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ServiceMax vs Genesys Cloud CX Comparison
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Overview
ServiceMax is the field service and asset management solution for hundreds of companies worldwide. The software is a complete...
Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one...
- 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
Video & Screenshots
Pricing
Starting from
No pricing info
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
75
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
I think ServiceMax was a good choice for us. ServiceMax has by far one of the best customer support systems I have had the pleasure of dealing with.
In addition, the onsite training was both In formable and enjoyable, as the team of trainers were very personable and fun to work with. I would highly recommend this product.
Everyone at ServiceMax seems to be extremely knowledgeable and always happy to help or find the right person to help. Recently we had the need for tracking specific tools used by our Technicians.
Pros
I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future.
As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us.
I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.
Cons
The only real negative point to Servicemax is the resource hunger.
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.
Cons
The local product support and channel in Africa is lacking or Genesys have not exposed this to us. Very frustrating having to deal with an offshore direct relationship in EMEA.
It's hard to read and when extracting the data and the formatting is hard to read / follow.
There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.
Key features
- Total features38
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Scheduling
- Archiving & Retention
- Auto-Dialer
- Auto-Responders
- Automated Routing
- Automated Scheduling
- Automatic Call Distribution
- Automatic Lead Distribution
- Automatic Outbound Dialer
- Billing & Invoicing
- Blended Call Center
- Budgeting/Forecasting
- Calendar Management
- Call Center Management
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Canned Responses
- Chat/Messaging
- Collaboration Tools
- Communication Management
- Complaint Monitoring
- Computer Telephony Integration
- Conferencing
- Confirmation/Reminders
- Contact Database
- Contact Management
- Contract/License Management
- Contractor Management
- Customer Database
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Dispatch Management
- Document Management
- Document Storage
- Drag & Drop
- Electronic Signature
- Email Management
- Email Templates
- Employee Coaching Tools
- Employee Scheduling
- Engagement Tracking
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Feedback Management
- File Sharing
- File Transfer
- Gamification
- Group Scheduling
- Help Desk Management
- Hotkeys
- IVR / Voice Recognition
- Inbound Call Center
- Integrations Management
- Interaction Tracking
- Inventory Control
- Inventory Management
- Job Management
- KPI Monitoring
- Knowledge Base Management
- Knowledge Management
- List Management
- Live Chat
- Macros/Templated Responses
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple Parties
- Multiple Scripts
- NPS Survey Structure
- Negative Feedback Management
- On-Demand Recording
- Online Booking
- Online Time Clock
- Online Voice Transmission
- Open Database Design
- Outbound Call Center
- Payment Collection in the Field
- Performance Management
- Performance Metrics
- Phone Key Input
- Power Dialer
- Predictive Analytics
- Predictive Dialer
- Preventive Maintenance
- Preview Dialer
- Proactive Chat
- Process/Workflow Automation
- Progressive Dialer
- Quality Management
- Queue Management
- Quotes/Estimates
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Appointments
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Resource Scheduling
- Role-Based Permissions
- Routing
- SIP Trunking
- SMS Messaging
- Scheduling
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service History
- Single Sign On
- Skills Tracking
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Technician Management
- Telemarketing Management
- Template Management
- Text Analysis
- Text to Speech
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Unified Communications
- Video Conferencing
- Virtual Assistant
- Visual Analytics
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Website Visitor Tracking
- Widgets
- Work Order Creation
- Work Order Management
- Workforce Management
- Total features149
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Scheduling
- Archiving & Retention
- Auto-Dialer
- Auto-Responders
- Automated Routing
- Automated Scheduling
- Automatic Call Distribution
- Automatic Lead Distribution
- Automatic Outbound Dialer
- Billing & Invoicing
- Blended Call Center
- Budgeting/Forecasting
- Calendar Management
- Call Center Management
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Canned Responses
- Chat/Messaging
- Collaboration Tools
- Communication Management
- Complaint Monitoring
- Computer Telephony Integration
- Conferencing
- Confirmation/Reminders
- Contact Database
- Contact Management
- Contract/License Management
- Contractor Management
- Customer Database
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Dispatch Management
- Document Management
- Document Storage
- Drag & Drop
- Electronic Signature
- Email Management
- Email Templates
- Employee Coaching Tools
- Employee Scheduling
- Engagement Tracking
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Feedback Management
- File Sharing
- File Transfer
- Gamification
- Group Scheduling
- Help Desk Management
- Hotkeys
- IVR / Voice Recognition
- Inbound Call Center
- Integrations Management
- Interaction Tracking
- Inventory Control
- Inventory Management
- Job Management
- KPI Monitoring
- Knowledge Base Management
- Knowledge Management
- List Management
- Live Chat
- Macros/Templated Responses
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple Parties
- Multiple Scripts
- NPS Survey Structure
- Negative Feedback Management
- On-Demand Recording
- Online Booking
- Online Time Clock
- Online Voice Transmission
- Open Database Design
- Outbound Call Center
- Payment Collection in the Field
- Performance Management
- Performance Metrics
- Phone Key Input
- Power Dialer
- Predictive Analytics
- Predictive Dialer
- Preventive Maintenance
- Preview Dialer
- Proactive Chat
- Process/Workflow Automation
- Progressive Dialer
- Quality Management
- Queue Management
- Quotes/Estimates
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Appointments
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Resource Scheduling
- Role-Based Permissions
- Routing
- SIP Trunking
- SMS Messaging
- Scheduling
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service History
- Single Sign On
- Skills Tracking
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Technician Management
- Telemarketing Management
- Template Management
- Text Analysis
- Text to Speech
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Unified Communications
- Video Conferencing
- Virtual Assistant
- Visual Analytics
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Website Visitor Tracking
- Widgets
- Work Order Creation
- Work Order Management
- Workforce Management
Integrations
- Total integrations19
- Adobe Commerce
- Dropbox Business
- Google Calendar
- Google Drive
- Mailchimp
- Microsoft 365
- Microsoft Azure
- Microsoft Excel
- Microsoft Outlook
- NetSuite
- QuickBooks Online Advanced
- Quickbooks Online
- SAP Business One
- Salesforce Sales Cloud
- Shopify
- Slack
- Stripe
- WooCommerce
- Xero
- Zapier
- Total integrations33
- Adobe Commerce
- Dropbox Business
- Google Calendar
- Google Drive
- Mailchimp
- Microsoft 365
- Microsoft Azure
- Microsoft Excel
- Microsoft Outlook
- NetSuite
- QuickBooks Online Advanced
- Quickbooks Online
- SAP Business One
- Salesforce Sales Cloud
- Shopify
- Slack
- Stripe
- WooCommerce
- Xero
- Zapier
Alternatives
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User reviews that mention these apps
BD
Barry D.
Consumer Services,
Review source
Share this review:
Pros
Cloud-based. Backed by salesforce with great support team.
Cons
Price. I would like to see pricing based on the modules used, but no regrets; you get what you pay for.
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