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 Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms."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."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Genesys Cloud is an excellent platform."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"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."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"The most valuable feature of the solution is that customers can easily understand it."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."
"The solution is easy to learn."
"The solution changes the way clients work to make it easier and faster."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"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."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"AI still needs improvement when it comes to predictive engagement."
"Oracle Service Cloud could improve the integration for older platforms."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"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."
"The user experience has to be much better."
Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews while Oracle Fusion Service is ranked 10th in CRM with 30 reviews. Genesys Cloud CX is rated 9.0, while Oracle Fusion Service is rated 8.6. 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 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, Five9, NICE CXone and Cisco CCX, whereas Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales, Sales Creatio and Salesforce Service 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.