Genesys Cloud CX vs Pega CRM comparison


Comparison Buyer's Guide

Executive Summary

Categories and Ranking

Genesys Cloud CX
Average Rating
Number of Reviews
Ranking in other categories
Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (5th), Contact Center as a Service (CCaaS) (1st)
Pega CRM
Average Rating
Number of Reviews
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (17th)

Mindshare comparison

As of June 2024, in the Contact Center Platforms category, the mindshare of Genesys Cloud CX is 27.0%, down from 27.6% compared to the previous year. The mindshare of Pega CRM is 1.0%, down from 3.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Platforms
Unique Categories:
Workforce Engagement Management
Customer Experience Management
CRM Customer Engagement Centers

Featured Reviews

Nov 23, 2022
More efficient and easier to use than on-premise competitors; more affordable because of its pay-as-you-go pricing model
The reporting feature needs improvement in Genesys Cloud because compared to Genesys Engage, you can't customize reports on Genesys Cloud. Genesys Engage has more features that allow you to design new reports, such as writing your own SQL. Reporting isn't the best feature of Genesys Cloud and could be improved. Another area for improvement in Genesys Cloud is customizing applications based on customer needs. You can do this on Genesys Engage, but application customization isn't possible on Genesys Cloud. A cloud solution is similar to a black box with a limitation to customizing or changing applications. Not every customer has the same needs, though, so this limitation needs improvement in Genesys Cloud. For example, a customer could need more complex scheduling or workforce management. Some customers may need more reports. Some could require a callback feature. Being able to customize according to needs hasn't been fully introduced into Genesys Cloud yet, though the solution is improving daily. At some point, Genesys Cloud will become even better than the on-premise solution, but it would need time to reach that point.
Jan 23, 2023
Great flexibility with useful locking mechanism for multiple users to work on a case concurrently
Although I see increased efforts recently, the big issue I have is with the UI, which lags in comparison to its competitors. Pega's competitors have a lot of packages that Pega doesn't have. I'd also like to see direct PDC integration. The way we do it now is almost external but if Pega could add that as a link so you can directly open the PDC, that would be helpful. They also have room to improve when it comes to where you send notifications, email templates or email notifications. Pega needs to provide a lot more libraries that users or developers can add on the fly. Most of the current applications I work on use Pega as a business rules engine. 90% of what we do is integration where we create some REST and SOAP services. When we set up, Pega supplied the URLs and set up the rules. It would be great if they could make available any URL for PDC to help developers so anyone can see who has access to that.

Quotes from Members

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


"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 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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The stability is really good."
"Genesys Cloud is an excellent platform."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"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 latest version and updates have been great. It really has everything we need."
"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 product's deployment phase was easy."
"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."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The solution is very easy to use."


"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."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"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."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"They should enable the data-driven streaming feature inside it."
"The UI is lagging and needs to be improved."
"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."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"The UI should be improved."

Pricing and Cost Advice

"The cost depends on the type of license based on your organization's requirements and can get expensive."
"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 a bit expensive."
"I rate Genesys Cloud CX's pricing a one out of ten."
"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."
"The pricing is on the higher side."
"It is expensive."
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Top Industries

By visitors reading reviews
Educational Organization
Computer Software Company
Financial Services Firm
Financial Services Firm
Computer Software Company
Manufacturing Company
Real Estate/Law Firm

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...
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.
What is your experience regarding pricing and costs for Genesys Cloud?
The pricing is a bit expensive. The price is worth it because it is worth it to use Genesys Cloud CX because of its multiple features. The reporting on Alteryx is leading. Their flexibility for com...
What do you like most about Pega CRM?
The product's deployment phase was easy.
What needs improvement with Pega CRM?
The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...
What is your primary use case for Pega CRM?
Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...



Also Known As

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

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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
The State of Maine, Aegis, Aegon, AIG Japan, ING
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