Genesys Cloud vs Kayako
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Genesys Cloud offers more features (65 vs 42) and fewer integrations (5 vs 30). Starting price: Genesys Cloud at $75/mo vs Kayako at $35/mo. Genesys Cloud has 65 unique features while Kayako has 42 unique features, with 0 features in common.
| Genesys Cloud | Kayako | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 65 | 42 |
| AI-Powered Features | 29 | 3 |
| Starting Price | $75/mo | $35/mo |
| Pricing Tiers | 4 | 4 |
| Integrations | 5 | 30 |
| Shared Features | 0 | |
| Shared Integrations | 1 | |
| Data Quality | 90% | 71% |
Feature Comparison by Category
AI (13 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| 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 | Kayako |
|---|---|---|
| Agentless API |
Analytics (12 vs 4)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Agent Empathy Analysis | ||
| Analytics and Reporting | ||
| CSAT Surveys | ||
| Chat Ratings | ||
| Content Search with Topic and Sentiment Trends | ||
| Custom Reporting and Data Visualizations | ||
| Customer Sentiment Analysis | ||
| Dictionary Management | ||
| Digital User Tracking | ||
| Interaction Transcription | ||
| Reports & Analytics | ||
| Sentiment Analysis | ||
| Speech and Text Analytics | ||
| Topic Detection and Management | ||
| Topic Miner |
Automation (1 vs 4)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| AI-Powered Chatbot | ||
| Article Recommendations | ||
| Macros | ||
| Work Automation | ||
| Workflow Builder |
Channels (4 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Co-browse | ||
| Digital Channels | ||
| Third-party Messaging | ||
| Voice Channel |
Communication (1 vs 12)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Chat Pre-Chat Forms | ||
| Chat Transfer | ||
| Co-browsing | ||
| Live Chat | ||
| Multi-Channel Support | ||
| Offline Messages | ||
| Proactive Invitations | ||
| Social Media Integration | ||
| Typing Indicators | ||
| Unified Communications | ||
| Video Chat | ||
| Visitor Monitoring | ||
| WhatsApp Integration |
Customization (0 vs 1)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Custom Branding |
IVR (3 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Callback | ||
| Scheduled Callbacks | ||
| Speech-enabled IVR |
Integration (5 vs 2)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| API Access | ||
| AppFoundry Marketplace | ||
| Bot Integration (Amazon Lex and Google Cloud) | ||
| Bring Your Own Interactions (BYOI) | ||
| CRM and Case Management Integration | ||
| Unified Communications Integration | ||
| Webhooks |
Journey (2 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Journey Flows | ||
| Journey Management |
Knowledge (1 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Knowledge Workbench |
Monitoring (1 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Real-time Monitoring |
Outbound (2 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Outbound Campaigns | ||
| Proactive Notifications |
Pricing (1 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Hourly Interacting |
Productivity (0 vs 5)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Bulk Actions | ||
| Canned Responses | ||
| Collision Detection | ||
| Mobile App | ||
| Search & Filters |
Quality (1 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Quality Assurance and Compliance |
Recording (1 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Voice and Digital Recording |
Routing (3 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Call Routing | ||
| Inbound/Outbound Blending | ||
| Omnichannel Routing |
Security (0 vs 3)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Audit Logs | ||
| Role-Based Access Control | ||
| Two-Factor Authentication |
Social (1 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Social Listening and Engagement |
Support Management (0 vs 11)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Agent Groups | ||
| Community Forum | ||
| Custom Fields | ||
| Customer Profiles | ||
| Email Forwarding | ||
| Help Desk | ||
| Internal Notes | ||
| Knowledge Base | ||
| SLA Management | ||
| Self-Service Portal | ||
| Ticket Assignment |
Telephony (1 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| Genesys Cloud Voice |
Workforce (11 vs 0)
| Feature | Genesys Cloud | Kayako |
|---|---|---|
| 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 Kayako (42)
Chat Ratings
CSAT Surveys
Reports & Analytics
Sentiment Analysis
AI-Powered Chatbot
Article Recommendations
Macros
Workflow Builder
Chat Pre-Chat Forms
Chat Transfer
Co-browsing
Live Chat
Multi-Channel Support
Offline Messages
Proactive Invitations
Social Media Integration
Typing Indicators
Video Chat
Visitor Monitoring
WhatsApp Integration
+ 22 more unique features
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