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 8.8, and holds a 27.7% mindshare in the category. Salesforce is ranked #1 in CRM , with an average rating of 8.2, and holds a 11.2% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 93% of Salesforce users who would recommend it.

Genesys Cloud CX

Read 11 Genesys Cloud CX reviews

1,466 Views
1,000 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

Read 113 Salesforce Sales Cloud reviews

5,272 Views
2,877 Comparison Views

93% 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.

To learn more, read our detailed Contact Center Platforms Report (Updated: November 2024).

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Contact Center Platforms

November 2024

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Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (1st)

Salesforce Sales Cloud

Average Rating

8.4

Number of Reviews

113

Ranking in other categories

CRM (1st), Opportunity Management (2nd), Sales Force Automation (1st), Conversation Intelligence Software (3rd)

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 27.7%, down 29.2% compared to last year.
Salesforce Sales Cloud, on the other hand, focuses on CRM, holds 11.2% mindshare, up 8.5% since last year.

Contact Center Platforms

CRM

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Mar 27, 2024

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.

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Richard Mottershead

Enterprise Architect at a non-profit with 501-1,000 employees

Apr 24, 2024

Infinitely customizable, good end-to-end sales and customer management processes but lacks good documentation

Essentially, it's the CRM solution for managing customers and leads. The features that had the most significant impact on our sales efficiency include flexibility, regular updates, and very good end-to-end sales and customer management processes. AI and machine learning are on the agenda for next year. Initially, it will be very silo-based, but eventually, we'll be integrating MIBI data into our solution. Sales Cloud's reporting and analytics capabilities influenced our sales strategy quite a lot. We can build every report as a dashboard, and there are various sorts of things. We are using Tableau as our MIBI analytic solution, which is also owned by Salesforce these days.

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Quotes from Members

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

Pros

"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 CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"The most valuable feature for me is the WFM tool."

"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."

"Predictive engagement and gamification are valuable features with good inbound functionality."

"Genesys Cloud is an excellent platform."

"The stability is really good."

"The latest version and updates have been great. It really has everything we need."

More Genesys Cloud CX pros

"The best features of the solution are its performance and stability."

"The most valuable features of Salesforce Sales Cloud are code hub management and sale opportunity management."

"The most valuable features of Salesforce Sales Cloud are ease of use. It is very simple for the sales team to use. You can integrate it with a lot of other systems."

"When it comes to the lead management process, we track and evaluate the different stages and the challenges in each stage. It's so that the entire team has visibility of what's going on with each individual lead."

"The type of customization that comes with Salesforce CRM gives me a lot of liberty and ease of access to add any information that I wish to add. For example, the name, email ID, designation, the name of the decision maker, when the client joined the company, and the amount of influence he will have on the product."

"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 very user-friendly, and simple to create dashboards and extract the reports. Additionally, it integrates well with other applications."

"The most valuable features are the reporting and the custom codes."

More Salesforce Sales Cloud pros

Cons

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

"AI still needs improvement when it comes to predictive engagement."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"The cost needs to be improved, and it should be easier to integrate."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

More Genesys Cloud CX cons

"One aspect I find challenging with Salesforce Sales Cloud is its forecasting feature. While it's useful for analyzing sales data and predicting future revenue, I've encountered instances where the outcomes weren't as perfect as expected."

"The monitoring is very good, but it could be better."

"The performance is sometimes slow. There is too much information and this makes it difficult to find the answers we are looking for."

"There are also certain restrictions on the reports in terms of the number of records. Ideally, that should be removed."

"Salesforce Sales Cloud is not as simple to use as Zoho. It requires some level of expertise before you can use it. However, you can easily learn how to use the solution as you go along."

"The solution's configuration could be improved because getting a purchase order and administrating the right fields can be a real headache for us, especially when the Sales Cloud system enters an error stage."

"The high price of the product is an area of concern where improvements are required."

"As a cloud solution with web browser, it's different than my classical way of thinking. It's modern, but for older people, maybe it's not that understandable. It could be more user-friendly, maybe with an option to switch between interfaces."

More Salesforce Sales Cloud cons

Pricing and Cost Advice

"The pricing is a bit expensive."

"I rate Genesys Cloud CX's pricing a one out of ten."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"Sales Cloud is expensive."

"The subscription is on a monthly basis."

"We must pay for the licenses."

"Pricing is reasonable."

"It is a premium product, so it is not the cheapest solution. I think if it's implemented well, and you're getting the soft cost benefits, the efficiencies, it's justified. But not if you're looking at just apples for apples as a subscription, without the complexity that you can achieve. It can deal with complex business requirements. Some other CRMs can't. But you certainly pay, so it's a premium-charged solution. It's one of the more expensive ones."

"Being license based, the license varies by type. The pricing is considered average."

"You need to pay for the license per user per month. For example, you need to pay $100 per user. If you have 200 users using your Salesforce, that would be multiplied by a hundred, that's $20,000 per month and a quarter million per year."

"The tool's pricing is based on the number of users. It has a different pricing for 0-100 and another for 100-500 users."

More Salesforce Sales Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

21%

Computer Software Company

12%

Financial Services Firm

12%

Government

Educational Organization

76%

Computer Software Company

Financial Services Firm

Manufacturing Company

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...

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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.

See all answers

What is your experience regarding pricing and costs for Genesys Cloud?

Pricing is rather expensive. Integration capabilities are costly and not easy.

See all answers

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.

See all answers

What needs improvement with Salesforce Sales Cloud?

There is no room for improvement in Sales Cloud. I would not want any new features included in the next release.

See all answers

What is your primary use case for Salesforce Sales Cloud?

I use Sales Cloud to manage my sales pipeline.

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 19% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 12% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Unified Contact Center Express vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 34% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 33% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 5% of the time

IQVIA Orchestrated Customer Engagement vs Salesforce Sales Cloud

Compared 4% of the time

Oracle E-Business Suite vs Salesforce Sales Cloud

Compared 3% of the time

More Salesforce Sales Cloud Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

November 2024

Download Genesys Cloud CX product report

Buyer's Guide

Salesforce Sales Cloud

October 2024

Download Salesforce Sales Cloud product report

Also Known As

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

Sales Cloud, SFDC, Salesforce

Learn More

Genesys

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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.

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?

Customization: Tailor the CRM to meet specific business requirements.
Robust Reporting: Comprehensive analytics and data insights.
Lead Management: Efficiently manage and convert leads.
API Integration: Seamless connectivity with multiple applications.
Cloud Accessibility: Work from anywhere with cloud-based access.

What benefits should be evaluated in Salesforce Sales Cloud reviews?

Enhanced Productivity: Streamline sales processes with automation.
Improved Collaboration: Facilitate team coordination and client engagement.
Accurate Forecasting: Make informed decisions with reliable sales forecasts.
Flexibility: Accommodate diverse industry needs with ease.
Legacy System Integration: Efficiently update and integrate with existing systems.

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.

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

November 2024

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