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Genesys Cloud CX
Genesys Cloud CX
(1,396)
4.3 out of 5
Genesys Cloud CX
By Genesys
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Talkdesk
Talkdesk
(2,408)
4.4 out of 5
Talkdesk
By Talkdesk
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At a Glance
Genesys Cloud CX
Genesys Cloud CX
Star Rating
(1,396)4.3 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Information
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CX
Talkdesk
Talkdesk
Star Rating
(2,408)4.4 out of 5
Market Segments
Mid-Market (60.7% of reviews)
Information
Entry-Level Pricing
$85.00 1 Per user, Per month
Browse all 5 pricing plans
AI Generated Summary
AI-generated. Powered by real user reviews.
  • Users report that Genesys Cloud CX excels in its AI capabilities, particularly with features like AI Text Generation and AI Text Summarization, which received high ratings of 8.2 and 9.0 respectively. In contrast, Talkdesk's AI features, while competent, received slightly lower scores, indicating that Genesys may offer a more robust AI experience.
  • Reviewers mention that Talkdesk shines in Ease of Use with a score of 9.1, making it more user-friendly for new users compared to Genesys Cloud CX, which scored 8.9. This suggests that Talkdesk may be a better choice for teams looking for a straightforward setup and navigation.
  • G2 users highlight Talkdesk's superior Quality of Support, scoring 8.8, compared to Genesys Cloud CX's 8.1. This indicates that users may find more reliable assistance and quicker resolutions to issues with Talkdesk.
  • Users on G2 report that Genesys Cloud CX offers better Database Management with a score of 9.2, which is crucial for organizations that rely heavily on data integrity and management. Talkdesk, while still strong at 9.1, may not provide the same level of database capabilities.
  • Reviewers mention that Talkdesk's Performance Analysis features, rated at 9.1, provide more insightful analytics compared to Genesys Cloud CX's score of 8.4. This could be a deciding factor for businesses that prioritize data-driven decision-making.
  • Users say that Genesys Cloud CX's Omnichannel capabilities are rated at 8.6, which is slightly lower than Talkdesk's 8.2. However, Genesys offers a more comprehensive approach to managing customer interactions across various channels, making it a strong contender for businesses focused on a seamless customer experience.
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Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing available
Talkdesk
CX Cloud Digital Essentials
$85.00
1 Per user, Per month
Browse all 5 pricing plans
Free Trial
Genesys Cloud CX
Free Trial is available
Talkdesk
No trial information available
Ratings
Meets Requirements
8.6
984
8.9
1,950
Ease of Use
8.9
991
9.1
1,958
Ease of Setup
8.3
563
8.8
989
Ease of Admin
8.4
550
8.9
901
Quality of Support
8.2
941
8.8
1,730
Has the product been a good partner in doing business?
8.4
546
8.8
884
Product Direction (% positive)
8.7
887
8.7
1,859
Features by Category
Conversational MarketingHide 14 FeaturesShow 14 Features
9.1
290
Not enough data
Messenger
8.8
20
Not enough data
9.2
23
Not enough data
9.2
22
Not enough data
8.6
22
Not enough data
Channels
9.0
21
Not enough data
9.3
20
Not enough data
9.3
19
Not enough data
9.1
18
Not enough data
9.1
17
Not enough data
Customers
9.0
24
Not enough data
9.0
21
Not enough data
9.1
22
Not enough data
9.1
20
Not enough data
9.2
21
Not enough data
Auto DialerHide 12 FeaturesShow 12 Features
8.8
1,415
9.1
3,107
Dialing Options
8.8
131
9.2
308
|
Verified
8.9
115
9.2
282
|
Verified
8.8
113
9.0
268
|
Verified
Agent Tools
8.8
118
9.0
254
|
Verified
8.6
111
9.2
240
|
Verified
8.7
125
9.1
243
|
Verified
9.1
148
9.4
337
|
Verified
Automation
8.6
109
9.1
232
|
Verified
8.7
91
9.1
228
|
Verified
9.2
133
9.2
249
|
Verified
8.7
94
9.0
214
|
Verified
8.8
127
9.0
252
|
Verified
Contact Center Knowledge BaseHide 21 FeaturesShow 21 Features
Not enough data
9.1
2,795
Administration
Not enough data
9.1
146
Not enough data
9.0
139
Not enough data
9.1
142
Knowledge Management
Not enough data
9.1
141
Not enough data
9.1
138
Not enough data
9.2
143
Compliance
Not enough data
9.2
140
Not enough data
9.1
136
Not enough data
9.3
139
Not enough data
9.1
137
Customer Support
Not enough data
9.0
140
Not enough data
9.1
134
Not enough data
9.0
131
Data Security
Not enough data
9.2
127
Not enough data
9.2
128
Not enough data
9.3
136
Not enough data
9.3
124
Administration
Not enough data
9.1
149
Not enough data
9.2
159
Not enough data
9.2
166
Generative AI
Not enough data
Feature Not Available
Contact Center Quality AssuranceHide 10 FeaturesShow 10 Features
8.4
1,074
9.1
2,779
Quality Assurance
8.7
140
9.2
353
8.6
131
9.0
324
7.7
142
8.9
361
Engagement
8.4
121
9.1
339
8.1
141
9.2
362
8.1
129
9.0
350
Performance
8.5
136
9.0
344
8.9
134
9.2
346
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Contact CenterHide 19 FeaturesShow 19 Features
8.5
4,876
8.8
12,429
Channels
9.1
312
|
Verified
9.1
778
|
Verified
8.2
172
8.6
502
|
Verified
8.5
205
|
Verified
8.4
488
|
Verified
8.4
173
|
Verified
8.3
480
|
Verified
8.3
204
|
Verified
8.6
509
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Functions
8.7
363
|
Verified
8.9
922
|
Verified
8.7
372
|
Verified
9.0
943
|
Verified
8.7
309
|
Verified
9.0
794
|
Verified
8.2
203
|
Verified
8.7
536
|
Verified
8.4
214
|
Verified
8.8
553
|
Verified
9.1
285
|
Verified
9.1
676
|
Verified
8.8
272
|
Verified
8.9
674
8.6
213
8.8
620
|
Verified
Administrative
8.3
326
|
Verified
8.8
871
|
Verified
8.7
366
|
Verified
9.1
890
|
Verified
7.4
401
|
Verified
8.8
977
|
Verified
8.8
258
|
Verified
9.1
677
|
Verified
8.4
228
8.8
539
|
Verified
AI AgentsHide 17 FeaturesShow 17 Features
9.1
215
Not enough data
Responses
9.2
29
Not enough data
9.4
31
Not enough data
8.6
28
Not enough data
Automation - AI Agents
9.0
5
Not enough data
9.2
6
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.9
6
Not enough data
Platform
8.8
30
Not enough data
9.3
30
Not enough data
9.1
28
Not enough data
Autonomy - AI Agents
9.2
6
Not enough data
9.4
6
Not enough data
9.0
5
Not enough data
9.0
5
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
ChatbotsHide 14 FeaturesShow 14 Features
8.6
522
Not enough data
Responses
8.5
44
Not enough data
8.7
43
Not enough data
9.1
45
Not enough data
8.5
46
Not enough data
8.2
41
Not enough data
Platform
8.8
42
Not enough data
8.9
45
Not enough data
9.0
42
Not enough data
8.5
45
Not enough data
8.1
39
Not enough data
8.8
47
Not enough data
8.6
43
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Contact Center WorkforceHide 10 FeaturesShow 10 Features
8.3
1,379
9.0
2,161
Workforce Management
8.7
157
9.3
242
|
Verified
8.6
147
9.1
224
|
Verified
8.5
138
8.8
192
|
Verified
8.2
135
8.9
203
|
Verified
7.9
103
8.8
200
|
Verified
Administration
8.0
129
9.0
223
|
Verified
8.4
148
9.1
240
|
Verified
8.4
155
9.2
243
|
Verified
7.9
129
8.7
193
|
Verified
8.5
138
9.0
201
|
Verified
Co-BrowsingHide 5 FeaturesShow 5 Features
9.3
99
Not enough data
Administration
9.3
21
Not enough data
8.9
20
Not enough data
9.3
19
Not enough data
Security
9.4
20
Not enough data
9.6
19
Not enough data
Proactive NotificationHide 8 FeaturesShow 8 Features
9.0
219
Not enough data
Messaging Channels
9.0
25
Not enough data
9.2
26
Not enough data
9.2
28
Not enough data
9.0
27
Not enough data
Administration
9.0
29
Not enough data
9.0
27
Not enough data
8.6
27
Not enough data
8.9
30
Not enough data
Call Center Infrastructure (CCI)Hide 12 FeaturesShow 12 Features
8.7
1,484
8.8
2,050
Platform
8.7
125
8.2
161
7.8
110
7.8
169
8.8
144
8.8
191
9.1
146
9.0
194
8.8
141
9.0
194
9.1
139
9.0
184
9.1
140
8.8
186
Generative AI
Feature Not Available
Feature Not Available
Workforce Management
8.8
133
9.0
192
8.7
129
8.8
184
Administrative
9.0
138
9.1
196
8.1
139
8.9
199
Customer Service AutomationHide 9 FeaturesShow 9 Features
8.8
249
8.0
442
Customer Support
9.0
27
8.0
49
8.9
29
8.0
50
8.3
27
7.9
50
Automation
8.7
26
8.0
49
8.5
30
8.0
49
9.0
28
8.0
49
Artificial Intelligence
8.9
28
8.0
50
8.8
28
8.2
49
9.0
26
7.8
47
Live ChatHide 14 FeaturesShow 14 Features
8.4
1,384
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Communication
8.6
152
|
Verified
Not enough data
8.4
155
|
Verified
Not enough data
8.3
111
Not enough data
8.4
123
Not enough data
8.4
78
Not enough data
Internal Use
8.5
152
|
Verified
Not enough data
8.6
147
|
Verified
Not enough data
8.4
108
|
Verified
Not enough data
8.3
124
|
Verified
Not enough data
8.2
117
|
Verified
Not enough data
8.5
117
|
Verified
Not enough data
Social Customer ServiceHide 14 FeaturesShow 14 Features
9.2
274
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Process
9.0
20
Not enough data
9.0
22
Not enough data
9.0
20
Not enough data
Channels
9.4
22
Not enough data
9.2
24
Not enough data
9.0
24
Not enough data
9.6
26
Not enough data
9.4
23
Not enough data
Insight
9.5
22
Not enough data
9.0
26
Not enough data
9.0
24
Not enough data
9.4
21
Not enough data
Speech AnalyticsHide 1 FeatureShow 1 Feature
Not enough data
Not enough data
Generative AI
Feature Not Available
Feature Not Available
VoIPHide 12 FeaturesShow 12 Features
8.6
517
Not enough data
Basic Communication
9.6
52
Not enough data
7.8
36
Not enough data
8.6
41
Not enough data
8.5
38
Not enough data
8.7
44
Not enough data
8.6
44
Not enough data
Access
8.3
43
Not enough data
8.1
37
Not enough data
8.1
38
Not enough data
Advanced Features
8.8
50
Not enough data
8.6
44
Not enough data
9.1
50
Not enough data
Outbound Call TrackingHide 12 FeaturesShow 12 Features
8.5
423
Not enough data
Calling
9.3
39
Not enough data
8.2
33
Not enough data
8.7
38
Not enough data
8.6
38
Not enough data
Contacts
8.4
37
Not enough data
8.3
35
Not enough data
8.5
33
Not enough data
Insights
8.3
34
Not enough data
8.7
36
Not enough data
8.6
37
Not enough data
8.3
32
Not enough data
8.2
31
Not enough data
UCaaS PlatformsHide 9 FeaturesShow 9 Features
8.8
291
Not enough data
Extensions
8.8
39
Not enough data
9.2
43
|
Verified
Not enough data
9.0
48
|
Verified
Not enough data
Features
8.8
36
Not enough data
8.2
30
Not enough data
8.4
32
|
Verified
Not enough data
9.1
33
|
Verified
Not enough data
8.8
30
|
Verified
Not enough data
Feature Not Available
Not enough data
ServiceNow Store AppsHide 2 FeaturesShow 2 Features
Not enough data
9.4
83
ServiceNow Apps
Not enough data
9.4
42
Not enough data
9.4
41
Categories
Categories
Shared Categories
Genesys Cloud CX
Genesys Cloud CX
Talkdesk
Talkdesk
Unique Categories
Genesys Cloud CX
Talkdesk
Reviews
Reviewers' Company Size
Genesys Cloud CX
Genesys Cloud CX
Small-Business(50 or fewer emp.)
14.2%
Mid-Market(51-1000 emp.)
46.3%
Enterprise(> 1000 emp.)
39.5%
Talkdesk
Talkdesk
Small-Business(50 or fewer emp.)
18.8%
Mid-Market(51-1000 emp.)
60.7%
Enterprise(> 1000 emp.)
20.5%
Reviewers' Industry
Genesys Cloud CX
Genesys Cloud CX
Information Technology and Services
11.0%
Financial Services
10.4%
Telecommunications
5.4%
Consumer Services
4.8%
Accounting
4.8%
Other
63.5%
Talkdesk
Talkdesk
Consumer Services
9.8%
Computer Software
8.5%
Information Technology and Services
6.1%
Telecommunications
5.7%
Education Management
5.4%
Other
64.5%
Most Helpful Reviews
Genesys Cloud CX
Genesys Cloud CX
Most Helpful Favorable Review
Md Azmul H.
MH
Md Azmul H.
Verified User in Marketing and Advertising

Its so natural to connect with somebody through talk and to call. Messages are connected to email, so you can return and discover the discussions once more. The notices are unpretentious and not very diverting yet additionally its difficult to miss and...

Most Helpful Critical Review
JL
Jen L.
Verified User in Information Technology and Services

The interface can be difficult to navigate and it's impossible to do functions such as deleting something you've already read. This may or may not be a bug but its frustrating to see that there's still an open notification even if I've read through it.

Talkdesk
Talkdesk
Most Helpful Favorable Review
KW
Ken W.
Verified User in Internet

Some people have a misconception that out-of-the-box solutions are somehow inferior to tools that require you to hire someone just to customize and administer them. They just haven't looked hard enough. Talkdesk has made my life running call centers easy. I...

Most Helpful Critical Review
Alexander S.
AS
Alexander S.
Verified User in Hospital & Health Care

Talkdesk promises features during the intial demo that aren't available in production. They are extremely slow to resolve issue and do not offer basic call center features like outbound surveys even on their highest plan. Avoid Talkdesk like the plague...

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Discussions
Genesys Cloud CX
Genesys Cloud CX Discussions
Anyone integrated PureCloud with custom CRM?
5 comments
Aarde C.
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
5 comments
MG
The text appears to be related to a technical context, possibly involving software or system design. "States" and "wait feature" could refer to components or...Read more
Whatbis the best way to review data regarding blended agent stats
2 comments
MG
To obtain agents status data, navigate to the reports tab, select new, and choose the option for agents status.Read more
See all discussions
Talkdesk
Talkdesk Discussions
Do you plan to have a mobile app for this?
3 comments
Olivier T.
OT
The Talkdesk mobile app is available for iOS and Android.Read more
Where does Talkdesk have offices?
2 comments
JS
Lehi, UT 84043Read more
When will you have full Talkdesk functionality on the Iphone App?
2 comments
wrx p.
WP
We would like to see TalkDesk CallBar functionality as a part of the mobile app.Read more
See all discussions
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