Genesys Cloud CX vs Service Creatio comparison

Genesys and Creatio are both solutions in the Customer Experience Management category. Genesys is ranked #5 with an average rating of 8.6, while Creatio is ranked #19 with an average rating of 9.0. Genesys holds a 6.6% mindshare in CEM, compared to Creatio’s 1.1% 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

258 Views
175 Comparison Views

100% willing to recommend

Service Creatio

Read 2 Service Creatio reviews

49 Views
27 Comparison Views

100% willing to recommend

Genesys Cloud CX

Service Creatio

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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: April 2025).

Buyer's Guide

Genesys Cloud CX vs. Service Creatio

April 2025

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Helped 850,028 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

5th

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

19th

Average Rating

9.0

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (11th)

Mindshare comparison

As of May 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 6.6%, up from 4.5% compared to the previous year. The mindshare of Service Creatio is 1.1%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

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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Anatolii Vovniuk

Deputy Chief Information Officer, Head of Digital Strategy & Cybersecurity at Kyiv City Council

City governments improve service efficiency with automated workflow processes

The customer self-portal is not good. Service Creatio ( /products/service-creatio-reviews ) 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 design of the customer self-portal is quite bad, particularly the UI. It is not capable of integrating third-party identification systems like GEO, Per zone, or BankID for authorization of external users. It would be beneficial to have the possibility to easily build communication or interaction between different services with different instances of Service Creatio.

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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 stability is really good."

"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."

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

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

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"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 is an excellent platform."

"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

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

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

Cons

"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."

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

"Their WFM product is still pretty immature."

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

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

"Their WFM product is still pretty immature."

More Genesys Cloud CX cons

"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

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"The pricing is a bit expensive."

"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."

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

Information not available

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Top Industries

By visitors reading reviews

Educational Organization

16%

Financial Services Firm

13%

Computer Software Company

11%

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?

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What advice do you have for others considering Service Creatio?

I would recommend improving the ease of building interactions between different installations of Service Creatio. The interactions would allow one service to start in one city and finish in another...

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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

Genesys PureConnect vs Genesys Cloud CX

Compared 7% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

Salesforce Sales Cloud vs Service Creatio

Compared 100% of the time

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Product Reports

Buyer's Guide

Genesys Cloud CX

April 2025

Download Genesys Cloud CX product report

Buyer's Guide

CRM Customer Engagement Centers

March 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

April 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: April 2025.

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