Try our new research platform with insights from 80,000+ expert users

Genesys Cloud CX vs Pega CRM comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Genesys Cloud CX
Average Rating
8.8
Reviews Sentiment
6.8
Number of Reviews
11
Ranking in other categories
Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (1st)
Pega CRM
Average Rating
8.0
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 27.7%, down 29.2% compared to last year.
Pega CRM, on the other hand, focuses on CRM Customer Engagement Centers, holds 9.4% mindshare, up 7.2% since last year.
Contact Center Platforms
CRM Customer Engagement Centers
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
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.
Srinivas Ganisetti - PeerSpot reviewer
Jan 25, 2024
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.

Quotes from Members

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

Pros

"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."
"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."
"The stability is really good."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The integration of CTI within the IT system is a particularly valuable feature."
"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."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."
"The product's deployment phase was easy."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"The solution is very easy to use."
"The case management feature is really valuable."
 

Cons

"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."
"AI still needs improvement when it comes to predictive engagement."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"The UI is lagging and needs to be improved."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"The UI should be improved."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"The solution has room for improvement around decisional and real-time data analysis."
 

Pricing and Cost Advice

"The cost depends on the type of license based on your organization's requirements and can get 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."
"The pricing is a bit expensive."
"The pricing is on the higher side."
"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."
"It is expensive."
report
Use our free recommendation engine to learn which Contact Center Platforms solutions are best for your needs.
814,649 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
21%
Computer Software Company
12%
Financial Services Firm
11%
Government
7%
Financial Services Firm
26%
Computer Software Company
15%
Real Estate/Law Firm
6%
Healthcare Company
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...
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?
Pricing is rather expensive. Integration capabilities are costly and not easy.
What do you like most about Pega CRM?
The product's deployment phase was easy.
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...
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...
 

Also Known As

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

Learn More

Video not available
 

Overview

 

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
Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms. Updated: October 2024.
814,649 professionals have used our research since 2012.