We performed a comparison between Genesys Cloud CX and Oracle Fusion Service 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 latest version and updates have been great. It really has everything we need."
"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 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."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The stability is really good."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Genesys Cloud is an excellent platform."
"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The solution is easy to learn."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"The most valuable feature of the solution is that customers can easily understand it."
"Everything is managed by Oracle, so they have security in place."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"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 like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"AI still needs improvement when it comes to predictive engagement."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"The user experience has to be much better."
"The UI experience needs refinement to enhance user-friendliness."
"The vendor must provide a user-friendly mobile application."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."
"Lacks the ability to deploy custom code for customization."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 8 reviews while Oracle Fusion Service is ranked 8th in CRM with 29 reviews. Genesys Cloud CX is rated 9.0, while Oracle Fusion Service is rated 8.6. 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 Oracle Fusion Service writes "A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales 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.
