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Genesys Cloud CX vs Pega CRM comparison

The compared Genesys and Pega solutions aren't in the same category. Genesys is ranked #1 in CCP , with an average rating of 8.7, and holds a 26.0% mindshare in the category. Pega is ranked #7 in CCEC , with an average rating of 7.9, and holds a 8.4% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.
Genesys Cloud CX
Read 12 Genesys Cloud CX reviews
  • 1,377 Views
  • 967 Comparison Views
100% willing to recommend
Pega CRM
Read 10 Pega CRM reviews
  • 220 Views
  • 167 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Genesys Cloud CX and Pega CRM based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Amazon Web Services (AWS), 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:
 

ROI

Sentiment score
7.8
Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.
No sentiment score available
 

Customer Service

Sentiment score
7.6
Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.
Sentiment score
6.9
Pega CRM offers strong customer support with user-friendly features but may require time to resolve complex issues.
 

Scalability Issues

Sentiment score
7.7
Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.
Sentiment score
7.5
Pega CRM is highly scalable, supporting various deployments, though manual server management may lead to minor downtimes.
The scalability of Genesys is excellent.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the Pega CRM report
 

Stability Issues

Sentiment score
7.9
Genesys Cloud CX offers strong stability with AWS support, high uptime, and reliable performance backed by redundant networks and support.
Sentiment score
7.4
Pega CRM is reliable, with global support and enhancements, though issues like integration and occasional U.S. sluggishness occur.
Genesys is brilliant concerning stability.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
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Room For Improvement

Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.
Pega CRM requires UI improvements, cost reduction, better integration, enhanced support, flexible modifications, and improved developer training.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the Pega CRM report
 

Setup Cost

Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.
Pega CRM is expensive with varied licensing; preferred for enterprise features despite high costs and annual subscription fees.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the Pega CRM report
 

Valuable Features

Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.
Pega CRM enhances productivity and cost efficiency with integration, flexible workflows, and user-friendly design for seamless customer management.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the Pega CRM report
 

Categories and Ranking

Genesys Cloud CX
Average Rating
8.8
Reviews Sentiment
6.8
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (1st), Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (1st)
Pega CRM
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (18th)
 

Mindshare comparison

While both are Contact Center solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 26.0%, down 29.1% compared to last year.
Pega CRM, on the other hand, focuses on CRM Customer Engagement Centers, holds 8.4% mindshare, up 7.4% since last year.
Contact Center Platforms
CRM Customer Engagement Centers
 

Featured Reviews

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.
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Srinivas Ganisetti - PeerSpot reviewer
Case management feature is valuable but the pricing is expensive
I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.
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Top Industries

By visitors reading reviews
Educational Organization
22%
Financial Services Firm
12%
Computer Software Company
11%
Government
7%
Financial Services Firm
27%
Computer Software Company
14%
Manufacturing Company
5%
Real Estate/Law Firm
5%
 

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 Pega CRM?
The product's deployment phase was easy.
See all answers
What needs improvement with Pega CRM?
The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...
See all answers
What is your primary use case for Pega CRM?
Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...
See all answers
 

Comparisons

Amazon Connect vs Genesys Cloud CX Logo
Amazon Connect vs Genesys Cloud CX
Compared 18% of the time
Genesys PureConnect vs Genesys Cloud CX Logo
Genesys PureConnect vs Genesys Cloud CX
Compared 11% of the time
NICE CXone vs Genesys Cloud CX Logo
NICE CXone vs Genesys Cloud CX
Compared 7% of the time
Five9 vs Genesys Cloud CX Logo
Five9 vs Genesys Cloud CX
Compared 6% of the time
Cisco Unified Contact Center Express vs Genesys Cloud CX Logo
Cisco Unified Contact Center Express vs Genesys Cloud CX
Compared 5% of the time
More Genesys Cloud CX Competitors
Siebel CRM vs Pega CRM Logo
Siebel CRM vs Pega CRM
Compared 42% of the time
Microsoft Dynamics CRM vs Pega CRM Logo
Microsoft Dynamics CRM vs Pega CRM
Compared 19% of the time
Pega Robotic Process Automation vs Pega CRM Logo
Pega Robotic Process Automation vs Pega CRM
Compared 16% of the time
Odoo vs Pega CRM Logo
Odoo vs Pega CRM
Compared 12% of the time
More Pega CRM Competitors
 

Product Reports

Buyer's Guide
Genesys Cloud CX
December 2024
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
Pega CRM
December 2024
Pega CRM reportDownload Pega CRM product report
 

Also Known As

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

Learn More

Genesys
Video not available
Pega
 

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.

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.
 

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
The State of Maine, Aegis, Aegon, AIG Japan, ING
Buyer's Guide
Contact Center Platforms
December 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.