Compare Genesys Cloud vs. Oracle Service Cloud

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Genesys Cloud Logo
4,640 views|4,203 comparisons
Oracle Service Cloud Logo
1,253 views|881 comparisons
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Pricing and Cost Advice
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"This is definitely an expensive product compared to others on the market."

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456,719 professionals have used our research since 2012.
Ranking
2nd
Views
4,640
Comparisons
4,203
Reviews
0
Average Words per Review
0
Rating
N/A
4th
out of 66 in CRM
Views
1,253
Comparisons
881
Reviews
2
Average Words per Review
196
Rating
7.0
Popular Comparisons
Compared 41% of the time.
Compared 6% of the time.
Compared 3% of the time.
Compared 25% of the time.
Compared 12% of the time.
Also Known As
Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloudOracle RightNow
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Genesys
Oracle
Overview
Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate 25 billion contact center interactions per year in the cloud and on premises. From 1 to 100,000+ seats, we are addressing the needs of small, mid-size and large enterprises with flexible deployment models. Genesys has three new Contact Center solutions to choose from: Premier Edition for small to mid-sized Contact Centers, Business Edition for mid-sized Contact Centers, and Enterprise Edition for large Contact Centers.

Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries.

This flexible and scalable platform includes:

  • A highly interactive and pixel-perfect Web and Mobile Customer Service, encouraging customers to self-serve via a customer portal, knowledge base, Facebook page, or peer-based community. Service can also be predictive, through the Internet of Things, or automated through virtual assistants, for example.
  • A unified Cross-Channel Contact Center that captures a unique 360-degree view of every consumer across all channels guiding agents to seamless resolution.
  • A time-based, self-learning, and predictive Field Service Management (formerly TOA Technologies) that automates and optimizes operations in the field.
  • A fully integrated cloud Knowledge Management solution that delivers a seamless and consistent experience across all channels. It is the backbone of every omnichannel service strategy.
  • Oracle Policy Automation delivers Smarter Advice–a more personal, richer interaction with customers based on the easy automation of business processes, rules, regulations, and organizational policies.

  For more information visit https://cloud.oracle.com/en_US/service-cloud

Offer
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Sample Customers
Vodacom, British Telecom (BT), Marketo, Etisalat, Deutsche Telekom, AstraZeneca, Red Hat, DNB, UBI Banca, ICICI Bank, esri, Swedbank, Swisscom, Marks & Spencer, Banco de Chile, Princeton University, Overstock, Procter & Gamble (P&G), elong, Emirates, Vodafone, Ticketmaster Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.
Top Industries
VISITORS READING REVIEWS
Computer Software Company35%
Comms Service Provider18%
Media Company9%
Insurance Company7%
VISITORS READING REVIEWS
Computer Software Company51%
Comms Service Provider10%
Manufacturing Company6%
Marketing Services Firm5%
Company Size
No Data Available
REVIEWERS
Small Business47%
Midsize Enterprise13%
Large Enterprise40%

Genesys Cloud is ranked 2nd in Contact Center Platforms while Oracle Service Cloud is ranked 4th in CRM with 2 reviews. Genesys Cloud is rated 0.0, while Oracle Service Cloud is rated 7.0. On the other hand, the top reviewer of Oracle Service Cloud writes "Scales well and is fully managed by Oracle, but the user experience needs to be improved". Genesys Cloud is most compared with Amazon Connect, Cisco Contact Center Enterprise, Avaya IX Contact Center, Cisco CCX and Five9, whereas Oracle Service Cloud is most compared with Siebel CRM, Oracle CX Sales, Vlocity, Microsoft Dynamics CRM and Siebel Contact Center.

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