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

Genesys Cloud CX vs Pega CRM comparison

The compared Genesys and Pega solutions aren't in the same category. Genesys is ranked #2 in CCP , with an average rating of 8.6, and holds a 23.8% mindshare in the category. Pega is ranked #7 in CCEC , with an average rating of 7.9, and holds a 8.5% 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
  • 1,340 Views
  • 933 Comparison Views
100% willing to recommend
Pega CRM
Read 10 Pega CRM reviews
  • 225 Views
  • 169 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

Download the report
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 Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed Contact Center Platforms Report (Updated: January 2025).
Buyer's Guide
Contact Center Platforms
January 2025
Download the complete report
Helped 832,138 peers since 2012

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
12
Ranking in other categories
Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (3rd)
Pega CRM
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (19th)
 

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 23.8%, down 29.0% compared to last year.
Pega CRM, on the other hand, focuses on CRM Customer Engagement Centers, holds 8.5% mindshare, up 8.3% 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.
Read full review
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.
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 most valuable feature for me is the WFM tool."
"Genesys is brilliant concerning stability."
"Genesys Cloud is an excellent platform."
"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."
"The integration of CTI within the IT system is a particularly valuable feature."
"The stability is really good."
"The latest version and updates have been great. It really has everything we need."
More Genesys Cloud CX pros
"The case management feature is really valuable."
"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."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The solution is very easy to use."
"The product's deployment phase was easy."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
More Pega CRM pros
 

Cons

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"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."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"The cost needs to be improved, and it should be easier to integrate."
"Their WFM product is still pretty immature."
More Genesys Cloud CX cons
"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 disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"They should enable the data-driven streaming feature inside it."
"The UI is lagging and needs to be improved."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The UI should be improved."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
More Pega CRM cons
 

Pricing and Cost Advice

"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."
"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."
"The pricing is on the higher side."
"It is expensive."
"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."
report
See which vendors are best for you
Use our free recommendation engine to learn which Contact Center Platforms solutions are best for your needs.
See recommendations
832,138 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
22%
Computer Software Company
11%
Financial Services Firm
11%
Manufacturing Company
7%
Financial Services Firm
26%
Computer Software Company
14%
Real Estate/Law Firm
5%
Government
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...
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?
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 17% of the time
Genesys PureConnect vs Genesys Cloud CX Logo
Genesys PureConnect vs Genesys Cloud CX
Compared 10% 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 35% of the time
Microsoft Dynamics CRM vs Pega CRM Logo
Microsoft Dynamics CRM vs Pega CRM
Compared 18% of the time
Odoo vs Pega CRM Logo
Odoo vs Pega CRM
Compared 12% of the time
Pega Robotic Process Automation vs Pega CRM Logo
Pega Robotic Process Automation vs Pega CRM
Compared 9% of the time
Salesforce Sales Cloud vs Pega CRM Logo
Salesforce Sales Cloud vs Pega CRM
Compared 8% of the time
More Pega CRM Competitors
 

Product Reports

Buyer's Guide
Genesys Cloud CX
January 2025
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
Pega CRM
January 2025
Pega CRM reportDownload Pega CRM product report
 

Also Known As

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

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.

Genesys
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.
Pega
 

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
January 2025
Download Free Report
Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms. Updated: January 2025.
DOWNLOAD NOW
832,138 professionals have used our research since 2012.

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.