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."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."
"The latest version and updates have been great. It really has everything we need."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"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."
"Genesys Cloud is an excellent platform."
"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."
"The most important feature is the ability to assign a plan using the manual close function."
"Oracle CRM is a versatile solution with many features and functionalities that makes it a suitable solution for many different business use cases."
"The solution is scalable."
"The reporting features are valuable."
"It is a stable solution."
"Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports."
"It has a wide variety of use cases."
"Oracle CRM's best feature is its ability to customize as per specific organization's requirements."
"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."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"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."
"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."
"I would like to remove all manual work and get the benefits of the function that Oracle provides without any manual interference or paperwork."
"A specialized team is required for managing Oracle, which is extra overhead for the customer."
"The product is not intuitive."
"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."
"Their support could be faster. Like any other solution provider, in some cases, it takes time to get their response, and sometimes, they do not fix the issue in the first round. Therefore, we have to go through another round."
"This solution is only available on-premises. It could be improved by offering a cloud/SaaS option which is more scalable."
"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 7th 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.
