Genesys Cloud CX vs SAP CRM comparison

The compared Genesys and SAP 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. SAP is ranked #3 in CRM , with an average rating of 7.8, and holds a 11.1% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 83% of SAP users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,205 Views
868 Comparison Views

100% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,697 Views
3,245 Comparison Views

83% willing to recommend

Genesys Cloud CX

SAP CRM

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Executive Summary

We performed a comparison between Genesys Cloud CX and SAP CRM 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

March 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:

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)

SAP CRM

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (3rd), Local Government CRM (2nd), Marketing Management (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 22.3%, down 28.7% compared to last year.
SAP CRM, on the other hand, focuses on CRM, holds 11.1% mindshare, up 10.4% since last year.

Contact Center Platforms

CRM

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.

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GodfreyNoel

Distribution Cordinator at Unilever Inc.

Excellent user experience with ease of use and reliable technical support

When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.

Read full review

Quotes from Members

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

Pros

"Genesys Cloud is an excellent platform."

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

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

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

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

"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."

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

"Its comprehensive single application includes everything from reporting to IVR and workflows."

More Genesys Cloud CX pros

"When we are using SAP CRM we receive more accurate results than using any other CRM system."

"One of the main things is that the reports are very customizable. It is very easy and user-friendly to customize the reports the way the user wants. They can see the reports as per their expectations and change them accordingly."

"SAP CRM has a good performance."

"SAP CRM integrates well with SAP ERP which is useful."

"The platform is highly scalable."

"Compared to other systems, SAP CRM has been reliable, stable, and cost-effective for us."

"We are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more efficient. Everything is connected to CRM, so we can use the data for analytics, sales forecasting, and data modeling."

"Getting the right information at the right time across different programs is important. These programs lack interaction between them. IPA is a good option to bring them together."

More SAP CRM pros

Cons

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

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

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

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

"Their WFM product is still pretty immature."

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

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"Their WFM product is still pretty immature."

More Genesys Cloud CX cons

"It can be a bit more user friendly, to be honest. Sometimes there are too many apps options. It should offer better UX (user experience) to make it easier to navigate and easier to use."

"SAP must provide a demo system for the customers."

"There could be some specific configurable options on the UI level to improve visibility."

"SAP CRM could improve in the area of user-friendliness. It would help if you had an engineer to do the administration. The migration is complex when moving from the old version to the latest version."

"They should improve the design to make it more appealing to users."

"The tool's installation on the cloud takes time, but it should be easier. One transaction takes around one to one and a half hours."

"SAP CRM should create a more user-friendly graphical user interface (GUI)."

"In terms of visibility of the data, there's a very limited set that we have access to and sometimes it's very difficult and not user-friendly to analyze from front end to back end. It's the biggest challenge, even if I'm working with an organization where we've implemented SAP."

More SAP CRM cons

Pricing and Cost Advice

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

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

"The pricing is a bit expensive."

"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."

"There is a license required to use SAP CRM."

"The product is expensive."

"Its price is reasonable. As compared to other CRMs, this CRM is competitively priced. They have multiple flavors with different sets of functionality. Pricing is based on the flavor that suits your requirement. If you have more users, the cost will come down."

"SAP CRM offers a free trial for anyone wanting to test the product before purchasing it."

"They should reduce the price to target small businesses."

"From the maintenance perspective, SAP CRM is quite expensive compared to cloud services because the current solution they're using is managed by us and we are hosting it on servers. There is the cost of hosting, and managing servers and applications. The overhead is substantial, but this solution is a legacy system. It will take some time for the customer to migrate out of it."

"Every user needs to have a license."

"SAP CRM is an expensive solution and is the most challenging aspect of the solution."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

17%

Financial Services Firm

12%

Computer Software Company

11%

Manufacturing Company

Computer Software Company

12%

Manufacturing Company

Government

Financial Services Firm

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?

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 SAP CRM?

Getting the right information at the right time across different programs is important. These programs lack interaction between them. IPA is a good option to bring them together.

See all answers

What is your experience regarding pricing and costs for SAP CRM?

Every user needs to have a license.

See all answers

What needs improvement with SAP CRM?

One area for improvement is the security model, especially regarding records management retention and the audit and legal holds. Since we're in the middle of a cloud digital transformation, it's es...

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 SAP CRM

Compared 34% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 25% of the time

Zoho CRM vs SAP CRM

Compared 12% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Oracle CRM vs SAP CRM

Compared 9% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

April 2025

Download Genesys Cloud CX product report

Buyer's Guide

SAP CRM

April 2025

Download SAP CRM product report

Also Known As

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

No data available

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

SAP CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. It offers a range of features including lead management, opportunity management, campaign management, and customer service management. With SAP CRM, businesses can effectively manage their customer interactions, improve customer satisfaction, and drive revenue growth.

The solution integrates with other SAP modules, allowing for seamless data exchange and real-time insights. It also offers mobile access, enabling sales and service teams to access critical information on the go.

SAP CRM is a powerful tool for businesses looking to enhance their customer relationships and drive business success.

SAP

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

Brau Union Osterreich AG, Nu Skin Enterprises Inc., AOK Bundesverband, RAK Ceramics, NHS 24, Wholesale Sports Outdoor Outfitters, FC Bayern Munchen AG, Tumi, The Kellogg Company, MVV Energie AG, Anglian Water Services, German Football Association (DFB), Nebraska Book Company Inc.

Buyer's Guide

Contact Center Platforms

March 2025

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