Genesys Cloud CX vs ServiceNow Customer Service Management comparison

Genesys and ServiceNow are both solutions in the Customer Experience Management category. Genesys is ranked #5 with an average rating of 8.6, while ServiceNow is ranked #2 with an average rating of 8.5. Genesys holds a 7.1% mindshare in CEM, compared to ServiceNow’s 6.3% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

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152 Comparison Views

100% willing to recommend

ServiceNow Customer Service...

Read 10 ServiceNow Customer Service Management reviews

692 Views
152 Comparison Views

100% willing to recommend

Genesys Cloud CX

ServiceNow Customer Service...

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Executive SummaryUpdated on Feb 4, 2025

Genesys Cloud CX and ServiceNow Customer Service Management both compete in the customer experience solutions category. Genesys Cloud CX appears to have an edge with its comprehensive capabilities for contact centers, while ServiceNow focuses more on workflow management and integration with IT systems.

Features: Genesys Cloud CX is renowned for its omnichannel capabilities, predictive engagement, and gamification, along with easy integration with external applications. ServiceNow stands out for its workflow management, integration with ITSM, and automation possibilities, offering a streamlined customer service management approach.

Room for Improvement: Genesys Cloud CX could improve its process automation and offer more robust integration options, reporting, and customization. ServiceNow needs to enhance report accessibility, improve complex client customization, and clarify pricing while integrating an IVR system for better service.

Ease of Deployment and Customer Service: Genesys Cloud CX supports various deployment options with standout public cloud support and reliable, responsive technical support. ServiceNow offers public and hybrid cloud deployment options, though its well-regarded support sometimes suffers from delays.

Pricing and ROI: Genesys Cloud CX provides flexible pricing models, albeit perceived as expensive, with a positively rated ROI due to its comprehensive features. ServiceNow is considered costly but delivers valuable results based on usage and business needs, striking a balance with a fair pricing rating.

To learn more, read our detailed Genesys Cloud CX vs. ServiceNow Customer Service Management Report (Updated: January 2025).

Buyer's Guide

Genesys Cloud CX vs. ServiceNow Customer Service Management

January 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

Ranking in Customer Experience Management

5th

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

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

ServiceNow Customer Service...

Ranking in Customer Experience Management

2nd

Average Rating

8.6

Reviews Sentiment

7.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th)

Mindshare comparison

As of February 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 7.1%, up from 2.4% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 6.3%, up from 3.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

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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Rupesh Jethwa

Solutions Architect at Globant

A stable tool to help manage infrastructures, deployments, and different products from different vendors

The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers. Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.

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 is brilliant concerning stability."

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

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

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

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

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

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

More Genesys Cloud CX pros

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

"The tool's most valuable feature is the service portal."

"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."

"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."

"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."

"The integration capabilities of ServiceNow are wonderful."

"Our organization has received excellent tech support for ServiceNow Customer Service Management."

"The product provides flexibility in managing and categorizing the incidents."

More ServiceNow Customer Service Management pros

Cons

"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."

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

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

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

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

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

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

More Genesys Cloud CX cons

"I do not have any notes for improvements."

"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."

"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."

"The product does not cater to businesses of every scale and budget."

"The pricing must be more flexible."

"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."

"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."

"The price could be better. ServiceNow should price products more reasonably."

More ServiceNow Customer Service Management cons

Pricing and Cost Advice

"The pricing is a bit expensive."

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

"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."

"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."

"The product has a premium price"

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

"I rate the tool's pricing a six out of ten."

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Top Industries

By visitors reading reviews

Educational Organization

21%

Computer Software Company

11%

Financial Services Firm

11%

Manufacturing Company

Educational Organization

30%

Computer Software Company

Financial Services Firm

Healthcare Company

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.

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What do you like most about ServiceNow Customer Service Management?

We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...

See all answers

What is your experience regarding pricing and costs for ServiceNow Customer Service Management?

The product has a premium price.

See all answers

What needs improvement with ServiceNow Customer Service Management?

I do not have any notes for improvements.

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 16% 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 Finesse vs Genesys Cloud CX

Compared 3% of the time

More Genesys Cloud CX Competitors

Microsoft Dynamics CRM vs ServiceNow Customer Service Management

Compared 52% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 22% of the time

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Product Reports

Buyer's Guide

Genesys Cloud CX

February 2025

Download Genesys Cloud CX product report

Buyer's Guide

ServiceNow Customer Service Management

January 2025

ServiceNow Customer Service Management report

Download ServiceNow Customer Service Management product report

Also Known As

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

ServiceNow CSM

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

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow

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

Siemens Healthineers, SAP SuccessFactors, Asurion

Buyer's Guide

Genesys Cloud CX vs. ServiceNow Customer Service Management

January 2025

Free Report: Genesys Cloud CX vs. ServiceNow Customer Service Management

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