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 8.6, and holds a 25.0% mindshare in the category. Oracle is ranked #9 in CRM , with an average rating of 7.5, and holds a 3.1% 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 12 Genesys Cloud CX reviews

1,340 Views
933 Comparison Views

100% willing to recommend

Oracle CRM

Read 38 Oracle CRM reviews

1,511 Views
1,181 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.

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Contact Center Platforms

December 2024

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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

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) (3rd)

Oracle CRM

Average Rating

7.8

Reviews Sentiment

6.8

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 25.0%, down 29.4% compared to last year.
Oracle CRM, on the other hand, focuses on CRM, holds 3.1% mindshare, down 4.8% since last year.

Contact Center Platforms

CRM

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

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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Omair Bokhari

Head of IT Operations at Fatima Group

Helps business track their customers, sales leads, and opportunities

An area for improvement is the vendors' inability to understand the customers' requirements and communicate them to Oracle. When we started to implement the tool, and during the very initial phases of the product, when Oracle launched it, our company opted for it. We faced a few challenges related to the product speed associated with some functionalities that were not available when the tool was just launched, but later on, it became available, and right now, we are actually using it. The tool is fulfilling our requirements. There were no major hiccups or challenges due to the tool. The solution's mobile app needs to be enriched with more functionalities in the future.

Read full review

Quotes from Members

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

Pros

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

"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."

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

"The stability is really good."

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

"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 feature for me is the WFM tool."

"Genesys Cloud is an excellent platform."

More Genesys Cloud CX pros

"Oracle CRM accommodates client needs, potentially reducing licensing costs with a pay-as-you-go approach. It also allows for the standardization of processes and reporting, which is important for our organization. Additionally, integration through APIs improves connectivity."

"We are able to take back control of our client sales information and analyze it for the future to improve."

"It is very simple."

"CRM's performance is good, we've never faced any issues with it."

"It is one of the most proficient CRM tools out there. It is comprehensive and scalable. It covers most of the CRM activities, business lines, and business requirements."

"It is a stable solution."

"The most valuable features of the solution are that it is user-friendly and the fact that the database handling is much better, like any other Oracle solution."

"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

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

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

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

"Their WFM product is still pretty immature."

"The cost needs to be improved, and it should be easier to integrate."

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

"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."

More Genesys Cloud CX cons

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

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

"The product is not intuitive."

"I would like to remove all manual work and get the benefits of the function that Oracle provides without any manual interference or paperwork."

"This solution is only available on-premises. It could be improved by offering a cloud/SaaS option which is more scalable."

"The solution's mobile app needs to be enriched with more functionalities in the future."

"With Oracle CRM, people report some usual downtime and frequent outages."

"Improvements could be made in automating certain tasks, such as automatically notifying me via email when a customer has signed off on a proposal. Some of these features require payment, but including them in the basic package for smaller companies would be beneficial."

More Oracle CRM cons

Pricing and Cost Advice

"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."

"The pricing is a bit expensive."

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

"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."

"We were able to get a ten-year contract for a very good discount with our three platforms together with Oracle."

"Shifting from traditional licensing and monthly maintenance fees to a subscription-based, pay-as-you-use model offers several advantages. This approach only charges me for my transactions, aligning costs with business performance. As my company grows, the software provider's revenue grows proportionally to the increased usage. The cost and suitability of Oracle CRM depend on factors like location, industry, and compliance needs. It may be more common for US companies to use Oracle CRM and European ones to use SAP."

"The tool's pricing involves a monthly subscription fee based on the number of users. I believe it's around $20 per user initially, and then an additional five dollars per user if more users are added."

"There is a license required to use this solution. The price is reasonable for a CRM."

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

"The licensing is on a yearly basis."

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

More Oracle CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

22%

Computer Software Company

11%

Financial Services Firm

11%

Government

Computer Software Company

14%

Financial Services Firm

11%

University

10%

Government

10%

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?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

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 17% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 10% 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

Siebel CRM vs Oracle CRM

Compared 37% of the time

SAP CRM vs Oracle CRM

Compared 34% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 11% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 10% 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

January 2025

Download Genesys Cloud CX product report

Buyer's Guide

Oracle CRM

December 2024

Download Oracle CRM product report

Also Known As

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

Market2Lead

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.

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

December 2024

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