Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.
Many first-time CRM users are unaware of all features and best practices, so we guide them with use cases, sample work, or sometimes create a POC to show them how their system will look and the expected outcomes.
Salesforce Sales Cloud is a fantastic tool but requires disciplined data entry by sales personnel and operations teams to maintain data quality.
Genesys support is very good.
Support requires a subscription and when taken, the service is pretty nice.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
Salesforce Sales Cloud is totally cloud native, requiring no additional effort for scalability.
Salesforce is highly scalable and operates efficiently.
Genesys is brilliant concerning stability.
Salesforce Sales Cloud is very stable.
I have not experienced any degradation in Salesforce's performance.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
Compared to AWS, it is slower, which could be a hindrance.
With today's generative AI capabilities like ChatGPT, it should be possible to directly communicate with the software rather than navigating through the entire system manually.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
This happened for the first time because of the new CEO, Arundhati, who revolutionized pricing strategies, allowing discounts of 60-70% for Salesforce Sales Cloud in India.
Without negotiation, costs can become expensive.
I would rate the price for Salesforce Sales Cloud as a three, where one is a high price.
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.
Its easy-to-navigate interface aids in delivering clear vision and organization, especially for sales and business management.
The Einstein Analytics and the inbuilt reporting are very useful for keeping track of pipeline movement.
The biggest benefit of the Salesforce Sales Cloud is a centralized point, a centralized source of truth for customer-related information; you centralize all the information in a single database, and that's the biggest benefit.
| Product | Market Share (%) |
|---|---|
| Genesys Cloud CX | 18.8% |
| Amazon Connect | 19.5% |
| Five9 | 12.9% |
| Other | 48.800000000000004% |
| Product | Market Share (%) |
|---|---|
| Salesforce Sales Cloud | 3.5% |
| Microsoft Dynamics CRM | 4.4% |
| SAP CRM | 3.9% |
| Other | 88.2% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 54 |
| Midsize Enterprise | 26 |
| Large Enterprise | 40 |
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.
Salesforce Sales Cloud is a comprehensive CRM platform designed for efficient lead management, sales forecasting, and customer engagement, offering extensive customization and cloud-based accessibility.
Aimed at enhancing business efficiency, Salesforce Sales Cloud supports core business processes like CRM, lead and opportunity management, sales forecasting, and customer engagement. Its robust integration capabilities allow seamless connectivity with ERP systems and various applications. The platform offers pipeline tracking, process automation, and advanced sales cycle management. Users appreciate its cloud-based accessibility, allowing teams to operate remotely and manage sales operations effectively. However, users highlight concerns about its complexity, cost, and the need for a more intuitive interface.
What features does Salesforce Sales Cloud offer?Salesforce Sales Cloud is widely implemented across industries such as finance, healthcare, and retail, supporting sales teams in tracking and managing sales operations. Its use extends to reporting, collaboration, and enhancing client interactions, allowing companies to tailor Salesforce to meet industry-specific requirements efficiently.
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