Genesys Multicloud CX (discontinued) vs. Salesforce Sales Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Multicloud CX (discontinued)
Score 7.5 out of 10
N/A
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.N/A
Salesforce Sales Cloud
Score 8.4 out of 10
N/A
Salesforce Sales Cloud is a platform for sales with a community of Sellers, Sales Leaders, and Sales Operations, who use the solution to grow sales and increase productivity. The AI CRM for Sales features data built right in, so that companies can sell faster, sell smarter and sell efficiently. Salesforce Sales Cloud is used for, and supports: Buyer Engagement Sales Engagement Enablement Sales AI Sales Analytics Team…
$25
per month
Pricing
Genesys Multicloud CX (discontinued)Salesforce Sales Cloud
Editions & Modules
No answers on this topic
Starter
$25.00
Per User/Per Month
Professional
$80.00
Per User/Per Month
Enterprise
$165.00
Per User/Per Month
Unlimited
$330.00
Per user/Per month
Offerings
Pricing Offerings
Genesys Multicloud CX (discontinued)Salesforce Sales Cloud
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Genesys Multicloud CX (discontinued)Salesforce Sales Cloud
Considered Both Products
Genesys Multicloud CX (discontinued)
Chose Genesys Multicloud CX (discontinued)
Avaya Call management system :
Chose Genesys Multicloud CX (discontinued)
Agility of the solution (more into SW) and
better adoption for omnichannel
Chose Genesys Multicloud CX (discontinued)
I have used Aspect and NICE at other organizations. Aspect forecasting capabilities is more robust than Genesys Engage, giving users more detail forecasting flexibility. However, the level of detail and features make the tool very confusing and not suitable for novice or …
Chose Genesys Multicloud CX (discontinued)
We selected them due to their vision of the future and overall out of the box functionality. Having a solution that has to be customized for everything still provides a lot of complexity. Some customization is required such as system integration. However, at the point of …
Salesforce Sales Cloud

No answer on this topic

Top Pros
Top Cons
Features
Genesys Multicloud CX (discontinued)Salesforce Sales Cloud
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Multicloud CX (discontinued)
9.1
118 Ratings
9% above category average
Salesforce Sales Cloud
-
Ratings
Agent dashboard9.7109 Ratings00 Ratings
Validate callers9.896 Ratings00 Ratings
Outbound response9.199 Ratings00 Ratings
Call forwarding8.389 Ratings00 Ratings
Click-to-call (CTC)9.183 Ratings00 Ratings
Warm transfer9.8105 Ratings00 Ratings
Predictive dialing9.381 Ratings00 Ratings
Interactive voice response9.9106 Ratings00 Ratings
REST APIs9.899 Ratings00 Ratings
Call scripts8.975 Ratings00 Ratings
Call tracking9.8103 Ratings00 Ratings
Multichannel integration9.6105 Ratings00 Ratings
CRM software integration5.499 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Multicloud CX (discontinued)
8.6
107 Ratings
4% above category average
Salesforce Sales Cloud
-
Ratings
Inbound call routing9.0100 Ratings00 Ratings
Omnichannel inbound routing9.892 Ratings00 Ratings
Recording9.080 Ratings00 Ratings
Quality management8.380 Ratings00 Ratings
Call analytics8.288 Ratings00 Ratings
Historical reporting9.8103 Ratings00 Ratings
Live reporting8.9100 Ratings00 Ratings
Customer surveys6.864 Ratings00 Ratings
Customer interaction analytics7.373 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
Salesforce Sales Cloud
7.7
239 Ratings
0% above category average
Customer data management / contact management00 Ratings8.6239 Ratings
Workflow management00 Ratings7.9230 Ratings
Territory management00 Ratings7.4183 Ratings
Opportunity management00 Ratings8.4233 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings7.5218 Ratings
Contract management00 Ratings7.2190 Ratings
Quote & order management00 Ratings7.5173 Ratings
Interaction tracking00 Ratings7.5204 Ratings
Channel / partner relationship management00 Ratings7.6165 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
Salesforce Sales Cloud
7.5
81 Ratings
0% above category average
Case management00 Ratings7.881 Ratings
Call center management00 Ratings7.564 Ratings
Help desk management00 Ratings7.366 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
Salesforce Sales Cloud
7.7
218 Ratings
2% above category average
Lead management00 Ratings7.9213 Ratings
Email marketing00 Ratings7.4182 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
Salesforce Sales Cloud
7.5
221 Ratings
1% below category average
Task management00 Ratings7.5211 Ratings
Billing and invoicing management00 Ratings7.157 Ratings
Reporting00 Ratings7.8174 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
Salesforce Sales Cloud
7.8
234 Ratings
2% above category average
Forecasting00 Ratings7.4203 Ratings
Pipeline visualization00 Ratings7.8222 Ratings
Customizable reports00 Ratings8.2231 Ratings
Customization
Comparison of Customization features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
Salesforce Sales Cloud
8.1
225 Ratings
7% above category average
Custom fields00 Ratings8.1223 Ratings
Custom objects00 Ratings8.1213 Ratings
Scripting environment00 Ratings7.9158 Ratings
API for custom integration00 Ratings8.1186 Ratings
Security
Comparison of Security features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
Salesforce Sales Cloud
8.7
227 Ratings
4% above category average
Single sign-on capability00 Ratings8.8194 Ratings
Role-based user permissions00 Ratings8.6200 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
Salesforce Sales Cloud
7.4
143 Ratings
2% above category average
Social data00 Ratings7.5142 Ratings
Social engagement00 Ratings7.3139 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
Salesforce Sales Cloud
7.8
194 Ratings
9% above category average
Marketing automation00 Ratings7.8190 Ratings
Compensation management00 Ratings7.8130 Ratings
Platform
Comparison of Platform features of Product A and Product B
Genesys Multicloud CX (discontinued)
-
Ratings
Salesforce Sales Cloud
7.1
205 Ratings
5% below category average
Mobile access00 Ratings7.1205 Ratings
Best Alternatives
Genesys Multicloud CX (discontinued)Salesforce Sales Cloud
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Creatio
Creatio
Score 9.1 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Creatio
Creatio
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Multicloud CX (discontinued)Salesforce Sales Cloud
Likelihood to Recommend
7.7
(147 ratings)
8.4
(371 ratings)
Likelihood to Renew
8.0
(26 ratings)
9.0
(56 ratings)
Usability
6.9
(18 ratings)
7.5
(120 ratings)
Availability
8.0
(4 ratings)
9.8
(27 ratings)
Performance
7.1
(4 ratings)
9.0
(18 ratings)
Support Rating
8.7
(21 ratings)
5.7
(91 ratings)
In-Person Training
8.1
(3 ratings)
7.9
(11 ratings)
Online Training
7.3
(2 ratings)
9.1
(15 ratings)
Implementation Rating
3.8
(11 ratings)
1.0
(18 ratings)
Configurability
6.5
(3 ratings)
10.0
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.8
(9 ratings)
Ease of integration
2.2
(4 ratings)
-
(0 ratings)
Product Scalability
7.3
(4 ratings)
8.7
(30 ratings)
Professional Services
-
(0 ratings)
9.3
(8 ratings)
Vendor post-sale
7.3
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.3
(2 ratings)
-
(0 ratings)
User Testimonials
Genesys Multicloud CX (discontinued)Salesforce Sales Cloud
Likelihood to Recommend
Discontinued Products
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
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Salesforce
Salesforce Sales Cloud is, in my experience, well suited to large B2B businesses who are driving demand and lead generation, and tracking customers through the funnel. It is a system we needed for a long time and has made a huge difference. However, I think it would have been more appropriate for a smaller business / a business who sets this up earlier on. There are great advantages to having historical data. It is really useful for allowing all commercial teams to work together, including sales, new business, marketing, client success etc. However, it relies too much too often on human error. If more things were automated and simpler, perhaps with AI queries, it could be easier to use
Read full review
Pros
Discontinued Products
  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Read full review
Salesforce
  • Logging notes: SF makes it easy to log notes in the timeline or static notes that live in an easy-to-see spot for longevity.
  • Logging activities: It's easy to post a call, text, email, etc.
  • API data: Once connected, SF is critical to automation, such as website activity, login activity, pages visited, etc., which saves the Customer Success side time in understanding account activity.
  • Custom fields: you can add custom fields to really personalize your experience. We use quite a few and it's brilliant.
Read full review
Cons
Discontinued Products
  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
Read full review
Salesforce
  • I have hard-coded the auto-update of the phone number format and state format from some codes shared by the community, but I do not know where to do it. I cannot reset it either.
  • It is unclear what functionalities each version has. We use the enterprise version, and it seems we can only have one design of the pipeline. But different business segments would have very different sales cycles, and hence, pipeline tracking would be different. It would be nice to have this available in our version.
  • It seems I cannot create a report to pull notes logged at the account levels.
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Likelihood to Renew
Discontinued Products
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
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Salesforce
There are days when I wish we hadn't switched, but I know that if we put in the time, we will get to where we want to be with the software and that it has many more capabilities than anything else we looked at. However, the amount of time and onboarding we need to do is also far greater than we realized/were told when we originally bought the product. They told us we should hire onboarding support, but at the end, after we had already reached our budget maximum for this, so it's been slower than we had hoped.
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Usability
Discontinued Products
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
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Salesforce
Salesforce has been designed on the basis of "Clicks, not code". So anyone willing to learn the Salesforce user interface (which is quite good as far as management software platforms go) is able to become a Salesforce user or even a Salesforce administrator. You don't have to know coding language to work in the Salesforce environment. Also, Salesforce has one of the best software training resources (Trailhead) that I have ever encountered. It is free to all, easy to use, and most importantly it is interactive. No scrolling through endless text in a user manual. There are hands-on modules and related videos interlaced and through it all you earn points and badges to display your level of learning.
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Reliability and Availability
Discontinued Products
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
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Salesforce
Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
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Performance
Discontinued Products
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
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Salesforce
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
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Support Rating
Discontinued Products
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
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Salesforce
The overall support has been good. More and more features are being released quite frequently. Very small features are also making big difference in how the tool can be adapted and used better. If there is anything we need or are stuck, the support team sets up a call and helps in resolving the issue/provides workarounds.
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In-Person Training
Discontinued Products
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
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Salesforce
I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.

I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
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Online Training
Discontinued Products
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
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Salesforce
I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.

We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
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Implementation Rating
Discontinued Products
It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
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Salesforce
Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
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Alternatives Considered
Discontinued Products
For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
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Salesforce
The thing that puts Sales Cloud above the top is its simple user interface, which is easy to interact with. The visuals and automation are also quite amazing. Given its attention to data and customer relationship management, Sales Cloud is tough to beat. Of course, Microsoft Dynamics integrates nicely with other Microsoft products, and Monday is a tool everyone is familiar with, so it is hard to compete with those.
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Contract Terms and Pricing Model
Discontinued Products
No answers on this topic
Salesforce
Salesforce is the most widely used CRM system. Professionalism tends to increase when things go wrong for market leaders. Salesforce considers us as users because they own the market. Having all of our data in one place and all of our teams working within Salesforce. Anyone who uses Salesforce is impacted by it, even if they don't.
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Scalability
Discontinued Products
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
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Salesforce
Salesforce sales cloud implementation can give you the desired outcome for your business. Its workflow, approval, sync, and file-sharing features help automate the process. The Macros feature helps business to shorten their sales cycle. Sales Cloud also allows businesses to make the right decision with its real-time business insights and analysis.
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Professional Services
Discontinued Products
No answers on this topic
Salesforce
Using Salesforce.com has made my daily routines more efficient and simplified the manual tasks I had to perform independently. I can now access data from any device, online or offline, and provide better guidance to my team about the forecasts provided by the built-in artificial intelligence (AI). A chat with a Salesforce support specialist would be great. The knowledge base has a community forum where Salesforce users can ask questions and learn more about the product.
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Return on Investment
Discontinued Products
  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
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Salesforce
  • All tools we've implemented with Salesforce had a pretty quick positive ROI with the exception of CPQ & Billing. That was a very large project that I would only suggest for businesses with many SKUs that tend to be packaged together.
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ScreenShots

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace

Salesforce Sales Cloud Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of