Genesys Cloud CX vs SAP CRM comparison

The compared Genesys and SAP solutions aren't in the same category. Genesys is ranked #2 in CCP , with an average rating of 8.6, and holds a 25.0% mindshare in the category. SAP is ranked #4 in CRM , with an average rating of 7.9, and holds a 11.7% 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

1,340 Views
933 Comparison Views

100% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,732 Views
3,212 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), Genesys, Five9 and others in Contact Center Platforms.

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Contact Center Platforms

December 2024

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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

6.8

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) (3rd)

SAP CRM

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (4th), Local Government CRM (2nd), Marketing Management (4th)

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 25.0%, down 29.4% compared to last year.
SAP CRM, on the other hand, focuses on CRM, holds 11.7% mindshare, up 9.9% 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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Bruno Spiazzi

Business Process Analyst at Marcopolo SA

Good solution for controlling company processes

Our primary use case for SAP is as a principal company system and it's relatively easy to understand our process in the system. It's quite easy to analyze the configuration and make other operations make custom accounts for the application. In my opinion, it's a good experience I don't have a…

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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

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

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

"Genesys is brilliant concerning stability."

"The stability is really good."

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

"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."

"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 easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

More Genesys Cloud CX pros

"SAP is very easy to use."

"The solution assists us in identifying what to send, what to offer, and what customers are buying."

"Once the lead is matured, you can convert it into an opportunity and you can track it by the opportunity based on the product segment."

"The solution is easy to use."

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

"SAP CRM has a good performance."

"What I found most valuable in SAP CRM is its multitenancy, and you can use it from your website, SMS, and even social media, and it's all integrated, so my company is trying to leverage on all of those."

"The tool is easy to use."

More SAP CRM pros

Cons

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

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

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

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

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

"Their WFM product is still pretty immature."

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

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

More Genesys Cloud CX cons

"The product is very expensive."

"When features do get added, we would like the product to notify us in a timely way."

"SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM."

"There are quite a lot of missing parts in SAP CRM, which is why we do a lot of customization. Not everything is there, and some things need custom coding to cater to specific needs. It is not a plug-and-play solution with standard features, and we have to customize quite a lot."

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

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

"Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions."

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

More SAP CRM cons

Pricing and Cost Advice

"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 pricing is a bit expensive."

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

"Every user needs to have a license."

"The pricing from SAP is good but it takes time to realize the investment."

"The product is costly."

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

"We have to pay a yearly licensing fee for SAP CRM, which is expensive."

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

"The product is expensive."

"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."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

22%

Computer Software Company

11%

Financial Services Firm

11%

Government

Computer Software Company

11%

Manufacturing Company

11%

Government

Educational Organization

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...

See all answers

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 17% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 10% 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 SAP CRM

Compared 33% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 28% of the time

Siebel CRM vs SAP CRM

Compared 11% of the time

Zoho CRM vs SAP CRM

Compared 10% of the time

SAP Marketing Cloud vs SAP CRM

Compared 1% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

January 2025

Download Genesys Cloud CX product report

Buyer's Guide

SAP CRM

December 2024

Download SAP CRM product report

Also Known As

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

No data available

Learn More

Genesys

SAP

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.

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.

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

December 2024

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