Genesys Cloud CX vs Genesys PureConnect comparison

Genesys Cloud CX and Genesys PureConnect are both solutions in the Workforce Engagement Management category. Genesys Cloud CX is ranked #1 with an average rating of 8.7, while Genesys PureConnect is ranked #3 with an average rating of 9.0. Genesys Cloud CX holds a 28.6% mindshare in CCO, compared to Genesys PureConnect’s 12.5% mindshare. Additionally, 100% of Genesys Cloud CX users are willing to recommend the solution, compared to 100% of Genesys PureConnect users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,968 Views
1,371 Comparison Views

100% willing to recommend

Genesys PureConnect

Read 1 Genesys PureConnect review

839 Views
732 Comparison Views

100% willing to recommend

Genesys Cloud CX

Genesys PureConnect

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Genesys Cloud CX and Genesys PureConnect based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management.

To learn more, read our detailed Workforce Engagement Management Report (Updated: November 2024).

Buyer's Guide

Workforce Engagement Management

November 2024

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Helped 824,052 peers since 2012

Categories and Ranking

Genesys Cloud CX

Ranking in Workforce Engagement Management

1st

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (1st)

Genesys PureConnect

Ranking in Workforce Engagement Management

3rd

Average Rating

9.0

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

Contact Center Infrastructure (5th), Unified Communications (7th), IP Telephony & Unified Communications (2nd)

Mindshare comparison

As of December 2024, in the Workforce Engagement Management category, the mindshare of Genesys Cloud CX is 28.6%, down from 29.6% compared to the previous year. The mindshare of Genesys PureConnect is 12.5%, down from 17.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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Mohamed-Saber

Sr. Genesys System Engineer at a tech services company with 201-500 employees

Provides great functionality

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs. As of now, they are doing great in all areas and they…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"The integration of CTI within the IT system is a particularly valuable feature."

"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"Genesys Cloud is an excellent platform."

"Predictive engagement and gamification are valuable features with good inbound functionality."

"The most valuable feature for me is the WFM tool."

"The latest version and updates have been great. It really has everything we need."

More Genesys Cloud CX pros

"Can integrate with a lot of gateways in voice."

Cons

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"Their WFM product is still pretty immature."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"The cost needs to be improved, and it should be easier to integrate."

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

More Genesys Cloud CX cons

"Customer support can sometimes be delayed."

Pricing and Cost Advice

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"The pricing is a bit expensive."

"I rate Genesys Cloud CX's pricing a one out of ten."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

Information not available

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Top Industries

By visitors reading reviews

Educational Organization

21%

Financial Services Firm

12%

Computer Software Company

11%

Government

Computer Software Company

16%

Financial Services Firm

11%

Manufacturing Company

10%

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

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What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

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What do you like most about Genesys PureConnect?

Can integrate with a lot of gateways in voice.

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What needs improvement with Genesys PureConnect?

As of now, they are doing great in all areas and they keep improving their services

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What is your primary use case for Genesys PureConnect?

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction.

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 18% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Unified Contact Center Express vs Genesys Cloud CX

Compared 5% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Cisco Jabber vs Genesys PureConnect

Compared 11% of the time

Calabrio ONE vs Genesys PureConnect

Compared 10% of the time

NICE CXone vs Genesys PureConnect

Compared 9% of the time

Kamailio SIP Server vs Genesys PureConnect

Compared 7% of the time

More Genesys PureConnect Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

December 2024

Download Genesys Cloud CX product report

Buyer's Guide

Workforce Engagement Management

November 2024

Download Genesys PureConnect product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Interactive Intelligence Customer Interaction Center, CIC

Learn More

Genesys

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB

Buyer's Guide

Workforce Engagement Management

November 2024

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Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: November 2024.

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We monitor all Workforce Engagement Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.