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Genesys Cloud CX vs Qualtrics XM Platform comparison

Genesys and Qualtrics are both solutions in the Customer Experience Management category. Genesys is ranked #5 with an average rating of 8.6, while Qualtrics is ranked #1 with an average rating of 8.8. Genesys holds a 6.6% mindshare in CEM, compared to Qualtrics’s 6.3% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 100% of Qualtrics users who would recommend it.
Genesys Cloud CX
Read 12 Genesys Cloud CX reviews
  • 258 Views
  • 175 Comparison Views
100% willing to recommend
Qualtrics XM Platform
Read 14 Qualtrics XM Platform reviews
  • 306 Views
  • 209 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 4, 2025

Genesys Cloud CX and Qualtrics XM Platform are leading competitors in the digital communication and customer experience management space. Genesys Cloud CX has an edge due to its robust omnichannel capabilities and extensive scalability.

Features: Genesys Cloud CX stands out with predictive engagement, drag-and-drop IVR configuration, and comprehensive reporting and analytics tools. Its flexible cloud-based service deployments and omnichannel capabilities are noteworthy. Qualtrics XM Platform excels in advanced survey capabilities, seamless data integration, and AI-driven text analysis. The platform's real-time feedback features and prebuilt integrations with messaging platforms make it ideal for large-scale feedback consolidation.

Room for Improvement: Genesys Cloud CX could enhance process automation and integration and improve reporting and customization capabilities compared to Genesys Engage. Third-party encryption and cost flexibility require attention. Qualtrics XM Platform needs improved graphical analytics tools, more dynamic survey adjustment features, and better dashboards' speed and flexibility. Enhanced AI capabilities for survey generation would benefit users.

Ease of Deployment and Customer Service: Both platforms offer flexible deployment options for public, private, and hybrid clouds. Genesys Cloud CX provides efficient support but requires improvement in customer service response times in some regions, with reliance on third-party partners for technical support. Qualtrics XM Platform offers easy cloud deployment, although its technical support lacks detailed user feedback. Users can efficiently operate within diverse digital environments.

Pricing and ROI: Genesys Cloud CX features a pay-as-you-go pricing model, which can be cost-effective but is sometimes seen as expensive and inflexible. Its licensing model scales with organizational needs, delivering strong ROI for its comprehensive features. Qualtrics XM Platform offers customizable feature sets and a flexible licensing approach, though it's generally considered expensive. Both platforms are perceived as delivering strong ROI, justified by their business benefits.

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Buyer's Guide
Genesys Cloud CX vs. Qualtrics XM Platform
April 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
6.6
Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.
Sentiment score
7.3
Qualtrics XM Platform enhances brand value through positive feedback, seamless integration, and notable ROI, appealing to big clients.
 

Customer Service

Sentiment score
7.4
Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.
Sentiment score
6.3
Qualtrics XM Platform's customer support is efficient but shows declining quality recently, with benefits from an active online community.
 

Scalability Issues

Sentiment score
7.8
Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.
Sentiment score
7.8
Qualtrics XM Platform is scalable and adaptable, accommodating diverse organizational needs from small teams to large enterprises efficiently.
The scalability of Genesys is excellent.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the Qualtrics XM Platform report
 

Stability Issues

Sentiment score
7.9
Genesys Cloud CX offers strong stability with AWS support, high uptime, and reliable performance backed by redundant networks and support.
Sentiment score
7.9
Qualtrics XM Platform is stable and reliable, with minimal downtime and efficient support, though occasional manageable glitches occur.
 

Room For Improvement

Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.
Users want better Salesforce integration, dynamic surveys, improved analytics, AI, visuals, and dashboard efficiency in Qualtrics XM Platform.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the Qualtrics XM Platform report
 

Setup Cost

Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.
Qualtrics XM Platform's flexible pricing is costly but justified by customization and scalability, with wide-ranging costs and valuable investment.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the Qualtrics XM Platform report
 

Valuable Features

Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.
Qualtrics XM Platform provides user-friendly surveys, AI-driven insights, seamless integrations, and automated processes for effective feedback and satisfaction management.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
For more quotes and insights, download the Genesys Cloud CX report
No quotes available
For more quotes and insights, download the Qualtrics XM Platform report
 

Categories and Ranking

Genesys Cloud CX
Ranking in Customer Experience Management
5th
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (3rd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)
Qualtrics XM Platform
Ranking in Customer Experience Management
1st
Average Rating
8.8
Reviews Sentiment
7.3
Number of Reviews
14
Ranking in other categories
Social CRM (3rd), Survey Software (1st), Customer Feedback Management (1st), Product Management Software (3rd)
 

Mindshare comparison

As of May 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 6.6%, up from 4.5% compared to the previous year. The mindshare of Qualtrics XM Platform is 6.3%, down from 7.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers
The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.
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VinayakMishra - PeerSpot reviewer
Workflows are very good, integrate with a lot of things and effective real-time feedback mechanism
There is a lot to improve in Qualtrics. 1. The dashboard is quite slow compared to other dashboards like Power BI and Tableau. The attractiveness of the dashboard also needs work. For example, if I want to move widgets from one page to another, I have to do it one by one. If there are many widgets, I cannot multi-select and move them. 2. In workflows, they can be categorized into folders. Currently, there is no folder structure. So, Qualtrics should introduce folders where you can put multiple workflows in one place. 3. Qualtrics can also introduce AI features to suggest how to build a survey. For example, if I make a grammatical error or if I input a query that a client is looking for a particular kind of survey with a specific use case, it should automatically suggest some templates for building a survey. There are a lot of things they can improve on. These are just a few.
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Top Industries

By visitors reading reviews
Educational Organization
16%
Financial Services Firm
13%
Computer Software Company
11%
Manufacturing Company
7%
University
13%
Computer Software Company
12%
Government
11%
Educational Organization
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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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What do you like most about Delighted by Qualtrics?
The tool's most valuable feature is its setup process. I find it intuitive, especially regarding tasks like randomization and survey logic. Delighted by Qualtrics is intuitive compared to many comp...
See all answers
What is your experience regarding pricing and costs for Delighted by Qualtrics?
Delighted by Qualtrics is more expensive than the competitor solutions. In my personal experience, even if I imagine that we have a partner running the solution on our behalf, internal resources wi...
See all answers
What needs improvement with Delighted by Qualtrics?
The process of creating, updating, and importing participants needs to be more flexible in Delighted by Qualtrics. When a new user needs to be added into the system, for instance, if someone joined...
See all answers
 

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Compared 31% of the time
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Product Reports

Buyer's Guide
Genesys Cloud CX
April 2025
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
Qualtrics XM Platform
April 2025
Qualtrics XM Platform reportDownload Qualtrics XM Platform product report
 

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
Delighted by Qualtrics, Qualtrics Customer XM, Qualtrics Core XM,
 

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

Qualtrics XM Platform is essential for managing customer and employee experiences through surveys and feedback. It supports market research, employee engagement, and education across industries, facilitated by intuitive survey and data analysis tools.

Organizations efficiently use Qualtrics XM Platform to gather and analyze feedback for enhancing customer and employee experiences. The platform supports a range of applications from customer satisfaction, NPS, and website interaction to employee engagement and market research. Prebuilt integrations and AI-driven insights facilitate data collection and analysis, allowing departments to focus on productivity and content effectiveness. Despite its flexibility, some users note challenges with survey dynamics, data migration, and integration, highlighting potential areas for improvement.

What are the key features of Qualtrics XM Platform?
  • Survey Creation: Offers a user-friendly drag-and-drop interface for easy survey building.
  • Integration: Provides prebuilt integrations to enhance actionable feedback collection.
  • Text iQ: Delivers advanced text analysis to detect sentiments.
  • AI-driven Insights: Enables effortless data collection and analysis.
  • Flexible Workflows: Integrates seamlessly with CRM tools to automate workflows.
  • Real-time Dashboards: Offers visual data representation to simplify decision-making.
What ROI and benefits should users focus on in reviews?
  • Ease of Use: Simplifies complex survey tasks for non-IT personnel.
  • Data Visualization: Provides real-time insights for strategic planning.
  • HR Enhancements: Improves HR processes through automated notifications.
  • Survey Logic: Allows customization to fit diverse needs.

In industries like retail, finance, and education, Qualtrics facilitates data collection through customizable surveys and dashboards. Retailers analyze feedback on purchases, financial institutions assess call center productivity, and educators explore student engagement. The platform's adaptability supports diverse industry needs, despite the need for enhancements in certain features.

Qualtrics
 

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
Aetna, 1 800 Contacts, GE
Buyer's Guide
Genesys Cloud CX vs. Qualtrics XM Platform
April 2025
Free Report: Genesys Cloud CX vs. Qualtrics XM Platform
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