CONTACT CENTER (CCAAS) · BY GENESYS
Genesys Cloud
Last verified
Not a fit when you need
Call and speech analytics: missing speech analytics, sentiment analysis.
Call monitoring and QA: missing whisper and barge, qa scorecards.
PCI-safe phone payments: missing dtmf masking for card payments, take payments in ivr.
Call routing: missing business-hours routing rules, call forwarding to any number, ring several devices at once.
Omnichannel support: missing one agent inbox for voice, chat and email, web chat channel, email channel.
Debt collection calls: missing power dialer, do-not-call list management, calling-hours restrictions by recipient time zone, call frequency caps per contact.
Auto attendant: missing auto attendant menu, business-hours routing rules, call forwarding to any number.
Click-to-call and in-app calling: missing webrtc calling sdk, click-to-call web widget.
Overflow answering: missing takes overflow when your line is busy, takes and delivers messages, transfers calls to staff.
Workforce management: missing volume forecasting, agent scheduling.
Fit by use case
Required features passed for each job, plus rank among tracked products for that job.
Passes every required check · 3
Call recording2/2#3 of 27IVR self-service3/3#1 of 36Queue callback2/2#2 of 13Partial fit · 15
Support call queues3/4#6 of 27Call transcription1/2#20 of 36Sales dialing2/4#12 of 21Speed to lead1/2#15 of 32WhatsApp customer support1/2#17 of 37Call and speech analytics1/3#12 of 27Call monitoring and QA1/3#7 of 13PCI-safe phone payments1/3#5 of 22Call routing1/4#15 of 27Omnichannel support1/4#10 of 13Debt collection calls1/5#13 of 21Auto attendant0/3#18 of 27Click-to-call and in-app calling0/2#12 of 22Overflow answering0/3#21 of 27Workforce management0/2#6 of 13True monthly cost
Includes add-ons required for IVR self-service (none required).
| Users | List price | Forced add-ons | Effective | vs median |
|---|---|---|---|---|
| 5 users | $375Genesys Cloud CX 1 | $0 | $375 | +154% |
| 25 users | $1,875Genesys Cloud CX 1 | $0 | $1,875 | +154% |
| 100 users | $7,500Genesys Cloud CX 1 | $0 | $7,500 | +154% |
List price: cheapest plan at that volume, including any base fee and overage. Effective adds the forced add-ons. Median of 53 other tracked products priced on users in the same currency. Full pricing breakdown
Price history
Genesys Cloud CX 1 plan, 1 recorded price
Integrations
- Salesforce · native
- Servicenow · native
- Microsoft Teams · native
Compliance
Acceptance by industry
No acceptance records.
Alternatives
Ranked by overlap on use-case fit (50%), tool type (30%) and price band (20%). Not by opinion. All alternatives