DIGITAL CX vs Genesys Cloud CX comparison

RingCentral and Genesys are both solutions in the Customer Experience Management category. RingCentral is ranked #20 with an average rating of 9.0, while Genesys is ranked #5 with an average rating of 8.6. RingCentral holds a 0.8% mindshare in CEM, compared to Genesys’s 4.1% mindshare. Additionally, 100% of RingCentral users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.

DIGITAL CX

Read 1 DIGITAL CX review

302 Views
145 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

4,006 Views
481 Comparison Views

100% willing to recommend

DIGITAL CX

Genesys Cloud CX

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Executive Summary

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

Find out what your peers are saying about Salesforce, Qualtrics, ServiceNow and others in Customer Experience Management.

To learn more, read our detailed Customer Experience Management Report (Updated: August 2025).

Buyer's Guide

Customer Experience Management

August 2025

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Helped 868,183 peers since 2012

Review summaries and opinions

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

Categories and Ranking

DIGITAL CX

Ranking in Customer Experience Management

20th

Average Rating

9.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Customer Communications Management (CCM) (3rd), Social CRM (7th)

Genesys Cloud CX

Ranking in Customer Experience Management

5th

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)

Mindshare comparison

As of September 2025, in the Customer Experience Management category, the mindshare of DIGITAL CX is 0.8%, down from 1.4% compared to the previous year. The mindshare of Genesys Cloud CX is 4.1%, down from 6.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	4.1%
DIGITAL CX	0.8%
Other	95.1%

Customer Experience Management

Featured Reviews

reviewer1295121

Executive Vice President Operations and IT at a consultancy with 1-10 employees

Advanced VoIP functions that scales well and integrates AI

I am primarily working with Zoom products, including Zoom Video, Zoom Phone, Zoom Rooms, Zoom Webinar, and Zoom Contact Center. I also have experience with RingCentral, where I have helped customers with their phone system and resolving configuration issues RingCentral has a good implementation…

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AB370

Manager, Customer Experience Country (France) at Stellantis

Enhanced customer interaction with integrated CTI improves service operations

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…

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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

"RingCentral has a good implementation of voice over IP and is easy to use, enabling a range of VoIP functions."

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

"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

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

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

"Genesys Cloud is an excellent platform."

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

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

"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."

More Genesys Cloud CX pros

Cons

"RingCentral could improve by incorporating more advanced AI functionalities, as Zoom currently has AI integrated across their products."

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

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

"Their WFM product is still pretty immature."

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

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

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

More Genesys Cloud CX cons

Pricing and Cost Advice

Information not available

"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."

"The pricing is a bit expensive."

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

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

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868,183 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Financial Services Firm

14%

Computer Software Company

10%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	5

Questions from the Community

What is your experience regarding pricing and costs for DIGITAL CX?

Pricing on RingCentral can be confusing due to numerous surcharges and fees, making it important to consider all fees for a true comparison with other services. Zoom, however, is more competitive a...

See all answers

What needs improvement with DIGITAL CX?

RingCentral could improve by incorporating more advanced AI functionalities, as Zoom currently has AI integrated across their products.

See all answers

What is your primary use case for DIGITAL CX?

See all answers

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...

See all answers

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.

See all answers

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.

See all answers

Comparisons

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Compared 100% of the time

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Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 7% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 7% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

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Product Reports

Buyer's Guide

Customer Experience Management

August 2025

Download DIGITAL CX product report

Buyer's Guide

Genesys Cloud CX

September 2025

Download Genesys Cloud CX product report

Also Known As

Dimelo, a Ring Central Company

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

Overview

Connect with customers across 20+ digital touchpoints like the web, social media, messaging apps, review platforms and your custom channels.

RingCentral

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.

Genesys

Sample Customers

Orange, SCNF, AXA, Total, Cdiscount, DB, PMU, Ooredoo, Telenor, BNP...

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

Buyer's Guide

Customer Experience Management

August 2025

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Find out what your peers are saying about Salesforce, Qualtrics, ServiceNow and others in Customer Experience Management. Updated: August 2025.

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