We performed a comparison between Genesys Cloud CX and Oracle Fusion Service based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."The stability is really good."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The latest version and updates have been great. It really has everything we need."
"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."
"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The service management features are valuable."
"The solution changes the way clients work to make it easier and faster."
"Stable and scalable with good technical support."
"Oracle Service Cloud could improve the integration for older platforms."
"The solution is completely cloud-based and very easy to access from anywhere."
"The solution is easy to learn."
"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."
"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."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"The product must provide modules for operations management."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"Oracle Service Cloud could improve the integration for older platforms."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The vendor must provide a user-friendly mobile application."
"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 8 reviews while Oracle Fusion Service is ranked 8th in CRM with 29 reviews. Genesys Cloud CX is rated 9.0, while Oracle Fusion Service is rated 8.6. The top reviewer of Genesys Cloud CX writes "No restrictions on what the solution can do; new integrations with other cloud solutions". On the other hand, the top reviewer of Oracle Fusion Service writes "A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales and Salesforce Sales Cloud.
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.
