We performed a comparison between Genesys Cloud CX and Salesforce based on real PeerSpot user reviews.
Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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 most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"The latest version and updates have been great. It really has everything we need."
"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 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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Genesys Cloud is an excellent platform."
"The product has made our dealings with partners and clients much more structured."
"The tool's most valuable feature is performance."
"The solution enables you not to have to micro-manage your sales team. You could step back and see what's going on at a higher level without having a million meetings and ask people via email and Slack."
"One of the most impactful Salesforce features for business efficiency currently is its ability to ensure customer risk assessment throughout the sales process."
"As a manager, the dashboard is valuable for me."
"We can produce the reports that we need easily."
"The tool helps us take over accounts to review past opportunities and notes. One of its main advantages is associating stakeholders and activity with customer contacts, providing an overview for team members. Its most valuable feature is sharing information with team members. The tool's ability to associate a company contact with an opportunity is a good feature."
"The solution is pretty easy to access and has good customization."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"AI still needs improvement when it comes to predictive engagement."
"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."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Salesforce needs to improve integrations. They need to integrate generative AI."
"The UI could be improved."
"There have been occasional issues with multiple tickets being generated for the same incident."
"My customers wanted to see more analysis, like integration with another system or a third-party system."
"Creating new reports more easily within Salesforce and improving the ability to associate common names of companies, especially after acquisitions, would be beneficial. I would also like to understand the administrator who has control over the data. It would be helpful when you want to implement changes or escalate issues."
"It would be better if we could design our reports much more easily."
"Improvements to the mobile application for a more user-friendly and responsive experience would be a great addition in future releases."
"The solution could be more intuitive with regard to customization and navigation."
Genesys Cloud CX is ranked 5th in Customer Experience Management with 9 reviews while Salesforce is ranked 4th in Customer Experience Management with 32 reviews. Genesys Cloud CX is rated 9.0, while Salesforce is rated 8.0. 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 Salesforce writes "Offers various aspects like process improvement, control, performance evaluation and more". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX, whereas Salesforce is most compared with . See our Genesys Cloud CX vs. Salesforce report.
See our list of best Customer Experience Management vendors.
We monitor all Customer Experience Management 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.
