We performed a comparison between Genesys Cloud CX and Salesforce Sales Cloud 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."The latest version and updates have been great. It really has everything we need."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"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'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."
"Genesys Cloud is an excellent platform."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The stability is really good."
"The most valuable features of Salesforce Sales Cloud are opportunity management and metric integration."
"The most valuable features are custom objects, custom workflows, triggering, and integration with other SaaS solutions."
"On the high level, it's all about managing the clients, managing the opportunities around those clients, managing the tasks, calls, activities, all those things."
"Salesforce Sales Cloud is a stable solution."
"This solution offers a good user experience. It is easy to learn and use, even for those who are using it for the first time."
"The ability to work on it from anywhere is most valuable. All you need is a computer, a browser, and an internet connection to access your instance. It can be accessed from anywhere, which is pretty cool and user-friendly."
"The reporting features are useful."
"Salesforce is a very powerful tool which helps us to build that through tools like Process Builder or Flows, or even write code to achieve these scenarios."
"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 whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"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."
"AI still needs improvement when it comes to predictive engagement."
"The areas revolving around archiving and backup in Salesforce Sales Cloud are not as advanced as some of the other solutions in the market."
"There are also certain restrictions on the reports in terms of the number of records. Ideally, that should be removed."
"The high price of the product is an area of concern where improvements are required."
"As a presale team leader, I see a need to better understand the platform because our current knowledge is limited. This makes it difficult to explore possible extensions of its use. We also want more detailed information on commercial opportunities included in the tool. It needs to include better documentation on the functions it offers."
"Salesforce Sales Cloud does not integrate with Slack or WhatsApp, for example. As a result, there is no easy way to directly log a conversation with a client that occurred on one of these platforms. There are a few things that still need to be done manually in these instances."
"The scalability could improve by a small amount."
"It could have a more user-friendly interface."
"Applications that can help with migrating data over from the sandbox to production would make it easier because sometimes change sets can be bulky and they're not always as effective. This can be frustrating when you make a lot of changes and try to put those changes into production."
Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews while Salesforce Sales Cloud is ranked 2nd in CRM with 101 reviews. Genesys Cloud CX is rated 9.0, while Salesforce Sales Cloud is rated 8.4. The top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". On the other hand, the top reviewer of Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX, whereas Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement.
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.
