CONTACT CENTER (CCAAS) · BY GENESYS

Genesys Cloud

Last verified 2026-10-28

Best fit when you need

Call recording

IVR self-service

Queue callback

Not a fit when you need

Call and speech analytics: missing speech analytics, sentiment analysis.

Call monitoring and QA: missing whisper and barge, qa scorecards.

PCI-safe phone payments: missing dtmf masking for card payments, take payments in ivr.

Call routing: missing business-hours routing rules, call forwarding to any number, ring several devices at once.

Omnichannel support: missing one agent inbox for voice, chat and email, web chat channel, email channel.

Debt collection calls: missing power dialer, do-not-call list management, calling-hours restrictions by recipient time zone, call frequency caps per contact.

Auto attendant: missing auto attendant menu, business-hours routing rules, call forwarding to any number.

Click-to-call and in-app calling: missing webrtc calling sdk, click-to-call web widget.

Overflow answering: missing takes overflow when your line is busy, takes and delivers messages, transfers calls to staff.

Workforce management: missing volume forecasting, agent scheduling.

Fit by use case

Required features passed for each job, plus rank among tracked products for that job.

Call recording2/2#3 of 27 IVR self-service3/3#1 of 36 Queue callback2/2#2 of 13 Support call queues3/4#6 of 27 Call transcription1/2#20 of 36 Sales dialing2/4#12 of 21 Speed to lead1/2#15 of 32 WhatsApp customer support1/2#17 of 37 Call and speech analytics1/3#12 of 27 Call monitoring and QA1/3#7 of 13 PCI-safe phone payments1/3#5 of 22 Call routing1/4#15 of 27 Omnichannel support1/4#10 of 13 Debt collection calls1/5#13 of 21 Auto attendant0/3#18 of 27 Click-to-call and in-app calling0/2#12 of 22 Overflow answering0/3#21 of 27 Workforce management0/2#6 of 13

True monthly cost

Includes add-ons required for IVR self-service (none required).

Includes add-ons required for IVR self-service
Users	List price	Forced add-ons	Effective	vs median
5 users	$375Genesys Cloud CX 1	$0	$375	+154%
25 users	$1,875Genesys Cloud CX 1	$0	$1,875	+154%
100 users	$7,500Genesys Cloud CX 1	$0	$7,500	+154%

List price: cheapest plan at that volume, including any base fee and overage. Effective adds the forced add-ons. Median of 53 other tracked products priced on users in the same currency. Full pricing breakdown

Price history

Genesys Cloud CX 1 plan, 1 recorded price

Reliability (90 days)

Incidents—

Uptime—

Checked—

No public incident history

Status page

Integrations

Salesforce · native
Servicenow · native
Microsoft Teams · native

Compliance

HIPAA BAAUnknown

SOC 2 Type IIYes

PCI DSSYes

STIR/SHAKENUnknown

Data residencyUnknown

Acceptance by industry

No acceptance records.

Alternatives

Ranked by overlap on use-case fit (50%), tool type (30%) and price band (20%). Not by opinion. All alternatives

Product	Overlap	Choose it instead if	25 users	Compare
RingCX	50%	4 native integrations vs 3	$1,625	—
Zoom Contact Center	50%	Shares 0 use cases	—	—
CloudTalk	41%	6 native integrations vs 3	—	Compare
Aircall	36%	Costs 60% less at 25 users	$750	Compare