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 Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."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 stability is really good."
"The latest version and updates have been great. It really has everything we need."
"Genesys Cloud is an excellent platform."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"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 solution is smooth, easy to use, easy to customize and it has many features. Plus, there are regular updates."
"It is very simple."
"Oracle CRM integrates seamlessly because it's an end-to-end solution."
"Oracle CRM's best feature is its ability to customize as per specific organization's requirements."
"Oracle CRM helped us better understand the customer journey."
"We are able to take back control of our client sales information and analyze it for the future to improve."
"Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance."
"It is a stable solution."
"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."
"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."
"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."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"AI still needs improvement when it comes to predictive engagement."
"The initial setup is complex, it could be improved to be more simplified."
"I'd like to see more feature enhancements."
"It’s complex to customize the tool."
"Our infrastructure is set up for an on-premises deployment of this solution and I am concerned that the online deployment that we are moving to will not perform as well as our current on-premises storage systems. It could cause some problems, such as latency delays."
"With Oracle CRM, people report some usual downtime and frequent outages."
"The performance could be better."
"This solution is only available on-premises. It could be improved by offering a cloud/SaaS option which is more scalable."
"I would like to remove all manual work and get the benefits of the function that Oracle provides without any manual interference or paperwork."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while Oracle CRM is ranked 7th in CRM with 31 reviews. Genesys Cloud CX is rated 9.0, while Oracle CRM is rated 7.8. 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 "The solution is easy to deploy, scalable, and stable". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 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.
