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- Genesys Cloud CX
- Twilio Flex
- Genesys Cloud CX-vs-Twilio Flex
Compare Genesys Cloud CX and Twilio Flex 
At a Glance
Market Segments
Mid-Market (46.0% of reviews)
Small-Business (36.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,432)4.4 out of 5
Market Segments
Mid-Market (46.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXTwilio Flex
Star Rating
(32)4.0 out of 5
Market Segments
Small-Business (36.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Twilio FlexSummary
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 and AI Text-to-Speech features, receiving high ratings of 9.2 and 8.3 respectively. In contrast, Twilio Flex's AI features, while functional, do not reach the same level of user satisfaction, with ratings of 8.0 for AI Text Generation and 7.6 for AI Text-to-Speech.
- Reviewers mention that Genesys Cloud CX offers superior omnichannel support, with a rating of 8.6, allowing seamless integration across various communication channels. Twilio Flex, while also providing omnichannel capabilities, received a slightly lower rating of 8.4, indicating that users may find it less comprehensive in this area.
- G2 users highlight the ease of use of Genesys Cloud CX, which scored an impressive 8.9, making it more user-friendly compared to Twilio Flex, which has a lower ease of use rating of 8.3. This suggests that Genesys Cloud CX may be more accessible for teams without extensive technical expertise.
- Users on G2 report that Genesys Cloud CX's quality of support is rated at 8.1, which is competitive, but Twilio Flex slightly edges it out with a rating of 8.3. This indicates that Twilio Flex may provide a more responsive support experience for users needing assistance.
- Reviewers mention that Genesys Cloud CX shines in its workforce management features, particularly in agent availability and skills management, both rated above 8.5. In contrast, Twilio Flex's workforce management features, while adequate, do not receive the same level of acclaim, with ratings around 8.0, suggesting a potential gap in functionality.
- Users say that Genesys Cloud CX's reporting and dashboards feature, rated at 7.4, is less favorable compared to Twilio Flex's 8.2 rating. This indicates that Twilio Flex may offer more robust analytics and reporting tools, which can be crucial for data-driven decision-making.
Featured Products
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Proactive Notification
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Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableTwilio Flex
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Twilio Flex
No trial information availableRatings
Meets Requirements
8.6
1,014
8.3
24
Ease of Use
8.9
1,022
8.3
24
Ease of Setup
8.3
589
7.3
8
Ease of Admin
8.4
573
7.6
7
Quality of Support
8.2
972
8.3
22
Has the product been a good partner in doing business?
8.5
567
8.9
6
Product Direction (% positive)
8.7
916
7.0
23
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
Not enough data
8.9
121
Not enough data
8.8
119
Not enough data
Agent Tools
8.8
124
Not enough data
8.6
117
Not enough data
8.6
130
Not enough data
9.2
154
Not enough data
Automation
8.6
114
Not enough data
8.7
96
Not enough data
9.2
139
Not enough data
8.7
101
Not enough data
8.9
133
Not enough data
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
8.7
149
Not enough data
8.6
140
Not enough data
7.7
151
Not enough data
Engagement
8.5
130
Not enough data
8.2
150
Not enough data
8.2
138
Not enough data
Performance
8.6
145
Not enough data
8.9
143
Not enough data
Generative AI
7.2
27
Not enough data
7.4
27
Not enough data
Channels
9.1
331
|
Verified
Not enough data
8.2
191
Not enough data
8.5
224
|
Verified
Not enough data
8.3
192
|
Verified
Not enough data
8.3
224
|
Verified
Not enough data
Generative AI
7.9
60
Not enough data
Functions
8.8
382
|
Verified
8.4
15
|
Verified
8.8
391
|
Verified
8.3
16
|
Verified
8.7
328
|
Verified
8.7
13
|
Verified
8.3
223
|
Verified
Not enough data
8.5
234
|
Verified
Not enough data
9.1
304
|
Verified
Not enough data
8.8
291
|
Verified
Not enough data
8.6
232
Not enough data
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
8.3
14
|
Verified
8.8
385
|
Verified
8.8
10
|
Verified
7.5
419
|
Verified
8.2
15
|
Verified
8.8
275
|
Verified
Not enough data
8.4
247
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
Not enough data
8.6
155
Not enough data
8.5
146
Not enough data
8.2
144
Not enough data
7.9
112
Not enough data
Administration
8.0
137
Not enough data
8.5
156
Not enough data
8.4
163
Not enough data
7.9
137
Not enough data
8.4
146
Not enough data
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
Not enough data
7.9
125
Not enough data
8.8
159
Not enough data
9.2
161
Not enough data
8.8
156
Not enough data
9.2
154
Not enough data
9.1
156
Not enough data
Generative AI
7.8
55
Not enough data
Workforce Management
8.9
147
Not enough data
8.8
143
Not enough data
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
Not enough data
8.2
154
Not enough data
Customer Support
9.0
32
Not enough data
8.9
33
Not enough data
8.5
31
Not enough data
Automation
8.7
30
Not enough data
8.5
34
Not enough data
9.1
32
Not enough data
Artificial Intelligence
9.0
32
Not enough data
8.8
32
Not enough data
9.1
30
Not enough data
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
Not enough data
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
Not enough data
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
Not enough data
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
Not enough data
7.1
7
Not enough data
7.6
7
Not enough data
7.9
7
Not enough data
7.9
7
Not enough data
Customer Interaction Automation - AI Customer Support Agents
7.5
6
Not enough data
7.9
7
Not enough data
7.6
7
Not enough data
7.9
7
Not enough data
Automation
9.4
8
Not enough data
8.3
8
Not enough data
6.4
7
Not enough data
Autonomy
7.2
9
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
7.1
7
Not enough data
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 Twilio Flex are categorized as UCaaS Platforms, VoIP Providers, Call Center Infrastructure (CCI), and Contact Center
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, AI Customer Support Agents, Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, Live Chat, Contact Center Workforce, Proactive Notification, and AI Agents For Business Operations
Twilio Flex has no unique categories
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Twilio Flex
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
10.3%
Telecommunications
5.5%
Consumer Services
4.9%
Accounting
4.7%
Other
63.4%
Insurance
20.0%
Information Technology and Services
20.0%
Transportation/Trucking/Railroad
8.0%
Consumer Services
8.0%
Computer Software
8.0%
Other
36.0%
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
Srinath P.
Verified User in Information Technology and Services
Not good quality of audio and also the video quality is poor. We have to work on the screen sharing feature.
Twilio Flex
Most Helpful Favorable Review
Verified User in Marketing and Advertising
This is a strong out of the box offering from Twilio. That allows for admins to immediatley begin building out new communication streams.
Most Helpful Critical Review
Verified User in Insurance
Twilio Flex is not able to integrate with a lot of systems which makes the process much more manual. You cannot integrate with QA management systems that would help in making the coaching and providing feedback easier. There are also minimal reporting tools.
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...
Verified User in Marketing and Advertising
This is a strong out of the box offering from Twilio. That allows for admins to immediatley begin building out new communication streams.
Srinath P.
Verified User in Information Technology and Services
Not good quality of audio and also the video quality is poor. We have to work on the screen sharing feature.
Verified User in Insurance
Twilio Flex is not able to integrate with a lot of systems which makes the process much more manual. You cannot integrate with QA management systems that would help in making the coaching and providing feedback easier. There are also minimal reporting tools.
Alternatives
Discussions
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2 comments
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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
Twilio Flex has no discussions with answers
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