Genesys Cloud CX vs SAP CRM comparison

The compared Genesys and SAP solutions aren't in the same category. Genesys is ranked #1 in CCP , with an average rating of 8.7, and holds a 26.0% mindshare in the category. SAP is ranked #4 in CRM , with an average rating of 7.9, and holds a 12.7% 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

1,377 Views
967 Comparison Views

100% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,779 Views
3,197 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 Genesys, Amazon Web Services (AWS), Five9 and others in Contact Center Platforms.

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

Buyer's Guide

Contact Center Platforms

December 2024

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Helped 823,875 peers since 2012

Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

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

SAP CRM

Average Rating

7.8

Reviews Sentiment

7.3

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 26.0%, down 29.1% compared to last year.
SAP CRM, on the other hand, focuses on CRM, holds 12.7% mindshare, up 9.4% 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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Shreyas K M S

Systems Architect at NetApp

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 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 most valuable feature for me is the WFM tool."

"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."

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

"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 stability is really good."

"Genesys is brilliant concerning stability."

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

More Genesys Cloud CX pros

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

"The solution is highly scalable."

"I have found the sales reporting feature specifically useful as it provides reporting and visualization which helps in decision-making. I use this to understand where to improve, which in-turn, helps generate sales."

"The platform is highly scalable."

"The stability is good."

"SAP CRM's most valuable at a branch level."

"I have found the most valuable feature of the SAP CRM system is its ability to integrate with other modules. SAP CRM is all about integrating with other modules. For example, SuccessFactors is their learning management. This is one use case that SAP CRM themselves use. Their lead generation versus their sales from their educational services. You can instantly receive insight into how many leads have been generated and how much it turned into real business or revenue for them. I was told in one of the seminars that the data transfer from the lead generation to sales is only 24 hours in SAP CRM."

"The primary use case for us is lead creation and data management."

More SAP CRM pros

Cons

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

"Their WFM product is still pretty immature."

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

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

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

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

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

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

More Genesys Cloud CX cons

"They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed."

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

"It was not very stable. It was not a network problem because we were using tools that were not SAP. They were working well. But when I'm running the SAP, it's not working for us."

"I think what needs to be improved is the solution for Brazil's organization."

"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."

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

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

"The navigation must be improved."

More SAP CRM cons

Pricing and Cost Advice

"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."

"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."

"There is a license required for the solution and most of my clients purchase an annual license."

"The solution 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."

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

"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."

"The product is expensive."

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

"As for the product licensing, we pay an annual fee. It's important to consider setup costs and licensing based on your organization's budget and needs."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

22%

Financial Services Firm

12%

Computer Software Company

11%

Government

Computer Software Company

12%

Manufacturing Company

10%

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.

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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.

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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 18% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 11% 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 10% of the time

Zoho CRM vs SAP CRM

Compared 10% of the time

BrandMuscle vs SAP CRM

Compared 1% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

December 2024

Download Genesys Cloud CX product report

Buyer's Guide

SAP CRM

November 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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