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Genesys Cloud CX vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive Summary

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
7.8
Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.
Sentiment score
7.5
Salesforce Service Cloud delivers ROI through time savings, efficiency, better engagement, and planning; implementation affects results.
 

Customer Service

Sentiment score
7.6
Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.
Sentiment score
7.4
Salesforce Service Cloud praised for premium support but criticized for Level One; community forums enhance problem-solving and self-resolution.
 

Scalability Issues

Sentiment score
7.7
Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.
Sentiment score
8.3
Salesforce Service Cloud excels in scalability, seamlessly integrating and adapting to diverse enterprise demands across industries despite some limitations.
The scalability of Genesys is excellent.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
 

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
8.3
Salesforce Service Cloud is highly stable and scalable, with minimal issues, easy integration, and prompt resolution of rare glitches.
 

Room For Improvement

Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.
Salesforce Service Cloud needs improvements in integration, mobile app functionality, UI/UX, analytics, and seamless application integration.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
 

Setup Cost

Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.
Salesforce Service Cloud offers flexible pricing, yet can be expensive, especially for smaller firms, with customizable and negotiable options.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
 

Valuable Features

Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.
Salesforce Service Cloud streamlines workflows with features like case management, customization, integration, automation, and a flexible development platform.
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.
 

Categories and Ranking

Genesys Cloud CX
Average Rating
8.8
Reviews Sentiment
6.8
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (1st), Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (1st)
Salesforce Service Cloud
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
51
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (5th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

While both are Contact Center solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 26.0%, down 29.1% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 19.1% mindshare, up 16.8% since last year.
Contact Center Platforms
CRM Customer Engagement Centers
 

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.
ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
report
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Top Industries

By visitors reading reviews
Educational Organization
22%
Financial Services Firm
12%
Computer Software Company
11%
Government
7%
Financial Services Firm
16%
Educational Organization
16%
Computer Software Company
15%
Manufacturing Company
11%
 

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...
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.
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.
What is your primary use case for Salesforce Service Cloud?
I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.
 

Also Known As

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

Overview

 

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
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Find out what your peers are saying about Genesys, Amazon Web Services (AWS), Five9 and others in Contact Center Platforms. Updated: December 2024.
824,067 professionals have used our research since 2012.