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 Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."The stability is really good."
"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."
"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."
"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."
"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."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"The automation of Salesforce Sales Cloud makes the process very easier to focus on leads and converts them automatically to accounts, contacts, and opportunities."
"The most valuable features are custom objects, custom workflows, triggering, and integration with other SaaS solutions."
"The product is very fast and responsive. There's no lag time when you are on the platform."
"I find the forecasting the most valuable feature. It's valuable because there are two types of forecasting, customizable and collaborative forecasting."
"This product is lightweight."
"Different leads and fields can be utilized inside of Salesforce, using the Sales Path to follow those specific leads, and what leads convert over into opportunities. The leveraging of fields help to track progress on the user interface."
"It is a one-stop shop for running anything related to sales. You can do a lot of things."
"Salesforce helps up keep track of candidates."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"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."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"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."
"One area where the solution could improve is with handling feature requests."
"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."
"When importing from other apps, it gets messy."
"Sales Cloud could be improved with more training. In general, the training is very good, but you have to really seek out some good options in order to upskill yourself. Another thing, which could also be a benefit, is that Sales is very customizable. If you move from one organization to another, you can see your Salesforce as before, but their Sales Cloud may look completely different from what you're used to. It's not like Microsoft Excel or Trello, where the layout and all the functions are the same. Because it's so customizable, I feel like there is a bit of a learning curve when you inherit another Sales Cloud instance. To be honest, I think that's the beauty of Salesforce because you can customize it so much to fit your needs as a company. It follows your processes and use cases in order for you to get the most out of the system itself."
"We have a very broad set of products at our company. The process to get that information accurately into the Sales Cloud system could use improvement. It shouldn't take weeks of time. The process of identifying products that are being sold for forecasting purposes and sales tracking purposes is too hard."
"As a cloud solution with web browser, it's different than my classical way of thinking. It's modern, but for older people, maybe it's not that understandable. It could be more user-friendly, maybe with an option to switch between interfaces."
"The solution's configuration could be improved because getting a purchase order and administrating the right fields can be a real headache for us, especially when the Sales Cloud system enters an error stage."
"The performance is sometimes slow. There is too much information and this makes it difficult to find the answers we are looking for."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while Salesforce Sales Cloud is ranked 3rd in CRM with 94 reviews. Genesys Cloud CX is rated 9.0, while Salesforce Sales Cloud is rated 8.4. 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 Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 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.
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.
