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Genesys Cloud CX vs Pega CRM comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Valuable Features

Sentiment score
7.8
Genesys Cloud CX offers reliable, cost-effective contact center solutions with seamless integrations, advanced features, and comprehensive reporting capabilities.
No sentiment score available
The integration of CTI within the IT system is a particularly valuable feature.
 

Stability Issues

Sentiment score
7.6
Genesys Cloud CX, backed by AWS, offers high stability and reliability with minimal downtime and quick issue resolution.
No sentiment score available
 

Scalability Issues

Sentiment score
7.7
Genesys Cloud CX offers user-friendly scalability, efficiently adapting to large-scale call centers with high satisfaction and minimal disruption.
No sentiment score available
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
 

Customer Service

Sentiment score
7.6
Genesys Cloud CX support is generally helpful, though service level can vary by region, client size, and setup type.
No sentiment score available
 

Setup Cost

Sentiment score
3.7
Genesys Cloud CX offers scalable, negotiable pricing; valued features outweigh costs, with flexible pay-as-you-go options enhancing competitiveness.
No sentiment score available
Overall it's affordable, as indicated by a pricing rating of four out of ten.
 

Room For Improvement

Sentiment score
4.4
Genesys Cloud CX needs enhancements in automation, customization, AI, faster configuration, autonomy, pricing, and technical support.
No sentiment score available
There is room for improvement in the solution's pricing structure.
 

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
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
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
21%
Computer Software Company
12%
Financial Services Firm
12%
Government
7%
Financial Services Firm
26%
Computer Software Company
14%
Healthcare 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...
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

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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: November 2024.
816,406 professionals have used our research since 2012.