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Genesys Cloud CX vs Teradata comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 12, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.6
Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.
Sentiment score
8.1
Teradata boosts analytics speed over 100%, enhancing customer service and satisfaction, with high ROI and user approval.
 

Customer Service

Sentiment score
7.5
Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.
Sentiment score
7.1
Teradata's customer service is praised for expertise but criticized for delays, with ratings ranging from 6 to 10 out of 10.
Genesys support is very good.
The technical support from Teradata is quite advanced.
Customer support is very good, rated eight out of ten under our essential agreement.
 

Scalability Issues

Sentiment score
7.8
Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.
Sentiment score
7.4
Teradata is praised for its scalability, speed, and flexibility, despite some complexity and cost challenges in cloud environments.
The scalability of Genesys is excellent.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
This expansion can occur without incurring downtime or taking systems offline.
Scalability is complex as you need to purchase a license and coordinate with Teradata for additional disk space and CPU.
 

Stability Issues

Sentiment score
7.9
Genesys Cloud CX offers strong stability with AWS support, high uptime, and reliable performance backed by redundant networks and support.
Sentiment score
8.4
Teradata excels in stability with minimal downtime, robust architecture, 99.9% uptime, and reliable performance, despite minor large dataset issues.
Genesys is brilliant concerning stability.
I find the stability to be almost a ten out of ten.
The workload management and software maturity provide a reliable system.
 

Room For Improvement

Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.
Teradata users seek better transaction processing, enhanced scalability, modern interface, cloud focus, advanced analytics, and improved support and documentation.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
Unlike SQL and Oracle, which have in-built replication capabilities, we don't have similar functionality with Teradata.
 

Setup Cost

Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.
Teradata's high cost is justified by its superior performance, competitive total ownership costs, and flexible pricing models.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
Initially, it may seem expensive compared to similar cloud databases, however, it offers significant value in performance, stability, and overall output once in use.
Teradata is much more expensive than SQL, which is well-performed and cheaper.
 

Valuable Features

Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.
Teradata offers efficient, scalable data management with fast query performance, robust security, automation, and cloud flexibility for businesses.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
The data mover is valuable over the last two years as it allows us to achieve data replication to our disaster recovery systems.
 

Categories and Ranking

Genesys Cloud CX
Ranking in Customer Experience Management
5th
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (3rd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)
Teradata
Ranking in Customer Experience Management
6th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
76
Ranking in other categories
Backup and Recovery (20th), Data Integration (17th), Relational Databases Tools (7th), Data Warehouse (3rd), BI (Business Intelligence) Tools (10th), Marketing Management (6th), Cloud Data Warehouse (6th)
 

Mindshare comparison

As of April 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 6.8%, up from 3.8% compared to the previous year. The mindshare of Teradata is 4.4%, down from 5.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
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.
SurjitChoudhury - PeerSpot reviewer
Offers seamless integration capabilities and performance optimization features, including extensive indexing and advanced tuning capabilities
We created and constructed the warehouse. We used multiple loading processes like MultiLoad, FastLoad, and Teradata Pump. But those are loading processes, and Teradata is a powerful tool because if we consider older technologies, its architecture with nodes, virtual processes, and nodes is a unique concept. Later, other technologies like Informatica also adopted the concept of nodes from Informatica PowerCenter version 7.x. Previously, it was a client-server architecture, but later, it changed to the nodes concept. Like, we can have the database available 24/7, 365 days. If one node fails, other nodes can take care of it. Informatica adopted all those concepts when it changed its architecture. Even Oracle databases have since adapted their architecture to them. However, this particular Teradata company initially started with its own different type of architecture, which major companies later adopted. It has grown now, but initially, whatever query we sent it would be mapped into a particular component. After that, it goes to the virtual processor and down to the disk, where the actual physical data is loaded. So, in between, there's a map, which acts like a data dictionary. It also holds information about each piece of data, where it's loaded, and on which particular virtual processor or node the data resides. Because Teradata comes with a four-node architecture, or however many nodes we choose, the cost is determined by that initially. So, what type of data does each and every node hold? It's a shared-no architecture. So, whatever task is given to a virtual processor it will be processed. If there's a failure, then it will be taken care of by another virtual processor. Moreover, this solution has impacted the query time and data performance. In Teradata, there's a lot of joining, partitioning, and indexing of records. There are primary and secondary indexes, hash indexing, and other indexing processes. To improve query performance, we first analyze the query and tune it. If a join needs a secondary index, which plays a major role in filtering records, we might reconstruct that particular table with the secondary index. This tuning involves partitioning and indexing. We use these tools and technologies to fine-tune performance. When it comes to integration, tools like Informatica seamlessly connect with Teradata. We ensure the Teradata database is configured correctly in Informatica, including the proper hostname and properties for the load process. We didn't find any major complexity or issues with integration. But, these technologies are quite old now. With newer big data technologies, we've worked with a four-layer architecture, pulling data from Hadoop Lake to Teradata. We configure Teradata with the appropriate hostname and credentials, and use BTEQ queries to load data. Previously, we converted the data warehouse to a CLD model as per Teradata's standardized procedures, moving from an ETL to an EMT process. This allowed us to perform gap analysis on missing entities based on the model and retrieve them from the source system again. We found Teradata integration straightforward and compatible with other tools.
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Comparison Review

it_user232068 - PeerSpot reviewer
Aug 5, 2015
Netezza vs. Teradata
Original published at https://www.linkedin.com/pulse/should-i-choose-net Two leading Massively Parallel Processing (MPP) architectures for Data Warehousing (DW) are IBM PureData System for Analytics (formerly Netezza) and Teradata. I thought talking about the similarities and differences…
 

Top Industries

By visitors reading reviews
Educational Organization
19%
Financial Services Firm
12%
Computer Software Company
11%
Manufacturing Company
7%
Financial Services Firm
26%
Computer Software Company
11%
Manufacturing Company
7%
Healthcare Company
7%
 

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...
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.
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.
Comparing Teradata and Oracle Database, which product do you think is better and why?
I have spoken to my colleagues about this comparison and in our collective opinion, the reason why some people may declare Teradata better than Oracle is the pricing. Both solutions are quite simi...
Which companies use Teradata and who is it most suitable for?
Before my organization implemented this solution, we researched which big brands were using Teradata, so we knew if it would be compatible with our field. According to the product's site, the comp...
Is Teradata a difficult solution to work with?
Teradata is not a difficult product to work with, especially since they offer you technical support at all levels if you just ask. There are some features that may cause difficulties - for example,...
 

Comparisons

 

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
IntelliFlex, Aster Data Map Reduce, , QueryGrid, Customer Interaction Manager, Digital Marketing Center, Data Mover, Data Stream Architecture
 

Overview

 

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
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