We performed a comparison between Genesys Cloud CX and Pega 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."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."
"The stability is really good."
"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."
"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 also reduces the duration per call, and it ensures a first time resolution of the issue."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"The solution is very easy to use."
"The product's deployment phase was easy."
"The case management feature is really valuable."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"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."
"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."
"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."
"They should enable the data-driven streaming feature inside it."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"The UI should be improved."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"The solution has room for improvement around decisional and real-time data analysis."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while Pega CRM is ranked 6th in CRM Customer Engagement Centers with 10 reviews. Genesys Cloud CX is rated 9.0, while Pega CRM is rated 8.0. 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 Pega CRM writes "Case management feature is valuable but the pricing is expensive". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Avaya IX Contact Center, whereas Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, HubSpot CRM and Vlocity.
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