Genesys Cloud CX vs IFS Cloud Platform comparison

Genesys and IFS are both solutions in the Customer Experience Management category. Genesys is ranked #3 with an average rating of 8.6, while IFS is ranked #9 with an average rating of 6.5. Genesys holds a 3.5% mindshare in CEM, compared to IFS’s 2.1% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 87% of IFS users who would recommend it.

Genesys Cloud CX

Read 13 Genesys Cloud CX reviews

4,966 Views
844 Comparison Views

100% willing to recommend

IFS Cloud Platform

Read 31 IFS Cloud Platform reviews

5,297 Views
424 Comparison Views

87% willing to recommend

Genesys Cloud CX

IFS Cloud Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 4, 2025

Genesys Cloud CX and IFS Cloud Platform compete in the enterprise software market, focusing on contact center and ERP solutions, respectively. Genesys Cloud CX stands out in contact center functionalities, while IFS Cloud Platform excels in comprehensive ERP capabilities across industries.

Features: Genesys Cloud CX offers elastic scalability, WhatsApp implementation, chatbots, and omnichannel capabilities, along with a drag-and-drop IVR system and seamless AWS integration. IFS Cloud Platform is known for flexible customization, robust architecture supporting ERP processes, and comprehensive industry-specific reports and workflows.

Room for Improvement: Genesys Cloud CX could enhance process automation, integration capabilities, and reporting customization, with users desiring pricing flexibility and better troubleshooting access. IFS Cloud Platform needs to improve integration processes, support services, and workflow streamlining, with a call for enhanced training and support documentation.

Ease of Deployment and Customer Service: Genesys Cloud CX uses public cloud deployment for straightforward implementation, generally reliable with some support delays. IFS Cloud Platform offers various deployment options, though complexity arises from its broad capabilities. Customer support experiences vary, with some praising the service while others report slow responses.

Pricing and ROI: Genesys Cloud CX follows a pay-as-you-go model, considered expensive yet offering strong ROI through enhanced contact capabilities. IFS Cloud Platform uses a user-based pricing model, valued for ERP functionalities that justify the cost, especially among larger enterprises. Both platforms provide significant value within their specific areas despite higher costs.

To learn more, read our detailed Genesys Cloud CX vs. IFS Cloud Platform Report (Updated: December 2025).

Buyer's Guide

Genesys Cloud CX vs. IFS Cloud Platform

December 2025

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Review summaries and opinions

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

ROI

Sentiment score

6.3

Genesys Cloud CX boosts profit margins and user satisfaction, but renewal pricing often misaligns with clients' expectations.

Sentiment score

5.1

Users reported improved operations and financial reporting with IFS Cloud, seeing up to 4.5x ROI over 18 months.

In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the IFS Cloud Platform report

Customer Service

Sentiment score

7.6

Genesys Cloud CX support is generally responsive and reliable, though experiences vary depending on complexity, client size, and region.

Sentiment score

5.7

Australian support is strong with expert consultants, but timeliness and service consistency vary, impacting resolution times and communication.

The impact of the real-time dashboards on the decision-making processes is excellent.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Genesys support is very good.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the IFS Cloud Platform report

Scalability Issues

Sentiment score

7.2

Genesys Cloud CX is praised for its user-friendly scalability, supporting extensive call centers with frequent feature updates and easy onboarding.

Sentiment score

7.8

IFS Cloud Platform is scalable for businesses of all sizes, though some face complexity in updates and dependency management.

The scalability of Genesys is excellent.

PeterDunkley

BA at Rise Asia Technology Limited

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

For more quotes and insights, download the Genesys Cloud CX report

IFS Cloud Platform has standard functionalities that follow the standard supply chain management processes, and it is easy to customize or configure.

Thangaraj Ramasamy

Consultant at Arcwide

For more quotes and insights, download the IFS Cloud Platform report

Stability Issues

Sentiment score

7.8

Genesys Cloud CX is highly stable and reliable, supported by AWS, with prompt issue resolution and minimal downtime.

Sentiment score

8.0

IFS Cloud Platform is praised for stability and reliability, with rare downtime, and depends on client maintenance and setup.

I have never seen it go down.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

Now, with the drastic developments especially in the cloud applications known as Arena on IFS Cloud Platform, it has improved tremendously.

Thangaraj Ramasamy

Consultant at Arcwide

For more quotes and insights, download the IFS Cloud Platform report

Room For Improvement

Genesys Cloud CX requires enhancements in automation, integration, customization, pricing flexibility, support, and user autonomy for improved user satisfaction.

IFS Cloud Platform requires usability, integration, and support improvements, along with enhanced customization, AI, and simplified user experience.

If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

There is room for improvement in the solution's pricing structure.

AB370

Manager, Customer Experience Country (France) at Stellantis

Their WFM product is still pretty immature.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

There is not much available online, and the documentation availability is on the lower side compared to other products, especially Maximo.

reviewer2642043

Senior Director at a consultancy with 1,001-5,000 employees

They are working on IFS AI, but we have not explored much into that yet, and if they want to keep their competitive edge, that is an area they need to concentrate on.

Thangaraj Ramasamy

Consultant at Arcwide

For more quotes and insights, download the IFS Cloud Platform report

Setup Cost

Genesys Cloud CX offers flexible subscription pricing perceived as costly, but its features and scalability provide substantial value.

IFS Cloud Platform offers competitive pricing, best for large enterprises, with scalable value similar to SAP and Oracle.

Genesys' licensing model is flexible, though not the cheapest.

PeterDunkley

BA at Rise Asia Technology Limited

Overall it's affordable, as indicated by a pricing rating of four out of ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the IFS Cloud Platform report

Valuable Features

Genesys Cloud CX provides reliable, scalable customer engagement tools with omnichannel capabilities, user-friendly design, and advanced AI integration.

IFS Cloud Platform offers customizable pricing, robust integration, intuitive interface, and excels in enterprise management with adaptable features.

It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.

PeterDunkley

BA at Rise Asia Technology Limited

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

AB370

Manager, Customer Experience Country (France) at Stellantis

For more quotes and insights, download the Genesys Cloud CX report

Thangaraj Ramasamy

Consultant at Arcwide

There are fewer fields on the user screen compared to other products.

reviewer2642043

Senior Director at a consultancy with 1,001-5,000 employees

For more quotes and insights, download the IFS Cloud Platform report

Categories and Ranking

Genesys Cloud CX

Ranking in Customer Experience Management

3rd

Average Rating

8.8

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

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

IFS Cloud Platform

Ranking in Customer Experience Management

9th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

CRM (35th), Field Service Management (2nd), Help Desk Software (21st), ERP (19th), Activity Based Costing Software (9th), Enterprise Asset Management (EAM) (4th), Local Government CRM (15th), IT Asset Management (15th), IT Service Management (ITSM) (19th), License Management (2nd)

Mindshare comparison

As of January 2026, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 3.5%, down from 6.4% compared to the previous year. The mindshare of IFS Cloud Platform is 2.1%, down from 2.7% 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	3.5%
IFS Cloud Platform	2.1%
Other	94.4%

Customer Experience Management

Featured Reviews

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Unified omnichannel platform has boosted agent efficiency and improved AI‑driven customer journeys

In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.

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Thangaraj Ramasamy

Consultant at Arcwide

Has supported project management and business customization through strong modular flexibility

The cloud feature in IFS Cloud Platform is predominantly valuable, especially the enterprise asset management module, which IFS has very good business into, along with strong finance, project management, and supply chain management modules; these are the major modules that are performing well with IFS, and the cloud options along with user-friendly customizations for any technical developments are additional advantages. The integration of IoT with IFS Cloud Platform is performing well, enabling us to integrate with predominantly any third party through the standard inbuilt connectors that are readily available, and if we need to customize the integration, we can certainly do that too.

Read full review

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

Computer Software Company

14%

Manufacturing Company

12%

Comms Service Provider

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	14
Midsize Enterprise	9
Large Enterprise	10

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.

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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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What is your experience regarding pricing and costs for IFS Applications?

The product is reasonably priced. The costs are justified by the value provided, considering the comprehensive features and minimal need for customization. I rate the pricing a seven out of ten.

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What needs improvement with IFS Applications?

When it comes to AI, I feel that is the area where we expect something more from IFS Cloud Platform. They are working on IFS AI, but we have not explored much into that yet, and if they want to kee...

See all answers

What is your primary use case for IFS Applications?

Currently, I am working with Arcwide, which is a service industry that predominantly focuses on IFS consulting, including IFS implementations, rollouts, upgrades, and support services.

See all answers

Comparisons

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Compared 16% of the time

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Five9 vs Genesys Cloud CX

Compared 7% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 5% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

SAP ERP vs IFS Cloud Platform

Compared 14% of the time

IBM Maximo vs IFS Cloud Platform

Compared 6% of the time

Oracle E-Business Suite vs IFS Cloud Platform

Compared 6% of the time

IFS assyst vs IFS Cloud Platform

Compared 4% of the time

ServiceNow vs IFS Cloud Platform

Compared 4% of the time

More IFS Cloud Platform Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

January 2026

Download Genesys Cloud CX product report

Buyer's Guide

IFS Cloud Platform

January 2026

Download IFS Cloud Platform product report

Also Known As

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

IFS Applications, Assyst, IFS Cloud

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

IFS is the world’s leading provider of Industrial AI and enterprise software for hardcore businesses that make, service, and power our planet. Our technology enables businesses which manufacture goods, maintain complex assets, and manage service-focused operations to unlock the transformative power of Industrial AI™ to enhance productivity, efficiency, and sustainability. Industrial AI is IFS.ai.

IFS Cloud is a fully composable AI-powered platform, designed for ultimate flexibility and adaptability to our customers’ specific requirements and business evolution. It spans the needs of Enterprise Resource Planning (ERP), Enterprise Asset Management (EAM), Supply Chain Management (SCM), Information Technology Service Management (ITSM), and Field Service Management (FSM). IFS technology leverages AI, machine learning, real-time data and analytics to empower our customers to make informed strategic decisions and excel at their Moment of Service™.

IFS

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

China Airlines, Electrolux Group, Babcock, Cimcorp, Sky, Multiplex, Veolia.

Buyer's Guide

Genesys Cloud CX vs. IFS Cloud Platform

December 2025

Free Report: Genesys Cloud CX vs. IFS Cloud Platform

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