46 DIFFERENCES · 13 THE SAME
CloudTalk vs Genesys Cloud
Last verified
Both qualify for
Differences 46
| Field | CloudTalk | Genesys Cloud |
|---|---|---|
| OVERVIEWTool types | Contact center (CCaaS), Outbound dialer | Contact center (CCaaS) |
| OVERVIEWQualifying use cases | 7 | 3 |
| COSTTrue monthly cost (low) | €125 at 5 users | $375 at 5 users |
| COSTTrue monthly cost (mid) | €625 at 25 users | $1,875 at 25 users |
| COSTTrue monthly cost (high) | €2,500 at 100 users | $7,500 at 100 users |
| COSTPlans | Starter, Starter, Essential, Essential, Expert, Expert | Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4 |
| RELIABILITYIncidents (90 days) | 2 | — |
| COMPLIANCEHipaa Baa | Yes | unknown |
| COMPLIANCEStir Shaken | Yes | unknown |
| COVERAGENumber countries | GB, AE, US | — |
| COVERAGESMS countries | US, GB | — |
| INTEGRATIONSIntegrations | Hubspot, Pipedrive, Salesforce, Zoho, Microsoft Teams, Zendesk | Salesforce, Servicenow, Microsoft Teams |
| FEATURESAI voice agent for outbound and inbound | Add-on | Not tracked |
| FEATURESAnswering machine detection | Add-on | Not tracked |
| FEATURESBranded caller ID (name and logo) | Add-on | Not tracked |
| FEATURESSends call summaries | Add-on | Higher tier |
| FEATURESCalling-hours restrictions by recipient time zone | Included | Not tracked |
| FEATURESCall transcription | Add-on | Included |
| FEATURESTransfers calls to staff | Included | Not tracked |
| FEATURESWeb chat channel | Not tracked | Higher tier |
| FEATURESConsent capture and records | Included | Not tracked |
| FEATURESNative CRM integration | Included | Add-on |
| FEATURESEmail channel | Not tracked | Higher tier |
| FEATURESVolume forecasting | Not tracked | Higher tier |
| FEATURESSigns a HIPAA BAA | Included | Not tracked |
| FEATURESInternational numbers | Included | Not tracked |
| FEATURESLocal numbers | Included | Not tracked |
| FEATURESLocal presence caller ID | Included | Not tracked |
| FEATURESSends MMS (images) | Included | Not tracked |
| FEATURESMobile softphone app | Included | Not tracked |
| FEATURESNumber porting | Included | Not tracked |
| FEATURESOne agent inbox for voice, chat and email | Not tracked | Higher tier |
| FEATURESPower dialer | Add-on | Not tracked |
| FEATURESQA scorecards | Add-on | Higher tier |
| FEATURESConfigurable recording retention | Not tracked | Included |
| FEATURESAgent scheduling | Not tracked | Higher tier |
| FEATURESSentiment analysis | Add-on | Not tracked |
| FEATURESSends SMS | Included | Not tracked |
| FEATURESSpeech analytics | Not tracked | Higher tier |
| FEATURESSpeech recognition in IVR | Not tracked | Included |
| FEATURESBusiness-hours routing rules | Included | Not tracked |
| FEATURESToll-free numbers | Included | Not tracked |
| FEATURESVoicemail boxes | Included | Not tracked |
| FEATURESPre-recorded voicemail drop | Included | Not tracked |
| FEATURESReal-time queue wallboards | Included | Not tracked |
| FEATURESWhisper and barge | Included | Not tracked |
The same on both 13
| Field | CloudTalk | Genesys Cloud |
|---|---|---|
| COSTPricing model | Per User Month | Per User Month |
| RELIABILITYUptime (90 days) | — | — |
| COMPLIANCESoc2 Type2 | Yes | Yes |
| COMPLIANCEPci Dss | Yes | Yes |
| COMPLIANCEData Residency | unknown | unknown |
| FEATURESCall queues | Included | Included |
| FEATURESCall recording | Included | Included |
| FEATURESMulti-level IVR menus | Included | Included |
| FEATURESLive call monitoring | Included | Included |
| FEATURESPCI DSS compliant | Included | Included |
| FEATURESCallback instead of waiting in queue | Included | Included |
| FEATURESSkills-based routing | Included | Included |
| FEATURESWhatsApp Business Platform access | Included | Included |