We performed a comparison between Genesys Cloud CX and Pega CRM 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 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."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The stability is really good."
"Genesys Cloud is an excellent platform."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The solution is very easy to use."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The product's deployment phase was easy."
"The case management feature is really valuable."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"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."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"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 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."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"The UI should be improved."
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"They should enable the data-driven streaming feature inside it."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The solution has room for improvement around decisional and real-time data analysis."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while Pega CRM is ranked 6th in CRM Customer Engagement Centers with 10 reviews. Genesys Cloud CX is rated 9.0, while Pega CRM is rated 8.0. 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 Pega CRM writes "Case management feature is valuable but the pricing is expensive". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Avaya IX Contact Center, whereas Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, HubSpot CRM 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.
