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Genesys Cloud CX vs ServiceNow Customer Service Management comparison

Genesys and ServiceNow are both solutions in the Customer Experience Management category. Genesys is ranked #5 with an average rating of 8.6, while ServiceNow is ranked #2 with an average rating of 8.4. Genesys holds a 6.8% mindshare in CEM, compared to ServiceNow’s 6.3% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.
Genesys Cloud CX
Read 12 Genesys Cloud CX reviews
  • 258 Views
  • 175 Comparison Views
100% willing to recommend
ServiceNow Customer Service...
Read 11 ServiceNow Customer Service Management reviews
  • 676 Views
  • 176 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 4, 2025

Genesys Cloud CX and ServiceNow Customer Service Management both compete in the customer experience solutions category. Genesys Cloud CX appears to have an edge with its comprehensive capabilities for contact centers, while ServiceNow focuses more on workflow management and integration with IT systems.

Features: Genesys Cloud CX is renowned for its omnichannel capabilities, predictive engagement, and gamification, along with easy integration with external applications. ServiceNow stands out for its workflow management, integration with ITSM, and automation possibilities, offering a streamlined customer service management approach.

Room for Improvement: Genesys Cloud CX could improve its process automation and offer more robust integration options, reporting, and customization. ServiceNow needs to enhance report accessibility, improve complex client customization, and clarify pricing while integrating an IVR system for better service.

Ease of Deployment and Customer Service: Genesys Cloud CX supports various deployment options with standout public cloud support and reliable, responsive technical support. ServiceNow offers public and hybrid cloud deployment options, though its well-regarded support sometimes suffers from delays.

Pricing and ROI: Genesys Cloud CX provides flexible pricing models, albeit perceived as expensive, with a positively rated ROI due to its comprehensive features. ServiceNow is considered costly but delivers valuable results based on usage and business needs, striking a balance with a fair pricing rating.

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To learn more, read our detailed Genesys Cloud CX vs. ServiceNow Customer Service Management Report (Updated: March 2025).
Buyer's Guide
Genesys Cloud CX vs. ServiceNow Customer Service Management
March 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:
 

Categories and Ranking

Genesys Cloud CX
Ranking in Customer Experience Management
5th
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (3rd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)
ServiceNow Customer Service...
Ranking in Customer Experience Management
2nd
Average Rating
8.4
Reviews Sentiment
7.8
Number of Reviews
11
Ranking in other categories
CRM Customer Engagement Centers (4th)
 

Mindshare comparison

As of April 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 6.8%, up from 3.8% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 6.3%, up from 4.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers
The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.
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Rupesh Jethwa - PeerSpot reviewer
A stable tool to help manage infrastructures, deployments, and different products from different vendors
The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers. Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.
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Quotes from Members

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

Pros

"Genesys Cloud is an excellent platform."
"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."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"The most valuable feature for me is the WFM tool."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The integration of CTI within the IT system is a particularly valuable feature."
More Genesys Cloud CX pros
"The tool is very useful as it helps us run businesses smoothly."
"The integration capabilities of ServiceNow are wonderful."
"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"The product provides flexibility in managing and categorizing the incidents."
"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."
"The tool's most valuable feature is the service portal."
"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."
More ServiceNow Customer Service Management pros
 

Cons

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."
"Their WFM product is still pretty immature."
"AI still needs improvement when it comes to predictive engagement."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Their WFM product is still pretty immature."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
More Genesys Cloud CX cons
"The product's AI feature should be improved."
"I do not have any notes for improvements."
"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."
"The price could be better. ServiceNow should price products more reasonably."
"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."
"The product does not cater to businesses of every scale and budget."
"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."
"The pricing must be more flexible."
More ServiceNow Customer Service Management cons
 

Pricing and Cost Advice

"The cost depends on the type of license based on your organization's requirements and can get expensive."
"I rate Genesys Cloud CX's pricing a one out of ten."
"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."
"The pricing is a bit expensive."
"The product has a premium price"
"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."
"I rate the tool's pricing a six out of ten."
"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."
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Top Industries

By visitors reading reviews
Educational Organization
19%
Financial Services Firm
12%
Computer Software Company
11%
Manufacturing Company
7%
Educational Organization
25%
Computer Software Company
8%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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...
See all answers
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.
See all answers
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.
See all answers
What do you like most about ServiceNow Customer Service Management?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...
See all answers
What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
The product has a premium price.
See all answers
What needs improvement with ServiceNow Customer Service Management?
I do not have any notes for improvements.
See all answers
 

Comparisons

Amazon Connect vs Genesys Cloud CX Logo
Amazon Connect vs Genesys Cloud CX
Compared 16% of the time
NICE CXone vs Genesys Cloud CX Logo
NICE CXone vs Genesys Cloud CX
Compared 8% of the time
Genesys PureConnect vs Genesys Cloud CX Logo
Genesys PureConnect vs Genesys Cloud CX
Compared 8% of the time
Microsoft Dynamics CRM vs Genesys Cloud CX Logo
Microsoft Dynamics CRM vs Genesys Cloud CX
Compared 6% of the time
Salesforce vs Genesys Cloud CX Logo
Salesforce vs Genesys Cloud CX
Compared 4% of the time
More Genesys Cloud CX Competitors
Microsoft Dynamics CRM vs ServiceNow Customer Service Management Logo
Microsoft Dynamics CRM vs ServiceNow Customer Service Management
Compared 54% of the time
SAP Service Cloud vs ServiceNow Customer Service Management Logo
SAP Service Cloud vs ServiceNow Customer Service Management
Compared 23% of the time
More ServiceNow Customer Service Management Competitors
 

Product Reports

Buyer's Guide
Genesys Cloud CX
March 2025
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
ServiceNow Customer Service Management
March 2025
ServiceNow Customer Service Management reportDownload ServiceNow Customer Service Management product report
 

Also Known As

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

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

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow
 

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
Siemens Healthineers, SAP SuccessFactors, Asurion
Buyer's Guide
Genesys Cloud CX vs. ServiceNow Customer Service Management
March 2025
Free Report: Genesys Cloud CX vs. ServiceNow Customer Service Management
Find out what your peers are saying about Genesys Cloud CX vs. ServiceNow Customer Service Management and other solutions. Updated: March 2025.
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We monitor all Customer Experience Management 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.