Genesys Cloud CX vs Salesforce Service Cloud
Last Updated:Our analysts compared Genesys Cloud CX vs Salesforce Service Cloud based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.
Product Basics
Genesys Cloud is a cloud-based call center software that provides businesses with a comprehensive suite of tools to manage customer interactions. It's designed for businesses of all sizes, from small startups to large enterprises, and offers a wide range of features to meet the needs of any call center. Some of the most popular features include: omnichannel routing, IVR, call recording, and analytics. Genesys Cloud is also highly customizable, so businesses can tailor it to their specific needs.
Genesys Cloud is a powerful and flexible call center software that can help businesses improve their customer service. It's easy to use, affordable, and offers a wide range of features. If you're looking for a call center software that can help you improve your customer service, Genesys Cloud is a great option.
Salesforce Service Cloud, a help desk software from Salesforce.com, streamlines customer service operations for businesses of all sizes. It offers a comprehensive suite of tools for managing customer inquiries, tracking cases, and providing personalized support across multiple channels.
Salesforce Service Cloud is particularly suited for organizations looking to enhance customer engagement, improve efficiency, and gain a 360-degree view of customer interactions. Its key benefits include automated case management, self-service portals, knowledge base management, and real-time reporting.
The software's user experience is highly customizable, allowing businesses to tailor it to their specific needs. It seamlessly integrates with other Salesforce products and third-party applications, providing a unified platform for customer relationship management.
Pricing for Salesforce Service Cloud varies based on the number of users, support level, and additional features required. Businesses can choose from a range of subscription plans, with monthly or annual payment options available.
Product Assistance
Product Insights
- Work Remotely: Connect partners, vendors and customers with staff from anywhere in the world to streamline communication and improve business outcomes.
- Increase Security: Protect data with logical isolation, strong encryption, multi-factor authentication and stringent security standards
- Simplify Configurations: Empower frontline agents and managers to design, automate and create workflows without IT. Design IVR workflows with an engaging and intuitive drag-and-drop editor that can configure prompts, sub-menus and data dips.
- Innovate: Deploy a deep and broad set of AI-powered capabilities without disruptions or downtime, encouraging rapid access to new functionalities.
- Accelerated Issue Resolution: Salesforce Service Cloud streamlines communication and automates workflows, enabling teams to respond to customer inquiries swiftly and effectively.
- Personalized Customer Experiences: The platform captures customer data and preferences, allowing agents to tailor interactions and provide personalized support.
- Improved Agent Productivity: Automated tasks, such as case routing and knowledge management, free up agents' time, enabling them to focus on complex customer issues.
- Enhanced Collaboration: Service Cloud facilitates seamless collaboration between agents, allowing them to share knowledge, escalate cases, and provide real-time support to customers.
- Increased Customer Satisfaction: By resolving issues promptly and efficiently, Service Cloud enhances customer satisfaction and loyalty, leading to improved brand reputation.
- Actionable Insights: The platform provides comprehensive reporting and analytics, enabling managers to identify trends, measure performance, and make data-driven decisions to improve customer support operations.
- Seamless Integration: Service Cloud integrates with other Salesforce applications, such as Sales Cloud and Marketing Cloud, providing a unified view of the customer journey.
- Mobile Accessibility: The mobile app allows agents to access customer data and provide support on the go, ensuring uninterrupted service.
- Scalability and Flexibility: The platform can be customized and scaled to meet the unique needs of businesses, accommodating growth and changing requirements.
- Cost Savings: By automating processes and improving efficiency, Service Cloud helps businesses reduce operational costs associated with customer support.
- Customer Self-Service: Use speech-enabled IVR and Natural Language Understanding (NLU) to help customers resolve issues without the need for a live agent. Simplify support experiences and offer 24/7 assistance with conversational voice bots and AI-powered chatbots. Design a knowledge base of support resources for customers and agents..
- Cloud CX Voice: Get public access to any subscribed cloud CX service via VoIP telephony through new or existing phone numbers..
- Bring Your Own Carrier (BYOC): Integrate with any cloud-based or on-site carrier to unify communications and supplement existing infrastructure.
- Inbound Routing: Ensure positive, consistent customer experiences with call routing, voicemail, custom greetings and an automated callback option for when lines are busy.
- Outbound Campaigns: Target the right customers through predictive dialing and proactive outreach through customers’ preferred channels. Engage website visitors with personalized messages. Decrease the volume and variability of inbound communications.
- Workforce Engagement: Monitor agent performance and support employee development through interactive training, such as gamifying contact center KPIs. Maintain quality across customer experiences with monitoring and forecasting enhanced by AI.
- Unified Communications: Enhance customer interaction rates by allowing agents to work from anywhere in the world. Connect business users, contact center users, partners, vendors and customers to boost agent response times and business outcomes.
- Reporting and Analytics: Analyze an agent’s performance on a single dashboard and generate reports to track call times, resolution rates, service levels, customer satisfaction and other integral KPIs. Manage multiple teams and channels.
- Digital Channels: Route digital communications to the appropriate agent based on content analysis. Create long-lasting live conversations through SMS and web messaging apps with minimal risks of losing content and context. Co-browsing and screen-sharing capabilities allow agents to be hands-on in resolving customer queries.
- Lightning Console: Boost agent productivity and optimize team workflows with easy access to information, including knowledge base, customer profiles and subject matter experts via responsive and dynamic dashboards.
- Case Management: Help agents resolve cases faster by keeping them connected to answers, activities and intel while assigning issues to the most appropriate sales representative with an AI-powered routing system.
- Service Cloud Voice: Equip agents with better insights and tools through Einstein Intelligence for delivering world-class customer support. Simplify setup, purchasing and rollout of contact center telephony with Amazon Connect and Service Cloud Voice integration. Solve customer issues quickly with tools such as IVR, intelligent cloud telephony, CRM data and call routing and storage.
- Knowledge Base: Allow customers and agents to get answers through a suite of readily available knowledge bases and articles. Ensure the accuracy of content with robust incident management solutions and KCSv5 verified knowledge management.
- Service Process and Automation: Eliminate repetitive and manual chores by automating internal procedures and processes. Design a point-and-click interface to update and create call logs and records, send emails and launch workflows.
- Omnichannel Routing: Engage with customers through various support channels such as web, phone, email, mobile Live Agent chats, social media, community sites and video chats. Route cases from different channels to appropriate agents based on priority, complexity and the agent’s availability, capability and capacity.
- Telephony Integration: Lower handle times and boost customer satisfaction rates by knowing the history before receiving the call. Automatically log the notes taken during the chat and associate them with related details such as customer records.
- Social Customer Service: Manage customer responses and problems from social media platforms through Salesforce Social Studio and service cloud integration. Route social cases to the appropriate agents by using classifiers, language detection and keywords.
- Service Analytics: Help agents make informed decisions and offer personalized support to customers by accessing service cloud data and the latest trends and patterns discovered by Einstein. Stay ahead of business issues and concerns by identifying customer and product issues and churning risks with predictive insights.
- Visual Remote Assistant: Troubleshoot setbacks and user queries from anywhere through video call assistance along with screen sharing capabilities. Leverage AI-powered character recognition and stay connected even with low bandwidth and offline.
Product Ranking
#19
among all
Call Center Software
#30
among all
Call Center Software
Analyst Rating Summary
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User Sentiment Summary
798 reviews
2232 reviews
Genesys Cloud CX has a 'great' User Satisfaction Rating of 84% when considering 798 user reviews from 4 recognized software review sites.
Salesforce Service Cloud has a 'great' User Satisfaction Rating of 83% when considering 2232 user reviews from 5 recognized software review sites.
Awards
SelectHub research analysts have evaluated Genesys Cloud CX and concluded it earns best-in-class honors for Call Routing System, Collaboration and Workforce Management.
Synopsis of User Ratings and Reviews
Genesys Cloud is an omnichannel contact center solution that streamlines customer relationships. It brings calls, chats, emails and other communications into one centralized interface to produce seamless interactions. Users report that the interface covers the essentials and is easy to use and configure. They are also impressed by its customer support, noting that it’s easy to get through to representatives and resolve problems. However, some users say that the product would benefit from more advanced functionality and improvement to some of its basic features. In all, Genesys Cloud is suitable for businesses of all sizes that wish to offer comprehensive customer support.
Salesforce Service Cloud is widely praised for its user-friendly interface and seamless integration with other Salesforce products, which enables businesses to manage all customer interactions in one place. However, some users have reported occasional performance issues and limitations in customizing certain features, which can hinder the software's ability to fully adapt to specific business needs. Compared to similar products, Salesforce Service Cloud is often regarded as a more comprehensive solution, offering a wider range of features and functionalities. Its strengths lie in its robust reporting and analytics capabilities, which provide valuable insights into customer behavior and agent performance. Additionally, its mobile app allows for remote access and real-time updates, enhancing the flexibility of customer support operations. Salesforce Service Cloud is best suited for medium to large-sized businesses that require a comprehensive and scalable help desk solution. Its robust feature set, ease of use, and integration capabilities make it an ideal choice for organizations seeking to improve customer satisfaction and streamline their support processes.
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