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- Genesys Cloud CX
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- Genesys Cloud CX-vs-Zoom Contact Center
Compare Genesys Cloud CX and Zoom Contact Center 
At a Glance
Market Segments
Mid-Market (46.0% of reviews)
Small-Business (44.7% of reviews)
Entry-Level Pricing
No pricing available
Starting at $69.00 1 Agent Per Month
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 CXZoom Contact Center
Star Rating
(47)4.3 out of 5
Market Segments
Small-Business (44.7% of reviews)
Entry-Level Pricing
Starting at $69.00 1 Agent Per Month
Browse all 3 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 features like Natural Language Understanding (NLU) rated at 8.6, while Zoom Contact Center's NLU is rated lower at 7.1, indicating a more robust AI experience with Genesys.
- Reviewers mention that Genesys Cloud CX offers superior quality assurance tools, with an evaluation score of 8.7 compared to Zoom's 7.7, highlighting the effectiveness of Genesys in monitoring and improving agent performance.
- G2 users note that Zoom Contact Center shines in video conferencing, receiving a high score of 9.7, while Genesys Cloud CX's video capabilities are less emphasized, suggesting that Zoom may be the better choice for organizations prioritizing video communication.
- Users on G2 highlight that Genesys Cloud CX provides a more comprehensive omnichannel experience with a score of 8.6, while Zoom's omnichannel capabilities are less robust, making Genesys a better fit for businesses needing diverse communication channels.
- Reviewers mention that Zoom Contact Center has a more user-friendly interface, reflected in its ease of use score of 9.2 compared to Genesys's 8.9, indicating that users may find Zoom easier to navigate and operate.
- Users say that Genesys Cloud CX offers better workforce management features, particularly in agent availability and skills management, with scores of 8.7 and 8.6 respectively, while Zoom's offerings in this area are less comprehensive, making Genesys a stronger choice for managing teams effectively.
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Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableZoom Contact Center
Essentials
Starting at $69.00
1 Agent Per Month
For IT help desk, inbound contact center, and core omnichannel contact center
- AI Companion
- Flow Editor + IVR
- Real-Time Transcription
Free Trial
Genesys Cloud CX
Free Trial is available
Zoom Contact Center
No trial information availableRatings
Meets Requirements
8.6
1,014
8.3
45
Ease of Use
8.9
1,022
8.7
46
Ease of Setup
8.3
589
7.9
37
Ease of Admin
8.4
573
8.4
35
Quality of Support
8.2
972
8.3
45
Has the product been a good partner in doing business?
8.5
567
8.8
35
Product Direction (% positive)
8.7
916
9.3
47
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
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
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
8.8
38
8.2
191
6.7
29
8.5
224
|
Verified
7.6
32
8.3
192
|
Verified
7.4
32
8.3
224
|
Verified
6.6
31
Generative AI
7.9
60
7.6
30
Functions
8.8
382
|
Verified
8.2
38
8.8
391
|
Verified
8.8
39
8.7
328
|
Verified
8.8
34
8.3
223
|
Verified
7.2
30
8.5
234
|
Verified
7.0
27
9.1
304
|
Verified
8.2
34
8.8
291
|
Verified
7.5
34
8.6
232
7.2
35
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
7.6
32
8.8
385
|
Verified
9.0
34
7.5
419
|
Verified
7.7
38
8.8
275
|
Verified
8.4
37
8.4
247
7.8
31
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
8.9
6
8.6
155
8.1
6
8.5
146
7.5
6
8.2
144
7.8
6
7.9
112
4.2
6
Administration
8.0
137
7.2
6
8.5
156
6.7
6
8.4
163
7.2
6
7.9
137
6.7
5
8.4
146
7.3
5
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
7.7
8
7.9
125
7.1
8
8.8
159
8.8
8
9.2
161
9.4
8
8.8
156
9.8
8
9.2
154
9.6
8
9.1
156
9.8
8
Generative AI
7.8
55
8.1
8
Workforce Management
8.9
147
8.3
8
8.8
143
7.9
8
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
8.6
7
8.2
154
9.0
8
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 Zoom Contact Center are categorized as Contact Center Quality Assurance, Contact Center Workforce, 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, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, Proactive Notification, and AI Agents For Business Operations
Zoom Contact Center is categorized as Contact Center Knowledge Base
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoom Contact Center
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%
Farming
19.1%
Financial Services
10.6%
Legal Services
6.4%
Hospital & Health Care
6.4%
Higher Education
6.4%
Other
51.1%
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
Verified User in Computer Software
As of now, I have nothing to say about dislike.
Zoom Contact Center
Most Helpful Favorable Review
Verified User in Farming
Easy to use and navigate. I like how simply it is to find other people adn transfer calls. Also being able to go back and refernce old calls is awesome
Most Helpful Critical Review
Katrina C.
Verified User in Financial Services
Zoom contact center was very difficult t set up. I am sure it is a lot easier if you pay extra to ZOOM to have them set it up
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 Farming
Easy to use and navigate. I like how simply it is to find other people adn transfer calls. Also being able to go back and refernce old calls is awesome
Verified User in Computer Software
As of now, I have nothing to say about dislike.
Katrina C.
Verified User in Financial Services
Zoom contact center was very difficult t set up. I am sure it is a lot easier if you pay extra to ZOOM to have them set it up
Alternatives
Discussions
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We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
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The text appears to be related to a technical context, possibly involving software or system design. "States" and "wait feature" could refer to components or...Read more
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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
Zoom Contact Center has no discussions with answers
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