud CX

Oracle CRM

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Executive Summary

We performed a comparison between Genesys Cloud CX and Oracle CRM based on real PeerSpot user reviews.

Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.

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Contact Center Platforms

May 2025

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Helped 853,831 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (1st), Customer Experience Management (5th), Contact Center as a Service (CCaaS) (3rd)

Oracle CRM

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (9th), Marketing Automation (5th)

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 20.3%, down 28.8% compared to last year.
Oracle CRM, on the other hand, focuses on CRM, holds 3.2% mindshare, down 3.7% since last year.

Contact Center Platforms

CRM

Featured Reviews

AB370

Manager, Customer Experience Country (France) at Stellantis

Enhanced customer interaction with integrated CTI improves service operations

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…

Read full review

Omair Bokhari

Head of IT Operations at Fatima Group

Helps business track their customers, sales leads, and opportunities

An area for improvement is the vendors' inability to understand the customers' requirements and communicate them to Oracle. When we started to implement the tool, and during the very initial phases of the product, when Oracle launched it, our company opted for it. We faced a few challenges related to the product speed associated with some functionalities that were not available when the tool was just launched, but later on, it became available, and right now, we are actually using it. The tool is fulfilling our requirements. There were no major hiccups or challenges due to the tool. The solution's mobile app needs to be enriched with more functionalities in the future.

Read full review

Quotes from Members

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

Pros

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

"The stability is really good."

"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."

"Genesys Cloud is an excellent platform."

"The most valuable feature for me is the WFM tool."

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

"The latest version and updates have been great. It really has everything we need."

More Genesys Cloud CX pros

"Oracle CRM integrates seamlessly because it's an end-to-end solution."

"The most valuable features of the solution are that it is user-friendly and the fact that the database handling is much better, like any other Oracle solution."

"It's very easy to find any customer-related data."

"The solution is smooth, easy to use, easy to customize and it has many features. Plus, there are regular updates."

"For the most part, the solution is straightforward."

"The product is straightforward to set up. There's no difficulty."

"Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports."

"It is a stable solution."

More Oracle CRM pros

Cons

"AI still needs improvement when it comes to predictive engagement."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

"Their WFM product is still pretty immature."

"The cost needs to be improved, and it should be easier to integrate."

More Genesys Cloud CX cons

"Oracle CRM should improve in terms of AI capabilities and user interface design."

"I'd like to see more feature enhancements."

"The initial setup is complex, it could be improved to be more simplified."

"An improvement would be to lower the price of the license."

"The product's UI lags, and with all the new technologies, it is not quick enough to adopt them."

"We noticed that sometimes it can be slow, and then we have to refresh the whole system."

"The cost can be a bit more expensive compared to other options."

"With Oracle CRM, people report some usual downtime and frequent outages."

More Oracle CRM cons

Pricing and Cost Advice

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"I rate Genesys Cloud CX's pricing a one out of ten."

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"The pricing is a bit expensive."

"In my region, the tool is expensive. There are no additional costs in addition to the standard licensing fees of the tool."

"It is not cheap. It is more suitable for big companies."

"There are licenses needed to use this solution and they are managed by our product team."

"Compared to alternative solutions Oracle CRM is expensive."

"The licensing is on a yearly basis."

"The product's pricing is manageable and flexible."

"Oracle is very expensive, but you have to pay to get this kind of scalability and database flexibility."

"The product’s pricing is very high."

More Oracle CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

13%

Financial Services Firm

13%

Computer Software Company

10%

Manufacturing Company

Financial Services Firm

14%

Computer Software Company

12%

University

12%

Government

11%

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...

See all answers

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 Oracle CRM?

The most valuable feature is the ability to automatically enrich deals by connecting to APIs. This allows me to gather additional information about companies, number of employees, and data from the...

See all answers

What is your experience regarding pricing and costs for Oracle CRM?

The price of Oracle CRM in Vietnam is high, which is a concern. Clients must buy the license once, and if there are updates in the year, they need to buy the new version.

See all answers

What needs improvement with Oracle CRM?

Oracle CRM should improve in terms of AI capabilities and user interface design. Compared to Salesforce, it lacks advanced features in these areas and is not as user-friendly.

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 7% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

Siebel CRM vs Oracle CRM

Compared 32% of the time

SAP CRM vs Oracle CRM

Compared 31% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 13% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 11% of the time

Zoho CRM vs Oracle CRM

Compared 5% of the time

More Oracle CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

May 2025

Download Genesys Cloud CX product report

Buyer's Guide

Oracle CRM

May 2025

Download Oracle CRM product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Market2Lead

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

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.

Oracle

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

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology

Buyer's Guide

Contact Center Platforms

May 2025

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We monitor all Contact Center Platforms 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.