Compare Genesys Cloud CX and Twilio Flex 
At a Glance
Market Segments
Mid-Market (46.2% of reviews)
Small-Business (36.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,396)4.3 out of 5
Market Segments
Mid-Market (46.2% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXTwilio Flex
Star Rating
(32)4.0 out of 5
Market Segments
Small-Business (36.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Twilio FlexSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX excels in its AI capabilities, particularly with its AI Text Generation and AI Text-to-Speech features, receiving high ratings of 9.2 and 8.3 respectively. In contrast, Twilio Flex's AI features, while functional, do not reach the same level of user satisfaction, with ratings of 8.0 for AI Text Generation and 7.6 for AI Text-to-Speech.
- Reviewers mention that Genesys Cloud CX offers superior omnichannel support, with a rating of 8.6, allowing seamless integration across various communication channels. Twilio Flex, while also providing omnichannel capabilities, received a slightly lower rating of 8.4, indicating that users may find it less comprehensive in this area.
- G2 users highlight the ease of use of Genesys Cloud CX, which scored an impressive 8.9, making it more user-friendly compared to Twilio Flex, which has a lower ease of use rating of 8.3. This suggests that Genesys Cloud CX may be more accessible for teams without extensive technical expertise.
- Users on G2 report that Genesys Cloud CX's quality of support is rated at 8.1, which is competitive, but Twilio Flex slightly edges it out with a rating of 8.3. This indicates that Twilio Flex may provide a more responsive support experience for users needing assistance.
- Reviewers mention that Genesys Cloud CX shines in its workforce management features, particularly in agent availability and skills management, both rated above 8.5. In contrast, Twilio Flex's workforce management features, while adequate, do not receive the same level of acclaim, with ratings around 8.0, suggesting a potential gap in functionality.
- Users say that Genesys Cloud CX's reporting and dashboards feature, rated at 7.4, is less favorable compared to Twilio Flex's 8.2 rating. This indicates that Twilio Flex may offer more robust analytics and reporting tools, which can be crucial for data-driven decision-making.
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Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableTwilio Flex
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Twilio Flex
No trial information availableRatings
Meets Requirements
8.6
985
8.3
24
Ease of Use
8.9
992
8.3
24
Ease of Setup
8.3
564
7.3
8
Ease of Admin
8.4
551
7.6
7
Quality of Support
8.1
942
8.3
22
Has the product been a good partner in doing business?
8.4
547
8.9
6
Product Direction (% positive)
8.7
888
7.0
23
Features by Category
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
Dialing Options
8.9
132
Not enough data
8.9
116
Not enough data
8.8
114
Not enough data
Agent Tools
8.8
118
Not enough data
8.6
112
Not enough data
8.6
126
Not enough data
9.1
149
Not enough data
Automation
8.7
110
Not enough data
8.7
92
Not enough data
9.2
134
Not enough data
8.8
95
Not enough data
8.8
128
Not enough data
Quality Assurance
8.7
141
Not enough data
8.6
132
Not enough data
7.7
143
Not enough data
Engagement
8.4
122
Not enough data
8.1
142
Not enough data
8.2
130
Not enough data
Performance
8.5
137
Not enough data
8.9
135
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Channels
9.1
313
|
Verified
Not enough data
8.2
173
Not enough data
8.5
206
|
Verified
Not enough data
8.4
174
|
Verified
Not enough data
8.3
205
|
Verified
Not enough data
Generative AI
Feature Not Available
Feature Not Available
Functions
8.7
364
|
Verified
8.4
15
|
Verified
8.7
373
|
Verified
8.3
16
|
Verified
8.7
310
|
Verified
8.7
13
|
Verified
8.3
204
|
Verified
Not enough data
8.4
215
|
Verified
Not enough data
9.1
286
|
Verified
Not enough data
8.8
273
|
Verified
Not enough data
8.6
214
Not enough data
Administrative
8.3
327
|
Verified
8.3
14
|
Verified
8.7
367
|
Verified
8.8
10
|
Verified
7.5
402
|
Verified
8.2
15
|
Verified
8.8
259
|
Verified
Not enough data
8.4
229
Not enough data
Responses
9.2
30
Not enough data
9.4
32
Not enough data
8.7
29
Not enough data
Automation - AI Agents
9.2
6
Not enough data
9.3
7
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
9.0
7
Not enough data
Platform
8.9
31
Not enough data
9.4
31
Not enough data
9.1
29
Not enough data
Autonomy - AI Agents
9.3
7
Not enough data
9.5
7
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.5
45
Not enough data
8.7
44
Not enough data
9.1
46
Not enough data
8.5
47
Not enough data
8.3
42
Not enough data
Platform
8.8
43
Not enough data
8.9
46
Not enough data
9.0
43
Not enough data
8.6
46
Not enough data
8.2
40
Not enough data
8.8
48
Not enough data
8.7
44
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Workforce Management
8.7
157
Not enough data
8.6
147
Not enough data
8.5
138
Not enough data
8.2
135
Not enough data
7.9
103
Not enough data
Administration
8.0
129
Not enough data
8.4
148
Not enough data
8.4
155
Not enough data
7.9
129
Not enough data
8.5
138
Not enough data
Administration
9.3
22
Not enough data
9.0
21
Not enough data
9.3
20
Not enough data
Security
9.4
21
Not enough data
9.6
20
Not enough data
Messaging Channels
9.0
26
Not enough data
9.2
27
Not enough data
9.2
29
Not enough data
9.0
28
Not enough data
Administration
9.0
30
Not enough data
9.0
28
Not enough data
8.7
28
Not enough data
9.0
31
Not enough data
Platform
8.7
126
Not enough data
7.8
111
Not enough data
8.8
145
Not enough data
9.1
147
Not enough data
8.8
142
Not enough data
9.1
140
Not enough data
9.1
141
Not enough data
Generative AI
Feature Not Available
Feature Not Available
Workforce Management
8.9
134
Not enough data
8.8
130
Not enough data
Administrative
9.0
139
Not enough data
8.1
140
Not enough data
Customer Support
9.0
28
Not enough data
8.9
30
Not enough data
8.4
28
Not enough data
Automation
8.8
27
Not enough data
8.5
31
Not enough data
9.0
29
Not enough data
Artificial Intelligence
9.0
29
Not enough data
8.8
29
Not enough data
9.1
27
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
153
|
Verified
Not enough data
8.4
156
|
Verified
Not enough data
8.4
112
Not enough data
8.4
124
Not enough data
8.5
79
Not enough data
Internal Use
8.5
153
|
Verified
Not enough data
8.6
148
|
Verified
Not enough data
8.4
109
|
Verified
Not enough data
8.3
125
|
Verified
Not enough data
8.2
118
|
Verified
Not enough data
8.4
118
|
Verified
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Process
9.0(won by default)
20
Not enough data
9.0(won by default)
22
Not enough data
9.0(won by default)
20
Not enough data
Channels
9.4(won by default)
22
Not enough data
9.2(won by default)
24
Not enough data
9.0(won by default)
24
Not enough data
9.6(won by default)
26
Not enough data
9.4(won by default)
23
Not enough data
Insight
9.5(won by default)
22
Not enough data
9.0(won by default)
26
Not enough data
9.0(won by default)
24
Not enough data
9.4(won by default)
21
Not enough data
Generative AI
Feature Not Available
Not enough data
Platform Basics - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Basic Communication
9.6
53
Not enough data
7.8
37
Not enough data
8.7
42
Not enough data
8.5
39
Not enough data
8.7
45
Not enough data
8.6
45
Not enough data
Access
8.3
44
Not enough data
8.2
38
Not enough data
8.2
39
Not enough data
Advanced Features
8.8
51
Not enough data
8.7
45
Not enough data
9.2
51
Not enough data
Calling
9.3
40
Not enough data
8.2
34
Not enough data
8.8
39
Not enough data
8.6
39
Not enough data
Contacts
8.4
38
Not enough data
8.3
36
Not enough data
8.6
34
Not enough data
Insights
8.4
35
Not enough data
8.7
37
Not enough data
8.6
38
Not enough data
8.3
33
Not enough data
8.1
32
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
Categories
Categories
Shared Categories
Genesys Cloud CX and Twilio Flex are categorized as UCaaS Platforms, VoIP Providers, Call Center Infrastructure (CCI), and Contact Center
Unique Categories
Genesys Cloud CX is categorized as Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, AI Agents, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, Live Chat, Contact Center Workforce, and Proactive Notification
Twilio Flex has no unique categories
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Twilio Flex
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.0%
Financial Services
10.4%
Telecommunications
5.5%
Consumer Services
4.8%
Accounting
4.8%
Other
63.4%
Insurance
20.0%
Information Technology and Services
20.0%
Transportation/Trucking/Railroad
8.0%
Consumer Services
8.0%
Computer Software
8.0%
Other
36.0%
Most Helpful Reviews
Genesys Cloud CX
Most Helpful Favorable Review
Verified User in Law Practice
Available reporting and simple user face.
Most Helpful Critical Review
Jeremy O.
Verified User in Insurance
Reliability and call audio quality have been major challenges.
Twilio Flex
Most Helpful Favorable Review
Verified User in Financial Services
Twilio's approach with Flex is enabling customers and partners to create contact center solutions that previously had never been thought of.
Most Helpful Critical Review
Kevin F.
Verified User in Insurance
Every little change needs engineering support, impossible to customize on the fly or adjust schedules for holidays.
Verified User in Law Practice
Available reporting and simple user face.
Verified User in Financial Services
Twilio's approach with Flex is enabling customers and partners to create contact center solutions that previously had never been thought of.
Jeremy O.
Verified User in Insurance
Reliability and call audio quality have been major challenges.
Kevin F.
Verified User in Insurance
Every little change needs engineering support, impossible to customize on the fly or adjust schedules for holidays.
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