We performed a comparison between Genesys Cloud CX and Salesforce Service Cloud 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."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."
"The latest version and updates have been great. It really has everything we need."
"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."
"Genesys Cloud is an excellent platform."
"The stability is really good."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"It's a cloud tool, so it is easy to set up."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It is a stable product."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The most valuable feature of the solution is the traceability of actions."
"The plug-ins that work with other standard systems have made the product industry-ready."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"AI still needs improvement when it comes to predictive engagement."
"The pricing for what Salesforce Service Cloud offers is not great."
"The documentation could be improved."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"Salesforce Service Cloud's report functionality could be improved."
"The main concern for me revolves around the speed of certain integrations."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"The solution’s user interface could be improved."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 42 reviews. Genesys Cloud CX is rated 9.0, while Salesforce Service Cloud is rated 8.6. The top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management and Vlocity.
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