Genesys Cloud CX vs Oracle Fusion Service comparison

Genesys Cloud CX

Read 9 Genesys Cloud CX reviews

1,736 Views
1,221 Comparison Views

100% willing to recommend

Oracle Fusion Service

Read 30 Oracle Fusion Service reviews

1,416 Views
655 Comparison Views

90% willing to recommend

Genesys Cloud CX

Oracle Fusion Service

Comparison Buyer's Guide

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Executive Summary

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 Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms.

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Contact Center Platforms

May 2024

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Categories and Ranking

Genesys Cloud CX

Average Rating

9.0

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (5th), Contact Center as a Service (CCaaS) (1st)

Oracle Fusion Service

Average Rating

8.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), CRM (10th), Marketing Management (6th)

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Mar 27, 2024

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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Hitesh Kunchakuri

Associate Consultant at University of California at Davis

Dec 18, 2023

A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business

There are multiple options in the product that are improving quarterly by considering the user feedback Oracle receives from its multiple clients. I am not exactly sure about the improvements made in the product since I have not been working with the solution for the past four to six months. The area where employees' personal and contact information is called the person management section in the HR module of Oracle Fusion Service, has shortcomings where improvements are required. Sometimes, there are some issues with the areas around national identifiers in the product, so our company has to add multiple national identifiers. Though a person from the USA works in some other country, and that person has every valid document of the residing country, the product sometimes gives some trouble to access the information. The product's option to upload payroll data doesn't work seamlessly. It would be great if there was an option to do internal calculations in the product since sometimes, in our company, we have to calculate all the fields manually in Excel and then upload them in the application.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The stability is really good."

"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."

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"The latest version and updates have been great. It really has everything we need."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"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 easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

More Genesys Cloud CX pros

"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."

"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."

"Oracle's strength lies in swiftly building and deploying enterprise applications globally."

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."

"The solution changes the way clients work to make it easier and faster."

"Oracle Service Cloud could improve the integration for older platforms."

"Everything is managed by Oracle, so they have security in place."

More Oracle Fusion Service pros

Cons

"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."

"AI still needs improvement when it comes to predictive engagement."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

More Genesys Cloud CX cons

"The product's option to upload payroll data doesn't work seamlessly."

"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."

"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."

"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."

"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."

"The product's initial setup phase was very difficult."

"Oracle Service Cloud could improve the integration for older platforms."

"The vendor must provide a user-friendly mobile application."

More Oracle Fusion Service cons

Pricing and Cost Advice

"The pricing is a bit expensive."

"I rate Genesys Cloud CX's pricing a one out of ten."

"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."

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"This is definitely an expensive product compared to others on the market."

"The tool is reasonably priced."

"The product has average pricing."

"Oracle Fusion Service is a cheap and flexible solution."

"Oracle Fusion Service is more expensive than Workday."

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Top Industries

By visitors reading reviews

Educational Organization

19%

Computer Software Company

13%

Financial Services Firm

12%

Government

Educational Organization

76%

Financial Services Firm

Computer Software Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

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. Ge...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

See all answers

What is your experience regarding pricing and costs for Genesys Cloud?

The pricing is a bit expensive. The price is worth it because it is worth it to use Genesys Cloud CX because of its multiple features. The reporting on Alteryx is leading. Their flexibility for com...

See all answers

What do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

When you do approvals, I don't think the approver can see the documents that the requester initially raised. I don't think that the approver received all of the documents that were attached when th...

See all answers

What is your primary use case for Oracle Service Cloud?

With Oracle Fusion Service, the process of raising purchase requisitions and issuing purchase orders was streamlined compared to using just Oracle previously. Oracle Fusion Service offers good effi...

See all answers

Comparisons

Genesys PureConnect vs Genesys Cloud CX

Compared 22% of the time

Amazon Connect vs Genesys Cloud CX

Compared 18% of the time

Five9 vs Genesys Cloud CX

Compared 7% of the time

NICE CXone vs Genesys Cloud CX

Compared 6% of the time

Cisco CCX vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

QuickBase vs Oracle Fusion Service

Compared 30% of the time

Siebel CRM vs Oracle Fusion Service

Compared 20% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 16% of the time

Sales Creatio vs Oracle Fusion Service

Compared 8% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 7% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

June 2024

Download Genesys Cloud CX product report

Buyer's Guide

Oracle Fusion Service

May 2024

Download Oracle Fusion Service product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Oracle Service Cloud, Oracle RightNow

Learn More

Genesys

Oracle

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.

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

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

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.

Buyer's Guide

Contact Center Platforms

May 2024

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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.