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At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
Genesys Cloud CX
Star Rating
(1,488)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXSalesforce Service Cloud
Star Rating
(7,169)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX excels in voice capabilities, scoring a remarkable 9.1, while Salesforce Service Cloud lags behind at 7.4. Reviewers mention that the voice quality and features like IVR (Interactive Voice Response) are particularly strong in Genesys, making it a preferred choice for businesses focused on telephony.
- Reviewers mention that Genesys Cloud CX offers superior ease of use with a score of 8.9 compared to Salesforce Service Cloud's 8.4. Users appreciate the intuitive interface and streamlined workflows in Genesys, which enhance productivity and reduce training time for new agents.
- Users on G2 highlight the robust reporting features of Salesforce Service Cloud, which scores 8.8 against Genesys Cloud CX's 7.5. Reviewers say that Salesforce's reporting and dashboards provide deeper insights into customer interactions, making it easier for managers to track performance metrics.
- G2 users report that Genesys Cloud CX shines in its automation capabilities, scoring 8.0, while Salesforce Service Cloud slightly edges ahead with 8.1. Reviewers mention that Genesys offers effective automation tools that help streamline customer service processes, although Salesforce's automation features are also well-regarded.
- Users say that Genesys Cloud CX provides excellent support, scoring 8.2, but Salesforce Service Cloud slightly surpasses it with 8.3. Reviewers mention that while both platforms offer good support, Salesforce's larger user community and resources can be beneficial for troubleshooting and learning.
- Reviewers mention that Genesys Cloud CX has a strong focus on social media integration, scoring 8.2, compared to Salesforce Service Cloud's 7.3. Users appreciate the seamless integration of social channels in Genesys, which allows for better engagement with customers across multiple platforms.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableSalesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
Genesys Cloud CX
Free Trial is available
Salesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.6
1,036
8.6
2,757
Ease of Use
8.9
1,069
8.4
5,332
Ease of Setup
8.4
633
7.9
4,091
Ease of Admin
8.4
585
8.2
1,525
Quality of Support
8.2
993
8.3
2,538
Has the product been a good partner in doing business?
8.5
579
8.7
1,506
Product Direction (% positive)
8.7
938
8.2
2,718
Features by Category
Ticket and Case Management
Not enough data
8.5
1202
|
Verified
Not enough data
8.4
1200
|
Verified
Not enough data
8.3
1229
|
Verified
Not enough data
8.3
1152
|
Verified
Not enough data
8.1
978
Not enough data
7.9
1166
|
Verified
Not enough data
8.3
1148
|
Verified
Not enough data
8.5
1026
|
Verified
Generative AI
Not enough data
7.6
176
Not enough data
7.6
175
Agentic AI - Help Desk
Not enough data
8.1
51
Not enough data
8.2
53
Not enough data
8.1
54
Communication Channels
Not enough data
8.4
1019
|
Verified
Not enough data
8.6
1203
|
Verified
Not enough data
8.1
845
Not enough data
8.0
804
|
Verified
Not enough data
8.1
764
Platform
Not enough data
7.8
552
|
Verified
8.4
174
|
Verified
8.3
816
|
Verified
Not enough data
8.6
691
|
Verified
Not enough data
8.3
609
|
Verified
Not enough data
8.2
1143
|
Verified
Not enough data
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Messenger
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Not enough data
Channels
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Not enough data
Customers
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
143
Not enough data
8.9
127
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Not enough data
Automation
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
Not enough data
Agentic AI - Auto Dialer
9.2
6
Not enough data
8.6
6
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Not enough data
Administration
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
8.7
157
8.7
68
8.6
148
8.7
65
7.7
159
8.7
67
Engagement
8.5
138
8.8
66
8.2
158
8.8
66
8.2
146
8.7
66
Performance
8.5
153
8.6
66
8.9
151
8.8
66
Generative AI
7.1
33
7.7
57
7.5
33
7.9
58
Channels
9.1
342
|
Verified
7.4
274
8.2
202
7.3
268
8.6
234
|
Verified
7.9
272
8.3
202
|
Verified
7.3
265
8.3
233
|
Verified
8.7
279
Generative AI
7.8
68
7.0
216
Functions
8.8
391
|
Verified
7.9
268
8.8
399
|
Verified
8.0
265
8.8
337
|
Verified
7.6
257
8.3
232
|
Verified
7.2
253
8.5
242
|
Verified
7.2
255
9.1
313
|
Verified
7.2
258
8.8
300
|
Verified
7.7
258
8.6
241
8.0
257
Agentic AI - Contact Center
6.7
10
9.0
5
7.8
10
9.3
5
7.1
11
8.3
5
6.7
10
9.0
5
Administrative
8.3
354
|
Verified
7.9
254
8.8
394
|
Verified
8.5
259
7.5
429
|
Verified
8.5
257
8.8
284
|
Verified
7.7
246
8.4
256
7.6
251
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Not enough data
Platform
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Not enough data
Autonomy - AI Agents
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
56
Not enough data
8.9
59
Not enough data
9.0
56
Not enough data
8.5
59
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Workforce Management
8.7
171
7.9
56
8.6
161
7.9
56
8.5
152
7.4
55
8.2
150
7.8
55
8.0
118
7.6
55
Administration
8.1
144
8.2
56
8.5
163
8.3
55
8.4
170
8.4
55
7.9
143
7.6
54
8.5
152
7.7
54
Administration
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Not enough data
Security
9.3
24
Not enough data
9.4
23
Not enough data
Conversational Platform
Not enough data
8.5
101
Not enough data
8.6
99
Not enough data
8.0
98
Not enough data
8.2
101
Support Automation
Not enough data
8.1
99
Not enough data
8.1
98
Not enough data
8.0
99
Not enough data
7.9
96
Generative AI
Not enough data
7.4
94
Not enough data
7.4
93
Messaging Channels
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Not enough data
Administration
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Not enough data
Platform
8.7
146
Not enough data
7.8
131
Not enough data
8.8
165
Not enough data
9.2
167
Not enough data
8.8
162
Not enough data
9.2
160
Not enough data
9.1
162
Not enough data
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
153
Not enough data
8.8
150
Not enough data
Call Center Infrastructure (CCI)
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Not enough data
Administrative
9.0
159
Not enough data
8.2
160
Not enough data
Customer Support
9.0
35
8.3
142
8.9
36
7.9
137
8.5
34
8.2
137
Automation
8.7
33
8.2
140
8.6
37
8.2
141
9.0
35
8.1
140
Artificial Intelligence
9.0
35
7.6
135
8.8
35
7.6
135
9.0
33
7.3
132
Generative AI
7.8
28
7.7
107
7.6
28
7.7
106
8.2
28
7.7
107
Communication
8.6
172
|
Verified
8.5
309
|
Verified
8.4
175
|
Verified
8.6
328
|
Verified
8.4
130
8.4
274
|
Verified
8.5
142
8.5
276
|
Verified
8.4
97
7.8
159
Internal Use
8.4
174
|
Verified
8.3
816
|
Verified
8.6
167
|
Verified
8.3
295
|
Verified
8.4
128
|
Verified
8.5
287
|
Verified
8.4
144
|
Verified
8.4
317
|
Verified
8.2
137
|
Verified
8.5
288
|
Verified
8.4
137
|
Verified
8.7
321
|
Verified
Generative AI
Not enough data
7.2
126
Self-Service Experience
Not enough data
8.6
591
Not enough data
8.3
578
Not enough data
8.3
527
Not enough data
7.9
213
Not enough data
8.4
223
Self-Service Platform
Not enough data
8.4
222
Not enough data
8.6
227
Not enough data
7.6
198
Not enough data
8.5
214
Agentic AI - Customer Self-Service
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Generative AI
6.9
13
7.9(won by 1.0)
52
7.2
13
7.9(won by 0.7)
52
Process
8.3
28
8.6(won by 0.3)
242
9.0(won by 0.4)
31
8.6
262
8.7(won by 0.4)
29
8.3
223
Channels
9.1(won by 0.3)
32
8.8
271
8.9(won by 0.5)
33
8.4
246
8.7(won by 0.2)
34
8.5
229
9.7(won by 1.1)
36
8.6
230
9.1(won by 0.5)
33
8.6
212
Insight
9.3(won by 0.7)
30
8.6
228
9.0(won by 0.2)
35
8.8
263
8.9(won by 0.4)
33
8.5
202
9.3(won by 0.6)
30
8.7
250
Generative AI
7.5
27
Not enough data
Generative AI
Not enough data
8.0
79
Not enough data
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Not enough data
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
6.2
10
Not enough data
Calling
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
Not enough data
Contacts
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Not enough data
Insights
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.6
19
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Not enough data
Automation
8.2
20
Not enough data
8.2
19
Not enough data
7.5
19
Not enough data
Autonomy
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and Salesforce Service Cloud are categorized as Contact Center Quality Assurance, Social Customer Service, Live Chat, Contact Center Workforce, Contact Center, and Customer Service Automation
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, VoIP Providers, Call Center Infrastructure (CCI), Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, and Co-Browsing
Salesforce Service Cloud is categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Customer Success, Help Desk, Enterprise Feedback Management, and Customer Self-Service
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
10.8%
Financial Services
10.4%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.8%
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AK
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