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 Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."The stability is really good."
"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 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."
"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."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Genesys Cloud is an excellent platform."
"The complexity of the solution is very less."
"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."
"It's a cloud tool, so it is easy to set up."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The interface is quite user-friendly."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It is a stable product."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"AI still needs improvement when it comes to predictive engagement."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"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."
"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 pricing of the solution can be made cheaper."
"There is room for improvement in pricing."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The product's high price is an area of concern where improvements are required."
"The pricing for what Salesforce Service Cloud offers is not great."
"Salesforce Service Cloud's report functionality could be improved."
"The main concern for me revolves around the speed of certain integrations."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 39 reviews. Genesys Cloud CX is rated 9.0, while Salesforce Service Cloud is rated 8.6. The top reviewer of Genesys Cloud CX writes "No restrictions on what the solution can do; new integrations with other cloud solutions". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management and Vlocity.
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