Genesys Cloud CX vs Oracle CRM comparison

The compared Genesys and Oracle solutions aren't in the same category. Genesys is ranked #2 in CCP , with an average rating of 8.8, and holds a 27.7% mindshare in the category. Oracle is ranked #9 in CRM , with an average rating of 7.5, and holds a 3.6% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 89% of Oracle users who would recommend it.

Genesys Cloud CX

Read 11 Genesys Cloud CX reviews

1,466 Views
1,000 Comparison Views

100% willing to recommend

Oracle CRM

Read 38 Oracle CRM reviews

1,654 Views
1,284 Comparison Views

89% willing to recommend

Genesys Cloud CX

Oracle CRM

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Executive Summary

We performed a comparison between Genesys Cloud CX and Oracle CRM 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.

To learn more, read our detailed Contact Center Platforms Report (Updated: October 2024).

Buyer's Guide

Contact Center Platforms

October 2024

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Helped 814,649 peers since 2012

Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (1st)

Oracle CRM

Average Rating

7.8

Number of Reviews

Ranking in other categories

CRM (9th), Marketing Automation (5th)

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 27.7%, down 29.2% compared to last year.
Oracle CRM, on the other hand, focuses on CRM, holds 3.6% mindshare, down 5.3% since last year.

Contact Center Platforms

CRM

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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SrinivasReddy2

Consultant at British Council

May 2, 2024

Typical configuration, no customization needed and quick to deploy

For CRM, my company mostly uses it for automated placement, with requests to the customer endpoint. Customers will place their product orders through the CRM portal. I work on the technical side, managing servers and applications. I handle integrations The user interface could be better. It's…

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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

"Genesys Cloud is an excellent platform."

"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."

"Predictive engagement and gamification are valuable features with good inbound functionality."

"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 integration of CTI within the IT system is a particularly valuable feature."

"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."

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

More Genesys Cloud CX pros

"I find the reporting features impactful."

"For the most part, the solution is straightforward."

"The product is straightforward to set up. There's no difficulty."

"Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports."

"Oracle CRM is a versatile solution with many features and functionalities that makes it a suitable solution for many different business use cases."

"The most valuable feature is the ability to automatically enrich deals by connecting to APIs. This allows me to gather additional information about companies, number of employees, and data from the previous year. Having this information helps me understand the size of the company better and tailor my proposals accordingly."

"Oracle CRM helped us better understand the customer journey."

"Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance."

More Oracle CRM pros

Cons

"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."

"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."

"I would like to see some of that functionality or features from Genesys Engage added to 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."

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

More Genesys Cloud CX cons

"An improvement would be to lower the price of the license."

"I'd like to see more feature enhancements."

"I would like to see the UI improved ."

"Customization is an area in the solution that takes too much time. So, it needs to be improved."

"The user interface and performance could be better."

"The product is not intuitive."

"Oracle CRM can improve integration and performance."

"The cost can be a bit more expensive compared to other options."

More Oracle CRM cons

Pricing and Cost Advice

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

"The pricing is a bit 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."

"There are licenses needed to use this solution and they are managed by our product team."

"The pricing for licensing is pretty expensive. If you need one particular feature it becomes expensive to have to continue paying for it."

"On a scale of one to ten, where one is cheap, and ten is expensive, I rate the pricing a twelve. Oracle CRM is on the expensive side."

"We have annual licenses to use this solution that are quite expensive. For example, we have approximately four types of licenses and we have one annual contract for the number of licenses we use for Oracle CRM and the loyalty system."

"It is not cheap. It is more suitable for big companies."

"The product's pricing is manageable and flexible."

"Every year, we have new users, and we get new licenses. It depends on various things such as the number of users and expansion of our business lines."

"In my region, the tool is expensive. There are no additional costs in addition to the standard licensing fees of the tool."

More Oracle CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

21%

Computer Software Company

12%

Financial Services Firm

11%

Government

Computer Software Company

14%

University

11%

Financial Services Firm

11%

Government

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...

See all answers

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?

Pricing is rather expensive. Integration capabilities are costly and not easy.

See all answers

What do you like most about Oracle CRM?

The most valuable feature is the ability to automatically enrich deals by connecting to APIs. This allows me to gather additional information about companies, number of employees, and data from the...

See all answers

What is your experience regarding pricing and costs for Oracle CRM?

The price of Oracle CRM in Vietnam is high, which is a concern. Clients must buy the license once, and if there are updates in the year, they need to buy the new version.

See all answers

What needs improvement with Oracle CRM?

Oracle CRM should improve in terms of AI capabilities and user interface design. Compared to Salesforce, it lacks advanced features in these areas and is not as user-friendly.

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 19% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 13% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Unified Contact Center Express vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

SAP CRM vs Oracle CRM

Compared 35% of the time

Siebel CRM vs Oracle CRM

Compared 33% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 12% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 11% of the time

Zoho CRM vs Oracle CRM

Compared 4% of the time

More Oracle CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

October 2024

Download Genesys Cloud CX product report

Buyer's Guide

Oracle CRM

October 2024

Download Oracle CRM product report

Also Known As

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

Market2Lead

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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.

On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.

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

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology

Buyer's Guide

Contact Center Platforms

October 2024

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