Genesys Cloud vs Hiver
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Genesys Cloud offers fewer features (65 vs 70) and fewer integrations (5 vs 14). Starting price: Genesys Cloud at $75/mo vs Hiver at $25/mo. Genesys Cloud has 65 unique features while Hiver has 70 unique features, with 0 features in common.
| Genesys Cloud | Hiver | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 65 | 70 |
| AI-Powered Features | 29 | 14 |
| Starting Price | $75/mo | $25/mo |
| Pricing Tiers | 4 | 4 |
| Integrations | 5 | 14 |
| Shared Features | 0 | |
| Shared Integrations | 1 | |
| Data Quality | 90% | 95% |
Feature Comparison by Category
AI (13 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| AI Experience Tokens | ||
| AI Guides | ||
| AI Studio | ||
| Agent Copilot | ||
| Agentic Virtual Agent | ||
| Conversational Intelligence | ||
| Native Bots | ||
| Predictive Engagement | ||
| Predictive Routing | ||
| Supervisor Copilot | ||
| Text-to-Speech Integration | ||
| Virtual Agents | ||
| Virtual Supervisor |
API (1 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Agentless API |
Analytics (12 vs 8)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Agent Empathy Analysis | ||
| Analytics and Reporting | ||
| Analytics for Conversations | ||
| CSAT & Sentiment Reports | ||
| CSAT Surveys | ||
| Content Search with Topic and Sentiment Trends | ||
| Custom Reporting and Data Visualizations | ||
| Custom Reports | ||
| Customer Sentiment Analysis | ||
| Dashboards | ||
| Dictionary Management | ||
| Digital User Tracking | ||
| Interaction Transcription | ||
| Reports | ||
| Reports on Users, Tags & SLA |
Apps (0 vs 5)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Basic Integrations | ||
| Hiver API | ||
| Integrations | ||
| Premium Integrations | ||
| Slack Integration |
Automation (1 vs 12)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Approvals | ||
| Auto-responders | ||
| Automatic Assignment | ||
| Business Hours | ||
| CSAT & SLA-based Workflows | ||
| Chatbots | ||
| Custom Objects | ||
| Individual to Shared Inbox Automation | ||
| Load-balanced Assignment | ||
| Rule-based Automations | ||
| Scheduled Automations | ||
| Skill-based Routing | ||
| Work Automation |
Channels (4 vs 4)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Co-browse | ||
| Digital Channels | ||
| Live Chat | ||
| Omnichannel Support | ||
| Third-party Messaging | ||
| Voice Channel | ||
| Voice Support | ||
| WhatsApp Support |
Collaboration (0 vs 7)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Collaborators | ||
| Collision Alerts | ||
| Followers | ||
| Internal Knowledge Base | ||
| Notes & @mentions | ||
| Permalinks | ||
| Shared Drafts |
Communication (1 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Unified Communications |
Hiver AI (0 vs 13)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| AI Agents | ||
| AI Answers | ||
| AI Compose | ||
| AI Copilot | ||
| AI Extract | ||
| AI Insights | ||
| AI QA | ||
| AI Sentiment Analysis | ||
| AI Summarizer | ||
| AI Tagging | ||
| AI Tasks | ||
| AI Thank You Detector | ||
| Ask AI |
IVR (3 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Callback | ||
| Scheduled Callbacks | ||
| Speech-enabled IVR |
Integration (5 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| AppFoundry Marketplace | ||
| Bot Integration (Amazon Lex and Google Cloud) | ||
| Bring Your Own Interactions (BYOI) | ||
| CRM and Case Management Integration | ||
| Unified Communications Integration |
Journey (2 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Journey Flows | ||
| Journey Management |
Knowledge (1 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Knowledge Workbench |
Monitoring (1 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Real-time Monitoring |
Outbound (2 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Outbound Campaigns | ||
| Proactive Notifications |
Pricing (1 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Hourly Interacting |
Quality (1 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Quality Assurance and Compliance |
Recording (1 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Voice and Digital Recording |
Routing (3 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Call Routing | ||
| Inbound/Outbound Blending | ||
| Omnichannel Routing |
Security (0 vs 2)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| HIPAA Compliance | ||
| OKTA SSO Integration |
Self-Service (0 vs 3)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Customer Portal | ||
| External Knowledge Base | ||
| Knowledge Base |
Social (1 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Social Listening and Engagement |
Support (0 vs 3)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Additional Success Services | ||
| Custom Build Hours | ||
| Onboarding Assistance |
Team Management (0 vs 4)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Custom Roles | ||
| Out of Office (OOO) | ||
| Team Management | ||
| Workload Distribution |
Telephony (1 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Genesys Cloud Voice |
Ticketing (0 vs 9)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| Contacts | ||
| Custom Fields | ||
| Email Templates | ||
| Linked Conversations | ||
| Mobile App | ||
| Shared Inbox | ||
| Tags | ||
| Tickets | ||
| Views |
Workforce (11 vs 0)
| Feature | Genesys Cloud | Hiver |
|---|---|---|
| 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 Genesys Cloud (65)
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
+ 45 more unique features
Only in Hiver (70)
Analytics for Conversations
CSAT & Sentiment Reports
CSAT Surveys
Custom Reports
Dashboards
Reports
Reports on Users, Tags & SLA
SLA Management
Basic Integrations
Hiver API
Integrations
Premium Integrations
Slack Integration
Approvals
Auto-responders
Automatic Assignment
Business Hours
Chatbots
CSAT & SLA-based Workflows
Custom Objects
+ 50 more unique features
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