Genesys Cloud CX vs IBM Watson Customer Experience Analytics comparison

Genesys and IBM are both solutions in the Customer Experience Management category. Genesys is ranked #5 with an average rating of 8.6, while IBM is ranked #13. Genesys holds a 5.7% mindshare in CEM, compared to IBM’s 1.8% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 100% of IBM users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

3,805 Views
304 Comparison Views

100% willing to recommend

IBM Watson Customer Experie...

Read 1 IBM Watson Customer Experience Analytics review

420 Views
214 Comparison Views

100% willing to recommend

Genesys Cloud CX

IBM Watson Customer Experie...

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Executive Summary

We performed a comparison between Genesys Cloud CX and IBM Watson Customer Experience Analytics based on real PeerSpot user reviews.

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

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

Buyer's Guide

Customer Experience Management

July 2025

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Helped 863,429 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 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)

IBM Watson Customer Experie...

Ranking in Customer Experience Management

13th

Average Rating

10.0

Reviews Sentiment

8.1

Number of Reviews

Ranking in other categories

Customer Data Analysis (2nd), Web Analytics (29th)

Mindshare comparison

As of July 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 5.7%, up from 5.6% compared to the previous year. The mindshare of IBM Watson Customer Experience Analytics is 1.8%, down from 3.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience 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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Mouhanad Chebib

Techincal Pre-sales Specialist - Collaboration & Customer Engagement Solutions at GBM

Great granular DOM level with excellent analytics and reporting

There are three valuable areas: One of them is the granular DOM level where it captures behaviors on the application. Another is the analytics, because you don't need to provide it with a rule to identify the issues, it will analyze the usage of all the customers accessing that site and see if there are any abnormalities and it will identify unexpected changes in the pattern and that there is something wrong that needs to be checked out. That is extremely useful. Finally, the ability to create meaningful reports and dashboards to tell stories. The reports enable you to re-target customers if they've had any problems.

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

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

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

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

"The stability is really good."

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

"Genesys Cloud is an excellent platform."

"The most valuable feature for me is the WFM tool."

More Genesys Cloud CX pros

"The ability to create meaningful reports and dashboards to tell stories."

Cons

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

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

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

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

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

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

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

"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

"The technical side requires development skills during implementation. This could be simplified."

Pricing and Cost Advice

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

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

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Computer Software Company

11%

Manufacturing Company

Government

No data available

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 14% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 7% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

IBM Watson Commerce Insights vs IBM Watson Customer Experience Analytics

Compared 100% of the time

More IBM Watson Customer Experience Analytics Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

July 2025

Download Genesys Cloud CX product report

Buyer's Guide

Customer Experience Management

July 2025

IBM Watson Customer Experience Analytics report

Download IBM Watson Customer Experience Analytics product report

Also Known As

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

IBM Coremetrics Digital Marketing Optimization aSuite, IBM Tealeaf, IBM Coremetrics Web Analytics

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

IBM Watson Customer Experience Analytics is a powerful tool that enables organizations to gain deep insights into customer behavior and preferences. Its primary use case is to analyze customer interactions across various touchpoints, such as websites, mobile apps, and social media platforms.

The most valuable functionality of Watson Customer Experience Analytics is its ability to provide a holistic view of the customer journey. It combines data from multiple sources, including clickstream data, customer feedback, and sentiment analysis, to deliver comprehensive insights. This allows organizations to understand the entire customer experience, identify pain points, and make data-driven decisions to improve customer satisfaction.

By leveraging advanced analytics and AI capabilities, Watson Customer Experience Analytics helps organizations uncover hidden patterns and trends in customer behavior. It provides actionable insights that enable businesses to optimize their marketing strategies, personalize customer experiences, and enhance overall customer satisfaction.

Furthermore, this tool helps organizations identify opportunities for cross-selling and upselling by understanding customer preferences and purchase patterns. It also enables businesses to proactively address customer issues and reduce churn by identifying dissatisfied customers and resolving their concerns promptly.

IBM

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

IMM, Whogohost Ltd., Stonyfield, Grupo WTW, Big Scary Cranium, Brockenhurst College, SiteMinis, RCI Banque Espana

Buyer's Guide

Customer Experience Management

July 2025

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We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.