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 Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms."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."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The stability is really good."
"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 features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"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 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 features that are used most are the lead model and the opportunity model. We can create many different pipelines with many phases. These features improved our process in the States very well."
"The user interface is excellent."
"We like that this solution has made our whole accounting function paperless."
"The initial setup of SAP CRM was simple."
"The most valuable feature for me is the flexibility to consolidate the products."
"We are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more efficient. Everything is connected to CRM, so we can use the data for analytics, sales forecasting, and data modeling."
"SAP CRM is very fast, providing accurate information and good results."
"SAP CRM integrates well with SAP ERP which is useful."
"AI still needs improvement when it comes to predictive engagement."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"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."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"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."
"There are quite a lot of missing parts in SAP CRM, which is why we do a lot of customization. Not everything is there, and some things need custom coding to cater to specific needs. It is not a plug-and-play solution with standard features, and we have to customize quite a lot."
"There could be some specific configurable options on the UI level to improve visibility."
"The solution is slow."
"SAP CRM could improve by being easier to use and customer-friendly."
"The navigation must be improved."
"The implementation and integrations could be better. After we went into the production environment, we had some issues. Most of them were with the ERP integration. Many other issues were around the client's integrations between the ERP and CRM platforms. It could be more user-friendly. It wasn't very user-friendly initially, but now it's easier for them to use. Now, the users can use that platform better than at the beginning. We would like to see reports with more analytic features and artificial intelligence in the next release. For example, show more metrics and KPIs and more dynamic dashboards. Because the platform has some models, but it's not easy to use. It's a little complex."
"In terms of visibility of the data, there's a very limited set that we have access to and sometimes it's very difficult and not user-friendly to analyze from front end to back end. It's the biggest challenge, even if I'm working with an organization where we've implemented SAP."
"SAP CRM should create a more user-friendly graphical user interface (GUI)."
Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews while SAP CRM is ranked 4th in CRM with 38 reviews. Genesys Cloud CX is rated 9.0, while SAP CRM is rated 7.6. 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 SAP CRM writes "It integrates well with our existing solutions, so we can analyze the data for analytics, forecasting and modeling". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX, whereas SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Sales Cloud, Siebel CRM, Oracle CRM and SAS Marketing Automation.
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