# Compare Salesforce Service Cloud vs Genesys Cloud CX 2026 | Capterra > Unsure of what to choose? Check Capterra to compare Salesforce Service Cloud and Genesys Cloud CX based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/136189-179417/Salesforce-vs-Genesys-Cloud --- # Salesforce Service Cloud vs Genesys Cloud CX Features and Cost Comparison Last updated April 20th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: Salesforce Service CloudGenesys Cloud CX2/4 selected [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) [## Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting Price $25.00/month Value-for-Money 4.2 Functionality 4.4 Ease of Use 4.1 Customer Service 4.3 Reviews Sentiment Based on [824 reviews](#user-reviews) Positive 753 Neutral 54 Negative 17 [## Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) Starting Price $75.00/month Value-for-Money 4.1 Functionality 4.2 Ease of Use 4.4 Customer Service 4 Reviews Sentiment Based on [262 reviews](#user-reviews) Positive 230 Neutral 22 Negative 10 ## Send this comparison chart to my inbox ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 4,819 reviews from call center software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 80%Fit Not enough reviews Feature ratings Call Center Management 4.6 Dashboard 4.6 Call Logging 4.5 Call Recording 4.2 Call Tracking 4.0 79%Fit High performer Feature ratings Call Center Management 4.5 Dashboard 3.0 Call Logging 4.5 Call Recording 4.6 Call Tracking 4.7 User satisfaction User satisfaction 4.5 User reviews[824](https://www.capterra.com/p/136189/Salesforce/reviews/) Ease of use 4.1 Functionality 4.4 Value for money 4.2 Customer support 4.3 User satisfaction 4.3 User reviews[262](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) Ease of use 4.4 Functionality 4.2 Value for money 4.1 Customer support 4.0 Price starts from Price starts from $25Per User, Per Month - Free version - Free trial Price starts from $75Per User, Per Month - Free version - Free trial Best for Best for Salesforce Service Cloud is used by contact centers, IT departments, HR departments, field service operations, and customer support teams. Best for Companies of all sizes looking for an easy, all-in-one cloud contact center solution. ## User reviews Pros & cons AL Alex L. Senior associate > "Salesforce Service Cloud is a powerful, enterprise-grade platform that excels in security, ticket management, call..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7002177) Harshul S. Sr Tech support Specialist for Network Operations > "Also the customization is powerful but kinda overwhelming if you not used to Salesforce. And the pricing can get high if you..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611) JS Joshua S. Senior Learning Facilitator > "It is also amazing how it has integrated AI functionality to be utilized to house knowledge material and can recommend these..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6815671) JJ Jannette J. Senior Data Management > "Performance can lag when managing a high volume of cases or large datasets." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7078625) PD Patricia D. Client Serves Advocate > "What I liked most about salesforce service cloud was that any information that you needed to know about the customer was..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7115704) PD Patricia D. Client Serves Advocate > "Salesforce service cloud could be overwhelming when learning how to navigate around for the first time." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7115704) JJ Jannette J. Senior Data Management > "It helped centralize customer data and automate processes, though some features were complex and required additional..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7078625) PK Paris K. Customer Experience Representative > "It gets laggy, disconnects and it can barely respond and also has IP connection issues. But that is pretty much it." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6826772) Harshul S. Sr Tech support Specialist for Network Operations > "The automation helps lot too, like routing cases or sending updates without me doing manually." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611) VR Verified Reviewer Digital asset manager > "In fact, the AI implementation felt more buggy than as advertised and tried too hard to solve the issue immediately rather..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6820461) VR Verified Reviewer IT Support Analyst > "Our admin has built a tremendous amount of customization into Service Cloud, but has also made it easy for agents to learn..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7010803) VR Verified Reviewer Digital asset manager > "I disliked the new AI agent features because it felt impersonal, and at times, mistaken in how it was reacting to my issues." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6820461) SN Suraj N. Inside Product Specialist > "It excels in streamlining customer service operations with its features, making it an invaluable tool for enhancing customer..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6425317) DE Dawn E. Ops Mgr > "There's not a whole lot I don't like about Salesforce it gives you every bit of information on every customer and every..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6358968) RR Riley R. Legal project analyst > "I really liked being able to see the full customer history alongside active cases, emails, and chats." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7104027) ClJ Céline J. Social Media Manager > "Salesforce is expensive and has a steep learning curve." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7120490) Hayden R. Graphic Designer > "It's power to integrate with other platforms makes understanding customers needs through the site a breeze." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7133456) JS Jelfry S. Sales agent > "At first we had few outages interrupting our chats sessions or dropping the chats, that was really annoying for our..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6709180) VR Verified Reviewer Software Engineer > "It's Excellent experience with Salesforce self service portals which allow our customers to resolve issues on their own,..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6645568) RR Riley R. Legal project analyst > "Without proper training or a dedicated admin, it is easy to miss out on useful functionality." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7104027) AA Aditya A. Customer Service Representative > "Our customer database, shared docs and even the support ticket system are all services hooked in to Google Cloud and they’re..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788974) VR Verified Reviewer Salesforce Consultant > "It can be kind of expensive so really think about what you neeeeeed vs what you want." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7123341) PF Ping F. Operations Analyst > "It is really getting better and help a lot to consolidate all documents in one platform. And it is pretty reliable as well!" [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7138021) JP Jessica P. Team Leader > "It also glitches quite often from overload." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6848955) PF Ping F. Operations Analyst > "It also allows tailor made functions to suit individual needs" [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7138021) MG Max G. Investor > "The system is not responsive on mobile devices." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6335943) VR Verified Reviewer Prinicpal Test Engineer > "Salesforce is very powerfull tool one company can have to improve there productivity and increase the effectiveness and help..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6694851) AA Aditya A. Customer Service Representative > "Also, the billing dashboard isn’t the most straightforward to interpret." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788974) RR Riley R. Legal project analyst > "Overall, my experience has been positive. Once everything was set up and the team got comfortable with it, the platform..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7104027) EB Eric B. Salesforce Administrator > "The cost of SF licenses can be prohibitive. " [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6504034) Harshul S. Sr Tech support Specialist for Network Operations > "The interface clean once you learn it, and it easy to track customer issues from start - finish." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611) BB Bret B. Estimator > "Learning the interface and where and how to do things was challenging at first." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6666284) Harshul S. Sr Tech support Specialist for Network Operations > "It also integrates well with other tools, which saves a lot of time." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611) WT Weronika T. Manager > "Additionally, the licensing costs associated with certain advanced features and user licenses could be a barrier for smaller..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4818489) VR Verified Reviewer IT Support Analyst > "Service Cloud is a very flexible tool. Although I've only used it at my current company, it's very easy to see how it could..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7010803) KT Kremena T. Executive Assistant > "Cost: More expensive than some competitors1." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6489221) VJ Vershley J. IT Consultant > "Salesforce has always been on top of CRM and their service cloud is another powerful platform where after sales agent can..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6600570) JM Jayson M. Founder > "Salesforce in general is expensive." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6336220) VR Verified Reviewer Salesforce Consultant > "Service cloud was super helpful for out customer support." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7123341) VR Verified Reviewer Sr. Network Engineer > "New UI is a bit confusing and when the mail trail becomes long the comments are not auto updated." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3561529) VR Verified Reviewer Digital Marketing > "Our team did have to go through training to learn how to use, but most can use with no issues now." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7124053) MS Madhusudan S. Software Engineer > "The vast customisation choices offered by the platform may overwhelm or confuse certain users, which is a potential problem." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4591222) VM VINCE M. Director of Maintenance > "Ease of use and the basically unlimited customization that is possible." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7116196) MO Mohammad O. Director > "Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4612701) LMW Lwin Mar W. Marketing Director > "Salesforce Service Cloud is the most reliable and accurate customer service tool." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6869081) BG Barkha G. Customer Service Representative > "Apart from that, the chat panel becomes slow when there are more than 3 active chats." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3594797) WT Weronika T. Manager > "One aspect I liked most about Salesforce Service Cloud was its comprehensive and centralized view of customer data, enabling..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4818489) DS Douglas S. President > "My least favorite part is the financial management aspect of the program. While it is not horrible, it has a few issues..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4229951) NM Natalie M. Analyst > "Ease of use across departments, effective ticketing resolution and system, great access management for all levels in the..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788026) TV Travis V. Field Engineer > "This does not allow for certain items to be addressed without a higher tier of service." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3591069) WT Weronika T. Manager > "The platform's robust automation and AI-powered features, such as chatbots and knowledge base, greatly enhanced our customer..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4818489) HM Hasan M. Senior Manager > "You will still need IT support as it is not something that can be easily configured by end business users." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3538493) YG Yoel G. Sales Manager > "It’s a powerful and reliable tool that helped streamline customer service operations and improve response times." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6768337) JD Julie D. OAS > "Sometimes it will overload and cause missed calls." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3579078) Laura H. Human Resources Generalist > "Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues,..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___5039782) MO Mohammad O. Director > "This can be a disadvantage in areas with poor internet connectivity." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4612701) VR Verified Reviewer Advisor > "Easy to use system, with step by step guidance to ensure a truly quality experience." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7066146) RP Rachel P. Underwriter > "Unfortunately Salesforce Service Cloud can be extremely slow at sometimes." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3527175) YG Yoel G. Sales Manager > "What I liked the most about Salesforce Service Cloud was how centralized and customizable the platform is." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6768337) LG Letlet G. Sales and Marketing > "The cost of Service Cloud could also be a problem." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4610623) QB Quishea B. Financial Forms Processor > "Salesforce offers excellent tools for case management and it great to use with other platforms." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6584039) NK Naleen K. Analyst > "Interface needs to be improved and looks outdated." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4612875) JM Justin M. Enablement Specialist > "It provides a well-organized customer list, allowing us to quickly reach our customers with important business updates." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6085557) BF Brandy F. Referrals Specialist > "The constant glitches and technical issues" [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3796769) CA Cassandra A. Owner > "It was easily trainable, able to be incorporated into our systems and customer service is great" [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6740712) MF Michael F. Owner > "It takes a long time for my staff to learn how to use it. And it can be complicated." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4016987) JM Jayson M. Founder > "Approval processes are available which is particularly helpful when training new employees. " [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6336220) AK Ashutosh K. Content Writer > "Not that much that hamper my productivity but yes it run very slow sometimes." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4634064) DC Drew C. Salesforce Application Administrator > "Console apps make it easy to access all information in one easy to navigate location." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6691281) JB Justine B. Director > "This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web..." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3195349) FM Freyxa M. Support Team Specialist > "Really good for email and leads creation." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6815954) Ngalla B. CEO > "It's a little expensive compared to other softwares and the services it offers." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4180228) Gamze T. Data Scientist > "Overall, although costly, a great tool to maintain service management data sets." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6315603) Lillian G. Human Resources Generalist > "It's a complex program with a lot to learn before you can use it effectively." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4583777) MV Magdalena V. Consultant > "Plenty of integrations, deeply adaptable to your business’ needs." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6390726) PR Phil R. Photographer > "The software is slow to load and the learning curve is steep." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4479230) NB Nicholas B. Analyst > "It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4909577) VC Vivia C. Ops Manager > "Hard to utilize the interface at times." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3550054) AA Aditya A. Customer Service Representative > "That reliability is a big deal when you’re trying to help customers in real time." [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788974) Jahnvi K. Associate manager > "This software can never be used without training, so that is a short coming" [See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4507903) [View Reviews](https://www.capterra.com/p/136189/Salesforce/reviews/) SM Sherry M. Executive Manager > "There are many pros with Genesys Cloud CX such as having everything in one platform (phone calls, email,..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667) SM Sherry M. Executive Manager > "The only cons, per se, of Genesys Cloud CX are that it was a bit difficult when first setting it up. " [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667) KW Kris W. Project Manager > "The alignment of multiple communication channels makes managing our call center staff and monitoring customer..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6451500) VR Verified Reviewer Associate technical support engineer > "The call assignment is random and not as per first come first serve while on queue, navigation is very..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6716002) Jordan M. HR Generalist > "Only service I have regularly used for engaging with external vendors and customers as an HR Rep. Works well,..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401) VR Verified Reviewer Associate Leadership Team > "Also it's Regional Language AI - Hindi/Tamil/Marathi NLP accuracy dips vs. English, slowing vernacular customer..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6858437) RW Ryan W. Business analyst > "The AI-driven predictions and automation features are especially useful for managing staffing and schedules..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556747) Glen T. System Support Lead > "Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6427682) Jordan M. HR Generalist > "Simple to use deskless calling service with the ability to forward calls and review voicemails." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401) JF Jon F. Manager > "Difficult to integrate on to your site, documentation was lacking for us" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6598011) SW Sharon W. Case Manager > "It would be very helpful to allow employees to customize caller ID without adding on expensive feature for the..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6769609) SW Sharon W. Case Manager > "Menu to change options is a bit antiquated and time consuming." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6769609) Jordan M. HR Generalist > "The caller ID, volume options, and interface is well done." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401) LF Liam F. Operations Manager > "Lacks sophisticated outbound dialling." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556404) MHS Mohammed Hareez S. Customer Success representative > "we use Genesys cloud to interact with customers via calls and emails and its so far the best" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6691179) Lizandro H. Sales Development Specialist > "The call quality and the recording of the calls were sometimes not heard." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6022052) LB LaSheena B. Solution Analyst > "I have enjoyed Genesys; modern, new, fresh and can handle daily inbound and out bound calls amongst other..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6774566) NN Nick N. Workforce Management > "Not user friendly." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6536495) SKT Song Kean T. NOC and SOC Manager > "Features rich tool to enable smooth customer service operation, inbound call recording and phone queues..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6256658) KS Kyle S. Team leader > "times out and difficult to initially use" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6462048) DL Daniela L. Sales manager > "In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6463546) Abel A. Agent > "all I can fault about this software is its high cost for small businesses" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___5059915) SM Sherry M. Executive Manager > "Overall using Genesys Cloud CX is very efficient, although not easy to learn. " [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667) NT Nicholas T. UC Engineer / Developer > "The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4696997) Saskia M. Senior Director Sales Marketing > "In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___5011669) KM Kyle M. Workforce Management Operations Scheduler > "The scheduling portion that is supposed to make this web based call functionality, reporting and adherence..." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3355456) CC Cody C. CSR > "Great for managing contact center." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6828535) JJ Jonathan J. Manager Reporting & WFM > "The Salesforce External Routing feature isn't well documented or understood" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4547969) RW Ryan W. Business analyst > "The AI-driven forecasting is generally accurate, helping us keep staffing balanced." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556747) TH Taja H. Fan Service agent > "Sometimes calls do not come through" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4349272) LR Lyn R. Enrollment Growth Rep > "I like that you can pop out a little window to make it easier to use it while using other apps." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6758801) EAM Edgar Alan M. Systems Leader > "We have problems with the integration with our SAP, because the version wasn't compatible with the solution." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2945547) HD Harinder D. Insurance Advisor > "It focuses on delivering exceptional customer service to all the clients." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6779762) Marek K. Sr. CX Consultant > "Relatively slow delivery of solutions to main painpoints reported by business via idea portal." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3195463) AT Alejandra T. BU Regional Sales Manager > "The payback, once implemented, as a multi-channel tool is awesome." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6664004) DK Darya K. Escalation Manager > "The system does not remember the user and periodically you need to enter your login and password again." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3361002) CC Cody C. CSR > "Very professional company, great software, and overall amazing reporting on stats." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6828535) YY Ye Y. Technical Specialist > "Dashboard is missing the flexibility for shorting agent status." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2988882) OR Oliver R. Owner > "Simple to use and offers first-class connectivity." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6829271) JL Jose L. manager coordinator > "professionals service werent that good sometimes" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4076419) SB Sabrina B. Systems Developer > "Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6247808) AP Amanda P. Manager, Business Technology Solutions > "Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. " [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2843493) AC Andreea C. CX Manager > "More indicators available (than previous solution we were using)." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6589729) VR Verified Reviewer Freelance Writer > "The sound quality of calls can be questionable in seasons." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2731026) BV Brenda V. Broker Coordinator > "The latest version and updates have been great." [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6813878) YP Yashodha P. Senior Service Engineer > "PureCloud application crashes sometimes" [See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2167741) [View Reviews](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) ## User interface 4.46 (824) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) 4.34 (262) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Activity Tracking 207 Important AI Copilot 150 Important AI Summarization 120 Important Salesforce Service Cloud 37/47 - Activity Tracking - AI Copilot - AI Summarization - Alerts/Escalation - API - Auto-Dialer - Automated Responses - Automatic Call Distribution - Blended Call Center - Callback Scheduling - Call Center Management - Caller ID - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Routing - Call Scripting - Call Tagging - Call Tracking - Call Transcription - Call Transfer - Call Whispering - Chatbot - Chat/Messaging - Computer Telephony Integration - Contact Management - CRM - Dashboard - Generative AI - Inbound Call Center - Interaction Tracking - IVR - Manual Dialer - Monitoring - Multi-Channel Communication - Outbound Call Center - Performance Management - Predictive Dialer - Progressive Dialer - Queue Management - Reporting/Analytics - Sentiment Analysis - Surveys & Feedback - Third-Party Integrations - Voice Mail - Voice Recognition [See all features](https://www.capterra.com/p/136189/Salesforce/#features) Genesys Cloud CX Top features 44/47 - Activity Tracking - AI Copilot - AI Summarization - Alerts/Escalation - API - Auto-Dialer - Automated Responses - Automatic Call Distribution - Blended Call Center - Callback Scheduling - Call Center Management - Caller ID - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Routing - Call Scripting - Call Tagging - Call Tracking - Call Transcription - Call Transfer - Call Whispering - Chatbot - Chat/Messaging - Computer Telephony Integration - Contact Management - CRM - Dashboard - Generative AI - Inbound Call Center - Interaction Tracking - IVR - Manual Dialer - Monitoring - Multi-Channel Communication - Outbound Call Center - Performance Management - Predictive Dialer - Progressive Dialer - Queue Management - Reporting/Analytics - Sentiment Analysis - Surveys & Feedback - Third-Party Integrations - Voice Mail - Voice Recognition [See all features](https://www.capterra.com/p/179417/Genesys-Cloud/#features) ### Recognition Salesforce Service Cloud is recognized as a top-rated tool in 2 Capterra Shortlist reports Genesys Cloud CX is recognized as a top-rated tool in 3 Capterra Shortlist reports ### Deployment & support Salesforce Service Cloud Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Genesys Cloud CX Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Salesforce Service Cloud - By Salesforce - Located in United States - Founded in 2003 Genesys Cloud CX - By Genesys - Located in United States - Founded in 1990 ## Popular Comparisons [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,781)](https://www.capterra.com/p/61368/Salesforce/reviews/) $25/month Price $25/month 4.4 Features 4.4 4.1 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-136189/Salesforce-vs-Salesforce) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Ringover](https://www.capterra.com/p/169627/RingOver/)[4.70 (868)](https://www.capterra.com/p/169627/RingOver/reviews/) $75/month Price $29/month 4.2 Features 4.6 4.4 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/169627-179417/RingOver-vs-Genesys-Cloud) [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) $25/month Price $39/month 4.4 Features 4.4 4.1 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/136189-164283/Salesforce-vs-Zendesk) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Convoso](https://www.capterra.com/p/76768/Cloud-Predictive-Dialer/)[4.51 (387)](https://www.capterra.com/p/76768/Cloud-Predictive-Dialer/reviews/) $75/month Price $90/month 4.2 Features 4.5 4.4 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/76768-179417/Cloud-Predictive-Dialer-vs-Genesys-Cloud) [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $25/month Price $15/month 4.4 Features 4.6 4.1 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-136189/LiveAgent-vs-Salesforce) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [DialedIn CCaaS](https://www.capterra.com/p/29589/CallCenterNOW/)[4.82 (321)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) $75/month Price $25/month 4.2 Features 4.7 4.4 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/29589-179417/CallCenterNOW-vs-Genesys-Cloud) [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,721)](https://www.capterra.com/p/62194/LiveChat/reviews/) $25/month Price $25/month 4.4 Features 4.5 4.1 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-136189/LiveChat-vs-Salesforce) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $75/month Price $15/month 4.2 Features 4.6 4.4 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-179417/LiveAgent-vs-Genesys-Cloud) [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,415)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $25/month Price $19/month 4.4 Features 4.3 4.1 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-136189/Freshdesk-vs-Salesforce) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) $75/month Price $39/month 4.2 Features 4.4 4.4 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/164283-179417/Zendesk-vs-Genesys-Cloud) [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) vs [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[4.37 (5,819)](https://www.capterra.com/p/157279/Dynamics-365/reviews/) $25/month Price $50/month 4.4 Features 4.3 4.1 Ease of Use 4.1 [View full comparison](https://www.capterra.com/compare/136189-157279/Salesforce-vs-Dynamics-365) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Readymode](https://www.capterra.com/p/136728/Readymode/)[4.63 (142)](https://www.capterra.com/p/136728/Readymode/reviews/) $75/month Price $199/month 4.2 Features 4.6 4.4 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/136728-179417/Readymode-vs-Genesys-Cloud)