Genesys Cloud CX and ServiceNow Customer Service Management both compete in the customer experience solutions category. Genesys Cloud CX appears to have an edge with its comprehensive capabilities for contact centers, while ServiceNow focuses more on workflow management and integration with IT systems.
Features: Genesys Cloud CX is renowned for its omnichannel capabilities, predictive engagement, and gamification, along with easy integration with external applications. ServiceNow stands out for its workflow management, integration with ITSM, and automation possibilities, offering a streamlined customer service management approach.
Room for Improvement: Genesys Cloud CX could improve its process automation and offer more robust integration options, reporting, and customization. ServiceNow needs to enhance report accessibility, improve complex client customization, and clarify pricing while integrating an IVR system for better service.
Ease of Deployment and Customer Service: Genesys Cloud CX supports various deployment options with standout public cloud support and reliable, responsive technical support. ServiceNow offers public and hybrid cloud deployment options, though its well-regarded support sometimes suffers from delays.
Pricing and ROI: Genesys Cloud CX provides flexible pricing models, albeit perceived as expensive, with a positively rated ROI due to its comprehensive features. ServiceNow is considered costly but delivers valuable results based on usage and business needs, striking a balance with a fair pricing rating.
ServiceNow Customer Service Management saves time because of the CSM module and it saves money as well.
Without such tools, the business would be affected by five to ten percent in annual revenue.
Genesys support is very good.
Whenever we raise high cases, we do get a response in minimum TAT.
It is better because partners have a deep understanding of the code and configuration challenges.
The technical support is good, but there are very few people who understand the technicalities and background configurations.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
The solution is scalable and offers high scalability as new features are added regularly.
ServiceNow Customer Service Management's scalability is such that it is scalable to a large extent as it can be integrated with other applications as well.
If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.
I have never seen it go down.
Overall, it is very stable aside from these issues.
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
Quick case resolutions through AI is one of the most valuable use cases.
It is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way.
Managing this platform requires sophisticated handling.
Genesys' licensing model is flexible, though not the cheapest.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year.
The pricing is around a seven, making it rather expensive.
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
It also helps to track our past performance, like how many tickets we resolved, and it shows how the business profits from uninterrupted operations.
The most beneficial aspect of ServiceNow Customer Service Management is its portal enhancement.
ServiceNow Customer Service Management offers valuable features such as workflow management, an approval cycle, and integration with a payment gateway, which allows for payments to be made using the system.
| Product | Market Share (%) |
|---|---|
| Genesys Cloud CX | 3.8% |
| ServiceNow Customer Service Management | 2.4% |
| Other | 93.8% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 9 |
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.
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
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