Genesys Cloud CX vs Salesforce Service Cloud comparison

The compared Genesys and Salesforce solutions aren't in the same category. Genesys is ranked #2 in CCP , with an average rating of 8.8, and holds a 13.7% mindshare in the category. Salesforce is ranked #1 in CCEC , with an average rating of 8.2, and holds a 10.8% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

Genesys Cloud CX

Read 13 Genesys Cloud CX reviews

5,419 Views
1,734 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Read 57 Salesforce Service Cloud reviews

2,915 Views
991 Comparison Views

96% willing to recommend

Genesys Cloud CX

Salesforce Service Cloud

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Executive Summary

We performed a comparison between Genesys Cloud CX and Salesforce Service Cloud 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.

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Contact Center Platforms

February 2026

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Helped 881,733 peers since 2012

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

6.5

Salesforce Service Cloud boosts ROI with improved efficiency, productivity, customer satisfaction, and significant KPI advancements, yielding a 135% ROI.

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.

Morvin Arun Pinto

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

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

The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

Salesforce Service Cloud requires significant maintenance effort to see ROI.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

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

5.6

Salesforce Service Cloud offers praised support but experiences vary; premium support and community engagement improve issue resolution.

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

Morvin Arun Pinto

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

Genesys support is very good.

PeterDunkley

BA at Rise Asia Technology Limited

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

Unless you have premium support, assistance is restricted.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.

Kishor Namburu

Head Of Information Technology at SAISOFT

For more quotes and insights, download the Salesforce Service Cloud 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 Service Cloud is praised for its robust scalability, easily supporting growth and integrating across enterprise applications.

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

AB370

Manager, Customer Experience Country (France) at Stellantis

The scalability of Genesys is excellent.

PeterDunkley

BA at Rise Asia Technology Limited

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

Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.

Kishor Namburu

Head Of Information Technology at SAISOFT

I would rate scalability highly because it is scalable, and there are always parts or other improvements.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

Nobody can compete with Salesforce Service Cloud's scalability.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

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

7.9

Salesforce Service Cloud is stable, robust, and reliable, with occasional performance issues, and stability is valued despite its cost.

I have never seen it go down.

PeterDunkley

BA at Rise Asia Technology Limited

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

We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Room For Improvement

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

Salesforce Service Cloud needs enhancements in integration, functionality, customization, performance, and user-friendly features for better efficiency and usability.

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.

Morvin Arun Pinto

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

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

AB370

Manager, Customer Experience Country (France) at Stellantis

Their WFM product is still pretty immature.

PeterDunkley

BA at Rise Asia Technology Limited

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

It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.

John Murtagh

CTO at Glenavoo Digital

Salesforce Service Cloud should focus on simplification.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Configuring Flows in Salesforce Service Cloud is very difficult.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

For more quotes and insights, download the Salesforce Service Cloud report

Setup Cost

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

Salesforce Service Cloud is costly, yet negotiable and flexible, ideal for larger enterprises considering infrastructure and staffing savings.

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

PeterDunkley

BA at Rise Asia Technology Limited

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

AB370

Manager, Customer Experience Country (France) at Stellantis

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

Salesforce Service Cloud is expensive.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

For more quotes and insights, download the Salesforce Service Cloud report

Valuable Features

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

Salesforce Service Cloud offers robust case management, integration, and customization, enhancing service operations with user-friendly, flexible features.

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.

Morvin Arun Pinto

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.

PeterDunkley

BA at Rise Asia Technology Limited

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

AB370

Manager, Customer Experience Country (France) at Stellantis

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

I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Clients gain productivity and save time with Salesforce Service Cloud.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

For more quotes and insights, download the Salesforce Service Cloud report

Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (2nd)

Salesforce Service Cloud

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Help Desk Software (7th), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

While both are Contact Center solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 13.7%, down 23.4% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 10.8% mindshare, down 19.7% since last year.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	13.7%
Amazon Connect	13.2%
Five9	8.1%
Other	65.0%

Contact Center Platforms

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	10.8%
Microsoft Dynamics CRM	13.2%
Zendesk	7.4%
Other	68.6%

CRM Customer Engagement Centers

Featured Reviews

Morvin Arun Pinto

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

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

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.

Read full review

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

Read full review

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

Financial Services Firm

15%

University

Performing Arts

Outsourcing Company

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	20
Midsize Enterprise	13
Large Enterprise	25

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...

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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.

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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.

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What is your experience regarding pricing and costs for Salesforce Service Cloud?

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

See all answers

What needs improvement with Salesforce Service Cloud?

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...

See all answers

What is your primary use case for Salesforce Service Cloud?

I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 5% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 19% of the time

ServiceNow vs Salesforce Service Cloud

Compared 10% of the time

NICE CXone vs Salesforce Service Cloud

Compared 9% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 5% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 4% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

January 2026

Download Genesys Cloud CX product report

Buyer's Guide

Salesforce Service Cloud

January 2026

Download Salesforce Service Cloud product report

Also Known As

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

Service Cloud

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

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

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

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Buyer's Guide

Contact Center Platforms

February 2026

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