Genesys Cloud CX vs Service Creatio comparison

Genesys and Creatio are both solutions in the Customer Experience Management category. Genesys is ranked #6 with an average rating of 8.6, while Creatio is ranked #15 with an average rating of 9.0. Genesys holds a 6.2% mindshare in CEM, compared to Creatio’s 1.3% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 100% of Creatio users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

279 Views
133 Comparison Views

100% willing to recommend

Service Creatio

Read 3 Service Creatio reviews

81 Views
27 Comparison Views

100% willing to recommend

Genesys Cloud CX

Service Creatio

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Genesys Cloud CX and Service Creatio 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.

To learn more, read our detailed Genesys Cloud CX vs. Service Creatio Report (Updated: June 2025).

Buyer's Guide

Genesys Cloud CX vs. Service Creatio

June 2025

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Helped 859,129 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Genesys Cloud CX

Ranking in Customer Experience Management

6th

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)

Service Creatio

Ranking in Customer Experience Management

15th

Average Rating

9.0

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (11th)

Mindshare comparison

As of June 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 6.2%, up from 5.3% compared to the previous year. The mindshare of Service Creatio is 1.3%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

AB370

Manager, Customer Experience Country (France) at Stellantis

Enhanced customer interaction with integrated CTI improves service operations

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…

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Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

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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

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

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

"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 is brilliant concerning stability."

"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 integration of CTI within the IT system is a particularly valuable feature."

"Genesys Cloud is an excellent platform."

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

More Genesys Cloud CX pros

"Service Creatio is a great tool in process automation."

"Our customers have seen value and efficiency using this solution."

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

Cons

"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."

"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."

"Their WFM product is still pretty immature."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

More Genesys Cloud CX cons

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

"The return material authorization should utilize no-code or low-code."

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."

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Computer Software Company

10%

Educational Organization

10%

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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.

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

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

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What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

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What needs improvement with Service Creatio?

See all answers

What advice do you have for others considering Service Creatio?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

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Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 7% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

Salesforce Sales Cloud vs Service Creatio

Compared 59% of the time

Freshdesk vs Service Creatio

Compared 41% of the time

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Product Reports

Buyer's Guide

Genesys Cloud CX

June 2025

Download Genesys Cloud CX product report

Buyer's Guide

CRM Customer Engagement Centers

June 2025

Download Service Creatio product report

Also Known As

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

bpm’online customer service, bpm’online service enterprise

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.

Genesys

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

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

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Buyer's Guide

Genesys Cloud CX vs. Service Creatio

June 2025

Free Report: Genesys Cloud CX vs. Service Creatio

Find out what your peers are saying about Genesys Cloud CX vs. Service Creatio and other solutions. Updated: June 2025.

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