We performed a comparison between Genesys Cloud CX and Salesforce Sales Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."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."
"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 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."
"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."
"The most valuable features are the reporting and the custom codes."
"The ability to work on it from anywhere is most valuable. All you need is a computer, a browser, and an internet connection to access your instance. It can be accessed from anywhere, which is pretty cool and user-friendly."
"I would recommend Sales Cloud for anyone who has a sales team that needs to be optimized and for any size of enterprise."
"It is a very stable solution."
"It is a good platform that shows consolidation of information for our customer base."
"Suitable for all sizes of organizations."
"The product is very fast and responsive. There's no lag time when you are on the platform."
"Salesforce is a very powerful tool which helps us to build that through tools like Process Builder or Flows, or even write code to achieve these scenarios."
"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."
"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 tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"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."
"The solution could improve the partner management and communities. For the enterprise licenses, we have the help, but it should also be extended with the features to the partner community."
"I would like to see licensing fees reduced in the next release."
"Salesforce Sales Cloud needs a more user-friendly interface."
"Salesforce Sales Cloud is not as simple to use as Zoho. It requires some level of expertise before you can use it. However, you can easily learn how to use the solution as you go along."
"The user interface could be better in Salesforce Sales Cloud because it feels a little heavy."
"It could have a more user-friendly interface."
"There are things that could be improved with respect to file sharing. There is a limited file size."
"It does not include a professional accounting system, it is operations and it is CRM. It is not capable of accounting things."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while Salesforce Sales Cloud is ranked 3rd in CRM with 94 reviews. Genesys Cloud CX is rated 9.0, while Salesforce Sales Cloud is rated 8.4. 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 Sales Cloud writes "Vast, configurable, and offers great ROI". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement.
We monitor all Contact Center Platforms 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.
