Compare Genesys Cloud CX and Oracle Service Cloud (formerly RightNow) 
Featured Products
At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Enterprise (57.7% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,533)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXOracle Service Cloud (formerly RightNow)
Star Rating
(134)3.9 out of 5
Market Segments
Enterprise (57.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Oracle Service Cloud (formerly RightNow)Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in customization, allowing organizations to tailor call flows and routing to their specific needs. Users appreciate the flexibility it offers, which has proven invaluable for managing unique customer interactions.
- Users say that Oracle Service Cloud provides a robust customer service experience with its comprehensive ticketing system and seamless integration with other products. This has been highlighted as a key strength, particularly for enterprises looking for a unified support solution.
- Reviewers mention that Genesys Cloud CX has a more intuitive user interface, contributing to a smoother daily experience for agents. The cloud-based nature of the application also means no installation is required, making it easier for teams to get started quickly.
- According to verified reviews, Oracle Service Cloud is noted for its user-friendly interface, which simplifies daily operations. However, some users feel it lacks certain features needed for comprehensive support management, indicating room for improvement.
- G2 reviewers highlight that Genesys Cloud CX has made significant strides in agent-friendly improvements, particularly with AI-powered automation that enhances efficiency by taking actions across systems rather than just responding to queries.
- Users report that while Oracle Service Cloud has strong capabilities, it faces challenges in ease of setup compared to Genesys Cloud CX, which is praised for its quick implementation process and overall ease of use, making it a more attractive option for teams looking to minimize onboarding time.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableOracle Service Cloud (formerly RightNow)
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Oracle Service Cloud (formerly RightNow)
No trial information availableRatings
Meets Requirements
8.6
1,064
8.3
94
Ease of Use
8.9
1,099
7.9
93
Ease of Setup
8.4
657
6.8
66
Ease of Admin
8.5
606
7.3
67
Quality of Support
8.2
1,020
7.4
87
Has the product been a good partner in doing business?
8.5
599
7.5
65
Product Direction (% positive)
8.7
967
6.6
90
Features by Category
Ticket and Case Management
Not enough data
8.8
31
|
Verified
Not enough data
8.4
31
|
Verified
Not enough data
8.2
30
|
Verified
Not enough data
8.7
29
|
Verified
Not enough data
7.6
29
Not enough data
8.3
29
Not enough data
8.8
30
Not enough data
8.1
27
|
Verified
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.6
29
|
Verified
Not enough data
8.9
29
|
Verified
Not enough data
8.3
28
|
Verified
Not enough data
7.0
16
Not enough data
8.3
19
Platform
Not enough data
8.2
10
|
Verified
8.4
175
|
Verified
8.0
41
|
Verified
Not enough data
8.0
23
|
Verified
Not enough data
7.7
20
|
Verified
Not enough data
7.6
29
|
Verified
Not enough data
7.6
29
|
Verified
Messenger
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Not enough data
Channels
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Not enough data
Customers
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
144
Not enough data
8.9
128
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
124
Not enough data
8.7
138
Not enough data
9.2
162
Not enough data
Automation
8.6
121
Not enough data
9.2
147
Not enough data
8.7
108
Not enough data
Agentic AI - Auto Dialer
9.2
6
Not enough data
8.6
6
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Not enough data
Quality Assurance
8.8
159
Not enough data
8.6
149
Not enough data
7.8
160
Not enough data
Engagement
8.5
139
Not enough data
8.2
159
Not enough data
8.2
148
Not enough data
Performance
8.5
154
Not enough data
8.9
152
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
354
|
Verified
Not enough data
8.3
208
Not enough data
8.6
239
|
Verified
Not enough data
8.3
205
|
Verified
Not enough data
8.3
239
|
Verified
Not enough data
Generative AI
7.9
69
Not enough data
Functions
8.8
394
|
Verified
Not enough data
8.8
403
|
Verified
Not enough data
8.8
340
|
Verified
Not enough data
8.3
235
|
Verified
Not enough data
8.5
243
|
Verified
Not enough data
9.1
316
|
Verified
Not enough data
8.8
304
|
Verified
Not enough data
8.6
244
Not enough data
Agentic AI - Contact Center
6.7
10
Not enough data
8.0
11
Not enough data
7.4
12
Not enough data
6.7
10
Not enough data
Administrative
8.3
356
|
Verified
Not enough data
8.8
402
|
Verified
Not enough data
7.6
439
|
Verified
Not enough data
8.8
287
|
Verified
Not enough data
8.5
261
Not enough data
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Not enough data
Platform
8.8
35
Not enough data
9.3
36
Not enough data
9.1
33
Not enough data
Autonomy - AI Agents
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Not enough data
Generative AI
Not enough data
Not enough data
9.0
5
Not enough data
Responses
8.6
59
Not enough data
8.8
58
Not enough data
9.1
60
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
58
Not enough data
8.8
63
Not enough data
9.0
56
Not enough data
8.6
61
Not enough data
Feature Not Available
Not enough data
8.9
61
Not enough data
8.7
57
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Workforce Management
8.7
172
Not enough data
8.6
163
Not enough data
8.5
153
Not enough data
8.2
151
Not enough data
8.0
119
Not enough data
Administration
8.1
145
Not enough data
8.5
164
Not enough data
8.4
172
Not enough data
8.0
145
Not enough data
8.5
153
Not enough data
Administration
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Not enough data
Security
9.3
24
Not enough data
9.4
23
Not enough data
Messaging Channels
9.0
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Not enough data
Administration
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Not enough data
Platform
8.7
150
Not enough data
7.8
132
Not enough data
8.9
167
Not enough data
9.2
169
Not enough data
8.8
164
Not enough data
9.2
161
Not enough data
9.1
163
Not enough data
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
154
Not enough data
8.8
151
Not enough data
Call Center Infrastructure (CCI)
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Not enough data
Administrative
9.0
160
Not enough data
8.3
164
Not enough data
Customer Support
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Not enough data
Automation
8.7
33
Not enough data
8.6
37
Not enough data
9.1
36
Not enough data
Artificial Intelligence
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Not enough data
Generative AI
7.8
28
Not enough data
7.6
28
Not enough data
Feature Not Available
Not enough data
Communication
8.6
176
|
Verified
8.5
30
|
Verified
8.5
178
|
Verified
8.1
30
|
Verified
8.4
131
8.8
22
|
Verified
8.5
145
8.4
15
|
Verified
8.4
97
Not enough data
Internal Use
8.4
175
|
Verified
8.0
41
|
Verified
8.7
168
|
Verified
8.7
29
|
Verified
8.4
129
|
Verified
7.9
16
8.4
145
|
Verified
8.0
32
|
Verified
8.3
141
|
Verified
8.4
23
|
Verified
8.4
137
|
Verified
8.1
32
|
Verified
Generative AI
Not enough data
Not enough data
Self-Service Experience
Not enough data
8.3
43
Not enough data
8.0
40
Not enough data
7.8
24
Not enough data
Not enough data
Not enough data
Not enough data
Self-Service Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Not enough data
Process
8.3(won by 0.6)
28
7.7
11
9.0(won by 0.8)
31
8.2
14
8.7(won by 0.7)
29
8.0
10
Channels
8.9(won by 0.7)
33
8.2
16
8.9(won by 1.5)
34
7.4
13
8.8(won by 0.1)
35
8.7
13
9.7(won by 1.9)
37
7.8
15
9.1(won by 0.3)
33
8.8
10
Insight
9.3(won by 1.2)
30
8.1
14
9.0(won by 0.3)
37
8.7
15
8.9(won by 1.0)
33
7.9
14
9.4(won by 1.0)
31
8.4
15
Generative AI
7.5
27
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.6
9
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
Not enough data
7.5
44
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Not enough data
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.3
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
Feature Not Available
Not enough data
Calling
9.4
61
Not enough data
8.6
54
Not enough data
8.8
60
Not enough data
8.8
60
Not enough data
8.8
11
Not enough data
Contacts
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Not enough data
Insights
8.5
55
Not enough data
Feature Not Available
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Not enough data
Features
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
Not enough data
7.0
22
Not enough data
7.1
20
Not enough data
7.2
20
Not enough data
7.6
21
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.2
20
Not enough data
8.3
25
Not enough data
Automation
8.6
26
Not enough data
8.3
20
Not enough data
7.5
19
Not enough data
Autonomy
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and Oracle Service Cloud (formerly RightNow) are categorized as Social Customer Service and Live Chat
Unique Categories
Genesys Cloud CX is categorized as Proactive Notification, AI Customer Support Agents, AI Voice Assistants, AI Agents For Business Operations, Contact Center, Chatbots, Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, VoIP Providers, Contact Center Workforce, and Call Center Infrastructure (CCI)
Oracle Service Cloud (formerly RightNow) is categorized as Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Oracle Service Cloud (formerly RightNow)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
10.8%
Financial Services
10.2%
Telecommunications
5.8%
Consumer Services
5.0%
Accounting
4.6%
Other
63.5%
Information Technology and Services
14.2%
Retail
14.2%
Computer Software
7.1%
Financial Services
4.4%
Education Management
3.5%
Other
56.6%
Alternatives
Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
MF
No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help.Read more
how do i reschedule emails or put them on hold?
5 Comments
GT
Best to comment on the Genesys Communities board for answers to these questions, and new features etc. Read more
What kind of software is zendesk?
2 Comments
AM
Its a sales CRM tool. It's a good option for small businesses.Read more
Oracle Service Cloud (formerly RightNow) has no discussions with answers
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