We performed a comparison between Genesys Cloud CX and SAP 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."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."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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 latest version and updates have been great. It really has everything we need."
"Genesys Cloud is an excellent platform."
"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."
"We are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more efficient. Everything is connected to CRM, so we can use the data for analytics, sales forecasting, and data modeling."
"The solution assists us in identifying what to send, what to offer, and what customers are buying."
"SAP CRM is a scalable solution."
"SAP CRM integrates well with SAP ERP which is useful."
"The product integrates with third-party tools easily."
"One of the main things is that the reports are very customizable. It is very easy and user-friendly to customize the reports the way the user wants. They can see the reports as per their expectations and change them accordingly."
"From the bank perspective, it's user-friendly and simple to develop something specific for a certain customer. It allows customization for individual customers rather than applying a one-size-fits-all approach."
"We use SAP CRM for customer service improvement. The main idea is to make sure our team has the right information when talking to customers. This helps them process things like price approvals for quotes faster. The goal is to make the product more efficient, and faster, and, in the end, provide better customer service."
"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."
"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."
"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."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Improvement is needed for SAP CRM's integration with Microsoft Teams and Outlook Its integration with Microsoft collaboration software, including Teams, Outlook, and SharePoint, is not very good. There are issues with synchronization between appointments in CRM and Outlook, as well as challenges with managing contacts, which creates problems."
"Content management is one area where SAP CRM could use some work because we were seeking a CRM solution that could store BLOB data, like PDF and email data, which takes up a lot of space in the database. Recently, we migrated to a content server, but it would be nice if CRM had built-in BLOB data management because BLOB data is a challenge we've been dealing with since last year."
"The solution is slow."
"As SAP CRM is still in its pilot version in my company, and my team is still experimenting on it, there's little room for exploration, but its setup is not as straightforward, so this could be an area for improvement."
"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."
"SAP must provide a demo system for the customers."
"The interface could be improved."
"The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 8 reviews while SAP CRM is ranked 4th in CRM with 38 reviews. Genesys Cloud CX is rated 9.0, while SAP CRM is rated 7.6. 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 SAP CRM writes "It integrates well with our existing solutions, so we can analyze the data for analytics, forecasting and modeling". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Sales Cloud, Siebel CRM, Oracle CRM and SAS Marketing Automation.
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.
