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ServiceMax vs Genesys Cloud Comparison

Overview

ServiceMax is the field service management solution for hundreds of companies worldwide. The software is a complete suite...

Genesys Cloud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
/
No info available
/
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$75/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.2

(39)

5

4

3

2

1

17

17

4

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
90%
would recommend this app

5

4

3

2

1

40

48

11

3

4

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

Very user friendly and the options for data management is good.
Give a strong control on your field activities, parts and services at the end this will make your customers more satisfied.
Partners (community) platform is great and made a big change in our org.

Pros

It had great call tracking, out of all the phone systems I have used they have the best admin benefits to QA calls.
Genesys is a great company that cares about the opinions of their customers.
Genesys PureCloud offers some great ways to streamline and modernize your Call Center and its performance.

Cons

It has been a horrible experience and a lot of their tenured leaders have left over the past couple months.
If you need more information, I am a reference for ServiceMax but would rather not give out my email to avoid spam.
Before, this tracking was done manually via a spreadsheet and audits on this process were poor.

Cons

Prone to outages and glitches, though admittedly some of these could be due to network errors within the company.
The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand.
Customer service is not good in my experience, their responses were always delayed. They had several site outages that impacted production.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review6 days ago

Key features

  • Total features3
  • API
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Application Integration
  • Auto-Dialer
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Analysis
  • Campaign Management
  • Chat
  • Collaboration Tools
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact History
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Data Import
  • Drag & Drop Interface
  • Electronic Signature Capture
  • Email Templates
  • Employee Database
  • File Transfer
  • Filtered Views
  • HIPAA Compliance
  • IVR / Voice Recognition
  • Instant Messaging
  • Lead Assignment
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • PCI DSS Compliance
  • Performance Management
  • Performance Reports
  • Permission Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Role-Based Permissions
  • SMS Integration
  • Self Service Portal
  • Status Reporting
  • Third Party Integration
  • Two-Way Audio & Video
  • Video Conferencing
  • Work Order Management
  • Total features66
  • API
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Application Integration
  • Auto-Dialer
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Analysis
  • Campaign Management
  • Chat
  • Collaboration Tools
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact History
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Data Import
  • Drag & Drop Interface
  • Electronic Signature Capture
  • Email Templates
  • Employee Database
  • File Transfer
  • Filtered Views
  • HIPAA Compliance
  • IVR / Voice Recognition
  • Instant Messaging
  • Lead Assignment
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • PCI DSS Compliance
  • Performance Management
  • Performance Reports
  • Permission Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Role-Based Permissions
  • SMS Integration
  • Self Service Portal
  • Status Reporting
  • Third Party Integration
  • Two-Way Audio & Video
  • Video Conferencing
  • Work Order Management

Integrations

  • Total integrations13
  • Dropbox Business
  • Google Calendar
  • Google Drive
  • Magento Commerce
  • Mailchimp
  • Microsoft 365
  • Microsoft Excel
  • Microsoft Outlook
  • NetSuite
  • PayPal
  • QuickBooks Online
  • QuickBooks Online Advanced
  • SAP Business One
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • WooCommerce
  • Xero
  • Zapier
  • Total integrations18
  • Dropbox Business
  • Google Calendar
  • Google Drive
  • Magento Commerce
  • Mailchimp
  • Microsoft 365
  • Microsoft Excel
  • Microsoft Outlook
  • NetSuite
  • PayPal
  • QuickBooks Online
  • QuickBooks Online Advanced
  • SAP Business One
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • WooCommerce
  • Xero
  • Zapier

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

ServiceMax vs. Genesys Cloud

See how ServiceMax and Genesys Cloud stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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