Genesys Cloud CX vs Salesforce Sales Cloud comparison

The compared Genesys and Salesforce solutions aren't in the same category. Genesys is ranked #2 in CCP , with an average rating of 8.6, and holds a 13.6% mindshare in the category. Salesforce is ranked #1 in CRM , with an average rating of 8.2, and holds a 2.1% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 94% of Salesforce users who would recommend it.

Genesys Cloud CX

Read 13 Genesys Cloud CX reviews

4,966 Views
1,539 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

Read 118 Salesforce Sales Cloud reviews

5,540 Views
4,100 Comparison Views

94% willing to recommend

Genesys Cloud CX

Salesforce Sales Cloud

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Executive Summary

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.

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Contact Center Platforms

January 2026

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Review summaries and opinions

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

ROI

Sentiment score

6.3

Genesys Cloud CX boosts profit margins and user satisfaction, but renewal pricing often misaligns with clients' expectations.

Sentiment score

6.5

Salesforce Sales Cloud enhances sales efficiency and data management, offering cost-effective solutions for non-profits with productivity benefits.

In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

For more quotes and insights, download the Genesys Cloud CX report

Salesforce Sales Cloud is a fantastic tool but requires disciplined data entry by sales personnel and operations teams to maintain data quality.

NavinJacob

Chief Digital Officer at Cipher7

We are not just implementing Salesforce Sales Cloud; we need to understand what the customer wants to achieve in 5 to 10 years.

Kamal Deep

Founder and Salesforce Consultant at SaaSnic

For more quotes and insights, download the Salesforce Sales Cloud report

Customer Service

Sentiment score

7.6

Genesys Cloud CX support is generally responsive and reliable, though experiences vary depending on complexity, client size, and region.

Sentiment score

6.9

Salesforce Sales Cloud offers efficient support, with faster responses for premium users, while community resources enhance regular support experiences.

The impact of the real-time dashboards on the decision-making processes is excellent.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Genesys support is very good.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

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.

Jonny Katz

VP of Business Operations at PeerSpot

Support requires a subscription and when taken, the service is pretty nice.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Salesforce Sales Cloud report

Scalability Issues

Sentiment score

7.2

Genesys Cloud CX is praised for its user-friendly scalability, supporting extensive call centers with frequent feature updates and easy onboarding.

Sentiment score

7.7

Salesforce Sales Cloud offers strong scalability, accommodating growth and varied business sizes, though some users face reporting and data challenges.

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

The scalability of Genesys is excellent.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

Salesforce is highly scalable and operates efficiently.

Sundus Ajmal

AWS Cloud Engineer at Accenture

Salesforce Sales Cloud is totally cloud native, requiring no additional effort for scalability.

NavinJacob

Chief Digital Officer at Cipher7

Salesforce Sales Cloud's scalability is impressive as it grows easily with my organization's needs.

Jonny Katz

VP of Business Operations at PeerSpot

For more quotes and insights, download the Salesforce Sales Cloud report

Stability Issues

Sentiment score

7.8

Genesys Cloud CX is highly stable and reliable, supported by AWS, with prompt issue resolution and minimal downtime.

Sentiment score

8.1

Salesforce Sales Cloud is praised for its reliability, minimal downtime, high performance, and effective issue resolution, ensuring stability.

Genesys is brilliant concerning stability.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

Salesforce Sales Cloud is very stable.

NavinJacob

Chief Digital Officer at Cipher7

I have not experienced any degradation in Salesforce's performance.

Sundus Ajmal

AWS Cloud Engineer at Accenture

For more quotes and insights, download the Salesforce Sales Cloud report

Room For Improvement

Genesys Cloud CX requires enhancements in automation, integration, customization, pricing flexibility, support, and user autonomy for improved user satisfaction.

Salesforce Sales Cloud struggles with integration, high costs, and usability; users desire better mobile, reporting, and AI features.

If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

There is room for improvement in the solution's pricing structure.

AB370

Manager, Customer Experience Country (France) at Stellantis

Their WFM product is still pretty immature.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

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.

Jonny Katz

VP of Business Operations at PeerSpot

Compared to AWS, it is slower, which could be a hindrance.

Sundus Ajmal

AWS Cloud Engineer at Accenture

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.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Salesforce Sales Cloud report

Setup Cost

Genesys Cloud CX offers flexible subscription pricing perceived as costly, but its features and scalability provide substantial value.

Salesforce Sales Cloud is costly, but negotiating can secure discounts; value justifies pricing, challenging affordability for smaller businesses.

Overall it's affordable, as indicated by a pricing rating of four out of ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

Genesys' licensing model is flexible, though not the cheapest.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

Without negotiation, costs can become expensive.

NavinJacob

Chief Digital Officer at Cipher7

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.

Kamal Deep

Founder and Salesforce Consultant at SaaSnic

Salesforce Sales Cloud is extremely expensive.

Jonny Katz

VP of Business Operations at PeerSpot

For more quotes and insights, download the Salesforce Sales Cloud report

Valuable Features

Genesys Cloud CX provides reliable, scalable customer engagement tools with omnichannel capabilities, user-friendly design, and advanced AI integration.

Salesforce Sales Cloud enhances productivity with customizability, automation, integration, data analytics, and efficient communication for optimal sales management.

It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.

PeterDunkley

BA at Rise Asia Technology Limited

The integration of CTI within the IT system is a particularly valuable feature.

AB370

Manager, Customer Experience Country (France) at Stellantis

For more quotes and insights, download the Genesys Cloud CX report

Its easy-to-navigate interface aids in delivering clear vision and organization, especially for sales and business management.

Sundus Ajmal

AWS Cloud Engineer at Accenture

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.

Jonny Katz

VP of Business Operations at PeerSpot

The Einstein Analytics and the inbuilt reporting are very useful for keeping track of pipeline movement.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Salesforce Sales Cloud report

Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (2nd)

Salesforce Sales Cloud

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

118

Ranking in other categories

CRM (1st), Opportunity Management (1st), Sales Force Automation (1st), Conversation Intelligence Software (2nd)

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 13.6%, down 24.2% compared to last year.
Salesforce Sales Cloud, on the other hand, focuses on CRM, holds 2.1% mindshare, down 9.8% since last year.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	13.6%
Amazon Connect	13.7%
Five9	8.4%
Other	64.30000000000001%

Contact Center Platforms

CRM Market Share Distribution
Product	Market Share (%)
Salesforce Sales Cloud	2.1%
Microsoft Dynamics CRM	2.5%
SAP CRM	2.2%
Other	93.2%

CRM

Featured Reviews

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Unified omnichannel platform has boosted agent efficiency and improved AI‑driven customer journeys

In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.

Read full review

Jonny Katz

VP of Business Operations at PeerSpot

Uses data-driven insights to improve workflows and highlights a need for simpler automation tools

Salesforce Sales Cloud can be improved in several areas. First, the UI is an area for enhancement. Even though they've launched Lightning, it's clunky at times with page load speeds. It also needs to be made extremely more user-friendly. For new people using Salesforce Sales Cloud, there is a steep learning curve. Additionally, giving non-admins the ability to make changes on the fly is something that I feel is necessary. Currently with Salesforce Sales Cloud, you need to have a consultant. It's hard to build the flows or workflows. Making it easier for that end-user who's not so technically minded to help themselves is essential. I choose seven out of ten because I think you need a consultant or a consulting company to help you build it out. Certain changes should be made much easier and more user-friendly where an admin can do it. The automation processes need to be much simpler. 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.

Read full review

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Manufacturing Company

10%

Computer Software Company

Healthcare Company

Manufacturing Company

11%

Computer Software Company

11%

Financial Services Firm

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	26
Large Enterprise	40

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...

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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.

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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.

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What do you like most about Salesforce Sales Cloud?

The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.

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What needs improvement with Salesforce Sales Cloud?

See all answers

What is your primary use case for Salesforce Sales Cloud?

Salesforce Sales Cloud serves as our primary tool for our sales team and reviews team to document and keep all our information in one place as a source of truth. We use it to manage our business pr...

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Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Five9 vs Genesys Cloud CX

Compared 7% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 13% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 11% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 5% of the time

Campfire Interactive vs Salesforce Sales Cloud

Compared 5% of the time

Siebel CRM vs Salesforce Sales Cloud

Compared 4% of the time

More Salesforce Sales Cloud Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

January 2026

Download Genesys Cloud CX product report

Buyer's Guide

Salesforce Sales Cloud

December 2025

Download Salesforce Sales Cloud product report

Also Known As

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

Sales Cloud, SFDC, Salesforce

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

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?

Customization: Tailor the platform to fit exact business objectives.
Integration: Seamlessly connect with apps and platforms, improving workflow.
Automation: Streamline lead management and workflows, reducing manual tasks.
Reporting and Dashboards: Gain insights for informed decision-making.
Cloud-based Access: Ensure scalability and accessibility from anywhere.

What benefits can users expect?

Enhanced Productivity: Automation and robust tracking improve efficiency.
Increased Sales Efficiency: Manage pipelines and opportunities seamlessly.
Better Forecasting: Advanced features provide valuable foresight into sales trends.
Operational Efficiency: Analytics and reporting fortify strategic planning.

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.

Salesforce

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

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

Buyer's Guide

Contact Center Platforms

January 2026

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