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Genesys Cloud vs Oracle Service Cloud comparison

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Genesys Cloud Logo
5,558 views|5,092 comparisons
Oracle Service Cloud Logo
1,245 views|996 comparisons
Quotes From Members
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Here are some excerpts of what they said:
Pricing and Cost Advice
Information Not Available
  • "This is definitely an expensive product compared to others on the market."
  • More Oracle Service Cloud Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Contact Center Platforms solutions are best for your needs.
    563,208 professionals have used our research since 2012.
    Questions from the Community
    Top Answer: 
    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… more »
    Top Answer: 
    Does it scale the same way your company does?  It’s great for small- to medium-size companies but struggles out-of-the-box with big companies (e.g., for >5k logged-in users).
    Ranking
    1st
    Views
    5,558
    Comparisons
    5,092
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    11th
    out of 68 in CRM
    Views
    1,245
    Comparisons
    996
    Reviews
    1
    Average Words per Review
    275
    Rating
    6.0
    Comparisons
    Also Known As
    Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
    Oracle RightNow
    Learn More
    Overview
    Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate 25 billion contact center interactions per year in the cloud and on premises. From 1 to 100,000+ seats, we are addressing the needs of small, mid-size and large enterprises with flexible deployment models. Genesys has three new Contact Center solutions to choose from: Premier Edition for small to mid-sized Contact Centers, Business Edition for mid-sized Contact Centers, and Enterprise Edition for large Contact Centers.

    Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries.

    This flexible and scalable platform includes:

    • A highly interactive and pixel-perfect Web and Mobile Customer Service, encouraging customers to self-serve via a customer portal, knowledge base, Facebook page, or peer-based community. Service can also be predictive, through the Internet of Things, or automated through virtual assistants, for example.
    • A unified Cross-Channel Contact Center that captures a unique 360-degree view of every consumer across all channels guiding agents to seamless resolution.
    • A time-based, self-learning, and predictive Field Service Management (formerly TOA Technologies) that automates and optimizes operations in the field.
    • A fully integrated cloud Knowledge Management solution that delivers a seamless and consistent experience across all channels. It is the backbone of every omnichannel service strategy.
    • Oracle Policy Automation delivers Smarter Advice–a more personal, richer interaction with customers based on the easy automation of business processes, rules, regulations, and organizational policies.

      For more information visit https://cloud.oracle.com/en_US/service-cloud

    Offer
    Learn more about Genesys Cloud
    Learn more about Oracle Service Cloud
    Sample Customers
    Vodacom, British Telecom (BT), Marketo, Etisalat, Deutsche Telekom, AstraZeneca, Red Hat, DNB, UBI Banca, ICICI Bank, esri, Swedbank, Swisscom, Marks & Spencer, Banco de Chile, Princeton University, Overstock, Procter & Gamble (P&G), elong, Emirates, Vodafone, Ticketmaster
    Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider17%
    Media Company9%
    Financial Services Firm6%
    VISITORS READING REVIEWS
    Computer Software Company42%
    Comms Service Provider14%
    Government4%
    Healthcare Company4%
    Company Size
    No Data Available
    REVIEWERS
    Small Business44%
    Midsize Enterprise13%
    Large Enterprise44%

    Genesys Cloud is ranked 1st in Contact Center Platforms while Oracle Service Cloud is ranked 11th in CRM with 2 reviews. Genesys Cloud is rated 0.0, while Oracle Service Cloud is rated 8.0. On the other hand, the top reviewer of Oracle Service Cloud writes "It has lots of APIs to integrate with other solutions". Genesys Cloud is most compared with Amazon Connect, Cisco Contact Center Enterprise, Cisco CCX, Genesys PureConnect and Verint Workforce Engagement Cloud, whereas Oracle Service Cloud is most compared with Oracle CX Sales, Siebel CRM, Microsoft Dynamics CRM, Salesforce Service Cloud and Vlocity.

    We monitor all Contact Center Platforms 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.