Genesys Cloud CX vs Pega CRM comparison

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

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"The integration of CTI within the IT system is a particularly valuable feature."

"Predictive engagement and gamification are valuable features with good inbound functionality."

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

"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 stability is really good."

"Genesys Cloud is an excellent platform."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"The product's deployment phase was easy."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"The case management feature is really valuable."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"The solution is very easy to use."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

"Their WFM product is still pretty immature."

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

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

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

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

"Their WFM product is still pretty immature."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

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

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"They should enable the data-driven streaming feature inside it."

"The UI should be improved."

"The solution has room for improvement around decisional and real-time data analysis."

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"The UI is lagging and needs to be improved."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

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

"The pricing is a bit expensive."

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

"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."

"The pricing is on the higher side."

"It is expensive."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."