# Daktela vs Genesys Cloud CX Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Genesys Cloud CX excels in customization options, allowing organizations to tailor the platform to their specific call flows and routing needs. Users appreciate the flexibility it offers, which is particularly beneficial for businesses with unique requirements.
- **Users say** that Daktela stands out for its exceptional customer support, with many highlighting the professionalism and responsiveness of their support team. One user specifically praised the quick resolution of urgent requests, showcasing Daktela's commitment to client satisfaction.
- **According to verified reviews** , Genesys Cloud CX is recognized for its cloud-based architecture, which eliminates the need for installation and simplifies access for users. This feature has been particularly appreciated by teams looking for a hassle-free setup.
- **Reviewers mention** that Daktela effectively integrates multiple communication channels into a single platform, making it easier for users to manage interactions. This capability has been highlighted as a significant advantage for businesses seeking streamlined communication.
- **G2 reviewers indicate** that while Genesys Cloud CX has a higher overall satisfaction score, Daktela's users rate it slightly better in areas like call monitoring and reporting features. This suggests that Daktela may offer more robust tools for performance evaluation and analytics.
- **Users report** that Genesys Cloud CX has been making strides in enhancing its agent-friendly features, particularly with AI-powered automation that can perform actions across systems. This innovation is seen as a valuable improvement that enhances operational efficiency.



| | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Star Rating** | 4.8 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 48 | 1,550 | 
| **Largest Market Segment** | Small-Business (48.9% of reviews) | Mid-Market (46.1% of reviews) | 
| **Entry Level Price** | Starting at €9.00 1 Licence Per Month | No pricing available | 

---
## Top Pros & Cons

### Daktela

**Not enough data**

### Genesys Cloud CX

Pros:
- Ease of Use (135 reviews)
- Features (98 reviews)

Cons:
- Limited Features (55 reviews)
- Missing Features (53 reviews)

---
## Ratings Comparison
| Rating | Daktela | Genesys Cloud CX | 
|---|---|---|
  | **Meets Requirements** | 9.1 (42 reviews) | 8.6 (1075 reviews) | 
  | **Ease of Use** | 8.6 (41 reviews) | 8.9 (1111 reviews) | 
  | **Ease of Setup** | 8.0 (27 reviews) | 8.4 (669 reviews) | 
  | **Ease of Admin** | 8.2 (27 reviews) | 8.5 (617 reviews) | 
  | **Quality of Support** | 9.3 (41 reviews) | 8.2 (1031 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.2 (26 reviews) | 8.5 (610 reviews) | 
  | **Product Direction (% positive)** | 9.7 (42 reviews) | 8.7 (977 reviews) | 

---
## Pricing

### Daktela

#### Entry-Level Pricing

Plan: Basic

Price: Starting at €9.00 1 Licence Per Month

Key Features:
- Fully Featured Hosted PBX
- Voicemail 
- Voice Services

[Browse all 4 editions](https://www.g2.com/products/daktela/pricing)

#### Free Trial

Yes

### Genesys Cloud CX

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 9.1/10 | 30 |

#### Messenger

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Sequencing** | Not enough data | 8.8 (23 reviews) | 
| **AI** | Not enough data | 9.1 (26 reviews) | 
| **Live Chat** | Not enough data | 9.1 (25 reviews) | 
| **Customization Interface** | Not enough data | 8.5 (25 reviews) | 

#### Channels

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Social Media** | Not enough data | 9.0 (24 reviews) | 
| **Website** | Not enough data | 9.1 (23 reviews) | 
| **Text Message (SMS)** | Not enough data | 9.2 (22 reviews) | 
| **Voice Assistants** | Not enough data | 8.9 (21 reviews) | 
| **Other** | Not enough data | 9.2 (20 reviews) | 

#### Customers

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Targeting** | Not enough data | 8.9 (27 reviews) | 
| **Profiles** | Not enough data | 8.6 (24 reviews) | 
| **Analytics** | Not enough data | 9.1 (25 reviews) | 
| **Lead Gathering** | Not enough data | 8.7 (23 reviews) | 
| **Sales Conversion** | Not enough data | 9.2 (24 reviews) | 

#### Agentic AI - Conversational Marketing

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.8/10 | 197 |

#### Dialing Options

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Preview Dialing** | Not enough data | 8.9 (145 reviews) | 
| **Progressive Dialing** | Not enough data | 8.9 (129 reviews) | 
| **Predictive Dialing** | Not enough data | 9.0 (7 reviews) | 

#### Agent Tools

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | 8.6 (125 reviews) | 
| **Callback Scheduling ** | Not enough data | 8.7 (139 reviews) | 
| **Call Recording ** | Not enough data | 9.2 (163 reviews) | 

#### Automation

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | 8.6 (121 reviews) | 
| **Interactive Voice Response (IVR)** | Not enough data | 9.2 (148 reviews) | 
| **Call Scrubbing** | Not enough data | 8.7 (109 reviews) | 

#### Agentic AI - Auto Dialer

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 9.2 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 8.6 (6 reviews) | 

#### AI Capabilities - Auto Dialer

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | 8.7 (5 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.2/10 | 194 |

#### Quality Assurance

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Evaluation** | Not enough data | 8.8 (160 reviews) | 
| **Calibration** | Not enough data | 8.6 (150 reviews) | 
| **Reports** | Not enough data | 7.8 (161 reviews) | 

#### Engagement

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Feedback** | Not enough data | 8.5 (139 reviews) | 
| **Dashboards** | Not enough data | 8.2 (160 reviews) | 
| **Training** | Not enough data | 8.2 (148 reviews) | 

#### Performance

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Integrations** | Not enough data | 8.5 (155 reviews) | 
| **Compliance** | Not enough data | 9.0 (153 reviews) | 

#### Generative AI

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.1 (33 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (33 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.3/10 | 525 |

#### Channels

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Voice** | Not enough data | 9.1 (357 reviews) ✓ Verified | 
| **Social** | Not enough data | 8.3 (209 reviews) | 
| **Web Chat** | Not enough data | 8.6 (242 reviews) ✓ Verified | 
| **Mobile SMS** | Not enough data | 8.3 (207 reviews) ✓ Verified | 
| **Email** | Not enough data | 8.3 (242 reviews) ✓ Verified | 

#### Generative AI

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.9 (69 reviews) | 

#### Functions

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Session Routing** | Not enough data | 8.8 (394 reviews) ✓ Verified | 
| **Session Queuing** | Not enough data | 8.8 (403 reviews) ✓ Verified | 
| **Concurrent Calling** | Not enough data | 8.8 (342 reviews) ✓ Verified | 
| **Speech Analytics** | Not enough data | 8.3 (238 reviews) ✓ Verified | 
| **Auto Dialer** | Not enough data | 8.5 (245 reviews) ✓ Verified | 
| **IVR** | Not enough data | 9.1 (320 reviews) ✓ Verified | 
| **Inbound Screen Pop** | Not enough data | 8.8 (305 reviews) ✓ Verified | 
| **Persistent Data** | Not enough data | 8.6 (244 reviews) | 

#### Agentic AI - Contact Center

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.7 (10 reviews) | 
| **Cross-system Integration** | Not enough data | 8.0 (11 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (12 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (10 reviews) | 

#### Administrative

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 8.3 (356 reviews) ✓ Verified | 
| **Administrator Access** | Not enough data | 8.8 (402 reviews) ✓ Verified | 
| **Reporting & Dashboards** | Not enough data | 7.5 (441 reviews) ✓ Verified | 
| **Session Recording** | Not enough data | 8.8 (289 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | Not enough data | 8.5 (262 reviews) | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 9.1/10 | 47 |

#### Responses

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Personalization** | Not enough data | 9.2 (36 reviews) | 
| **Route To Human** | Not enough data | 9.4 (36 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.6 (33 reviews) | 

#### Automation - AI Agents

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 9.1 (9 reviews) | 
| **Customer Interaction Automation** | Not enough data | 9.2 (11 reviews) | 
| **Lead Generation** | Not enough data | 8.3 (8 reviews) | 
| **Document Processing** | Not enough data | 8.5 (8 reviews) | 
| **Feedback Collection** | Not enough data | 9.1 (11 reviews) | 

#### Platform

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.8 (35 reviews) | 
| **Integration** | Not enough data | 9.3 (37 reviews) | 
| **Human-In-The-Loop** | Not enough data | 9.1 (33 reviews) | 

#### Autonomy -  AI Agents

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 9.0 (10 reviews) | 
| **Adaptive Responses** | Not enough data | 9.2 (11 reviews) | 
| **Task Execution** | Not enough data | 8.9 (9 reviews) | 
| **Problem Solving** | Not enough data | 9.0 (10 reviews) | 

#### Generative AI

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **AI Text Generation** | Not enough data | 9.7 (5 reviews) | 
| **AI Text Summarization** | Not enough data | 9.2 (6 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 75 |

#### Responses

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Customization** | Not enough data | 8.7 (60 reviews) | 
| **Control** | Not enough data | 8.8 (58 reviews) | 
| **Route To Human** | Not enough data | 9.1 (60 reviews) | 
| **Menu bars** | Not enough data | 8.5 (61 reviews) | 
| **Drip sequences** | Not enough data | 8.3 (55 reviews) | 

#### Platform

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Live chat** | Not enough data | 9.0 (59 reviews) | 
| **Integrations** | Not enough data | 8.8 (64 reviews) | 
| **Branding** | Not enough data | 9.0 (56 reviews) | 
| **Analytics** | Not enough data | 8.6 (62 reviews) | 
| **A/B testing** | Not enough data | Feature Not Available | 
| **Role-based access** | Not enough data | 8.9 (62 reviews) | 
| **Collection of information** | Not enough data | 8.7 (57 reviews) | 

#### Generative AI

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.6 (29 reviews) | 
| **AI Text Summarization** | Not enough data | 8.6 (29 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.4/10 | 202 |

#### Workforce Management

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.7 (173 reviews) | 
| **Skills Management** | Not enough data | 8.6 (163 reviews) | 
| **Shift Scheduling** | Not enough data | 8.5 (154 reviews) | 
| **Agent Self-Service** | Not enough data | 8.2 (151 reviews) | 
| **Mobile Access** | Not enough data | 8.0 (119 reviews) | 

#### Administration

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Automation** | Not enough data | 8.1 (145 reviews) | 
| **Performance Analysis** | Not enough data | 8.5 (164 reviews) | 
| **Dashboards** | Not enough data | 8.4 (172 reviews) | 
| **Forecasting** | Not enough data | 8.0 (145 reviews) | 
| **Intraday Management** | Not enough data | 8.5 (153 reviews) | 

### Co-Browsing

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 9.2/10 | 27 |

#### Administration

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Access Control** | Not enough data | 9.2 (25 reviews) | 
| **Web Page Navigation** | Not enough data | 8.9 (24 reviews) | 
| **Real Time Assistance** | Not enough data | 9.2 (23 reviews) | 

#### Security

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Data Security** | Not enough data | 9.3 (24 reviews) | 
| **Data Masking** | Not enough data | 9.4 (23 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 9.0/10 | 49 |

#### Messaging Channels

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **SMS Messaging** | Not enough data | 9.0 (31 reviews) | 
| **Email** | Not enough data | 9.2 (32 reviews) | 
| **Voice Messaging** | Not enough data | 9.2 (34 reviews) | 
| **Two way messaging** | Not enough data | 9.0 (33 reviews) | 

#### Administration

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Scheduling** | Not enough data | 9.0 (35 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (33 reviews) | 
| **Segmentation** | Not enough data | 8.7 (33 reviews) | 
| **Integrations** | Not enough data | 9.0 (37 reviews) | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | 8.9/10 | 44 |
| **Genesys Cloud CX** | 8.1/10 | 191 |

#### Platform

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Omnichannel** | 9.1 (31 reviews) | 8.7 (153 reviews) | 
| **Mobile Access** | 8.3 (32 reviews) | 7.8 (132 reviews) | 
| **Queue Management** | 9.0 (41 reviews) | 8.9 (168 reviews) | 
| **Call Routing** | 9.1 (41 reviews) | 9.2 (171 reviews) | 
| **Call Back** | 9.1 (39 reviews) | 8.8 (165 reviews) | 
| **IVR** | 8.9 (32 reviews) | 9.2 (164 reviews) | 
| **Automatic Call Distribution** | 9.1 (33 reviews) | 9.1 (165 reviews) | 

#### Generative AI

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **AI Text-to-Speech** | 7.1 (7 reviews) | 7.7 (61 reviews) | 

#### Workforce Management

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Call Monitoring** | 9.2 (39 reviews) | 8.9 (155 reviews) | 
| **Performance Evaluation** | 8.9 (35 reviews) | 8.8 (152 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 7.3 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | 5.8 (8 reviews) | 
| **Proactive Assistance** | Not enough data | 5.6 (8 reviews) | 

#### Administrative

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Call Recording** | 9.5 (37 reviews) | 9.1 (163 reviews) | 
| **Reporting & Dashboards** | 9.2 (39 reviews) | 8.3 (166 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.9/10 | 46 |

#### Customer Support

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Text** | Not enough data | 9.0 (35 reviews) | 
| **Speech** | Not enough data | 9.0 (37 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (34 reviews) | 

#### Automation

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.7 (33 reviews) | 
| **Customization** | Not enough data | 8.6 (37 reviews) | 
| **Intelligent Routing** | Not enough data | 9.1 (36 reviews) | 

#### Artificial Intelligence

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Learning** | Not enough data | 9.0 (35 reviews) | 
| **Language** | Not enough data | 8.8 (35 reviews) | 
| **Conversational AI** | Not enough data | 9.0 (33 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.3/10 | 248 |

#### Generative AI

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (28 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (28 reviews) | 
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Communication

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.6 (176 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.5 (178 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.4 (131 reviews) | 
| **In-App Messaging** | Not enough data | 8.5 (145 reviews) | 
| **Co-Browsing** | Not enough data | 8.4 (97 reviews) | 

####  Internal Use

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Customization ** | Not enough data | 8.4 (175 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.7 (168 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.4 (129 reviews) ✓ Verified | 
| **Knowledge Base** | Not enough data | 8.4 (145 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.3 (141 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.4 (138 reviews) ✓ Verified | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 47 |

#### Generative AI

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.9 (13 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (13 reviews) | 

#### Process

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Mentions** | Not enough data | 8.3 (28 reviews) | 
| **Tickets** | Not enough data | 9.0 (31 reviews) | 
| **Macros** | Not enough data | 8.7 (29 reviews) | 

#### Channels

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Email** | Not enough data | 8.9 (33 reviews) | 
| **Social** | Not enough data | 8.9 (34 reviews) | 
| **Live Chat** | Not enough data | 8.8 (35 reviews) | 
| **Phone** | Not enough data | 9.7 (37 reviews) | 
| **Text** | Not enough data | 9.1 (33 reviews) | 

#### Insight

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Surveys** | Not enough data | 9.3 (30 reviews) | 
| **Reporting** | Not enough data | 9.0 (37 reviews) | 
| **Visitor Activity** | Not enough data | 8.9 (33 reviews) | 
| **Help Desk** | Not enough data | 9.4 (31 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 7.5/10 | 28 |

#### Generative AI

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.5 (27 reviews) | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.3/10 | 70 |

#### Platform Basics - VoIP Providers

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **PBX systems, VoIP Softphone** | Not enough data | 8.5 (8 reviews) | 
| **Call Management** | Not enough data | 8.5 (9 reviews) | 
| **Network monitoring** | Not enough data | 6.7 (8 reviews) | 
| **Integrations** | Not enough data | 7.6 (9 reviews) | 
| **Virtual PBX** | Not enough data | 8.1 (7 reviews) | 
| **SIP trunking services** | Not enough data | 7.9 (7 reviews) | 

#### Basic Communication

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Phone Calls** | Not enough data | 9.6 (65 reviews) | 
| **Video Calls** | Not enough data | 7.5 (44 reviews) | 
| **Instant Messaging** | Not enough data | 8.4 (52 reviews) | 
| **Screen Sharing** | Not enough data | 8.3 (46 reviews) | 
| **Conference Calls** | Not enough data | 8.8 (53 reviews) | 
| **Desk-to-Desk Calls** | Not enough data | 8.7 (54 reviews) | 

#### Agentic AI - VoIP Providers

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Access

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Software Pairing** | Not enough data | 8.1 (54 reviews) | 
| **Browser Extension** | Not enough data | 7.9 (47 reviews) | 
| **Individual Download** | Not enough data | 7.8 (48 reviews) | 

#### Advanced Features

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Hold Music** | Not enough data | 8.9 (60 reviews) | 
| **Automated Attendants** | Not enough data | 8.6 (53 reviews) | 
| **VOiP Number** | Not enough data | 9.1 (61 reviews) | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 11 |

#### Voice Recognition - AI Voice Assistants

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Voice Recognition** | Not enough data | 8.5 (8 reviews) | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Speech Synthesis** | Not enough data | 9.0 (8 reviews) | 
| **Customizable speech** | Not enough data | 8.5 (8 reviews) | 
| **Multiple voice actions** | Not enough data | 8.8 (8 reviews) | 

#### Security and privacy - AI Voice Assistants

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Encrypted communication** | Not enough data | 8.8 (8 reviews) | 

#### Compatibility - AI Voice Assistants

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Cross platform compatibility** | Not enough data | 8.8 (8 reviews) | 

### Genesys AppFoundry Marketplace

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.3/10 | 5 |

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | 8.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Outbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.4/10 | 69 |

#### Agentic AI - Outbound Call Tracking

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.2 (10 reviews) | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 

#### Calling

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Record Calls** | Not enough data | 9.4 (62 reviews) | 
| **Generate Location** | Not enough data | 8.6 (54 reviews) | 
| **Call Types** | Not enough data | 8.8 (60 reviews) | 
| **Click-to-Call** | Not enough data | 8.8 (60 reviews) | 
| **Auto Dialer** | Not enough data | 8.9 (12 reviews) | 

#### Contacts

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Personalization** | Not enough data | 8.6 (57 reviews) | 
| **Information Locater** | Not enough data | 8.6 (57 reviews) | 
| **Record Prospect Data** | Not enough data | 8.4 (54 reviews) | 

#### Insights

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (55 reviews) | 
| **Daily Summary** | Not enough data | Feature Not Available | 
| **Automated Voicemails** | Not enough data | 8.5 (57 reviews) | 
| **Automated Emails** | Not enough data | 8.1 (52 reviews) | 
| **Sorts Prospects** | Not enough data | 8.1 (51 reviews) | 
| **Automated Note Taking** | Not enough data | 8.1 (9 reviews) | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 67 |

#### Agentic AI - UCaaS Platforms

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Extensions

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Tenancy Flexibility** | Not enough data | 8.9 (43 reviews) | 
| **Native VoIP** | Not enough data | 9.3 (47 reviews) ✓ Verified | 
| **CCaaS Option** | Not enough data | 9.1 (52 reviews) ✓ Verified | 

#### Features

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Voicemail to Email** | Not enough data | 8.6 (39 reviews) | 
| **Voicemail to SMS** | Not enough data | 8.1 (33 reviews) | 
| **File Sharing** | Not enough data | 8.2 (35 reviews) ✓ Verified | 
| **Voice Conferencing** | Not enough data | 9.2 (36 reviews) ✓ Verified | 
| **Video Conferencing** | Not enough data | 8.9 (33 reviews) ✓ Verified | 
| **Conference Transcripts** | Not enough data | Feature Not Available | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | 7.4/10 | 50 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 7.2 (20 reviews) | 
| **Contextual Response Generation** | Not enough data | 7.0 (22 reviews) | 
| **Sentiment Analysis** | Not enough data | 7.1 (20 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 7.2 (20 reviews) | 
| **Multilingual Support** | Not enough data | 7.4 (22 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 6.9 (19 reviews) | 
| **Feedback Collection** | Not enough data | 7.6 (19 reviews) | 
| **Escalation Handling** | Not enough data | 8.2 (20 reviews) | 
| **Workflow Optimization** | Not enough data | 8.4 (29 reviews) | 

#### Automation

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.6 (26 reviews) | 
| **Feedback Collection** | Not enough data | 8.3 (20 reviews) | 
| **Document Processing** | Not enough data | 7.5 (19 reviews) | 

#### Autonomy

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 6.6 (22 reviews) | 
| **Adaptive Responses** | Not enough data | 6.7 (21 reviews) | 
| **Task Execution** | Not enough data | 7.1 (21 reviews) | 
| **Problem Solving** | Not enough data | 7.2 (20 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Daktela** | N/A | N/A |
| **Genesys Cloud CX** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci)


**Unique to Genesys Cloud CX (19):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Contact Center Software](https://www.g2.com/categories/contact-center), [Chatbots Software](https://www.g2.com/categories/chatbots), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Co-Browsing Software](https://www.g2.com/categories/co-browsing), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Live Chat Software](https://www.g2.com/categories/live-chat), [VoIP Providers](https://www.g2.com/categories/voip-providers), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce)


---
## Reviewer Demographics

### By Company Size

| Segment | Daktela | Genesys Cloud CX | 
|---|---|---|
| **Small-Business** | 48.9% | 13.8% | 
| **Mid-Market** | 48.9% | 46.1% | 
| **Enterprise** | 2.1% | 40.1% | 

### By Industry

#### Daktela

- **Telecommunications:** 8.5%
- **Retail:** 6.4%
- **Furniture:** 6.4%
- **Financial Services:** 6.4%
- **Medical Devices:** 6.4%
- **Information Technology and Services:** 6.4%
- **Food & Beverages:** 4.3%
- **Pharmaceuticals:** 4.3%
- **Marketing and Advertising:** 4.3%
- **Human Resources:** 4.3%
- **Other:** 42.6%

#### Genesys Cloud CX

- **Information Technology and Services:** 10.9%
- **Financial Services:** 10.2%
- **Telecommunications:** 5.8%
- **Consumer Services:** 5.1%
- **Insurance:** 4.7%
- **Accounting:** 4.6%
- **Banking:** 4.4%
- **Computer Software:** 4.2%
- **Hospital & Health Care:** 3.7%
- **Retail:** 3.6%
- **Other:** 42.7%

---
## Alternatives

### Alternatives to Daktela

- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2505 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1731 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1845 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1371 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1594 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Nextiva](https://www.g2.com/products/nextiva/reviews) — 4.5/5 stars (3570 reviews)
- [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1129 reviews)
- [Automation Anywhere Agentic Process Automation](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews) — 4.5/5 stars (5577 reviews)

### Alternatives to Genesys Cloud CX

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2505 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1731 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (739 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1845 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1594 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6948 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3861 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7342 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1371 reviews)

---
## Top Discussions

### Daktela

No discussions available for this product.

### Genesys Cloud CX

- Title: [Anyone integrated PureCloud with custom CRM?](https://www.g2.com/discussions/anyone-integrated-purecloud-with-custom-crm) — 5 comments, 1 upvote
  > **Top comment:** "No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help."
- Title: [how do i reschedule emails or put them on hold?](https://www.g2.com/discussions/16240-how-do-i-reschedule-emails-or-put-them-on-hold) — 5 comments, 1 upvote
  > **Top comment:** "Best to comment on the Genesys Communities board for answers to these questions, and new features etc. "
- Title: [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) — 2 comments
  > **Top comment:** "Its a sales CRM tool. It's a good option for small businesses."
- Title: [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) — 2 comments
  > **Top comment:** "I collaborated by giving my opinion and observations."
- Title: [What does Zendesk software do?](https://www.g2.com/discussions/what-does-zendesk-software-do) — 2 comments
  > **Top comment:** "It is a ticketing Tool"

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/daktela-vs-genesys-cloud-cx)