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Compare Genesys Cloud CX and Talkdesk 
At a Glance
Market Segments
Mid-Market (46.0% of reviews)
Mid-Market (60.5% of reviews)
Entry-Level Pricing
No pricing available
$85.00 1 Per user, Per month
Genesys Cloud CX
Star Rating
(1,431)4.4 out of 5
Market Segments
Mid-Market (46.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXTalkdesk
Star Rating
(2,429)4.4 out of 5
Market Segments
Mid-Market (60.5% of reviews)
Entry-Level Pricing
$85.00 1 Per user, Per month
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX excels in its AI capabilities, particularly with its AI Text Generation feature, which received a score of 8.2. In contrast, Talkdesk's AI Text Generation scored lower at 8.0, indicating that Genesys may provide a more robust AI experience.
- Reviewers mention that Talkdesk shines in its ease of use, with a score of 9.1 compared to Genesys Cloud CX's 8.9. This suggests that users find Talkdesk's interface more intuitive and user-friendly, making it easier for teams to adopt and utilize effectively.
- G2 users highlight Talkdesk's superior performance in call monitoring, scoring 9.0 against Genesys's 8.8. This feature is crucial for quality assurance and performance evaluation, indicating that Talkdesk may offer better tools for managing and improving call quality.
- Users on G2 report that Genesys Cloud CX has a more comprehensive database management system, scoring 9.2 compared to Talkdesk's 9.1. This could be a deciding factor for organizations that prioritize data handling and management capabilities.
- Reviewers mention that Talkdesk's automation features, particularly in ticket resolution, scored 8.0, which is lower than Genesys's 8.7. This suggests that Genesys may provide more effective automation tools, enhancing operational efficiency for users.
- Users say that Talkdesk's integration capabilities are a strong point, with a score of 9.1, compared to Genesys's 8.5. This indicates that Talkdesk may offer a wider range of integrations, making it easier for businesses to connect with other tools and platforms they use.
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Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableTalkdesk
CX Cloud Digital Essentials
$85.00
1 Per user, Per month
Add the power of digital customer engagement to your Talkdesk contact center including chat, email, SMS, social channels, and more.
- Digital Engagement, Studio & Routing, Connections, API Access, Real-time Dashboards, and more.
Free Trial
Genesys Cloud CX
Free Trial is available
Talkdesk
No trial information availableRatings
Meets Requirements
8.6
1,013
8.9
1,970
Ease of Use
8.9
1,021
9.1
1,978
Ease of Setup
8.3
588
8.8
1,006
Ease of Admin
8.4
572
8.8
912
Quality of Support
8.2
971
8.8
1,750
Has the product been a good partner in doing business?
8.5
566
8.9
895
Product Direction (% positive)
8.7
915
8.7
1,877
Features by Category
Messenger
8.9
22
Not enough data
9.3
25
Not enough data
9.3
24
Not enough data
8.7
24
Not enough data
Channels
9.1
23
Not enough data
9.3
22
Not enough data
9.4
21
Not enough data
9.1
20
Not enough data
9.2
19
Not enough data
Customers
9.0
26
Not enough data
8.8
23
Not enough data
9.1
24
Not enough data
8.9
22
Not enough data
9.2
23
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
137
9.2
310
|
Verified
8.9
121
9.2
284
|
Verified
8.8
119
9.0
270
|
Verified
Agent Tools
8.8
124
9.0
256
|
Verified
8.6
117
9.2
242
|
Verified
8.6
130
9.1
245
|
Verified
9.2
154
9.4
339
|
Verified
Automation
8.6
114
9.1
234
|
Verified
8.7
96
9.1
230
|
Verified
9.2
139
9.1
250
|
Verified
8.7
101
8.9
216
|
Verified
8.9
133
9.0
254
|
Verified
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
9.1
153
Not enough data
9.0
146
Not enough data
9.0
149
Knowledge Management
Not enough data
9.1
148
Not enough data
9.1
145
Not enough data
9.1
150
Compliance
Not enough data
9.2
147
Not enough data
9.1
143
Not enough data
9.2
146
Not enough data
9.0
144
Customer Support
Not enough data
9.1
147
Not enough data
9.0
141
Not enough data
9.0
137
Data Security
Not enough data
9.1
134
Not enough data
9.2
135
Not enough data
9.3
143
Not enough data
9.2
131
Administration
Not enough data
9.0
154
Not enough data
9.2
166
Not enough data
9.1
172
Generative AI
Not enough data
8.6
38
Quality Assurance
8.7
149
9.2
358
8.6
140
9.0
329
7.7
151
8.9
366
Engagement
8.5
130
9.0
344
8.2
150
9.2
367
8.2
138
9.0
355
Performance
8.6
145
9.0
349
8.9
143
9.2
351
Generative AI
7.2
27
8.9
67
7.4
27
8.7
66
Channels
9.1
331
|
Verified
9.2
790
|
Verified
8.2
191
8.6
512
|
Verified
8.5
224
|
Verified
8.4
498
|
Verified
8.3
192
|
Verified
8.3
490
|
Verified
8.3
224
|
Verified
8.6
519
|
Verified
Generative AI
7.9
60
8.1
156
Functions
8.8
382
|
Verified
8.9
934
|
Verified
8.8
391
|
Verified
9.0
954
|
Verified
8.7
328
|
Verified
9.0
806
|
Verified
8.3
223
|
Verified
8.7
548
|
Verified
8.5
234
|
Verified
8.8
563
|
Verified
9.1
304
|
Verified
9.1
687
|
Verified
8.8
291
|
Verified
8.9
685
8.6
232
8.9
631
|
Verified
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
8.3
345
|
Verified
8.8
883
|
Verified
8.8
385
|
Verified
9.1
900
|
Verified
7.5
419
|
Verified
8.8
987
|
Verified
8.8
275
|
Verified
9.1
687
|
Verified
8.4
247
8.8
549
|
Verified
ServiceNow Apps
Not enough data
9.4
42
Not enough data
9.4
41
Agentic AI - ServiceNow Store Apps
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Responses
9.2
31
Not enough data
9.4
33
Not enough data
8.7
30
Not enough data
Automation - AI Agents
9.2
6
Not enough data
9.3
7
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
9.0
7
Not enough data
Platform
8.9
32
Not enough data
9.3
32
Not enough data
9.1
30
Not enough data
Autonomy - AI Agents
9.3
7
Not enough data
9.5
7
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.6
53
Not enough data
8.8
52
Not enough data
9.1
54
Not enough data
8.4
55
Not enough data
8.2
50
Not enough data
Platform
8.9
51
Not enough data
8.9
54
Not enough data
8.9
51
Not enough data
8.5
54
Not enough data
8.1
48
Not enough data
8.8
56
Not enough data
8.7
52
Not enough data
Generative AI
8.4
25
Not enough data
8.5
25
Not enough data
Workforce Management
8.7
165
9.3
247
|
Verified
8.6
155
9.1
228
|
Verified
8.5
146
8.8
197
|
Verified
8.2
144
8.8
207
|
Verified
7.9
112
8.8
203
|
Verified
Administration
8.0
137
9.0
226
|
Verified
8.5
156
9.1
244
|
Verified
8.4
163
9.2
247
|
Verified
7.9
137
8.7
197
|
Verified
8.4
146
9.0
204
|
Verified
Administration
9.2
24
Not enough data
8.9
23
Not enough data
9.2
22
Not enough data
Security
9.3
23
Not enough data
9.5
22
Not enough data
Messaging Channels
9.1
27
Not enough data
9.2
28
Not enough data
9.2
30
Not enough data
9.0
29
Not enough data
Administration
9.0
31
Not enough data
9.0
29
Not enough data
8.7
29
Not enough data
9.0
32
Not enough data
Platform
8.7
140
8.3
165
7.9
125
7.9
173
8.8
159
8.8
196
9.2
161
8.9
199
8.8
156
9.0
199
9.2
154
9.0
189
9.1
156
8.7
191
Generative AI
7.8
55
7.5
78
Workforce Management
8.9
147
9.0
197
8.8
143
8.8
189
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
9.0
153
9.1
201
8.2
154
8.9
204
Customer Support
9.0
32
8.0
54
8.9
33
8.0
55
8.5
31
7.9
55
Automation
8.7
30
8.1
54
8.5
34
8.1
54
9.1
32
8.0
54
Artificial Intelligence
9.0
32
8.0
55
8.8
32
8.3
54
9.1
30
7.9
52
Generative AI
7.9
22
Not enough data
7.7
22
Not enough data
8.3
22
Not enough data
Communication
8.6
164
|
Verified
Not enough data
8.4
167
|
Verified
Not enough data
8.3
123
Not enough data
8.5
135
Not enough data
8.3
90
Not enough data
Internal Use
8.4
165
|
Verified
Not enough data
8.6
159
|
Verified
Not enough data
8.4
120
|
Verified
Not enough data
8.4
136
|
Verified
Not enough data
8.2
129
|
Verified
Not enough data
8.4
129
|
Verified
Not enough data
Generative AI
7.7(won by default)
8
Not enough data
8.1(won by default)
8
Not enough data
Process
8.8(won by default)
24
Not enough data
9.0(won by default)
26
Not enough data
9.0(won by default)
24
Not enough data
Channels
9.4(won by default)
26
Not enough data
9.3(won by default)
28
Not enough data
9.1(won by default)
28
Not enough data
9.7(won by default)
30
Not enough data
9.4(won by default)
27
Not enough data
Insight
9.6(won by default)
26
Not enough data
9.1(won by default)
30
Not enough data
9.1(won by default)
28
Not enough data
9.5(won by default)
25
Not enough data
Generative AI
7.2
22
8.6
12
Platform Basics - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Basic Communication
9.6
55
Not enough data
7.9
39
Not enough data
8.7
44
Not enough data
8.5
41
Not enough data
8.7
47
Not enough data
8.6
47
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.4
46
Not enough data
8.2
40
Not enough data
8.2
41
Not enough data
Advanced Features
8.8
53
Not enough data
8.7
47
Not enough data
9.2
53
Not enough data
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Calling
9.4
49
Not enough data
8.5
43
Not enough data
8.9
48
Not enough data
8.8
48
Not enough data
Contacts
8.6
47
Not enough data
8.5
45
Not enough data
8.3
43
Not enough data
Insights
8.4
44
Not enough data
8.8
46
Not enough data
8.6
47
Not enough data
8.1
42
Not enough data
8.0
41
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.6
7
8.0
5
7.1
7
8.3
5
7.6
7
8.0
5
7.9
7
8.7
5
7.9
7
8.3
5
Customer Interaction Automation - AI Customer Support Agents
7.5
6
7.7
5
7.9
7
8.0
5
7.6
7
8.3
5
7.9
7
9.0
5
Automation
9.4
8
8.3
5
8.3
8
8.0
5
6.4
7
8.7
5
Autonomy
7.2
9
8.7
5
6.9
8
8.7
5
7.3
8
8.0
5
7.1
7
8.3
5
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and Talkdesk are categorized as AI Voice Assistants, AI Customer Support Agents, Customer Service Automation, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), and Contact Center
Unique Categories
Genesys Cloud CX is categorized as Co-Browsing, Genesys AppFoundry Marketplace, UCaaS Platforms, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, Proactive Notification, and AI Agents For Business Operations
Talkdesk is categorized as Contact Center Knowledge Base and ServiceNow Store Apps
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Talkdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.1%
Financial Services
10.4%
Telecommunications
5.5%
Consumer Services
4.9%
Accounting
4.7%
Other
63.4%
Consumer Services
9.8%
Computer Software
8.5%
Information Technology and Services
6.2%
Telecommunications
5.7%
Education Management
5.3%
Other
64.5%
Most Helpful Reviews
Genesys Cloud CX
Most Helpful Favorable Review
Md Azmul H.
Verified User in Marketing and Advertising
Its so natural to connect with somebody through talk and to call. Messages are connected to email, so you can return and discover the discussions once more. The notices are unpretentious and not very diverting yet additionally its difficult to miss and...
Most Helpful Critical Review
Richard O.
Verified User in Transportation/Trucking/Railroad
Administration and changes are cumbersome, slow, kludgey and there is virtually no support.
Talkdesk
Most Helpful Favorable Review
Ken W.
Verified User in Internet
Some people have a misconception that out-of-the-box solutions are somehow inferior to tools that require you to hire someone just to customize and administer them. They just haven't looked hard enough. Talkdesk has made my life running call centers easy. I...
Most Helpful Critical Review
Alexander S.
Verified User in Hospital & Health Care
Talkdesk promises features during the intial demo that aren't available in production. They are extremely slow to resolve issue and do not offer basic call center features like outbound surveys even on their highest plan. Avoid Talkdesk like the plague...
Md Azmul H.
Verified User in Marketing and Advertising
Its so natural to connect with somebody through talk and to call. Messages are connected to email, so you can return and discover the discussions once more. The notices are unpretentious and not very diverting yet additionally its difficult to miss and...
Ken W.
Verified User in Internet
Some people have a misconception that out-of-the-box solutions are somehow inferior to tools that require you to hire someone just to customize and administer them. They just haven't looked hard enough. Talkdesk has made my life running call centers easy. I...
Richard O.
Verified User in Transportation/Trucking/Railroad
Administration and changes are cumbersome, slow, kludgey and there is virtually no support.
Alexander S.
Verified User in Hospital & Health Care
Talkdesk promises features during the intial demo that aren't available in production. They are extremely slow to resolve issue and do not offer basic call center features like outbound surveys even on their highest plan. Avoid Talkdesk like the plague...
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To obtain agents status data, navigate to the reports tab, select new, and choose the option for agents status.Read more
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The Talkdesk mobile app is available for iOS and Android.Read more
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