Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms.
Salesforce Sales Cloud is a fantastic tool but requires disciplined data entry by sales personnel and operations teams to maintain data quality.
We are not just implementing Salesforce Sales Cloud; we need to understand what the customer wants to achieve in 5 to 10 years.
Genesys support is very good.
I wouldn't say you go to Salesforce Sales Cloud for their customer support unless you purchase one of their premier plans, which is additional money.
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 is highly scalable and operates efficiently.
Salesforce Sales Cloud is totally cloud native, requiring no additional effort for scalability.
Salesforce Sales Cloud's scalability is impressive as it grows easily with my organization's needs.
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.
If you're looking at other tools out there, for example SalesLoft or HubSpot, it's much easier to build those workflows and do automation.
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.
Without negotiation, costs can become expensive.
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.
Salesforce Sales Cloud is extremely expensive.
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.
Being able to pull reports in Salesforce Sales Cloud based on any of the fields that we have there and then building logic on those fields saves me time and also gives me visibility into what's going on with my teams across multiple departments, which is very helpful for us.
The Einstein Analytics and the inbuilt reporting are very useful for keeping track of pipeline movement.
| Product | Market Share (%) |
|---|---|
| Genesys Cloud CX | 13.6% |
| Amazon Connect | 13.7% |
| Five9 | 8.4% |
| Other | 64.30000000000001% |
| Product | Market Share (%) |
|---|---|
| Salesforce Sales Cloud | 2.1% |
| Microsoft Dynamics CRM | 2.5% |
| SAP CRM | 2.2% |
| Other | 93.2% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 55 |
| 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 tool lauded for its customization, ease of use, and integration capabilities. Its cloud-based nature offers seamless access and scalability, helping manage leads, opportunities, and workflows efficiently. Powerful reporting and dashboards enhance visibility and productivity.
Salesforce Sales Cloud serves as an essential aid for companies aiming to streamline sales processes. It integrates sales and marketing, manages customer data, and supports automation, which increases efficiency. Despite its expense and complex interface, its ability to forecast, track customer engagement, and automate key workflows stands out. Companies encounter challenges with system costs and integration issues, particularly regarding third-party applications and mobile functionality. Reporting and dashboards offer significant insights, although room for improvement exists. Licensing costs and storage fees are considerations for prospects, alongside the need for improved training and AI features. Users maximize the platform for sales pipeline management, forecasting, and operational analytics.
What are the most important features?Organizations across industries utilize Salesforce Sales Cloud from finance to healthcare for business development and CRM tasks. It is integral to managing accounts, leading pipelines, and aligning sales with marketing strategies. Firms improve customer relations and operational efficiency through its analytics and reporting capabilities.
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