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Genesys Cloud CX vs Openscape Contact Center [EOL] comparison

Why PeerSpot?
The compared Genesys and Siemens solutions aren't in the same category. Genesys is ranked #1 in CCP , with an average rating of 9.0, and holds a 10.6% mindshare in the category. Additionally, 100% of Genesys users are willing to recommend the solution.
Genesys Cloud CX
Read 18 Genesys Cloud CX reviews
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  • 4,045 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Genesys Cloud CX and Openscape Contact Center [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Amazon Web Services (AWS), Five9 and others in Contact Center Platforms.

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Buyer's Guide
Contact Center Platforms
October 2026
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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:
 

Categories and Ranking

Genesys Cloud CX
Average Rating
8.8
Reviews Sentiment
6.4
Number of Reviews
18
Ranking in other categories
Contact Center Platforms (1st), Workforce Engagement Management (1st), Customer Experience Management (5th), Contact Center as a Service (CCaaS) (1st)
Openscape Contact Center [EOL]
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
 

Featured Reviews

JB
Julien Baluka
Founder at SJT Consult
Omnichannel contact center has unified customer interactions and delivers smarter routing
Regarding scripters, I should clarify that Genesys Cloud CX dashboards provide real-time data, showing call counts, satisfaction levels, and pending interactions in the queue. Agents can see their workload and know when to take breaks, with managers benefiting from comprehensive team management. We also created dashboards tailored for point-of-sale locations managed by Genesys Cloud CX, and overall, we have been very satisfied. However, I should note that the dashboards are somewhat basic in functionality, making it challenging for an agent to build visually appealing dashboards compared to other market solutions where drag-and-drop features are simpler. My overall experience with Genesys Cloud CX has been positive but should be seen in perspective, as nothing is purely black or white; there are shades of gray. While the metrics and system capabilities reflected success, our goal in implementing Genesys Cloud CX was to standardize processes. Thus, we faced challenges related to change management due to the tool's complexity. It required extensive training, especially for predictive elements, because it is a business-class tool not suited for everyone and often demands several months of training.
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Top Industries

By visitors reading reviews
Manufacturing Company
14%
Financial Services Firm
10%
Outsourcing Company
9%
Comms Service Provider
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business7
Midsize Enterprise1
Large Enterprise12
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 is your experience regarding pricing and costs for Genesys Cloud?
My experience with pricing, setup cost, and licensing for Genesys Cloud CX is that the pricing is a little high. Integration is not that difficult, but the integration with the application that I a...
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What needs improvement with Genesys Cloud?
Genesys Cloud CX can be improved by reducing the cost a little bit for a smaller company to be on board with Genesys Cloud CX. They can also make study materials easily available, so I do not need ...
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Comparisons

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Amazon Connect vs Genesys Cloud CX Logo
Amazon Connect vs Genesys Cloud CX
Compared 5% of the time
Five9 vs Genesys Cloud CX Logo
Five9 vs Genesys Cloud CX
Compared 5% of the time
Avaya Infinity Platform vs Genesys Cloud CX Logo
Avaya Infinity Platform vs Genesys Cloud CX
Compared 3% of the time
Cisco Webex Contact Center vs Genesys Cloud CX Logo
Cisco Webex Contact Center vs Genesys Cloud CX
Compared 3% of the time
More Genesys Cloud CX Competitors
Mitel Contact Center Solutions vs Openscape Contact Center [EOL] Logo
Mitel Contact Center Solutions vs Openscape Contact Center [EOL]
Compared 52% of the time
More Openscape Contact Center [EOL] Competitors
 

Product Reports

Buyer's Guide
Genesys Cloud CX
October 2026
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
Contact Center Infrastructure
October 2026
Openscape Contact Center [EOL] reportDownload Openscape Contact Center [EOL] product report
 

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
No data available
 

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

OpenScape Contact Center Enterprise is an integrated multi-channel contact center solution featuring advanced skills-based routing for the mid-to-large contact center, with up to 1,500 active agents on a single server. Multiple OpenScape Contact Center Enterprise servers can be networked across physical or virtual sites for increased scalability to up to 7,500 active agents.

Siemens
 

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
Information Not Available
Buyer's Guide
Contact Center Platforms
October 2026
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