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.
