Genesys Cloud CX vs Pega CRM comparison

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

"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."

"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."

"The stability is really good."

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

"Genesys Cloud is an excellent platform."

"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."

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

"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."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

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

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

"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."

"The case management feature is really valuable."

"The solution is very easy to use."

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

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

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

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

"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."

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

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

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

"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."

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

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

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

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

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite 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 cost depends on the type of license based on your organization's requirements and can get 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."

"The pricing is on the higher side."

"It is expensive."