We performed a comparison between Genesys Cloud CX and Salesforce Sales Cloud 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."Its comprehensive single application includes everything from reporting to IVR and workflows."
"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."
"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 stability is really good."
"Genesys Cloud is an excellent platform."
"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."
"It is a very stable solution."
"It has custom fields and custom reports which can align to our business objectives and marketing focus."
"The scalability is good."
"This solution offers a good user experience. It is easy to learn and use, even for those who are using it for the first time."
"Our use case within the organization covers the entire cycle from lead generation, demand planning, and opportunities to realization and closure. For our clients, Salesforce is used more to plot the cycle from products to cash and lead to revenue. They mostly build offers and pricing quotations in the Salesforce environment through their field marketing agents."
"Salesforce Sales Cloud is very reliable and provides good stability and security."
"The most valuable features of Salesforce Sales Cloud are opportunity management and metric integration."
"I've found lead management to be the most valuable feature of Salesforce Sales Cloud. It helps capture, track, and manage leads throughout the sales process. The tool 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."
"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."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"AI still needs improvement when it comes to predictive engagement."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"It could have a more user-friendly interface."
"The tool's technical challenges vary depending on the requirements. When a new requirement arises, we must analyze the best approach to address it, whether through automation tools or coding. We encounter limitations such as the number of reports we can process or update, the queries we can write, and other similar constraints. Understanding when to utilize coding and when to rely on simple configurations is crucial."
"The solution's design could be improved."
"Applications that can help with migrating data over from the sandbox to production would make it easier because sometimes change sets can be bulky and they're not always as effective. This can be frustrating when you make a lot of changes and try to put those changes into production."
"The deployment of data from the development environment to production is also a weaker point because their solution is not powerful."
"The solution's scalability has some limitations."
"I would love Salesforce to keep on committing and building out what they call flows. It's their point-and-click version of coding. You don't have to be a coder to create essentially what a developer would have to normally, which is a great feature, but it could still be improved upon."
"Salesforce is a powerful tool and you need specialists to create or to develop new functionalities. It is a difficult platform to learn to manage and you need years to know the whole product."
Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews while Salesforce Sales Cloud is ranked 3rd in CRM with 101 reviews. Genesys Cloud CX is rated 9.0, while Salesforce Sales Cloud is rated 8.4. 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 Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX, whereas Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement.
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