Genesys Cloud CX vs Genesys PureConnect [EOL] comparison

Genesys Cloud CX and Genesys PureConnect [EOL] are both solutions in the Workforce Engagement Management category. Additionally, 100% of Genesys Cloud CX users are willing to recommend the solution, compared to 100% of Genesys PureConnect [EOL] users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

4,639 Views
1,392 Comparison Views

100% willing to recommend

Genesys PureConnect [EOL]

Read 1 Genesys PureConnect [EOL] review

100% willing to recommend

Genesys Cloud CX

Genesys PureConnect [EOL]

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Executive Summary

We performed a comparison between Genesys Cloud CX and Genesys PureConnect [EOL] 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: November 2025).

Buyer's Guide

Workforce Engagement Management

November 2025

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Helped 879,310 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

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (2nd)

Genesys PureConnect [EOL]

Average Rating

9.0

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

PeterDunkley

BA at Rise Asia Technology Limited

Real-time analytics enhances decision-making through improved visibility

Genesys offers many improvements across the piece. Generally, all of them improve somehow, especially if you move from legacy solutions. The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys. Additionally, the integration capabilities are very good because it is API-based and offers prebuilt integrations. The speech analytics and customer sentiment analysis are ongoing projects.

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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

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

"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."

"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 stability is really good."

"Genesys Cloud is an excellent platform."

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

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

More Genesys Cloud CX pros

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

Cons

"Their WFM product is still pretty immature."

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

"AI still needs improvement when it comes to predictive engagement."

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

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

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

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

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

More Genesys Cloud CX cons

"Customer support can sometimes be delayed."

Pricing and Cost Advice

"The pricing is a bit expensive."

"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 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

15%

Manufacturing Company

10%

Computer Software Company

Healthcare Company

Financial Services Firm

16%

Outsourcing Company

Insurance Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

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.

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Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 16% of the time

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

NICE CXone vs Genesys PureConnect [EOL]

Compared 16% of the time

Kamailio SIP Server vs Genesys PureConnect [EOL]

Compared 15% of the time

Cisco Jabber vs Genesys PureConnect [EOL]

Compared 10% of the time

Calabrio ONE vs Genesys PureConnect [EOL]

Compared 8% of the time

Five9 vs Genesys PureConnect [EOL]

Compared 8% of the time

More Genesys PureConnect [EOL] Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

December 2025

Download Genesys Cloud CX product report

Buyer's Guide

Workforce Engagement Management

November 2025

Download Genesys PureConnect [EOL] 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

November 2025

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