Genesys Cloud
genesys.comBuild Difficulty: 4/5
A few focused days to build a solid replacement
AI-Powered CX | Experience Orchestration Platform for the Enterprise
How to Replace Genesys CloudOverview
Features
65 features across 19 categories
AI(13)
AI assistant for agents with AI-guided scripts, flows, knowledge surfacing and automatic summaries
Advanced AI virtual agents with reasoning and adaptive capabilities
Tokens for accessing premium AI-powered features and capabilities
Guided AI experiences and workflows
Build and customize AI-powered experiences
AI-powered analysis of conversations
Native chatbot and voicebot capabilities
AI-powered predictive engagement optimization
AI-powered routing to optimize agent assignment
AI assistant for supervisors with AI translation, summarization and scoring
Text-to-speech capabilities for virtual agents
AI-powered virtual agents that can reason, act and adapt
AI-powered virtual supervision and monitoring
Analytics(12)
Analyze and measure agent empathy in interactions
Customizable performance dashboards and historical reporting
Search content with topic and sentiment trend visualization
Create custom reports with data visualizations
Analyze customer sentiment and acoustic characteristics
Manage custom dictionaries for speech and text analytics
Track user behavior across digital channels
Automatic transcription of voice interactions
Analyze interactions for sentiment, topics, empathy and acoustic analysis
Automatically detect and manage interaction topics
Mine and analyze topics from interactions
Capture and analyze customer feedback
Automation(1)
Automate back-office tasks and contact center work
Channels(4)
Co-browsing capabilities for agent-customer interaction
Web messaging, email, SMS and in-app messaging support
Support for third-party messaging platforms
Voice call handling and routing capabilities
Communication(1)
Voice and digital interaction with unified communications integration
IVR(3)
Callback scheduling and management
Schedule callbacks for customers
Interactive voice response with speech recognition
Integration(5)
Access prebuilt integrations and apps for CRM, UC, BI, bots and more
Integrate with Amazon Lex and Google Cloud bots
Centralize and analyze interactions from external sources
Integrate with CRM and case management systems
Integrate with unified communications platforms
Journey(2)
Design and orchestrate customer journey flows
Manage and optimize customer journey orchestration
Knowledge(1)
Knowledge management and optimization tools
Monitoring(1)
Real-time monitoring of contact center operations
Outbound(2)
Voice, SMS, WhatsApp and email outbound campaign management
Send proactive notifications to customers
Pricing(1)
Pay-per-use hourly pricing for intermittent users
Quality(1)
Quality management, evaluations and compliance monitoring
Recording(1)
Voice, digital interaction and screen recording capabilities
Routing(3)
Intelligent call routing and distribution
Blend inbound and outbound contacts dynamically
Route interactions across multiple channels
Telephony(1)
Cloud-based telephony solution with reliable and scalable voice capabilities
Workforce(11)
Plan and optimize agent capacity
Agent coaching and performance improvement tools
Real-time performance insights, gamification and coaching
AI-powered workforce forecasting and scheduling
Gamify employee performance and engagement
Training and development capabilities for agents
Monitor and track agent adherence to schedules
Manage and allocate resources efficiently
Mobile workforce management applications
Manage employee time off and availability
AI-powered forecasting, scheduling, capacity planning and adherence monitoring
Pricing
Genesys Cloud CX 1
- ✓Voice channel
- ✓Call routing
- ✓Speech-enabled IVR
- ✓Outbound campaigns
- ✓Analytics and reporting
- ✓Unified communications
- ✓Voice and digital interaction recording plus screen recording
- ✓Virtual agents
- ✓Native voicebot
- ✓Predictive routing
- ✓Agent Copilot
- ✓Speech and text analytics
- ✓Supervisor Copilot
- ✓Virtual Supervisor
Genesys Cloud CX 2
- ✓Digital channels
- ✓Voice channel
- ✓Omnichannel routing
- ✓Speech-enabled IVR
- ✓Outbound campaigns
- ✓Analytics and reporting
- ✓Unified communications
- ✓Quality assurance and compliance
- ✓Knowledge
- ✓Agent Copilot
- ✓Virtual agents
- ✓Native bots
- ✓Predictive engagement
- ✓Predictive routing
- ✓Social listening and engagement
- ✓Speech and text analytics
- ✓Supervisor Copilot
- ✓Virtual Supervisor
Genesys Cloud CX 3
- ✓Digital channels
- ✓Voice channel
- ✓Omnichannel routing
- ✓Speech-enabled IVR
- ✓Outbound campaigns
- ✓Analytics and reporting
- ✓Unified communications
- ✓Employee performance
- ✓Workforce management
- ✓Quality assurance and compliance
- ✓Knowledge
- ✓Forecasting and scheduling
- ✓Speech and text analytics
- ✓Virtual agents
- ✓Native bots
- ✓Predictive engagement
- ✓Predictive routing
- ✓Agent Copilot
- ✓Social listening and engagement
- ✓Supervisor Copilot
- ✓Virtual Supervisor
Genesys Cloud CX 4
- ✓Agent Copilot
- ✓Journey management
- ✓30 AI Experience tokens per named agent
- ✓Digital channels
- ✓Voice channel
- ✓Omnichannel routing
- ✓Speech-enabled IVR
- ✓Outbound campaigns
- ✓Analytics and reporting
- ✓Unified communications
- ✓Employee performance
- ✓Resource management
- ✓Quality assurance and compliance
- ✓Knowledge
- ✓Forecasting and scheduling
- ✓Speech and text analytics
- ✓Virtual agents
- ✓Native bots
- ✓Predictive engagement
- ✓Predictive routing
- ✓Social listening and engagement
- ✓Supervisor Copilot
- ✓Virtual Supervisor
Cost Calculator
Keep Paying Genesys Cloud
Build It Yourself
Total Cost Comparison
DIY hosting estimate based on Vercel + Supabase free/pro tiers (~$20/mo). Build time estimated from 65 features at easy complexity.
Build vs Buy
Should you build a Genesys Cloud alternative or buy the subscription? Estimate based on 65 features.
Buy Genesys Cloud
Better ValueBuild Your Own
Buying Genesys Cloud saves ~$46,920 over 3 years vs building.
Estimates based on 65 features and a BuildScore of 4/5. Actual costs vary.
Integrations
5 known integrations