Genesys Cloud CX vs Zoho CRM Plus comparison

Genesys and Zoho are both solutions in the Customer Experience Management category. Genesys is ranked #3 with an average rating of 8.6, while Zoho is ranked #8 with an average rating of 8.3. Genesys holds a 3.5% mindshare in CEM, compared to Zoho’s 1.2% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 87% of Zoho users who would recommend it.

Genesys Cloud CX

Read 13 Genesys Cloud CX reviews

4,966 Views
844 Comparison Views

100% willing to recommend

Zoho CRM Plus

Read 8 Zoho CRM Plus reviews

365 Views
365 Comparison Views

87% willing to recommend

Genesys Cloud CX

Zoho CRM Plus

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 4, 2025

Genesys Cloud CX and Zoho CRM Plus are competitive offerings in the realms of customer experience management and customer relationship management. Each product has unique advantages, with Genesys Cloud CX excelling in contact center capabilities and analytics, while Zoho CRM Plus offers extensive CRM functionalities.

Features: Genesys Cloud CX distinguishes itself with robust contact center capabilities, seamless integration, and strong analytics tools. It offers a cloud-first design with scalability and flexibility for complex customer interactions. Zoho CRM Plus, meanwhile, incorporates marketing automation, social media, and customer analytics features, making it ideal for comprehensive CRM applications.

Room for Improvement: Genesys Cloud CX could improve in areas of affordable pricing and broader CRM functionalities to better compete with multi-faceted solutions. Additionally, its user interface might be seen as complex for new users. Zoho CRM Plus would benefit from enhancing its contact center capabilities, stronger analytics tools, and more advanced integration options to handle complex customer service needs.

Ease of Deployment and Customer Service: Genesys Cloud CX offers a scalable cloud-first deployment model with dedicated customer support that aids in seamless system integration. Zoho CRM Plus provides an intuitive cloud-based system focusing on quick onboarding and offers comprehensive support via multiple channels, catering to rapid deployment and consistent customer service.

Pricing and ROI: Genesys Cloud CX generally involves higher upfront costs but promises strong ROI for large-scale operations needing detailed analytics and interaction tools. Zoho CRM Plus offers a more budget-friendly setup, providing integrated CRM services at a lower entry cost with good ROI for small to medium-sized businesses.

To learn more, read our detailed Genesys Cloud CX vs. Zoho CRM Plus Report (Updated: December 2025).

Buyer's Guide

Genesys Cloud CX vs. Zoho CRM Plus

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:

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)

Zoho CRM Plus

Ranking in Customer Experience Management

8th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

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 Zoho CRM Plus is 1.2%, down from 2.1% 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%
Zoho CRM Plus	1.2%
Other	95.3%

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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RamilCerrada

Solution architect at SM Supermalls

Customer interactions improve as operations streamline with increased efficiency

Our primary use case for Zoho CRM Plus is centered around customer service. We aim to have a common customer database and a platform that effectively manages all aspects of customer management. We are particularly focused on gathering information about customer sentiments, for which Zoho CRM Plus…

Read full review

Quotes from Members

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

Pros

"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."

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

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

"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."

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

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

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

"Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively."

More Genesys Cloud CX pros

"The tool's features and performance are good."

"Zoho CRM Plus is simple, easy to manage, and includes ready-to-use integrations."

"The product's most valuable feature is the ability to document information and meetings and track tasks for the business development process."

"The tool's most valuable features are sales module, pipeline, accounts, and reports analytics. It is a flexible solution. Our teams are more organized and well-informed about any deal movements. Additionally, the reports generated are critical for management, keeping them aware of what is happening at various business levels."

"My advice is to use Zoho CRM Plus because it deserves a rating of nine."

"The tool is a simple solution that is easy to use. It helps with team collaboration."

"Zoho CRM Plus significantly enhances our customer satisfaction, which aligns with our goal of improving solutions for customer relations management."

"The product has valuable stability features."

Cons

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

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

"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."

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

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

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

"Their WFM product is still pretty immature."

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

More Genesys Cloud CX cons

"Zoho CRM Plus needs to have more detailed reports."

"Zoho Desk would benefit from being a multi-tenant tool, which is crucial for service providers with a large customer base."

"We have faced issues with Zoho CRM Plus' technical support and integrations. Its technical support is not seamless."

"Zoho CRM Plus needs improvement on mobile app functionality. HubSpot and Salesforce CRMs are more feature-rich and have greater functionalities than Zoho CRM Plus."

"Data quality controls or some sort of tools could be improved. The aspect of data validations could be enhanced."

"Zoho CRM Plus's configuration process could be improved."

"There is no single platform that can streamline everything effortlessly, which makes our setup complex."

"Zoho CRM Plus's UI could be more user-friendly."

Pricing and Cost Advice

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

"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."

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

"I rate the solution's pricing a three out of ten. It is very affordable."

"The tool's pricing is competitive and unbelievable. Its licensing costs are yearly."

"It is an affordable product."

"The tool's pricing is moderate, and licensing costs are yearly."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

No data available

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	6
Midsize Enterprise	1
Large Enterprise	1

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...

See all answers

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

What do you like most about Zoho CRM Plus?

The product's most valuable feature is the ability to document information and meetings and track tasks for the business development process.

See all answers

What needs improvement with Zoho CRM Plus?

Zoho Desk ( /products/zoho-desk-reviews ) would benefit from being a multi-tenant tool, which is crucial for service providers with a large customer base. Additionally, better integration support a...

See all answers

What is your primary use case for Zoho CRM Plus?

I use Zoho CRM Plus ( /products/zoho-crm-plus-reviews ) to manage customer records and track the journey from prospects to customers. It involves using different pipelines for various products, sim...

See all answers

Comparisons

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Compared 16% of the time

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Compared 5% of the time

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Product Reports

Buyer's Guide

Genesys Cloud CX

January 2026

Download Genesys Cloud CX product report

Buyer's Guide

Customer Experience Management

January 2026

Download Zoho CRM Plus 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

Zoho CRM Plus enhances business development and customer management efforts with robust capabilities in sales pipeline tracking, team collaboration, and information organization to support business growth.

Zoho CRM Plus is a comprehensive platform designed for enhancing sales processes, business growth, and customer engagement strategies. It provides businesses with tools for task tracking, information documentation, collaboration, and robust sales modules that facilitate flexible organization. Reports and analytics provide valuable insights into business performance. While users appreciate its simplicity and performance, they note areas for improvement, such as interface design, technical support, and integration capabilities. The system supports adding new customers, patient monitoring, reaching VIPs, and tracking sales leads to align teams on deal progress and organizational goals.

What are the key features of Zoho CRM Plus?

Sales Module: Facilitates efficient management of sales pipelines, accounts, and analytics.
Task Tracking: Helps teams document and monitor tasks seamlessly.
Team Collaboration: Enhances alignment and communication across teams.
Reports and Analytics: Offers insights for different business levels.

What benefits and ROI should users look for?

Improved Team Alignment: Simplifies communication and information sharing.
Enhanced Sales Tracking: Streamlines lead and pipeline management.
Insightful Analytics: Provides essential insights for decision-making.

In industries like healthcare, Zoho CRM Plus is used for patient monitoring and improving care through better customer engagement. In business development, it aids in tracking leads and managing pipelines to achieve growth objectives. The platform's ease of use makes it adaptable across sectors, although some prefer competitors like HubSpot and Salesforce for their advanced features.

Zoho

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

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Buyer's Guide

Genesys Cloud CX vs. Zoho CRM Plus

December 2025

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