We performed a comparison between Genesys Cloud CX and Zoho CRM Plus 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."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."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"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."
"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 most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"Genesys Cloud is an excellent platform."
"The stability is really good."
"The product has valuable stability features."
"The tool's features and performance are good."
"The product's most valuable feature is the ability to document information and meetings and track tasks for the business development process."
"The tool is a simple solution that is easy to use. It helps with team collaboration."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"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 whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"AI still needs improvement when it comes to predictive engagement."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"Zoho CRM Plus's UI could be more user-friendly."
"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 CRM Plus's configuration process could be improved."
Genesys Cloud CX is ranked 5th in Customer Experience Management with 9 reviews while Zoho CRM Plus is ranked 20th in Customer Experience Management with 4 reviews. Genesys Cloud CX is rated 9.0, while Zoho CRM Plus is rated 7.6. The top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". On the other hand, the top reviewer of Zoho CRM Plus writes "Provides ease of adding new users and efficient stability ". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX, whereas Zoho CRM Plus is most compared with Tech Mahindra . See our Genesys Cloud CX vs. Zoho CRM Plus report.
See our list of best Customer Experience Management vendors.
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.
