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At a Glance
Market Segments
Enterprise (56.5% of reviews)
Mid-Market (46.5% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Automation Anywhere
Star Rating
(5,543)4.5 out of 5
Market Segments
Enterprise (56.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about Automation AnywhereGenesys Cloud CX
Star Rating
(1,488)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX excels in Call Routing with a score of 9.1, which reviewers mention provides efficient and intelligent distribution of calls, ensuring that customers reach the right agents quickly. In contrast, Automation Anywhere scores slightly higher at 9.2, with users noting its advanced algorithms that enhance routing accuracy.
- Reviewers mention that Automation Anywhere shines in Reporting & Dashboards, achieving a score of 9.6, which users appreciate for its comprehensive analytics and customizable reporting features. Genesys Cloud CX, while still strong at 8.2, is noted by users as having less flexibility in dashboard customization.
- Users on G2 highlight the Omnichannel capabilities of Automation Anywhere, scoring 9.3, which reviewers say allows seamless integration across various communication channels. Genesys Cloud CX, with a score of 8.7, is praised for its solid omnichannel support but is seen as less robust in comparison.
- Reviewers mention that both products have an Ease of Use score of 8.9, indicating that users find both platforms intuitive. However, users report that Genesys Cloud CX has a slight edge in user interface design, making it easier for new users to navigate.
- G2 users highlight the Quality of Support for Automation Anywhere, scoring 8.7, with reviewers noting prompt and effective assistance. Genesys Cloud CX, at 8.2, is still regarded as reliable, but some users express a desire for quicker response times.
- Users report that Genesys Cloud CX's Call Monitoring feature, scoring 8.8, is effective for real-time performance tracking, while Automation Anywhere's Call Monitoring, scoring 9.1, is praised for its advanced analytics that help in identifying trends and areas for improvement.
Pricing
Entry-Level Pricing
Automation Anywhere
No pricing availableGenesys Cloud CX
No pricing availableFree Trial
Automation Anywhere
Free Trial is available
Genesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
8.8
3,573
8.6
1,036
Ease of Use
8.9
3,588
8.9
1,069
Ease of Setup
8.3
1,465
8.4
633
Ease of Admin
8.4
1,417
8.4
585
Quality of Support
8.7
3,436
8.2
993
Has the product been a good partner in doing business?
8.7
1,388
8.5
579
Product Direction (% positive)
9.1
3,504
8.7
938
Features by Category
Messenger
Not enough data
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Channels
Not enough data
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Customers
Not enough data
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
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
Not enough data
8.9
143
Not enough data
8.9
127
Not enough data
9.2
6
Agent Tools
Not enough data
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Automation
Not enough data
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
Agentic AI - Auto Dialer
Not enough data
9.2
6
Not enough data
8.6
6
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
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
Functionality
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 - IT Service Management (ITSM) Tools
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
Automation Building
8.7
2579
|
Verified
Not enough data
8.7
2610
|
Verified
Not enough data
8.5
2502
|
Verified
Not enough data
8.6
2568
|
Verified
Not enough data
8.6
2492
|
Verified
Not enough data
9.1
997
|
Verified
Not enough data
Bot Management & Execution
8.9
2560
|
Verified
Not enough data
8.7
2537
|
Verified
Not enough data
8.6
2488
|
Verified
Not enough data
8.7
2391
|
Verified
Not enough data
9.1
972
|
Verified
Not enough data
9.0
972
|
Verified
Not enough data
Intelligent Automation
8.6
964
|
Verified
Not enough data
8.6
906
|
Verified
Not enough data
8.6
864
|
Verified
Not enough data
Agentic AI - Robotic Process Automation (RPA)
9.0
22
Not enough data
8.8
22
Not enough data
8.8
22
Not enough data
8.9
21
Not enough data
9.0
21
Not enough data
8.8
21
Not enough data
8.9
22
Not enough data
Platform Basics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform 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
Platform Additional Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Office 365 Management
Not enough data
Not enough data
Quality Assurance
Not enough data
8.7
157
Not enough data
8.6
148
Not enough data
7.7
159
Engagement
Not enough data
8.5
138
Not enough data
8.2
158
Not enough data
8.2
146
Performance
Not enough data
8.5
153
Not enough data
8.9
151
Generative AI
Not enough data
7.1
33
Not enough data
7.5
33
Knowledge Pages
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
Knowledge Dissemination
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
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Knowledge Base
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
9.1
342
|
Verified
Not enough data
8.2
202
Not enough data
8.6
234
|
Verified
Not enough data
8.3
202
|
Verified
Not enough data
8.3
233
|
Verified
Generative AI
Not enough data
7.8
68
Functions
Not enough data
8.8
391
|
Verified
Not enough data
8.8
399
|
Verified
Not enough data
8.8
337
|
Verified
Not enough data
8.3
232
|
Verified
Not enough data
8.5
242
|
Verified
Not enough data
9.1
313
|
Verified
Not enough data
8.8
300
|
Verified
Not enough data
8.6
241
Agentic AI - Contact Center
Not enough data
6.7
10
Not enough data
7.8
10
Not enough data
7.1
11
Not enough data
6.7
10
Administrative
Not enough data
8.3
354
|
Verified
Not enough data
8.8
394
|
Verified
Not enough data
7.5
429
|
Verified
Not enough data
8.8
284
|
Verified
Not enough data
8.4
256
Infrastructure Provision
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
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality
Not enough data
Not enough data
Responses
Not enough data
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Automation - AI Agents
Not enough data
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Platform
Not enough data
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Autonomy - AI Agents
Not enough data
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Responses
Not enough data
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Platform
Not enough data
8.9
56
Not enough data
8.9
59
Not enough data
9.0
56
Not enough data
8.5
59
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Generative AI
Not enough data
8.6
29
Not enough data
8.6
29
Workforce Management
Not enough data
8.7
171
Not enough data
8.6
161
Not enough data
8.5
152
Not enough data
8.2
150
Not enough data
8.0
118
Administration
Not enough data
8.1
144
Not enough data
8.5
163
Not enough data
8.4
170
Not enough data
7.9
143
Not enough data
8.5
152
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Security
Not enough data
9.3
24
Not enough data
9.4
23
Process Management
9.3
81
Not enough data
9.3
80
Not enough data
9.2
80
Not enough data
9.2
80
Not enough data
Process Analysis
9.4
80
Not enough data
9.2
80
Not enough data
9.4
80
Not enough data
Automation
9.4
80
Not enough data
9.2
79
Not enough data
Generative AI
8.7
25
Not enough data
Agentic AI - Process Mining
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
Messaging Channels
Not enough data
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Administration
Not enough data
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Digital Employee Experience (DEX) ManagementHide 12 FeaturesShow 12 Features
Not enough data
Not enough data
Experience
Not enough data
Not enough data
Not enough data
Not enough data
Management
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
Performance
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
Platform
9.3
23
8.7
146
8.6
22
7.8
131
9.6
23
8.8
165
9.3
23
9.2
167
9.3
23
8.8
162
9.2
23
9.2
160
9.1
23
9.1
162
Generative AI
8.3
7
7.6
60
Workforce Management
9.1
23
8.9
153
9.3
23
8.8
150
Call Center Infrastructure (CCI)
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Administrative
9.3
23
9.0
159
9.6
23
8.2
160
Customer Support
Not enough data
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Automation
Not enough data
8.7
33
Not enough data
8.6
37
Not enough data
9.0
35
Artificial Intelligence
Not enough data
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Generative AI
Not enough data
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Communication
Not enough data
8.6
172
|
Verified
Not enough data
8.4
175
|
Verified
Not enough data
8.4
130
Not enough data
8.5
142
Not enough data
8.4
97
Internal Use
Not enough data
8.4
174
|
Verified
Not enough data
8.6
167
|
Verified
Not enough data
8.4
128
|
Verified
Not enough data
8.4
144
|
Verified
Not enough data
8.2
137
|
Verified
Not enough data
8.4
137
|
Verified
Generative AI
Not enough data
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Process
Not enough data
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Channels
Not enough data
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
Not enough data
9.1(won by default)
33
Insight
Not enough data
9.3(won by default)
30
Not enough data
9.0(won by default)
35
Not enough data
8.9(won by default)
33
Not enough data
9.3(won by default)
30
Generative AI
Not enough data
7.5
27
Data Capture
8.6
56
Not enough data
8.5
56
Not enough data
Data Extraction
8.7
56
Not enough data
8.5
56
Not enough data
Data Validation
8.8
55
Not enough data
Workflow Automation
8.5
55
Not enough data
8.7
56
Not enough data
Document Management
8.7
55
Not enough data
8.4
56
Not enough data
Machine Learning
8.2
55
Not enough data
Natural Language Processing
8.1
55
Not enough data
Semantic Analysis
8.4
54
Not enough data
Data Integration
8.6
54
Not enough data
Security
8.7
56
Not enough data
8.8
56
Not enough data
Integration - Machine Learning
Not enough data
Not enough data
Learning - Machine Learning
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform Basics - VoIP Providers
Not enough data
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Basic Communication
Not enough data
9.6
64
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
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
Not enough data
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Advanced Features
Not enough data
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Voice Recognition - AI Voice Assistants
Not enough data
8.5
8
Speech Synthesis - AI Voice Assistants
Not enough data
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Security and privacy - AI Voice Assistants
Not enough data
8.8
8
Compatibility - AI Voice Assistants
Not enough data
8.8
8
Workflow Design & Orchestration
9.4
9
Not enough data
9.4
9
Not enough data
Integrations & Connectivity
9.3
9
Not enough data
8.3
9
Not enough data
Automation Execution & Intelligence
9.4
9
Not enough data
8.7
9
Not enough data
Development & Customization
9.4
9
Not enough data
8.9
9
Not enough data
Governance & Security
9.1
9
Not enough data
9.6
9
Not enough data
Reporting & Analytics
8.5
9
Not enough data
9.4
9
Not enough data
Agentic AI - Business Automation Platforms (BAPs)
8.6
7
Not enough data
9.3
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
9.3
7
Not enough data
9.3
7
Not enough data
Telemetry Collection & Ingestion - Observability
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Observability Software
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
Visualization & Dashboards - Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Correlation & Root Cause Analysis - Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Scalability & Ecosystem Integration - Observability
Not enough data
Not enough data
Not enough data
Not enough data
AI Features - Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - SAP Store
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
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
Workflow Design & Integration - AI Orchestration
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
Performance Optimization & Analytics - AI Orchestration
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
Governance & Compliance Controls - AI Orchestration
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
6.2
10
Not enough data
6.2
10
Calling
Not enough data
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
Contacts
Not enough data
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Insights
Not enough data
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
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
Not enough data
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Features
Not enough data
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
Application Design
8.2
22
Not enough data
8.9
22
Not enough data
8.3
22
Not enough data
8.7
22
Not enough data
8.4
22
Not enough data
Data Control
8.6
22
Not enough data
8.3
22
Not enough data
8.6
22
Not enough data
Publishing
8.3
22
Not enough data
8.7
22
Not enough data
8.1
22
Not enough data
Agentic AI - Low-Code Development Platforms
8.8
11
Not enough data
9.7
10
Not enough data
8.8
10
Not enough data
Knowledge Base
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
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 Query Resolution - AI Customer Support Agents
Not enough data
7.2
20
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.6
19
Customer Interaction Automation - AI Customer Support Agents
Not enough data
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Automation
Not enough data
8.2
20
Not enough data
8.2
19
Not enough data
7.5
19
Autonomy
Not enough data
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
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
Automation Anywhere and Genesys Cloud CX are categorized as Call Center Infrastructure (CCI)
Unique Categories
Automation Anywhere is categorized as AI Agent Builders, AI Orchestration, Digital Employee Experience (DEX) Management, Infrastructure as a Service (IaaS), IT Service Management (ITSM) Tools, Machine Learning, Master Data Management (MDM), Observability Software, Office 365 Management, Knowledge Base, Robotic Process Automation (RPA), Intelligent Document Processing (IDP), Business Automation Platforms (BAPs), Low-Code Development Platforms, Process Mining, and SAP Store
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, Contact Center Workforce, Contact Center, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, and Co-Browsing
Reviews
Reviewers' Company Size
Automation Anywhere
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Genesys Cloud CX
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
29.5%
Computer Software
10.6%
Financial Services
6.5%
Banking
4.6%
Telecommunications
4.4%
Other
44.4%
Information Technology and Services
10.8%
Financial Services
10.4%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Alternatives
Discussions
Is there a convenient way for bots to read scanned PDF files?
10 Comments
PP
It depends on the quality of the scanned docs. There are some high end tools like AA IQBOT. But even they will fail if the quality is not good enough. If the...Read more
What's the best way to extract data if Object Cloning isn't working?
5 Comments
MR
If object cloning us not working for you please try OCR or IR. Read more
Sometimes when bot is running, I noticed that error screenshots as blank or black screen.Why?
5 Comments
VR
maybe internet slow. when the screen flickering the white screen appears, on that time screenshot will be takenRead more
Anyone integrated PureCloud with custom CRM?
5 Comments
AC
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?
5 Comments
MG
Using states and wait feature in Architect Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
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