Genesys Cloud CX vs Pega CRM comparison

"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."

"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 features and capabilities of Genesys Cloud CX that I have found most valuable so far include its omni-channel support."

"After implementing Genesys Cloud CX, we achieved a 97% call response rate compared to 80% with our previous self-service software, and customer surveys showed their call center experience improved from three stars to 4.2."

"The stability is really good."

"Predictive engagement and gamification are valuable features with good inbound functionality."

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"The product's deployment phase was easy."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"The case management feature is really valuable."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"Their WFM product is still pretty immature."

"For the HIPAA instance where we use Genesys as a carrier, we face multiple issues. In that instance, calls are not consistent."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"However, I should note that the dashboards are somewhat basic in functionality, making it challenging for an agent to build visually appealing dashboards compared to other market solutions where drag-and-drop features are simpler."

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"The solution has room for improvement around decisional and real-time data analysis."

"The UI is lagging and needs to be improved."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"They should enable the data-driven streaming feature inside it."

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"The UI should be improved."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"The pricing is a bit expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"I rate Genesys Cloud CX's pricing a one out of ten."

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"It is expensive."

"The pricing is on the higher side."