Genesys Cloud CX and Sprinklr compete in the cloud-based communication solutions category. Genesys Cloud CX seems to have the upper hand due to its robust omnichannel capabilities and seamless third-party integrations.
Features: Genesys Cloud CX is known for its reliability, scalability, and comprehensive cloud capabilities. It offers features like WhatsApp implementation, omnichannel solutions, and efficient third-party integrations. Sprinklr provides a unified platform that combines social media tools, comprehensive case management, and advanced reporting.
Room for Improvement: Genesys Cloud CX could improve in process automation, AI capabilities, and reporting customization. Faster deployment and enhanced outbound functionalities are also desired. Sprinklr faces challenges with its intricate system setup and lacks intuitive drag-and-drop features. Improvements in pricing structure and comprehensive CRM integration are needed.
Ease of Deployment and Customer Service: Genesys Cloud operates on public and hybrid cloud platforms, offering reliable technical support though sometimes dependent on logs for troubleshooting. Sprinklr's setup can be cumbersome, requiring improvements in communication and fast problem resolution.
Pricing and ROI: Genesys Cloud CX's pricing is high but competitive, offering flexible licensing and perceived good ROI due to improved efficiency. Sprinklr is seen as expensive with extra charges for premium services, impacting its value despite robust features.
| Product | Market Share (%) |
|---|---|
| Genesys Cloud CX | 4.1% |
| Sprinklr | 1.4% |
| Other | 94.5% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 1 |
| Midsize Enterprise | 5 |
| Large Enterprise | 6 |
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.
Sprinklr provides a comprehensive Unified-CXM Platform offering AI analytics, automation, integration with CRMs, and social media management to enhance customer interactions and operational efficiency.
Sprinklr is designed to support data-driven decisions by offering tools for social media management, content scheduling, and automation. It allows businesses to seamlessly manage customer interactions across channels, leveraging custom rule engines and AI analytics. While its customization, reporting, and case management features are appreciated, improvements in integrations and live support are noted. Users find onboarding complex and seek a more streamlined interface and advanced features like enhanced CRM interaction and post-editing capabilities. The platform is particularly useful in managing omnichannel engagement, integrating platforms like Facebook, WhatsApp, LinkedIn, YouTube, and Instagram, and providing extensive analytics and reporting.
What are the key features of Sprinklr?Sprinklr is particularly effective for industries like cryptocurrency, where managing customer interactions via chatbots, live agents, and integrated platforms such as Facebook and WhatsApp is vital. Businesses use it for social listening, analytics, and advertising on platforms like LinkedIn and Instagram, benefiting from modules focused on care, engagement, listening, and advertising.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
