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 8.8, and holds a 27.7% mindshare in the category. SAP is ranked #4 in CRM , with an average rating of 7.9, and holds a 12.3% 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 11 Genesys Cloud CX reviews

1,466 Views
1,000 Comparison Views

100% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,755 Views
3,169 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.

To learn more, read our detailed Contact Center Platforms Report (Updated: November 2024).

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Contact Center Platforms

November 2024

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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) (1st)

SAP CRM

Average Rating

7.8

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 27.7%, down 29.2% compared to last year.
SAP CRM, on the other hand, focuses on CRM, holds 12.3% mindshare, up 9.3% since last year.

Contact Center Platforms

CRM

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Mar 27, 2024

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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Shreyas K M S

Systems Architect at NetApp

May 25, 2022

It integrates well with our existing solutions, so we can analyze the data for analytics, forecasting and modeling

Setting up SAP CRM is straightforward. I rate it eight out of 10 for ease of setup. SAP provides all the tools and techniques were available from the vendor. However, the integration portion is a lot of work and requires some functional consultants. It takes some effort to customize the program and rewrite it to align with our business standards, but the initial implementation is straightforward. We didn't face any challenges here. Total deployment for this project took around eight or nine months, including development, testing, and validation. After deployment, the administration is fairly simple. We have to take care of the licensing part and forecast data growth for the next three or four months. We have the tools and people available for operations as well as vendor support. If we have complex issues, we can raise a ticket to the vendor and get it sorted.

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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

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

"The stability is really good."

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

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

"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 most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"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."

"SAP CRM is a scalable solution."

"The most valuable feature is real-time data. You don't have to go to the finance team for information. On one screen, you can see if stock is available and check the customer's outstanding balance, and then you can process the order. SAP CRM's integration with other applications is easier."

"SAP is very easy to use."

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

"The most valuable feature is lead management and integration."

"The most valuable feature for me is the flexibility to consolidate the products."

"It was comfortable setting up the tool."

More SAP CRM pros

Cons

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

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

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

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

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"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."

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

More Genesys Cloud CX cons

"There is no scope for integration because SAP does not allow any personal integration."

"The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration."

"There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."

"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."

"What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution."

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

"The product is very expensive."

"They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better."

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."

"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."

"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."

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

"The company has seen an increase in revenue."

"The licensing model for SAP CRM is customer-based."

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

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

"SAP CRM costs approximately a couple of thousand a month."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

21%

Computer Software Company

12%

Financial Services Firm

12%

Government

Computer Software Company

12%

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...

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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?

Pricing is rather expensive. Integration capabilities are costly and not easy.

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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 19% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 12% 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 34% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 30% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Zoho CRM vs SAP CRM

Compared 9% of the time

BrandMuscle vs SAP CRM

Compared 1% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

November 2024

Download Genesys Cloud CX product report

Buyer's Guide

SAP CRM

October 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

November 2024

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