We performed a comparison between Genesys Cloud CX and Salesforce Service Cloud 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 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."
"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."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"Genesys Cloud is an excellent platform."
"The stability is really good."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The complexity of the solution is very less."
"The product's initial setup phase was straightforward."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It is a stable product."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"It's a cloud tool, so it is easy to set up."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The interface is quite user-friendly."
"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."
"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."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"The pricing for what Salesforce Service Cloud offers is not great."
"Salesforce Service Cloud's report functionality could be improved."
"The pricing of the solution can be made cheaper."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The main concern for me revolves around the speed of certain integrations."
"The integrations with other solutions can be improved."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 8 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 39 reviews. Genesys Cloud CX is rated 9.0, while Salesforce Service Cloud 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 Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management and Vlocity.
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.
