Compare Salesforce Service Cloud Software and Genesys Cloud CX 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (46.4% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
No pricing available
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,224)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansGenesys Cloud CX
Star Rating
(1,530)4.4 out of 5
Market Segments
Mid-Market (46.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in providing a unified platform for managing various communication channels, including calls, chats, emails, and social messages. Users appreciate the convenience of handling everything in one place, which simplifies their workflow significantly.
- Users say that Agentforce Service (formerly Salesforce Service Cloud) stands out for its powerful AI capabilities, which enhance real-time context for agents. This feature allows for quicker issue resolution and greater accuracy, making it a preferred choice for businesses looking to streamline their support processes.
- According to verified reviews, Genesys Cloud CX is praised for its intuitive setup process, with many users highlighting the ease of onboarding. This is particularly beneficial for teams that need to get up and running quickly without extensive training.
- Reviewers mention that Agentforce Service offers extensive configurability, which helps tailor the platform to specific business needs. Users find this flexibility advantageous for both service delivery and implementation, allowing for a more customized experience.
- G2 reviewers highlight that Genesys Cloud CX provides robust features for managing customer journeys, such as the Architect tool, which enables complex routing and scheduling. This capability is particularly useful for businesses that require sophisticated customer interaction strategies.
- Users appreciate the comprehensive nature of Agentforce Service, noting its ability to integrate seamlessly with Salesforce data. This integration enhances the overall functionality of the platform, making it a powerful tool for managing a wide range of business areas beyond just customer service.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Genesys Cloud CX
No pricing availableFree Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Genesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
8.6
2,797
8.6
1,061
Ease of Use
8.4
5,383
8.9
1,096
Ease of Setup
7.9
4,139
8.4
654
Ease of Admin
8.2
1,536
8.5
603
Quality of Support
8.3
2,573
8.2
1,017
Has the product been a good partner in doing business?
8.7
1,517
8.5
596
Product Direction (% positive)
8.3
2,753
8.7
965
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
Not enough data
8.4
1208
|
Verified
Not enough data
8.3
1249
|
Verified
Not enough data
8.3
1161
|
Verified
Not enough data
8.1
985
Not enough data
7.9
1171
|
Verified
Not enough data
8.3
1153
|
Verified
Not enough data
8.5
1047
|
Verified
Not enough data
Generative AI
7.7
180
Not enough data
7.6
178
Not enough data
Agentic AI - Help Desk
8.3
58
Not enough data
8.4
57
Not enough data
8.2
60
Not enough data
Communication Channels
8.4
1024
|
Verified
Not enough data
8.6
1210
|
Verified
Not enough data
8.1
852
Not enough data
8.0
810
|
Verified
Not enough data
8.1
769
Not enough data
Platform
7.8
555
|
Verified
Not enough data
8.3
819
|
Verified
8.4
175
|
Verified
8.6
694
|
Verified
Not enough data
8.3
620
|
Verified
Not enough data
8.2
1150
|
Verified
Not enough data
8.2
1167
|
Verified
Not enough data
Messenger
Not enough data
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Channels
Not enough data
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
Customers
Not enough data
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
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
Not enough data
8.9
144
Not enough data
8.9
128
Not enough data
9.2
6
Agent Tools
Not enough data
8.6
124
Not enough data
8.7
138
Not enough data
9.2
162
Automation
Not enough data
8.6
121
Not enough data
9.2
147
Not enough data
8.7
108
Agentic AI - Auto Dialer
Not enough data
9.2
6
Not enough data
8.6
6
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Administration
8.8
229
Not enough data
8.8
228
Not enough data
8.7
225
Not enough data
Knowledge Management
8.8
220
Not enough data
8.6
212
Not enough data
8.5
210
Not enough data
Compliance
8.7
228
Not enough data
8.7
225
Not enough data
8.6
225
Not enough data
8.6
222
Not enough data
Customer Support
8.1
211
Not enough data
8.2
204
Not enough data
8.0
193
Not enough data
Data Security
8.6
217
Not enough data
8.7
218
Not enough data
9.0
219
Not enough data
9.1
219
Not enough data
Administration
8.6
210
Not enough data
8.9
211
Not enough data
8.9
215
Not enough data
Generative AI
7.5
149
Not enough data
Channels
8.5
122
Not enough data
8.3
119
Not enough data
7.6
118
Not enough data
Design
8.4
116
Not enough data
8.0
116
Not enough data
8.3
119
Not enough data
8.4
119
Not enough data
8.5
115
Not enough data
Generative AI
7.5
112
Not enough data
7.6
111
Not enough data
Usability
8.6
204
Not enough data
8.6
207
Not enough data
8.7
205
Not enough data
Reporting
8.7
204
Not enough data
8.3
198
Not enough data
8.6
201
Not enough data
Generative AI
7.6
179
Not enough data
7.6
180
Not enough data
Quality Assurance
8.8
70
8.8
159
8.7
67
8.6
149
8.7
69
7.8
160
Engagement
8.8
68
8.5
139
8.8
68
8.2
159
8.8
68
8.2
148
Performance
8.7
69
8.5
154
8.8
68
8.9
152
Generative AI
7.7
59
7.1
33
8.0
60
7.5
33
Channels
7.4
275
9.1
354
|
Verified
7.3
269
8.3
208
7.9
273
8.6
239
|
Verified
7.3
266
8.3
205
|
Verified
8.8
280
8.3
238
|
Verified
Generative AI
7.0
217
7.9
69
Functions
7.9
269
8.8
394
|
Verified
8.0
266
8.8
403
|
Verified
7.6
258
8.8
340
|
Verified
7.2
254
8.3
235
|
Verified
7.2
256
8.5
243
|
Verified
7.2
259
9.1
316
|
Verified
7.7
259
8.8
304
|
Verified
8.0
258
8.6
244
Agentic AI - Contact Center
9.2
6
6.7
10
9.4
6
8.0
11
8.6
6
7.4
12
9.2
6
6.7
10
Administrative
7.9
255
8.3
356
|
Verified
8.5
260
8.8
402
|
Verified
8.5
258
7.6
439
|
Verified
7.7
247
8.8
287
|
Verified
7.7
252
8.5
261
Responses
Not enough data
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Automation - AI Agents
Not enough data
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
Platform
Not enough data
8.8
35
Not enough data
9.3
36
Not enough data
9.1
33
Autonomy - AI Agents
Not enough data
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Responses
Not enough data
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
Platform
Not enough data
8.9
58
Not enough data
8.8
63
Not enough data
9.0
56
Not enough data
8.6
61
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Generative AI
Not enough data
8.6
29
Not enough data
8.6
29
Workforce Management
7.9
57
8.7
172
7.9
57
8.6
163
7.4
56
8.5
153
7.8
56
8.2
151
7.6
56
8.0
119
Administration
8.2
57
8.1
145
8.3
56
8.5
164
8.4
56
8.4
172
7.6
55
8.0
145
7.7
55
8.5
153
Administration
Not enough data
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Security
Not enough data
9.3
24
Not enough data
9.4
23
Conversational Platform
8.5
103
Not enough data
8.7
101
Not enough data
8.1
100
Not enough data
8.2
104
Not enough data
Support Automation
8.1
102
Not enough data
8.1
100
Not enough data
8.1
101
Not enough data
8.0
98
Not enough data
Generative AI
7.4
96
Not enough data
7.5
95
Not enough data
Messaging Channels
Not enough data
9.0
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Administration
Not enough data
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Platform
Not enough data
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
Generative AI
Not enough data
7.6
60
Workforce Management
Not enough data
8.9
154
Not enough data
8.8
151
Call Center Infrastructure (CCI)
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Administrative
Not enough data
9.0
160
Not enough data
8.3
164
Customer Support
8.3
144
9.0
35
7.9
139
8.9
36
8.2
139
8.5
34
Automation
8.2
143
8.7
33
8.2
143
8.6
37
8.1
143
9.1
36
Artificial Intelligence
7.6
138
9.0
35
7.7
137
8.8
35
7.4
134
9.0
33
Generative AI
7.8
108
7.8
28
7.7
107
7.6
28
7.7
108
8.2
28
Communication
8.5
310
|
Verified
8.6
176
|
Verified
8.6
329
|
Verified
8.5
178
|
Verified
8.4
275
|
Verified
8.4
131
8.5
277
|
Verified
8.5
145
7.8
160
8.4
97
Internal Use
8.3
819
|
Verified
8.4
175
|
Verified
8.3
296
|
Verified
8.7
168
|
Verified
8.5
288
|
Verified
8.4
129
|
Verified
8.4
318
|
Verified
8.4
145
|
Verified
8.5
289
|
Verified
8.3
141
|
Verified
8.7
323
|
Verified
8.4
137
|
Verified
Generative AI
7.3
127
Not enough data
Self-Service Experience
8.6
593
Not enough data
8.3
579
Not enough data
8.3
528
Not enough data
8.0
214
Not enough data
8.4
224
Not enough data
Self-Service Platform
8.4
223
Not enough data
8.6
229
Not enough data
7.6
199
Not enough data
8.5
215
Not enough data
Agentic AI - Customer Self-Service
8.6
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
Generative AI
7.9(won by 1.0)
54
6.9
13
8.0(won by 0.8)
54
7.2
13
Process
8.6(won by 0.3)
244
8.3
28
8.6
264
9.0(won by 0.4)
31
8.3
225
8.7(won by 0.4)
29
Channels
8.8
273
8.9(won by 0.1)
33
8.4
248
8.9(won by 0.5)
34
8.5
231
8.8(won by 0.3)
35
8.6
232
9.7(won by 1.1)
37
8.6
214
9.1(won by 0.5)
33
Insight
8.6
230
9.3(won by 0.7)
30
8.8
265
9.0(won by 0.2)
37
8.5
204
8.9(won by 0.4)
33
8.7
252
9.4(won by 0.7)
31
Generative AI
Not enough data
7.5
27
Generative AI
8.0
80
Not enough data
7.9
81
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Platform Basics - VoIP Providers
Not enough data
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
Basic Communication
Not enough data
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
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
Not enough data
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Advanced Features
Not enough data
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Voice Recognition - AI Voice Assistants
Not enough data
8.5
8
Speech Synthesis - AI Voice Assistants
Not enough data
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Security and privacy - AI Voice Assistants
Not enough data
8.8
8
Compatibility - AI Voice Assistants
Not enough data
8.8
8
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
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
Agentic AI - Outbound Call Tracking
Not enough data
6.2
10
Not enough data
6.2
10
Calling
Not enough data
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
Contacts
Not enough data
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Insights
Not enough data
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
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
Not enough data
8.9
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Features
Not enough data
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
Customer Query Resolution - AI Customer Support Agents
Not enough data
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
Customer Interaction Automation - AI Customer Support Agents
Not enough data
6.9
18
Not enough data
7.6
19
Not enough data
8.2
20
Not enough data
8.2
24
Automation
Not enough data
8.5
25
Not enough data
8.3
20
Not enough data
7.5
19
Autonomy
Not enough data
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
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
Agentforce Service (formerly Salesforce Service Cloud) and Genesys Cloud CX are categorized as Contact Center Quality Assurance, Social Customer Service, Live Chat, Contact Center Workforce, Contact Center, and Customer Service Automation
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Help Desk, Enterprise Feedback Management, and Customer Self-Service
Genesys Cloud CX is categorized as Proactive Notification, AI Customer Support Agents, AI Voice Assistants, AI Agents For Business Operations, Chatbots, Co-Browsing, Genesys AppFoundry Marketplace, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, VoIP Providers, and Call Center Infrastructure (CCI)
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Genesys Cloud CX
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
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Information Technology and Services
10.9%
Financial Services
10.2%
Telecommunications
5.8%
Consumer Services
5.0%
Accounting
4.6%
Other
63.4%
Alternatives
Discussions
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