Genesys Cloud CX and Salesforce compete in the cloud software solutions market, with Genesys leading in contact center functionalities while Salesforce is strong in CRM capabilities.
Features: Genesys Cloud CX provides high availability, scalability, and an intuitive omnichannel experience. It facilitates seamless WhatsApp integration, chatbots, and easy IVR deployment with drag-and-drop. Salesforce delivers robust CRM features, offering extensive customization, automation, and effective lead tracking and reporting.
Room for Improvement: Genesys Cloud CX needs improvements in process automation, customizability, and reporting functions, along with streamlined configuration processes. Salesforce could enhance integration with social media and AI tools, improve its interface, and make customization more intuitive.
Ease of Deployment and Customer Service: Genesys Cloud CX focuses on public cloud deployment, praised for agile and scalable deployment options, with generally responsive customer service. Salesforce offers private, public, and hybrid cloud deployments. It provides reliable customer service, though users face occasional integration support challenges.
Pricing and ROI: Genesys Cloud CX offers a pay-as-you-go model, regarded as affordable compared to its on-premises version, providing ROI through comprehensive contact center features. Salesforce is known for higher enterprise-level pricing, delivering significant ROI via CRM efficiency and enterprise functionality.
The time saved is spent on more important, innovative tasks that advance us technologically and strategically.
Genesys support is very good.
When I interact with agents or contact Salesforce, they are always responsive and provide good solutions.
I haven't needed to reach out to customer support because we have an internal team that deals with Salesforce matters, but I believe issues are resolved quite quickly whenever they arise.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
We can scale by purchasing licenses for more users and adding new workflow processes limitlessly.
There are no problems with Salesforce's scalability.
Salesforce's scalability is great; it can scale to whatever you need, and you just buy more seats.
Genesys is brilliant concerning stability.
I would rate Salesforce's stability high, around ten.
I would say 99% of the time it works well.
In my experience, Salesforce is very stable; there are no downtime or issues.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
Being able to move between cases and products more easily would improve the score.
If there is anything I would improve about Salesforce, it would be customer service during the initial implementation, as our experience wasn't as smooth as hoped.
I believe it's very customizable, and you can make everything bespoke, tailored towards your needs.
Genesys' licensing model is flexible, though not the cheapest.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
Salesforce has positively impacted our organization by allowing us to work collaboratively with other departments in order to keep track of programs so that when a salesperson closes a deal, everything that the delivery manager needs is automatically populated, which then can be linked with our internal campaigns for data management, and within all that, we can keep track of progress linked to the customer sources as well.
The dashboard helps me stay organized because I can see how much more pipeline I need to create to achieve my quota, notifying me if I'm running a bit behind or if I need to increase something.
The Salesforce integration with other tools, such as Celonis, is easy to set up and straightforward, allowing for smooth data extraction.
| Product | Market Share (%) |
|---|---|
| Salesforce | 4.9% |
| Genesys Cloud CX | 4.4% |
| Other | 90.7% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 18 |
| Midsize Enterprise | 7 |
| Large Enterprise | 18 |
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.
Salesforce excels at CRM, offering analytics integration for ROI reporting and user-friendly customization. Automated ticket generation and intuitive features make it ideal for opportunity tracking, customer interaction management, and sales journey enhancement.
Salesforce is renowned for its comprehensive CRM functionalities, aiding businesses with dashboards, email campaigns, and seamless third-party integrations. It enhances sales processes by offering tools for opportunity management, customer interaction tracking, and efficient order booking. Flexibility and scalability make it suitable for promotional campaigns and improved business operations.
What are Salesforce's most important features?Salesforce is implemented in industries for CRM, marketing activities, and customer information management. It supports sales pipeline tracking, business development, customer experience management, lead management, and sales process automation. Marketing is facilitated through campaign analysis and email campaigns, alongside customer interaction insights. Businesses use it for order management, prospecting, project management, and sales forecasting.
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