Genesys Cloud CX vs Salesforce Service Cloud comparison

The compared Genesys and Salesforce solutions aren't in the same category. Genesys is ranked #2 in CCP , with an average rating of 8.8, and holds a 28.8% mindshare in the category. Salesforce is ranked #2 in CCEC , with an average rating of 8.4, and holds a 18.2% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

Genesys Cloud CX

Read 10 Genesys Cloud CX reviews

1,504 Views
1,034 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Read 51 Salesforce Service Cloud reviews

515 Views
417 Comparison Views

96% willing to recommend

Genesys Cloud CX

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Genesys Cloud CX and Salesforce Service Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms.

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Contact Center Platforms

October 2024

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Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (1st)

Salesforce Service Cloud

Average Rating

8.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (5th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

While both are Contact Center solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 28.8%, up 28.9% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 18.2% mindshare, up 18.1% since last year.

Contact Center Platforms

CRM Customer Engagement Centers

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Mar 27, 2024

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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ChanchalSaxena

Lead Digital Transformation at Kohler Co.

Jan 3, 2024

High scalability with good plugins and excellent customer visibility

The Primary objectives of our solution are to improve the customer experience, improve process efficiency, and eliminate the wasted costs involved in business operations. For example, we're focusing more on the improvement of DIY (Do it Yourself). The call load reduces the need for visits by…

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Quotes from Members

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

Pros

"Genesys Cloud is an excellent platform."

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

"Predictive engagement and gamification are valuable features with good inbound functionality."

"The most valuable feature for me is the WFM tool."

"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."

"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."

More Genesys Cloud CX pros

"The plug-ins that work with other standard systems have made the product industry-ready."

"We use Salesforce Service Cloud for lead management and opportunity management."

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

"The complexity of the solution is very less."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"It is a stable product."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"There is an out-of-the-box feature for reporting and analytics"

More Salesforce Service Cloud pros

Cons

"The cost needs to be improved, and it should be easier to integrate."

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

"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."

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

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"AI still needs improvement when it comes to predictive engagement."

More Genesys Cloud CX cons

"There are some issues with backend connectivity in Salesforce Service Cloud."

"The solution’s user interface could be improved."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"The documentation could be improved."

"The main concern for me revolves around the speed of certain integrations."

"The pricing of the solution can be made cheaper."

"Salesforce Service Cloud's report functionality could be improved."

"It is kind of a struggle to get a report that shows something you want it to show."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"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."

"I rate Genesys Cloud CX's pricing a one out of ten."

"The pricing is a bit expensive."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The price of the solution depends on how many users need access to it"

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"Salesforce is very cost-effective."

"The tool is pretty expensive."

"Salesforce Service Cloud is a highly expensive solution"

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

21%

Computer Software Company

13%

Financial Services Firm

11%

Government

Financial Services Firm

16%

Educational Organization

16%

Computer Software Company

15%

Manufacturing Company

10%

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...

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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.

See all answers

What is your experience regarding pricing and costs for Genesys Cloud?

Pricing is rather expensive. Integration capabilities are costly and not easy.

See all answers

What is your experience regarding pricing and costs for Salesforce Service Cloud?

Salesforce Service Cloud is a bit expensive.

See all answers

What needs improvement with Salesforce Service Cloud?

Reporting could be improved.

See all answers

What is your primary use case for Salesforce Service Cloud?

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 19% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Unified Contact Center Express vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 25% of the time

ServiceNow vs Salesforce Service Cloud

Compared 25% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 12% of the time

BSI vs Salesforce Service Cloud

Compared 11% of the time

BMC Helix ITSM vs Salesforce Service Cloud

Compared 4% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

October 2024

Download Genesys Cloud CX product report

Buyer's Guide

Salesforce Service Cloud

September 2024

Download Salesforce Service Cloud product report

Also Known As

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

Service Cloud

Learn More

Genesys

Salesforce

Overview

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.

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

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

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Buyer's Guide

Contact Center Platforms

October 2024

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