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."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 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."
"Genesys Cloud is an excellent platform."
"The stability is really good."
"The latest version and updates have been great. It really has everything we need."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance."
"During the demos, Oracle CRM's natural language search feature stood out to me. It departs from the traditional menu-based options, making searches more intuitive. Another significant feature is their Common Data Platform. Including an accounting package as part of the full platform was also appealing."
"Case management, incident management, and request management features are valuable."
"It is a stable solution."
"Technical support is very fast. It's customer friendly."
"Oracle CRM helped us better understand the customer journey."
"We are able to take back control of our client sales information and analyze it for the future to improve."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"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."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"AI still needs improvement when it comes to predictive engagement."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"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 product is not intuitive."
"The product's UI lags, and with all the new technologies, it is not quick enough to adopt them."
"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."
"It’s complex to customize the tool."
"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 interface could be more user friendly. It is currently not intuitive, and it can be better. The onboarding process for the end users of this solution could be easier, and there should be a few more things for user knowledge and training. It takes a lot of technical knowledge to get used to it."
"The cost can be a bit more expensive compared to other options."
"With Oracle CRM, people report some usual downtime and frequent outages."
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.
