Genesys Cloud CX vs Pega CRM comparison

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1,859 views|1,298 comparisons
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289 views|217 comparisons
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Predictive engagement and gamification are valuable features with good inbound functionality.""Genesys Cloud is an excellent platform.""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.""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.""Its comprehensive single application includes everything from reporting to IVR and workflows.""The stability is really good."

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"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal.""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.""The solution is very easy to use.""It also reduces the duration per call, and it ensures a first time resolution of the issue.""Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly.""Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options.""The case management feature is really valuable.""We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

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Cons
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement.""AI still needs improvement when it comes to predictive engagement.""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.""One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs.""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."

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"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive.""The UI is lagging and needs to be improved.""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.""They should enable the data-driven streaming feature inside it.""The solution has room for improvement around decisional and real-time data analysis.""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.""There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

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Pricing and Cost Advice
  • "The cost depends on the type of license based on your organization's requirements and can get expensive."
  • "Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."
  • "I rate Genesys Cloud CX's pricing a one out of ten."
  • More Genesys Cloud CX Pricing and Cost Advice →

  • "It is expensive."
  • "We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."
  • "The pricing is on the higher side."
  • More Pega CRM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud… more »
    Top Answer:Its comprehensive single application includes everything from reporting to IVR and workflows.
    Top Answer:Genesys offers three types of licensing: CX One, CX Two, and CX Three. The pricing varies based on the number of agents in my contact center, with lower costs for fewer agents and higher costs for… more »
    Top Answer:Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child… more »
    Top Answer:Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model.
    Top Answer:I use Pega CRM, customer service, Pega Constellation, the framework, like, the Pega underwriting for insurance and all. Pega CRM is used for multiple clients, primarily in customer service. When calls… more »
    Ranking
    1st
    Views
    1,859
    Comparisons
    1,298
    Reviews
    7
    Average Words per Review
    956
    Rating
    9.0
    Views
    289
    Comparisons
    217
    Reviews
    5
    Average Words per Review
    470
    Rating
    8.4
    Comparisons
    Also Known As
    Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
    Chordiant
    Learn More
    Pega
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    Overview

    Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels. 

    With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

    Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.
    Sample Customers
    1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox
    The State of Maine, Aegis, Aegon, AIG Japan, ING
    Top Industries
    VISITORS READING REVIEWS
    Educational Organization18%
    Computer Software Company13%
    Financial Services Firm12%
    Government7%
    VISITORS READING REVIEWS
    Financial Services Firm23%
    Computer Software Company14%
    Real Estate/Law Firm7%
    Government6%
    Company Size
    REVIEWERS
    Small Business44%
    Midsize Enterprise11%
    Large Enterprise44%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise27%
    Large Enterprise55%
    REVIEWERS
    Midsize Enterprise22%
    Large Enterprise78%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise70%
    Buyer's Guide
    Five9 vs. Genesys Cloud CX
    March 2024
    Find out what your peers are saying about Five9 vs. Genesys Cloud CX and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Genesys Cloud CX is ranked 1st in Contact Center Platforms with 8 reviews while Pega CRM is ranked 6th in CRM Customer Engagement Centers with 9 reviews. Genesys Cloud CX is rated 9.0, while Pega CRM is rated 8.2. 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, Vlocity and HubSpot CRM.

    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.