Salesforce vs Unified-CXM Platform comparison

Salesforce and Sprinklr are both solutions in the Customer Experience Management category. Salesforce is ranked #2 with an average rating of 7.9, while Sprinklr is ranked #17 with an average rating of 8.0. Salesforce holds a 7.5% mindshare in CEM, compared to Sprinklr’s 0.5% mindshare. Additionally, 89% of Salesforce users are willing to recommend the solution, compared to 100% of Sprinklr users who would recommend it.

Salesforce

Read 38 Salesforce reviews

448 Views
164 Comparison Views

89% willing to recommend

Unified-CXM Platform

Read 1 Unified-CXM Platform review

121 Views
22 Comparison Views

100% willing to recommend

Salesforce

Unified-CXM Platform

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Executive Summary

We performed a comparison between Salesforce and Unified-CXM Platform based on real PeerSpot user reviews.

Find out what your peers are saying about Qualtrics, Salesforce, ServiceNow and others in Customer Experience Management.

To learn more, read our detailed Customer Experience Management Report (Updated: June 2025).

Buyer's Guide

Customer Experience Management

June 2025

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Helped 860,592 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:

Categories and Ranking

Salesforce

Ranking in Customer Experience Management

2nd

Average Rating

8.0

Reviews Sentiment

7.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Unified-CXM Platform

Ranking in Customer Experience Management

17th

Average Rating

8.0

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of July 2025, in the Customer Experience Management category, the mindshare of Salesforce is 7.5%, up from 4.1% compared to the previous year. The mindshare of Unified-CXM Platform is 0.5%, down from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

Alona Bean

Delivery Manager at a tech company with 51-200 employees

Automating processes saves time for strategic tasks and provides excellent support

One of the best features Salesforce offers is the ability to design custom workflow processes. This has reduced time significantly, saving hours of manual work since it is now automated via Salesforce. Automating manual processes has streamlined my work, allowing me to dedicate time to more important tasks instead of wasting time on manual data entry.

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Leonid Mironov

Social & Digital Media Performance, Senior Manager at Majid Al Futtaim

Facilitating data-driven decisions with powerful reporting and case management

The most valuable features are case management and reporting. The Unified-CXM Platform also helps in data aggregation and offers the capability to export data in different formats and integrate it with common CRMs like Microsoft 360 or Salesforce. Additionally, the ability to manage access to the data and ensure visibility to third parties is quite beneficial. The solution allows me to take data-driven decisions and identify gaps within the business by collecting and labeling data extensively.

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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

"The tool's most valuable feature is user-friendliness."

"One of the best features Salesforce offers is the ability to design custom workflow processes."

"The most valuable feature for me in Salesforce is the reporting functionality."

"The solution's analytics reporting features are quite good."

"As a platform, Salesforce is very flexible and scalable."

"Salesforce works well with Talend."

"We can manage opportunities easily."

"The solution is pretty easy to access and has good customization."

More Salesforce pros

"The most valuable features are case management and reporting."

Cons

"My customers wanted to see more analysis, like integration with another system or a third-party system."

"Creating new reports more easily within Salesforce and improving the ability to associate common names of companies, especially after acquisitions, would be beneficial. I would also like to understand the administrator who has control over the data. It would be helpful when you want to implement changes or escalate issues."

"I would say the areas of concern in the product that require improvement revolve around its integration capabilities with third-party systems."

"One significant challenge is that the customized code by the consultant is not provided to us. This code is required for any changes, and we have to rely on the consultant for modifications."

"In order to use Salesforce, we have to have a tailor-made program. Because sometimes, mainly in the pharmaceutical sector, it's difficult to obtain the right layout without paying extra for a tailor-made system. This is something that Salesforce could improve."

"Improvements to the mobile application for a more user-friendly and responsive experience would be a great addition in future releases."

"Salesforce needs to improve integrations. They need to integrate generative AI."

"Salesforce gives you a lot of messages, and you don't know what the messages mean."

More Salesforce cons

"When onboarding new users, the platform requires a lot of fine-tuning, which demands certain expertise on the customer side."

Pricing and Cost Advice

"It's medium-priced. It is cheaper than Tosca."

"I rate the product's price a six on a scale of one to ten, where one is extremely cheap, and ten is very expensive."

"We need to procure a separate license for every module."

"Salesforce is a solution meant for enterprise-sized businesses because it falls under the higher pricing spectrum. For an enterprise-sized business, the product is reasonably priced."

"The product is pretty expensive."

"The modules are too expensive."

"Salesforce's licensing costs are yearly. It is expensive."

"Though Salesforce is more expensive than the other products on the market, it does provide you with more functionalities."

More Salesforce pricing and cost advice

Information not available

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860,592 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

12%

Computer Software Company

12%

Educational Organization

11%

Performing Arts

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Salesforce?

The solution's analytics reporting features are quite good.

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What is your experience regarding pricing and costs for Salesforce?

I wasn't involved in the pricing, setup costs, or licensing costs for Salesforce.

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What needs improvement with Salesforce?

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. I can't think of any specific fea...

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What is your experience regarding pricing and costs for Unified-CXM Platform?

The pricing of the solution is quite high, rated at nine to ten. The cost should be reconsidered given the capabilities provided by the platform.

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What needs improvement with Unified-CXM Platform?

For a long-time user like myself, everything feels natural. However, when onboarding new users, the platform requires a lot of fine-tuning, which demands certain expertise on the customer side. The...

See all answers

What is your primary use case for Unified-CXM Platform?

I use the Unified-CXM Platform for social listening and engagement with customers across different social media channels, along with extensive reporting.

See all answers

Comparisons

Genesys Cloud CX vs Salesforce

Compared 32% of the time

Decagon vs Salesforce

Compared 28% of the time

Anthology Engage vs Salesforce

Compared 15% of the time

Freshdesk vs Salesforce

Compared 13% of the time

Qualtrics XM Platform vs Salesforce

Compared 12% of the time

More Salesforce Competitors

No data available

Product Reports

Buyer's Guide

Salesforce

June 2025

Download Salesforce product report

Buyer's Guide

Customer Experience Management

June 2025

Download Unified-CXM Platform product report

Overview

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.

Salesforce

Unified-CXM Platform offers a comprehensive CXM technology that empowers businesses to effectively manage customer interactions across multiple channels. Its robust features facilitate seamless integration and data analytics to enhance customer engagement.

Unified-CXM Platform helps enterprises manage and analyze customer interactions in a centralized hub, allowing for improved decision-making based on real-time insights. It supports engagement through social media, email, and other digital channels, offering a unified view of customer data. This platform ensures brands can respond promptly and accurately to customer needs, fostering stronger relationships and customer loyalty.

What are the key features of Unified-CXM Platform?

Omnichannel Support: Seamlessly integrates customer interactions from different channels.
Real-Time Analytics: Provides instant insights into customer data.
Unified Dashboard: Offers a streamlined view of metrics and engagement.
AI-Powered Automation: Enhances efficiency with automated responses.

What benefits should you expect from reviews of Unified-CXM Platform?

Improved Customer Engagement: Enables timely and relevant communication.
Increased Efficiency: Reduces manual processes with automation.
Enhanced Decision-Making: Leverages insights to guide strategy.

Unified-CXM Platform finds applications in retail, finance, and healthcare industries, providing tailored solutions that address specific customer interaction requirements. In retail, it supports personalized marketing efforts. In finance, it ensures compliance with regulatory standards while enhancing client relationships. Healthcare organizations benefit from streamlined communication with patients, improving service delivery and satisfaction.

Sprinklr

Buyer's Guide

Customer Experience Management

June 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.