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."Genesys Cloud is an excellent platform."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The stability is really good."
"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."
"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."
"The latest version and updates have been great. It really has everything we need."
"The development cost, maintenance cost, everything will be drastically reduced - unlike traditional infrastructure where we maintain everything on our own."
"It is a very stable solution."
"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."
"One of the most valuable features is the automation of Sales Cloud. It gives us the ability to easily—without the use of coding—create automation in order for us to do our work a lot more efficiently, whether it's notification reminders or certain automatic processes. There are a lot of things that Sales Cloud can do that, in my opinion, make everyone's jobs a whole lot easier and give them the visibility they need when they require it, when talking to customers and prospecting. It makes the account management process easier as well."
"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."
"Salesforce's user interface is easy to use, and the reporting is good. It worked well with Excel, so I was okay with it. I don't know about integration with any other software because I didn't have to deal with them."
"The solution can scale massively. I've been quite impressed."
"The scalability is good."
"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 whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"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."
"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."
"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."
"If they could have convenient APIs into the other parts of the corporation that I wish to share data with, that would be helpful."
"It might be easier if there were better integration with other sales systems or clouds that are not powered by Salesforce. For example, when we work with partners, such as Amazon or any other major tech company, sometimes we collaborate to develop a sales lead."
"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."
"Auto clean for duplicate leads, accounts, and contacts needs improving."
"The solution's design could be improved."
"The solution's customer support is not so good."
"It would be nice if they had an ERP offering or a firm strategic partnership with a best-in-class ERP. So rather than say they're just ERP agnostic, you would pick whichever ERP you want, which is very generic. I think it would have a lot of merit if they partnered strategically with a best-in-class trusted ERP platform or acquired an ERP platform."
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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