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Adobe Web Experience Management vs Genesys Cloud CX comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Feb 4, 2025

Review summaries and opinions

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

Categories and Ranking

Adobe Web Experience Manage...
Ranking in Customer Experience Management
12th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Genesys Cloud CX
Ranking in Customer Experience Management
5th
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (3rd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)
 

Mindshare comparison

As of April 2025, in the Customer Experience Management category, the mindshare of Adobe Web Experience Management is 1.7%, down from 3.9% compared to the previous year. The mindshare of Genesys Cloud CX is 6.8%, up from 3.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

Syed Hasan - PeerSpot reviewer
It has a lot of features, and it is very easy to learn, use, integrate, and manage
It would be better if it also supports some styling. Currently, whenever we have to do design for a particular client according to their brand strategy, it takes a good amount of effort. Adobe never focuses on this area. They say that you design your pages, templates, etc. If they can define common components or a common section of the style sheet so that if you want to have a button by default, you can go and just mention the specifications, such as the color code, and those specifications are automatically followed across the whole site or multiple sites according to the brand strategy. Such functionality will be helpful because currently, it takes a lot of effort to manage them separately. They can increase the number of components in terms of combinations. For example, if I take an image and a text component, currently, Adobe gives you just an image and text component. It should provide multiple versions, such as image, text, and video. That's because, on most of the sites, clients always come up with this combination. They want to have a video. They want to have an image, and they want to have some text. There could be options to have any of the following combinations: * The image on the left, the video on the right, and the text at the bottom. * The image on the left, the video on the right, and the text at the top. * The image in the center, the video on top, and the text at the bottom. If they can come up with such permutations and combinations, it will make the work easier. It will help us in putting out the site in a faster way, instead of us having to do the regular development every time. They can come up with some out-of-the-box components to help you drag and drop a video that will be displayed in a particular player. Currently, some of the features are not available, and we have to customize them. They can look into the top video players that are being used by most of the end-users from a location and provide out-of-the-box components. They can look into the features of YouTube, Vimeo, and other top players.
ABHAY MISRA - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"The templates and components that come out of the box are very helpful, especially in terms of the content fragments and experience fragments. Every client would like to have some templates and components, and they would like to cut down the effort of having to create every component that's customized. So, they try to use them out of the box. Other than that, the user roles and permissions workflows, third-party integrations, and system integration are the features that are very important."
"Good content and digital management capabilities."
"The integration of CTI within the IT system is a particularly valuable feature."
"The integration capabilities are very good. It is API-based and offers prebuilt integrations."
"The most valuable feature for me is the WFM tool."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Genesys is brilliant concerning stability."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"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."
 

Cons

"Unable to handle very large video files."
"It would be better if it also supports some styling. Currently, whenever we have to do design for a particular client according to their brand strategy, it takes a good amount of effort. Adobe never focuses on this area. They say that you design your pages, templates, etc. If they can define common components or a common section of the style sheet so that if you want to have a button by default, you can go and just mention the specifications, such as the color code, and those specifications are automatically followed across the whole site or multiple sites according to the brand strategy. Such functionality will be helpful because currently, it takes a lot of effort to manage them separately."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Their WFM product is still pretty immature."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Their WFM product is still pretty immature."
"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."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"The cost needs to be improved, and it should be easier to integrate."
 

Pricing and Cost Advice

"It's definitely an expensive solution, but it comes with a lot of features and scalability. As compared to other content management systems that we have in the market, AEM is the costliest one. There is no hidden or additional fee."
"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 pricing is a bit expensive."
"I rate Genesys Cloud CX's pricing a one out of ten."
"The cost depends on the type of license based on your organization's requirements and can get expensive."
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Top Industries

By visitors reading reviews
No data available
Educational Organization
19%
Financial Services Firm
12%
Computer Software Company
11%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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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...
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.
What is your experience regarding pricing and costs for Genesys Cloud?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
 

Also Known As

No data available
Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
 

Overview

 

Sample Customers

Rundfunk Berlin-Brandenburg, University of Georgia, The University of Auckland, Dalhousie University, KfW Bankengruppe, IG Group, National Australia Bank, Investec, New Mexico Department of Transportation (NMDOT), Swiss Federal Railways (SBB), Singapore Tourism Board, European Southern Observatory (ESO)
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
Find out what your peers are saying about Adobe Web Experience Management vs. Genesys Cloud CX and other solutions. Updated: March 2025.
845,406 professionals have used our research since 2012.