We performed a comparison between Genesys Cloud CX and Oracle Fusion Service based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The latest version and updates have been great. It really has everything we need."
"Genesys Cloud is an excellent platform."
"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 CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"Everything is managed by Oracle, so they have security in place."
"Stable and scalable with good technical support."
"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"The service management features are valuable."
"The most valuable feature of the solution is that customers can easily understand it."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"AI still needs improvement when it comes to predictive engagement."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Oracle Service Cloud could improve the integration for older platforms."
"The product's option to upload payroll data doesn't work seamlessly."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"Lacks the ability to deploy custom code for customization."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"The solution’s reporting could be improved."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while Oracle Fusion Service is ranked 8th in CRM with 29 reviews. Genesys Cloud CX is rated 9.0, while Oracle Fusion Service is rated 8.6. The top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". On the other hand, the top reviewer of Oracle Fusion Service writes "A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales and Salesforce Sales Cloud.
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.
