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- Genesys Cloud CX-vs-Zoom Contact Center
Compare Genesys Cloud CX and Zoom Contact Center 
At a Glance
Market Segments
Mid-Market (46.2% of reviews)
Mid-Market (48.1% of reviews)
Entry-Level Pricing
No pricing available
Starting at $69.00 1 Agent Per Month
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 CXZoom Contact Center
Star Rating
(27)4.5 out of 5
Market Segments
Mid-Market (48.1% of reviews)
Entry-Level Pricing
Starting at $69.00 1 Agent Per Month
Browse all 3 pricing plansSummary
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 Summarization features, scoring 9.2 and 8.3 respectively. In contrast, Zoom Contact Center's AI features, while functional, received lower scores, with AI Text Generation at 7.3 and AI Text Summarization at 7.4, indicating a less robust offering in this area.
- Reviewers mention that Genesys Cloud CX provides superior quality of support, with a score of 8.1 compared to Zoom Contact Center's 9.0. Users on G2 appreciate the responsiveness and helpfulness of Genesys' support team, while some users of Zoom have noted delays in response times.
- G2 users highlight that Genesys Cloud CX offers a more comprehensive omnichannel experience, scoring 8.6, particularly in voice and social media channels. In contrast, Zoom Contact Center's social media channel scored significantly lower at 6.5, suggesting a gap in its omnichannel capabilities.
- Users say that Genesys Cloud CX shines in its workforce management features, particularly in agent availability and skills management, both scoring above 8.5. Conversely, Zoom Contact Center's performance in these areas is less impressive, with scores around 7.9, indicating potential challenges in managing workforce efficiency.
- Reviewers mention that Genesys Cloud CX's customization options are robust, with a score of 8.7 for its customization interface, allowing for tailored user experiences. Zoom Contact Center, while offering customization, received a lower score of 8.0, suggesting it may not meet all user needs as effectively.
- Users report that Genesys Cloud CX's reporting and analytics features are more advanced, with a score of 8.1, providing deeper insights into performance metrics. In contrast, Zoom Contact Center's reporting features scored lower at 7.9, indicating a less comprehensive analytics capability.
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Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableZoom Contact Center
Essentials
Starting at $69.00
1 Agent Per Month
For IT help desk, inbound contact center, and core omnichannel contact center
- AI Companion
- Flow Editor + IVR
- Real-Time Transcription
Free Trial
Genesys Cloud CX
Free Trial is available
Zoom Contact Center
No trial information availableRatings
Meets Requirements
8.6
985
8.7
25
Ease of Use
8.9
992
9.2
26
Ease of Setup
8.3
564
8.9
17
Ease of Admin
8.4
551
8.9
15
Quality of Support
8.1
942
9.0
25
Has the product been a good partner in doing business?
8.4
547
9.6
15
Product Direction (% positive)
8.7
888
10.0
27
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
8.8
17
8.2
173
6.5
11
8.5
206
|
Verified
7.5
12
8.4
174
|
Verified
7.0
14
8.3
205
|
Verified
6.7
11
Generative AI
Feature Not Available
Feature Not Available
Functions
8.7
364
|
Verified
8.8
17
8.7
373
|
Verified
9.0
18
8.7
310
|
Verified
8.6
16
8.3
204
|
Verified
7.1
12
8.4
215
|
Verified
6.7
10
9.1
286
|
Verified
7.6
14
8.8
273
|
Verified
7.7
15
8.6
214
7.2
15
Administrative
8.3
327
|
Verified
6.8
12
8.7
367
|
Verified
8.8
15
7.5
402
|
Verified
7.9
18
8.8
259
|
Verified
8.9
18
8.4
229
7.5
12
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
Not enough data
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
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 Zoom Contact Center are categorized as Contact Center
Unique Categories
Genesys Cloud CX is categorized as Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, AI Agents, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP, Contact Center Workforce, Call Center Infrastructure (CCI), and Proactive Notification
Zoom Contact Center 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.)
Zoom Contact Center
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%
Farming
33.3%
Higher Education
11.1%
Transportation/Trucking/Railroad
7.4%
Retail
7.4%
Legal Services
7.4%
Other
33.3%
Most Helpful Reviews
Genesys Cloud CX
Most Helpful Favorable Review
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
Verified User in Consumer Goods
The terrible connection issues and bugs that are consistently experienced.
Zoom Contact Center
Most Helpful Favorable Review
Verified User in Farming
It was pretty easy to use. It gives us the ability to do some in-depth analysis on calls coming in.
Most Helpful Critical Review
Brian S.
Verified User in Legal Services
Support misses the question asked or doesn't have an answer.
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...
Verified User in Farming
It was pretty easy to use. It gives us the ability to do some in-depth analysis on calls coming in.
Verified User in Consumer Goods
The terrible connection issues and bugs that are consistently experienced.
Brian S.
Verified User in Legal Services
Support misses the question asked or doesn't have an answer.
Alternatives
Discussions
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
Anyone integrated PureCloud with custom CRM?
5 comments
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
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
Zoom Contact Center has no discussions with answers
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