Genesys Cloud CX vs Salesforce Service 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 22.3% mindshare in the category. Salesforce is ranked #2 in CCEC , with an average rating of 8.3, and holds a 19.6% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,205 Views
868 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

457 Views
372 Comparison Views

96% willing to recommend

Genesys Cloud CX

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Genesys Cloud CX and Salesforce Service 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.

To learn more, read our detailed Contact Center Platforms Report (Updated: March 2025).

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Contact Center Platforms

March 2025

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Helped 848,989 peers since 2012

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

7.5

Salesforce Service Cloud offers high ROI with improved service efficiency, though success varies by company size and careful planning is needed.

No quotes available

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

Salesforce Service Cloud requires significant maintenance effort to see ROI.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

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

Customer Service

Sentiment score

7.4

Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.

Sentiment score

7.2

Salesforce Service Cloud offers responsive support, though some recommend premium options due to occasional delays and level one frustrations.

Genesys support is very good.

PeterDunkley

BA at Rise Asia Technology Limited

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

Unless you have premium support, assistance is restricted.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

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

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

8.2

Salesforce Service Cloud excels in scalability, integration, and customization, appealing to businesses of various sizes despite governor limits.

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

Nobody can compete with Salesforce Service Cloud's scalability.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

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

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 Service Cloud is highly stable and reliable, with swift issue resolution and minimal integration challenges, supporting customizations effectively.

Genesys is brilliant concerning stability.

PeterDunkley

BA at Rise Asia Technology Limited

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

We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

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

Room For Improvement

Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.

Salesforce Service Cloud users seek enhancements in email integration, UI speed, AI features, pricing, and system integration.

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

Salesforce Service Cloud should focus on simplification.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

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

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 that can be expensive; negotiation can help optimize costs for enterprises.

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

Salesforce Service Cloud is expensive.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

For more quotes and insights, download the Salesforce Service 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 Service Cloud excels in integration, automation, and customization, enhancing efficiency and user experience with robust features.

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

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud offers pre-built packages that are best in class.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

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

Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (1st), Customer Experience Management (5th), Contact Center as a Service (CCaaS) (3rd)

Salesforce Service Cloud

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (5th), Knowledge Management Software (2nd), 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 22.3%, down 28.7% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 19.6% mindshare, up 16.5% since last year.

Contact Center Platforms

CRM Customer Engagement Centers

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

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.

Read full review

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

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.

Read full review

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Top Industries

By visitors reading reviews

Educational Organization

17%

Financial Services Firm

12%

Computer Software Company

11%

Manufacturing Company

Financial Services Firm

19%

Computer Software Company

13%

Educational Organization

12%

Manufacturing Company

10%

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 is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

See all answers

What needs improvement with Salesforce Service Cloud?

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.

See all answers

What is your primary use case for Salesforce Service Cloud?

I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 16% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 7% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 18% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

ProProfs Help Desk vs Salesforce Service Cloud

Compared 6% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

April 2025

Download Genesys Cloud CX product report

Buyer's Guide

Salesforce Service Cloud

March 2025

Download Salesforce Service Cloud product report

Also Known As

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

Service Cloud

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

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

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

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

Buyer's Guide

Contact Center Platforms

March 2025

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