Genesys Cloud CX vs Genesys PureConnect comparison

Genesys Cloud CX and Genesys PureConnect are both solutions in the Workforce Engagement Management category. Genesys Cloud CX is ranked #1 with an average rating of 8.6, while Genesys PureConnect is ranked #5. Genesys Cloud CX holds a 23.5% mindshare in CCO, compared to Genesys PureConnect’s 8.1% mindshare. Additionally, 100% of Genesys Cloud CX users are willing to recommend the solution, compared to 100% of Genesys PureConnect users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,434 Views
914 Comparison Views

100% willing to recommend

Genesys PureConnect

Read 1 Genesys PureConnect review

614 Views
95 Comparison Views

100% willing to recommend

Genesys Cloud CX

Genesys PureConnect

Comparison Buyer's Guide

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Executive Summary

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

Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management.

To learn more, read our detailed Workforce Engagement Management Report (Updated: May 2025).

Buyer's Guide

Workforce Engagement Management

May 2025

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Helped 856,873 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

Genesys Cloud CX

Ranking in Workforce Engagement Management

1st

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (3rd)

Genesys PureConnect

Ranking in Workforce Engagement Management

5th

Average Rating

9.0

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

Contact Center Infrastructure (13th), Unified Communications (8th), IP Telephony & Unified Communications (8th)

Mindshare comparison

As of June 2025, in the Workforce Engagement Management category, the mindshare of Genesys Cloud CX is 23.5%, down from 30.8% compared to the previous year. The mindshare of Genesys PureConnect is 8.1%, down from 16.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management

Featured Reviews

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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Mohamed-Saber

Sr. Genesys System Engineer at a tech services company with 201-500 employees

Provides great functionality

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs. As of now, they are doing great in all areas and they…

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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

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

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

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

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

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

"Genesys is brilliant concerning stability."

"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."

"The integration of CTI within the IT system is a particularly valuable feature."

More Genesys Cloud CX pros

"Can integrate with a lot of gateways in voice."

Cons

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

"Their WFM product is still pretty immature."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

"Their WFM product is still pretty immature."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

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

"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."

More Genesys Cloud CX cons

"Customer support can sometimes be delayed."

Pricing and Cost Advice

"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."

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Educational Organization

11%

Computer Software Company

10%

Healthcare Company

Financial Services Firm

14%

Computer Software Company

11%

Manufacturing Company

10%

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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...

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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

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Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 6% of the time

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NICE CXone vs Genesys PureConnect

Compared 13% of the time

Kamailio SIP Server vs Genesys PureConnect

Compared 12% of the time

Cisco Jabber vs Genesys PureConnect

Compared 12% of the time

Calabrio ONE vs Genesys PureConnect

Compared 8% of the time

Five9 vs Genesys PureConnect

Compared 7% of the time

More Genesys PureConnect Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

June 2025

Download Genesys Cloud CX product report

Buyer's Guide

Workforce Engagement Management

May 2025

Download Genesys PureConnect product report

Also Known As

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

Interactive Intelligence Customer Interaction Center, CIC

Overview

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

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

Genesys

Sample Customers

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

Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB

Buyer's Guide

Workforce Engagement Management

May 2025

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