Genesys Cloud CX vs Salesforce Service Cloud comparison


Comparison Buyer's Guide

Executive Summary

Categories and Ranking

Genesys Cloud CX
Average Rating
Number of Reviews
Ranking in other categories
Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (5th), Contact Center as a Service (CCaaS) (1st)
Salesforce Service Cloud
Average Rating
Number of Reviews
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (7th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of July 2024, in the Contact Center Platforms category, the mindshare of Genesys Cloud CX is 25.0%, down from 27.2% compared to the previous year. The mindshare of Salesforce Service Cloud is 1.4%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Platforms
Unique Categories:
Workforce Engagement Management
Customer Experience Management
CRM Customer Engagement Centers
Help Desk Software

Featured Reviews

Manan Gupta - PeerSpot reviewer
Feb 26, 2024
Offers excellent scalability and is user-friendly
In my experience, the deployment of Genesys Cloud was relatively easy compared to on-premise solutions. However, it depends on the project's complexity and budget. Typically, a team of specialists is involved, including IVR, reporting, support, and business development experts. The team size varies based on project requirements and can range from one person to multiple specialists. Genesys is fully deployed in the cloud. With the cloud product, everything is integrated into one single application, making deployment and integration much simpler. Unlike the on-premise product, which requires separate applications for different functions like IVR, reporting, routing, and databases, the cloud version consolidates everything into one platform. Genesys Cloud requires ongoing maintenance, especially if there are change requests from the client side. For example, if the client wants to expand their business to include social media or multimedia channels, or if they request additional features like outbound calling or web messaging, maintenance personnel are needed to implement these changes.
Diganta Tah - PeerSpot reviewer
Apr 19, 2024
Offers real-time intelligence, stable product and improves interactions with customers in service environments
I'm a system integrator implementing the product for other companies. Typical use cases involve improving interactions with customers in service environments. This could be either a call center setup or using field service agents to service products on-site It is straightforward to integrate…

Quotes from Members

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


"Its comprehensive single application includes everything from reporting to IVR and workflows."
"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."
"Genesys Cloud is an excellent platform."
"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 latest version and updates have been great. It really has everything we need."
"The stability is really good."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The product's initial setup phase was straightforward."
"It is a stable product."
"The interface is quite user-friendly."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The plug-ins that work with other standard systems have made the product industry-ready."
"There is an out-of-the-box feature for reporting and analytics"
"It's a cloud tool, so it is easy to set up."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."


"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."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"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."
"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 integrations with other solutions can be improved."
"The documentation could be improved."
"The governor limits are a troubling feature of Salesforce"
"The solution’s user interface could be improved."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"The product's high price is an area of concern where improvements are required."
"Salesforce Service Cloud's report functionality could be improved."

Pricing and Cost Advice

"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."
"The pricing is a bit expensive."
"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."
"The solution is priced at 50 dollars a month per user."
"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
"The tool is pretty expensive."
"The price is too expensive."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"Salesforce is not a cheap product. It can be expensive."
"Salesforce Service Cloud is a highly expensive solution"
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Top Industries

By visitors reading reviews
Educational Organization
Computer Software Company
Financial Services Firm
Computer Software Company
Educational Organization
Financial Services Firm
Manufacturing Company

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...
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.
What is your experience regarding pricing and costs for Genesys Cloud?
The pricing is a bit expensive. The price is worth it because it is worth it to use Genesys Cloud CX because of its multiple features. The reporting on Alteryx is leading. Their flexibility for com...
What is your experience regarding pricing and costs for Salesforce Service Cloud?
Salesforce Service Cloud is a highly expensive solution. I would rate the pricing an eight out of ten. The price is justified by the reputation of the vendor.
What needs improvement with Salesforce Service Cloud?
There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved...
What is your primary use case for Salesforce Service Cloud?
Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions a...

Also Known As

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



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
Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms. Updated: June 2024.
791,948 professionals have used our research since 2012.