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CSG Xponent vs. SAP Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CSG Xponent
Score 0.0 out of 10
N/A
CSG Xponent is a cloud engagement solution that combines a customer data platform, customer journey orchestration and analytics, and omnichannel communications in one solution. With Xponent, companies deliver personalized, predictive and proactive customer interactions to improve business outcomes, quicken time to value and reduce risk.N/A
SAP Service Cloud
Score 8.4 out of 10
N/A
SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.N/A
Pricing
CSG XponentSAP Service Cloud
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
CSG XponentSAP Service Cloud
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details——
More Pricing Information
Community Pulse
CSG XponentSAP Service Cloud
Best Alternatives
CSG XponentSAP Service Cloud
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Dialpad Support
Dialpad Support
Score 9.1 out of 10
Dialpad Support
Dialpad Support
Score 9.1 out of 10
Enterprises
Verint Community
Verint Community
Score 9.8 out of 10
Verint Community
Verint Community
Score 9.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CSG XponentSAP Service Cloud
Likelihood to Recommend
-
(0 ratings)
8.5
(105 ratings)
Likelihood to Renew
-
(0 ratings)
7.5
(4 ratings)
Support Rating
-
(0 ratings)
5.5
(1 ratings)
Ease of integration
-
(0 ratings)
7.8
(68 ratings)
User Testimonials
CSG XponentSAP Service Cloud
Likelihood to Recommend
CSG
No answers on this topic
SAP
SAP Service Cloud is well suited with its omni-channel capabilities giving the possibility to collect service requests from different channels like phone, e-mail or CTI telephony. It also has nice User Interface (when it comes to desktop version). On the other hand SAP Service Cloud needs to be definitiely improved in terms of mobile app, which is horrible and it has limited development possibilities.
Verified User
Anonymous
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Pros
CSG
No answers on this topic
SAP
  • First is It is highly effective when we consider Customer Relation Engagement.
  • Good User Interface by which anyone can get used to it quickly.
  • It is providing infinite opportunity of integration with other SAP solutions.
  • Affordable Solutions with effective features.
  • It has prebuilt charts which helps us to define customer journey with ease of efforts.
Verified User
Anonymous
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Cons
CSG
No answers on this topic
SAP
  • While SAP Service Cloud offers a wealth of features, its interface can sometimes feel overwhelming. For newcomers, especially those not tech-savvy, a more intuitive or simplified layout would be beneficial.
  • While it allows for some level of personalization, making deep customizations can be challenging. Given the unique requirements of our client's customer service, having more flexibility in tailoring the tool to our exact needs would be nice.
  • While SAP Service Cloud integrates well within the SAP ecosystem, it can sometimes be less smooth when linking up with non-SAP third-party tools. Enhancing these integrations would streamline our operations, especially when using other software tools alongside it.
Verified User
Anonymous
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Likelihood to Renew
CSG
No answers on this topic
SAP
SAP Service Cloud offers sturdy competencies for case control, workflow automation, and purchaser engagement. However, since our organization continues to be within the early assessment section, we have not but experienced its complete potential. Once fully applied and custom designed to our desires, the score can also increase as we investigate usability and integration with other SAP solutions.
Verified User
Anonymous
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Support Rating
CSG
No answers on this topic
SAP
I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.
VK
Vishal kanwar
Deputy Manager
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Alternatives Considered
CSG
No answers on this topic
SAP
Zoho Desk is the ultimate software for clear communication, but when we compared these two according to our needs, we found out that SAP Service Cloud is the best option for us. Since it provides everything in one location, Zoho Desk is somewhat lacking in this area. That was the reason for choosing SAP Service Cloud.
KC
Kirsten Cornell
Senior Communications Specialist
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Return on Investment
CSG
No answers on this topic
SAP
  • can help speed up issue resolution, reducing the time customers spend waiting for solutions
  • AI insights help predict the customer profile, satisfaction, and possible options for service resolutions
  • One stop for all historical customer service requests and data and useful to calculate who are high CLTV customers
Verified User
Anonymous
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ScreenShots

CSG Xponent Screenshots

Screenshot of CSG Xponent Journey Mapping Tool guides ideation and planning to strategize ideal experiences.Screenshot of CSG Xponent Decisioning Tool bridges the touchpoint gaps caused and ensures customers engagement is improved at every stage of the customer lifecycle using AI and business logic.Screenshot of CSG Xponent CDP capabilities brings customer information together into a single system to convert complexity into clear, simple, customer-centric actions.Screenshot of CSG Xponent Analytics capabilities track and report both historically and real-time insights, across connected channels.Screenshot of CSG Xponent Segmentation and Activation resources deliver real-time, custom rules driven data segmentation and attribute creation.

SAP Service Cloud Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of SAP Service Cloud's AI case insights.Screenshot of SAP Service Cloud's AI case summary.Screenshot of SAP Service Cloud's AI email drafter.