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."The stability is really good."
"Genesys Cloud is an excellent platform."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"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 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."
"The most valuable feature for me is the flexibility to consolidate the products."
"The tool is easy to use."
"The initial setup of SAP CRM was simple."
"SAP CRM is very fast, providing accurate information and good results."
"The primary use case for us is lead creation and data management."
"Its scalability is good."
"The platform is highly scalable."
"The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"AI still needs improvement when it comes to predictive engagement."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"SAP CRM could improve in the area of user-friendliness. It would help if you had an engineer to do the administration. The migration is complex when moving from the old version to the latest version."
"Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions."
"SAP must provide a demo system for the customers."
"The product's pricing could be better."
"The solution is expensive."
"There could be some specific configurable options on the UI level to improve visibility."
"They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better."
"There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."
Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews while SAP CRM is ranked 4th in CRM with 40 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.
We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
