Genesys Cloud CX vs Zoho CRM Plus comparison

Genesys and Zoho are both solutions in the Customer Experience Management category. Genesys is ranked #5 with an average rating of 8.6, while Zoho is ranked #8 with an average rating of 7.6. Genesys holds a 6.6% mindshare in CEM, compared to Zoho’s 2.1% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 83% of Zoho users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

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175 Comparison Views

100% willing to recommend

Zoho CRM Plus

Read 6 Zoho CRM Plus reviews

113 Views
57 Comparison Views

83% willing to recommend

Genesys Cloud CX

Zoho CRM Plus

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Executive SummaryUpdated on Feb 4, 2025

Genesys Cloud CX and Zoho CRM Plus are competitive offerings in the realms of customer experience management and customer relationship management. Each product has unique advantages, with Genesys Cloud CX excelling in contact center capabilities and analytics, while Zoho CRM Plus offers extensive CRM functionalities.

Features: Genesys Cloud CX distinguishes itself with robust contact center capabilities, seamless integration, and strong analytics tools. It offers a cloud-first design with scalability and flexibility for complex customer interactions. Zoho CRM Plus, meanwhile, incorporates marketing automation, social media, and customer analytics features, making it ideal for comprehensive CRM applications.

Room for Improvement: Genesys Cloud CX could improve in areas of affordable pricing and broader CRM functionalities to better compete with multi-faceted solutions. Additionally, its user interface might be seen as complex for new users. Zoho CRM Plus would benefit from enhancing its contact center capabilities, stronger analytics tools, and more advanced integration options to handle complex customer service needs.

Ease of Deployment and Customer Service: Genesys Cloud CX offers a scalable cloud-first deployment model with dedicated customer support that aids in seamless system integration. Zoho CRM Plus provides an intuitive cloud-based system focusing on quick onboarding and offers comprehensive support via multiple channels, catering to rapid deployment and consistent customer service.

Pricing and ROI: Genesys Cloud CX generally involves higher upfront costs but promises strong ROI for large-scale operations needing detailed analytics and interaction tools. Zoho CRM Plus offers a more budget-friendly setup, providing integrated CRM services at a lower entry cost with good ROI for small to medium-sized businesses.

To learn more, read our detailed Genesys Cloud CX vs. Zoho CRM Plus Report (Updated: April 2025).

Buyer's Guide

Genesys Cloud CX vs. Zoho CRM Plus

April 2025

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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)

Zoho CRM Plus

Ranking in Customer Experience Management

8th

Average Rating

7.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

No ranking in other categories

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 Zoho CRM Plus is 2.1%, up from 1.3% 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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Amit Kawadiwale

Senior Product Manager at quickwork

A flexible solution that helps to manage sales pipelines and leads

I rate the overall product an eight out of ten. I recommend it to SMEs and other small-scale companies. I advise beginning with the lead and deal models for those looking to start using this solution, as these are more critical for the sales function. Once you have those established, you can adopt other models like orders or purchase orders if you need them.

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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

"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 most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

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

"Genesys Cloud is an excellent platform."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"The most valuable feature for me is the WFM tool."

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

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

More Genesys Cloud CX pros

"The product's most valuable feature is the ability to document information and meetings and track tasks for the business development process."

"My advice is to use Zoho CRM Plus because it deserves a rating of nine."

"The product has valuable stability features."

"The tool's most valuable features are sales module, pipeline, accounts, and reports analytics. It is a flexible solution. Our teams are more organized and well-informed about any deal movements. Additionally, the reports generated are critical for management, keeping them aware of what is happening at various business levels."

"The tool is a simple solution that is easy to use. It helps with team collaboration."

"The tool's features and performance are good."

Cons

"Their WFM product is still pretty immature."

"The cost needs to be improved, and it should be easier to integrate."

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

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

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

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

More Genesys Cloud CX cons

"Zoho CRM Plus's UI could be more user-friendly."

"Zoho CRM Plus's configuration process could be improved."

"Zoho CRM Plus needs improvement on mobile app functionality. HubSpot and Salesforce CRMs are more feature-rich and have greater functionalities than Zoho CRM Plus."

"We have faced issues with Zoho CRM Plus' technical support and integrations. Its technical support is not seamless."

"Zoho CRM Plus needs to have more detailed reports."

"Zoho Desk would benefit from being a multi-tenant tool, which is crucial for service providers with a large customer base."

Pricing and Cost Advice

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

"The pricing is a bit expensive."

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

"I rate the solution's pricing a three out of ten. It is very affordable."

"It is an affordable product."

"The tool's pricing is competitive and unbelievable. Its licensing costs are yearly."

"The tool's pricing is moderate, and licensing costs are yearly."

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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

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...

See all answers

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.

See all answers

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.

See all answers

What do you like most about Zoho CRM Plus?

The product's most valuable feature is the ability to document information and meetings and track tasks for the business development process.

See all answers

What needs improvement with Zoho CRM Plus?

Zoho CRM Plus needs to have more detailed reports.

See all answers

What is your primary use case for Zoho CRM Plus?

We use the tool to manage sales pipelines and leads.

See all answers

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

Tech Mahindra vs Zoho CRM Plus

Compared 100% of the time

More Zoho CRM Plus Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

April 2025

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Buyer's Guide

Customer Experience Management

April 2025

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Also Known As

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

No data available

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

Zoho CRM Plus enhances business development and customer management efforts with robust capabilities in sales pipeline tracking, team collaboration, and information organization to support business growth.

Zoho CRM Plus is a comprehensive platform designed for enhancing sales processes, business growth, and customer engagement strategies. It provides businesses with tools for task tracking, information documentation, collaboration, and robust sales modules that facilitate flexible organization. Reports and analytics provide valuable insights into business performance. While users appreciate its simplicity and performance, they note areas for improvement, such as interface design, technical support, and integration capabilities. The system supports adding new customers, patient monitoring, reaching VIPs, and tracking sales leads to align teams on deal progress and organizational goals.

What are the key features of Zoho CRM Plus?

Sales Module: Facilitates efficient management of sales pipelines, accounts, and analytics.
Task Tracking: Helps teams document and monitor tasks seamlessly.
Team Collaboration: Enhances alignment and communication across teams.
Reports and Analytics: Offers insights for different business levels.

What benefits and ROI should users look for?

Improved Team Alignment: Simplifies communication and information sharing.
Enhanced Sales Tracking: Streamlines lead and pipeline management.
Insightful Analytics: Provides essential insights for decision-making.

In industries like healthcare, Zoho CRM Plus is used for patient monitoring and improving care through better customer engagement. In business development, it aids in tracking leads and managing pipelines to achieve growth objectives. The platform's ease of use makes it adaptable across sectors, although some prefer competitors like HubSpot and Salesforce for their advanced features.

Zoho

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

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Buyer's Guide

Genesys Cloud CX vs. Zoho CRM Plus

April 2025

Free Report: Genesys Cloud CX vs. Zoho CRM Plus

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