Genesys Cloud CX vs Salesforce comparison

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Genesys Cloud CX

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Executive SummaryUpdated on Feb 4, 2025

Genesys Cloud CX and Salesforce compete in the cloud software solutions market, with Genesys leading in contact center functionalities while Salesforce is strong in CRM capabilities.

Features: Genesys Cloud CX provides high availability, scalability, and an intuitive omnichannel experience. It facilitates seamless WhatsApp integration, chatbots, and easy IVR deployment with drag-and-drop. Salesforce delivers robust CRM features, offering extensive customization, automation, and effective lead tracking and reporting.

Room for Improvement: Genesys Cloud CX needs improvements in process automation, customizability, and reporting functions, along with streamlined configuration processes. Salesforce could enhance integration with social media and AI tools, improve its interface, and make customization more intuitive.

Ease of Deployment and Customer Service: Genesys Cloud CX focuses on public cloud deployment, praised for agile and scalable deployment options, with generally responsive customer service. Salesforce offers private, public, and hybrid cloud deployments. It provides reliable customer service, though users face occasional integration support challenges.

Pricing and ROI: Genesys Cloud CX offers a pay-as-you-go model, regarded as affordable compared to its on-premises version, providing ROI through comprehensive contact center features. Salesforce is known for higher enterprise-level pricing, delivering significant ROI via CRM efficiency and enterprise functionality.

To learn more, read our detailed Genesys Cloud CX vs. Salesforce Report (Updated: December 2025).

Genesys Cloud CX vs. Salesforce

December 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

ROI

Sentiment score

6.3

Genesys Cloud CX boosts profit margins and user satisfaction, but renewal pricing often misaligns with clients' expectations.

Sentiment score

6.1

Salesforce improves lead tracking and nurturing, saving time and money while enhancing focus on strategic tasks.

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.

For more quotes and insights, download the Genesys Cloud CX report

Cx Product Manager at a comms service provider with 10,001+ employees

The time saved is spent on more important, innovative tasks that advance us technologically and strategically.

For more quotes and insights, download the Salesforce report

Delivery Manager at a tech company with 51-200 employees

Customer Service

Sentiment score

7.6

Genesys Cloud CX support is generally responsive and reliable, though experiences vary depending on complexity, client size, and region.

Sentiment score

6.8

Salesforce offers superior technical support with quick resolutions, strong user engagement, and high satisfaction compared to competitors.

The impact of the real-time dashboards on the decision-making processes is excellent.

Cx Product Manager at a comms service provider with 10,001+ employees

Genesys support is very good.

For more quotes and insights, download the Genesys Cloud CX report

BA at Rise Asia Technology Limited

When I interact with agents or contact Salesforce, they are always responsive and provide good solutions.

Caroline Yeshayev (Sanford)

Delivery Manager at a tech company with 51-200 employees

I haven't needed to reach out to customer support because we have an internal team that deals with Salesforce matters, but I believe issues are resolved quite quickly whenever they arise.

Strategic Account Executive at a tech company with 51-200 employees

For more quotes and insights, download the Salesforce report

Scalability Issues

Sentiment score

7.2

Genesys Cloud CX is praised for its user-friendly scalability, supporting extensive call centers with frequent feature updates and easy onboarding.

Sentiment score

8.1

Salesforce offers seamless scalability and flexibility, supporting various organizational sizes, with integration capabilities and expansion via additional licenses.

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

Manager, Customer Experience Country (France) at Stellantis

The scalability of Genesys is excellent.

For more quotes and insights, download the Genesys Cloud CX report

BA at Rise Asia Technology Limited

We can scale by purchasing licenses for more users and adding new workflow processes limitlessly.

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Delivery Manager at a tech company with 51-200 employees

There are no problems with Salesforce's scalability.

reviewer2700399

data engineer at a energy/utilities company with 10,001+ employees

Salesforce's scalability is great; it can scale to whatever you need, and you just buy more seats.

Daniel Mitchell

Manager at PeerSpot

Stability Issues

Sentiment score

7.8

Genesys Cloud CX is highly stable and reliable, supported by AWS, with prompt issue resolution and minimal downtime.

Sentiment score

8.4

Salesforce is highly regarded for its stability and reliability, with users experiencing minimal disruptions and consistent performance.

Genesys is brilliant concerning stability.

For more quotes and insights, download the Genesys Cloud CX report

BA at Rise Asia Technology Limited

I would rate Salesforce's stability high, around ten.

Delivery Manager at a tech company with 51-200 employees

I would say 99% of the time it works well.

For more quotes and insights, download the Salesforce report

Leads Delivery Associate at PeerSpot

In my experience, Salesforce is very stable; there are no downtime or issues.

Daniel Mitchell

Manager at PeerSpot

Room For Improvement

Genesys Cloud CX requires enhancements in automation, integration, customization, pricing flexibility, support, and user autonomy for improved user satisfaction.

Salesforce users seek UI, speed, and integration enhancements, citing complexity, high cost, and customization challenges as major concerns.

If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants.

Cx Product Manager at a comms service provider with 10,001+ employees

There is room for improvement in the solution's pricing structure.

Manager, Customer Experience Country (France) at Stellantis

Their WFM product is still pretty immature.

For more quotes and insights, download the Genesys Cloud CX report

BA at Rise Asia Technology Limited

Being able to move between cases and products more easily would improve the score.

Caroline Yeshayev (Sanford)

Leads Delivery Associate at PeerSpot

If there is anything I would improve about Salesforce, it would be customer service during the initial implementation, as our experience wasn't as smooth as hoped.

reviewer2700399

data engineer at a energy/utilities company with 10,001+ employees

I believe it's very customizable, and you can make everything bespoke, tailored towards your needs.

Strategic Account Executive at a tech company with 51-200 employees

For more quotes and insights, download the Salesforce report

Setup Cost

Genesys Cloud CX offers flexible subscription pricing perceived as costly, but its features and scalability provide substantial value.

Salesforce is viewed as costly but competitive, offering extensive functionality, and pricing scales with business size and usage.

Genesys' licensing model is flexible, though not the cheapest.

BA at Rise Asia Technology Limited

Overall it's affordable, as indicated by a pricing rating of four out of ten.

For more quotes and insights, download the Genesys Cloud CX report

Manager, Customer Experience Country (France) at Stellantis

No quotes available

For more quotes and insights, download the Salesforce report

Valuable Features

Genesys Cloud CX provides reliable, scalable customer engagement tools with omnichannel capabilities, user-friendly design, and advanced AI integration.

Salesforce excels with user-friendly interfaces, robust analytics, CRM capabilities, seamless integration, and enhances operational efficiency and communication.

It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.

Cx Product Manager at a comms service provider with 10,001+ employees

The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.

BA at Rise Asia Technology Limited

The integration of CTI within the IT system is a particularly valuable feature.

For more quotes and insights, download the Genesys Cloud CX report

Manager, Customer Experience Country (France) at Stellantis

Salesforce has positively impacted our organization by allowing us to work collaboratively with other departments in order to keep track of programs so that when a salesperson closes a deal, everything that the delivery manager needs is automatically populated, which then can be linked with our internal campaigns for data management, and within all that, we can keep track of progress linked to the customer sources as well.

Caroline Yeshayev (Sanford)

Leads Delivery Associate at PeerSpot

The dashboard helps me stay organized because I can see how much more pipeline I need to create to achieve my quota, notifying me if I'm running a bit behind or if I need to increase something.

Strategic Account Executive at a tech company with 51-200 employees

The Salesforce integration with other tools, such as Celonis, is easy to set up and straightforward, allowing for smooth data extraction.

reviewer2700399

data engineer at a energy/utilities company with 10,001+ employees

For more quotes and insights, download the Salesforce report

Categories and Ranking

Genesys Cloud CX

Ranking in Customer Experience Management

3rd

Average Rating

8.8

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (2nd)

Salesforce

Ranking in Customer Experience Management

1st

Average Rating

7.8

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 3.5%, down from 6.4% compared to the previous year. The mindshare of Salesforce is 3.3%, down from 5.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Market Share Distribution
Product	Market Share (%)
Salesforce	3.3%
Genesys Cloud CX	3.5%
Other	93.2%

Customer Experience Management

Featured Reviews

Unified omnichannel platform has boosted agent efficiency and improved AI‑driven customer journeys

Cx Product Manager at a comms service provider with 10,001+ employees

In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.

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Has improved cross-team collaboration and streamlined case-based workflows

Leads Delivery Associate at PeerSpot

Salesforce can be improved as it runs a little slow, which can be frustrating, and there have been times where the case view page deletes items that are completed in order to make room for new items, but occasionally we still want to refer to those completed items, especially if we're working on a renewal program. So we just have to find a workaround to be able to find those cases again, but it was frustrating to not be able to have them easily accessible in that moment. I chose an eight because being able to move between cases and products more easily would improve the score, and also improving the UI on a product level would make it better for me.

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881,082 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

Legal Firm

12%

Financial Services Firm

10%

Energy/Utilities Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	7
Large Enterprise	18

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

What do you like most about Salesforce?

The solution's analytics reporting features are quite good.

What is your experience regarding pricing and costs for Salesforce?

I'm not involved in the pricing, setup cost, or licensing, so I couldn't tell you about that.

What needs improvement with Salesforce?

I have no frustrations regarding Salesforce, but I think it can be improved by making it visually more user-friendly, though in general, I believe it's very customizable, and you can make everythin...

Amazon Connect vs Genesys Cloud CX

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Product Reports

Download Genesys Cloud CX product report

Genesys Cloud CX

January 2026

Download Salesforce product report

January 2026

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

No data available

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

Salesforce excels at CRM, offering analytics integration for ROI reporting and user-friendly customization. Automated ticket generation and intuitive features make it ideal for opportunity tracking, customer interaction management, and sales journey enhancement.

Salesforce is renowned for its comprehensive CRM functionalities, aiding businesses with dashboards, email campaigns, and seamless third-party integrations. It enhances sales processes by offering tools for opportunity management, customer interaction tracking, and efficient order booking. Flexibility and scalability make it suitable for promotional campaigns and improved business operations.

What are Salesforce's most important features?

Analytics Integration: Connects with analytics for ROI reporting.
User Customization: Offers user-friendly customization options.
Automated Ticketing: Provides automated ticket generation.
Intuitive Interface: Ensures ease of use for customers.
Opportunity Management: Helps in tracking and managing opportunities.

What benefits or ROI should users look for in reviews?

Enhanced Data Flow: Seamless third-party integrations improve data flow.
Sales Process Efficiency: Automates and enhances sales journey management.
Customization Flexibility: Adapts to changing business operations.
Campaign Management: Supports marketing functions with campaign analysis.
Order Management: Simplifies order booking and tracking.

Salesforce is implemented in industries for CRM, marketing activities, and customer information management. It supports sales pipeline tracking, business development, customer experience management, lead management, and sales process automation. Marketing is facilitated through campaign analysis and email campaigns, alongside customer interaction insights. Businesses use it for order management, prospecting, project management, and sales forecasting.

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Information Not Available