We performed a comparison between Genesys Cloud CX and Oracle CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms."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."
"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."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"We are able to take back control of our client sales information and analyze it for the future to improve."
"Oracle CRM accommodates client needs, potentially reducing licensing costs with a pay-as-you-go approach. It also allows for the standardization of processes and reporting, which is important for our organization. Additionally, integration through APIs improves connectivity."
"The reporting features are valuable."
"The product is straightforward to set up. There's no difficulty."
"Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports."
"It is very simple."
"It is one of the most proficient CRM tools out there. It is comprehensive and scalable. It covers most of the CRM activities, business lines, and business requirements."
"It is difficult to highlight the most valuable features because the system as a whole works very well for our loyal program. It is a very good system and I believe that they are the oldest loyalty system on the market. The service is very good, with many customizable options, and has a strong database to help us build our rules and point systems for the loyal program."
"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."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"AI still needs improvement when it comes to predictive engagement."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"The cost can be a bit more expensive compared to other options."
"Getting technical support from Oracle involved going through commercial layers, which could sometimes cause delays. The attention received depended on the client's status and spending with Oracle. Clients with significant spending received global attention and a corporate account manager, while those with lower spending had to work with a local account manager, which wasn't always beneficial. This process could lead to delays in getting technical issues resolved. I am not satisfied with its support."
"The initial setup is complex, it could be improved to be more simplified."
"Though Oracle CRM's support has a good reaction time, it needs to be better."
"In the planning area in order to calculate commissions the function could be improved. Currently, we are not using that functionality because it is very basic."
"An improvement would be to lower the price of the license."
"The licensing is expensive."
"I think Oracle CRM could improve its user interface and user experience to make it more engaging. Currently, it has a more traditional enterprise look, but I believe it could benefit from more catchy and engaging colours and designs to better engage with users and stakeholders. While the capabilities might be there, the interface may not be very inviting for first-time users."
Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews while Oracle CRM is ranked 8th in CRM with 35 reviews. Genesys Cloud CX is rated 9.0, while Oracle CRM is rated 8.0. 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 Oracle CRM writes "Typical configuration, no customization needed and quick to deploy". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX, whereas Oracle CRM is most compared with Siebel CRM, SAP CRM, Microsoft Dynamics CRM, Amdocs CRM 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.