CloudTalk vs Genesys Cloud
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
CloudTalk offers more features (69 vs 65) and more integrations (20 vs 5). Starting price: CloudTalk at $27/mo vs Genesys Cloud at $75/mo. CloudTalk has 68 unique features while Genesys Cloud has 64 unique features, with 1 features in common.
| CloudTalk | Genesys Cloud | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 69 | 65 |
| AI-Powered Features | 9 | 29 |
| Starting Price | $27/mo | $75/mo |
| Pricing Tiers | 4 | 4 |
| Integrations | 20 | 5 |
| Shared Features | 1 | |
| Shared Integrations | 1 | |
| Data Quality | 100% | 90% |
Feature Comparison by Category
AI (9 vs 13)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| AI Call Scoring | ||
| AI Conversation Intelligence | ||
| AI Experience Tokens | ||
| AI Guides | ||
| AI Smart Notes | ||
| AI Studio | ||
| AI Trending Topics | ||
| AI Voice Agents | ||
| Agent Copilot | ||
| Agentic Virtual Agent | ||
| Automatic Summaries & Tags | ||
| Call Transcription | ||
| Conversational Intelligence | ||
| Native Bots | ||
| Predictive Engagement |
API (0 vs 1)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Agentless API |
Administration (1 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| User Management |
Alerts (1 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Notifications |
Analytics (6 vs 12)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Agent Empathy Analysis | ||
| Analytics | ||
| Analytics and Reporting | ||
| Content Search with Topic and Sentiment Trends | ||
| Custom Reporting and Data Visualizations | ||
| Customer Sentiment Analysis | ||
| Dictionary Management | ||
| Digital User Tracking | ||
| Interaction Transcription | ||
| Missed Calls | ||
| Real-Time Dashboard | ||
| Speech and Text Analytics | ||
| Talk/Listen Ratio | ||
| Topic Detection and Management | ||
| Topic Miner |
Automation (2 vs 1)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Work Automation | ||
| Workflow Automation | ||
| Workflow Designer |
Call Handling (16 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| 3 Way Calling | ||
| Auto-Answer | ||
| Business Hours | ||
| Call Flow Designer | ||
| Call Queuing | ||
| Call Transfers | ||
| Callback | ||
| Caller-Based Routing | ||
| Extensions | ||
| Interactive Voice Response (IVR) | ||
| Preferred Agent | ||
| Ring Groups | ||
| Skill-Based Routing | ||
| Smart Routing | ||
| VIP Queues |
Calling (7 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Automatic Outbound Number | ||
| Branded Caller ID | ||
| International Numbers | ||
| Number Porting | ||
| Toll-Free Numbers | ||
| Unlimited Concurrent Calls | ||
| Virtual Caller ID |
Channels (0 vs 4)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Co-browse | ||
| Digital Channels | ||
| Third-party Messaging | ||
| Voice Channel |
Coaching (2 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Call Monitoring | ||
| Live Coaching Tools |
Communication (0 vs 1)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Unified Communications |
Data Management (4 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Call Notes | ||
| Call Tagging | ||
| Contact Tags | ||
| Customer Details |
IVR (0 vs 3)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Callback | ||
| Scheduled Callbacks | ||
| Speech-enabled IVR |
Integration (1 vs 5)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| API Access | ||
| AppFoundry Marketplace | ||
| Bot Integration (Amazon Lex and Google Cloud) | ||
| Bring Your Own Interactions (BYOI) | ||
| CRM and Case Management Integration | ||
| Unified Communications Integration |
Journey (0 vs 2)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Journey Flows | ||
| Journey Management |
Knowledge (0 vs 1)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Knowledge Workbench |
Messaging (5 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Fax | ||
| International SMS/MMS | ||
| Personalized Messages | ||
| Text Messages (SMS) | ||
Monitoring (0 vs 1)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Real-time Monitoring |
Outbound (0 vs 2)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Outbound Campaigns | ||
| Proactive Notifications |
Outbound Calling (6 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Campaigns | ||
| Click-to-Call | ||
| Parallel Dialer | ||
| Power Dialer | ||
| Smart Dialer | ||
| Voicemail Drop |
Pricing (0 vs 1)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Hourly Interacting |
Quality (0 vs 1)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Quality Assurance and Compliance |
Recording (1 vs 1)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Call Recording | ||
| Voice and Digital Recording |
Reporting (3 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Agent Reporting | ||
| Group Reporting | ||
| Post-Call Reporting |
Routing (0 vs 3)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Call Routing | ||
| Inbound/Outbound Blending | ||
| Omnichannel Routing |
Security (4 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Anti-Spam Number Protection | ||
| STIR/SHAKEN | ||
| Single Sign-On (SSO) | ||
| Spam Protection |
Social (0 vs 1)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Social Listening and Engagement |
Team Management (1 vs 0)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Agent Status |
Telephony (0 vs 1)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Genesys Cloud Voice |
Workforce (0 vs 11)
| Feature | CloudTalk | Genesys Cloud |
|---|---|---|
| Capacity Planning | ||
| Coaching | ||
| Employee Performance | ||
| Forecasting and Scheduling | ||
| Gamification | ||
| Learning and Development | ||
| Monitoring and Adherence | ||
| Resource Management | ||
| Tempo Mobility Apps | ||
| Time Off Management | ||
| Workforce Management |
Unique Features
Only in CloudTalk (68)
User Management
AI Call Scoring
AI Conversation Intelligence
AI Smart Notes
AI Trending Topics
AI Voice Agents
Automatic Summaries & Tags
Call Transcription
Sentiment Analysis
Topics Extraction
Notifications
Analytics
Missed Calls
Real-Time Dashboard
Talk/Listen Ratio
Transcript Search
Wallboard
Workflow Automation
Workflow Designer
3 Way Calling
+ 48 more unique features
Only in Genesys Cloud (64)
Agent Copilot
Agentic Virtual Agent
AI Experience Tokens
AI Guides
AI Studio
Conversational Intelligence
Native Bots
Predictive Engagement
Predictive Routing
Supervisor Copilot
Text-to-Speech Integration
Virtual Agents
Virtual Supervisor
Agent Empathy Analysis
Analytics and Reporting
Content Search with Topic and Sentiment Trends
Custom Reporting and Data Visualizations
Customer Sentiment Analysis
Dictionary Management
Digital User Tracking
+ 44 more unique features
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