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Genesys Cloud CX vs Salesforce Sales Cloud comparison

The compared Genesys and Salesforce solutions aren't in the same category. Genesys is ranked #3 in CCP , with an average rating of 8.6, and holds a 23.8% mindshare in the category. Salesforce is ranked #1 in CRM , with an average rating of 8.2, and holds a 9.5% 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 12 Genesys Cloud CX reviews
  • 1,254 Views
  • 889 Comparison Views
100% willing to recommend
Salesforce Sales Cloud
Read 114 Salesforce Sales Cloud reviews
  • 5,366 Views
  • 2,859 Comparison Views
94% willing to recommend
 

Comparison Buyer's Guide

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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), Five9, Genesys and others in Contact Center Platforms.

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Contact Center Platforms
January 2025
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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
6.6
Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.
Sentiment score
7.2
Salesforce Sales Cloud enhances adoption, decision-making, efficiency; benefits include ROI, productivity, visibility, collaboration, and non-profit fundraising.
 

Customer Service

Sentiment score
7.5
Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.
Sentiment score
7.1
Salesforce Sales Cloud's varying support quality depends on subscription, with premium options preferred and community resources enhancing user experience.
 

Scalability Issues

Sentiment score
7.8
Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.
Sentiment score
7.8
Salesforce Sales Cloud scales well for various business sizes, though challenges and costs may arise with over 3,000 users.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
For more quotes and insights, download the Genesys Cloud CX report
Salesforce is highly scalable and operates efficiently.
For more quotes and insights, download the Salesforce Sales Cloud report
AB370 - PeerSpot reviewer
PD
SA
 

Stability Issues

Sentiment score
7.9
Genesys Cloud CX offers strong stability with AWS support, high uptime, and reliable performance backed by redundant networks and support.
Sentiment score
8.2
Salesforce Sales Cloud is highly stable and reliable, with minor issues often related to configuration rather than the platform.
Genesys is brilliant concerning stability.
For more quotes and insights, download the Genesys Cloud CX report
I have not experienced any degradation in Salesforce's performance.
For more quotes and insights, download the Salesforce Sales Cloud report
 

Room For Improvement

Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.
Salesforce Sales Cloud needs simplified functionality, improved UI, better integration, more customization, and enhanced performance, automation, and analytics.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
For more quotes and insights, download the Genesys Cloud CX report
Compared to AWS, it is slower, which could be a hindrance.
For more quotes and insights, download the Salesforce Sales Cloud report
AB370 - PeerSpot reviewer
PD
SA
 

Setup Cost

Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.
Salesforce Sales Cloud is costly but offers extensive capabilities; price negotiation is advised for large-scale deployments.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the Salesforce Sales Cloud report
 

Valuable Features

Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.
Salesforce Sales Cloud provides comprehensive CRM features, customizable tools, and integrations to enhance productivity, reporting, and sales management.
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.
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.
For more quotes and insights, download the Salesforce Sales Cloud report
PD
AB370 - PeerSpot reviewer
SA
 

Categories and Ranking

Genesys Cloud CX
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (3rd), Workforce Engagement Management (1st), Customer Experience Management (5th), Contact Center as a Service (CCaaS) (3rd)
Salesforce Sales Cloud
Average Rating
8.4
Reviews Sentiment
7.0
Number of Reviews
114
Ranking in other categories
CRM (1st), Opportunity Management (2nd), 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 23.8%, down 29.0% compared to last year.
Salesforce Sales Cloud, on the other hand, focuses on CRM, holds 9.5% mindshare, up 9.6% since last year.
Contact Center Platforms
CRM
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
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 - PeerSpot reviewer
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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Top Industries

By visitors reading reviews
Educational Organization
21%
Computer Software Company
12%
Financial Services Firm
11%
Manufacturing Company
6%
Educational Organization
77%
Computer Software Company
4%
Financial Services Firm
3%
Manufacturing Company
2%
 

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.
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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.
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?
Improving system performance and processing speed would enhance productivity and allow for even smoother workflows according to my view. Additionally, introducing faster data retrieval and real-tim...
See all answers
What is your primary use case for Salesforce Sales Cloud?
My primary use case for Salesforce is to streamline sales strategies, define key sales parameters, and manage focus areas effectively. I leverage Salesforce to record, track, and optimize our sales...
See all answers
 

Comparisons

Amazon Connect vs Genesys Cloud CX Logo
Amazon Connect vs Genesys Cloud CX
Compared 16% of the time
Genesys PureConnect vs Genesys Cloud CX Logo
Genesys PureConnect vs Genesys Cloud CX
Compared 9% of the time
NICE CXone vs Genesys Cloud CX Logo
NICE CXone vs Genesys Cloud CX
Compared 7% of the time
Five9 vs Genesys Cloud CX Logo
Five9 vs Genesys Cloud CX
Compared 6% of the time
Microsoft Dynamics CRM vs Genesys Cloud CX Logo
Microsoft Dynamics CRM vs Genesys Cloud CX
Compared 5% of the time
More Genesys Cloud CX Competitors
Microsoft Dynamics CRM vs Salesforce Sales Cloud Logo
Microsoft Dynamics CRM vs Salesforce Sales Cloud
Compared 31% of the time
SAP CRM vs Salesforce Sales Cloud Logo
SAP CRM vs Salesforce Sales Cloud
Compared 30% of the time
Oracle CX Sales vs Salesforce Sales Cloud Logo
Oracle CX Sales vs Salesforce Sales Cloud
Compared 6% of the time
Camunda vs Salesforce Sales Cloud Logo
Camunda vs Salesforce Sales Cloud
Compared 4% of the time
Siebel CRM vs Salesforce Sales Cloud Logo
Siebel CRM vs Salesforce Sales Cloud
Compared 4% of the time
More Salesforce Sales Cloud Competitors
 

Product Reports

Buyer's Guide
Genesys Cloud CX
February 2025
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
Salesforce Sales Cloud
January 2025
Salesforce Sales Cloud reportDownload 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 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.

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 2025
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