Genesys Cloud CX vs ServiceNow Customer Service Management comparison

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

"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."

"The stability is really good."

"Genesys is brilliant concerning stability."

"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."

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

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

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

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

"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."

"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."

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

"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."

"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."

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

"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."

"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."

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

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

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

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

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

"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 pricing must be more flexible."

"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."

"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 product's AI feature should be improved."

"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."

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

"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."