# Enghouse Contact Center vs Genesys Cloud CX Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Genesys Cloud CX excels in its **integration capabilities** , with users praising its robust open APIs and developer tools that simplify connecting with external CRMs and third-party databases. This makes the implementation process straightforward and reliable, a significant advantage for businesses looking to streamline their operations.
- **Users say** that Enghouse Contact Center offers a **comprehensive and intuitive interface** for agents, making it easy to operate and manage customer interactions across multiple channels. Reviewers appreciate the platform's ability to enhance customer experience while boosting agent productivity, particularly through its effective handling of SMS, email, and social media communications.
- **According to verified reviews** , Genesys Cloud CX stands out for its **call routing features** , which are described as well-versed and efficient. Users highlight the system's ability to distribute calls effectively to account executives, ensuring that customer inquiries are handled promptly and accurately.
- **Reviewers mention** that while Enghouse Contact Center is robust in features, it sometimes faces challenges in **meeting specific workflow needs**. Users have noted configuration difficulties, which can impact the overall user experience, especially for businesses with unique operational requirements.
- **G2 reviewers highlight** that Genesys Cloud CX has a slight edge in **ease of use** , with a user-friendly system that is straightforward to navigate. This is particularly beneficial for new users who may require a smoother onboarding experience compared to Enghouse, which, while intuitive, may require more time to fully adapt to its features.
- **Users express appreciation** for Enghouse Contact Center's **multi-channel engagement capabilities** , noting that it allows agents to access past customer interactions easily. This feature enhances the overall customer service experience, making it easier for agents to understand and respond to customer needs effectively.



| | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 99 | 1,555 | 
| **Largest Market Segment** | Mid-Market (61.2% of reviews) | Mid-Market (46.1% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Enghouse Contact Center

Pros:
- Accuracy (1 reviews)
- Accuracy of Information (1 reviews)

Cons:
- Complex Customization (1 reviews)
- Complex Implementation (1 reviews)

### Genesys Cloud CX

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

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

---
## Ratings Comparison
| Rating | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
  | **Meets Requirements** | 8.8 (67 reviews) | 8.6 (1082 reviews) | 
  | **Ease of Use** | 8.6 (97 reviews) | 8.9 (1117 reviews) | 
  | **Ease of Setup** | 7.9 (59 reviews) | 8.4 (675 reviews) | 
  | **Ease of Admin** | 7.8 (33 reviews) | 8.5 (621 reviews) | 
  | **Quality of Support** | 8.7 (67 reviews) | 8.2 (1037 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.3 (33 reviews) | 8.5 (614 reviews) | 
  | **Product Direction (% positive)** | 8.6 (66 reviews) | 8.7 (982 reviews) | 

---
## Pricing

### Enghouse Contact Center

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Genesys Cloud CX

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 9.1/10 | 30 |

#### Messenger

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 8.8/10 | 198 |

#### Dialing Options

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | 8.6 (121 reviews) | 
| **Interactive Voice Response (IVR)** | Not enough data | 9.2 (149 reviews) | 
| **Call Scrubbing** | Not enough data | 8.7 (109 reviews) | 

#### Agentic AI - Auto Dialer

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 8.2/10 | 194 |

#### Quality Assurance

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

#### Generative AI

| Feature | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | 8.3/10 | 55 |
| **Genesys Cloud CX** | 8.3/10 | 528 |

#### Channels

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Voice** | 8.5 (28 reviews) | 9.1 (359 reviews) ✓ Verified | 
| **Social** | 7.9 (16 reviews) | 8.3 (210 reviews) | 
| **Web Chat** | 7.7 (16 reviews) | 8.6 (243 reviews) ✓ Verified | 
| **Mobile SMS** | 6.8 (15 reviews) | 8.3 (208 reviews) ✓ Verified | 
| **Email** | 7.6 (21 reviews) | 8.3 (244 reviews) ✓ Verified | 

#### Generative AI

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **AI Text-to-Speech** | 8.0 (5 reviews) | 7.9 (70 reviews) | 

#### Functions

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Session Routing** | 8.9 (29 reviews) | 8.8 (394 reviews) ✓ Verified | 
| **Session Queuing** | 8.6 (33 reviews) | 8.8 (403 reviews) ✓ Verified | 
| **Concurrent Calling** | 8.7 (34 reviews) | 8.8 (343 reviews) ✓ Verified | 
| **Speech Analytics** | 8.2 (21 reviews) | 8.3 (241 reviews) ✓ Verified | 
| **Auto Dialer** | 8.8 (26 reviews) | 8.5 (246 reviews) ✓ Verified | 
| **IVR** | 8.7 (29 reviews) | 9.1 (323 reviews) ✓ Verified | 
| **Inbound Screen Pop** | 8.4 (23 reviews) | 8.8 (306 reviews) ✓ Verified | 
| **Persistent Data** | 8.9 (21 reviews) | 8.6 (244 reviews) | 

#### Agentic AI - Contact Center

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.7 (10 reviews) | 
| **Cross-system Integration** | Not enough data | 8.2 (12 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (12 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (10 reviews) | 

#### Administrative

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Session Summary Notes** | 7.9 (24 reviews) | 8.3 (356 reviews) ✓ Verified | 
| **Administrator Access** | 8.7 (37 reviews) | 8.8 (403 reviews) ✓ Verified | 
| **Reporting & Dashboards** | 8.1 (40 reviews) | 7.5 (444 reviews) ✓ Verified | 
| **Session Recording** | 7.8 (20 reviews) | 8.8 (289 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | 8.9 (20 reviews) | 8.5 (262 reviews) | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 9.1/10 | 47 |

#### Responses

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 75 |

#### Responses

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | 8.5/10 | 24 |
| **Genesys Cloud CX** | 8.4/10 | 202 |

#### Workforce Management

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Agent Availability** | 9.3 (9 reviews) | 8.7 (173 reviews) | 
| **Skills Management** | 8.3 (7 reviews) | 8.6 (163 reviews) | 
| **Shift Scheduling** | 8.8 (8 reviews) | 8.5 (154 reviews) | 
| **Agent Self-Service** | 8.1 (7 reviews) | 8.2 (151 reviews) | 
| **Mobile Access** | 7.9 (7 reviews) | 8.0 (119 reviews) | 

#### Administration

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Automation** | 8.2 (17 reviews) | 8.1 (145 reviews) | 
| **Performance Analysis** | 8.7 (18 reviews) | 8.5 (164 reviews) | 
| **Dashboards** | 9.0 (18 reviews) | 8.4 (173 reviews) | 
| **Forecasting** | 8.0 (16 reviews) | 8.0 (146 reviews) | 
| **Intraday Management** | 8.9 (15 reviews) | 8.5 (153 reviews) | 

### Co-Browsing

| Product | Score | Reviews |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 9.2/10 | 27 |

#### Administration

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 9.0/10 | 49 |

#### Messaging Channels

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | 8.6/10 | 23 |
| **Genesys Cloud CX** | 8.1/10 | 192 |

#### Platform

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Omnichannel** | 8.3 (14 reviews) | 8.7 (153 reviews) | 
| **Mobile Access** | 8.5 (10 reviews) | 7.8 (132 reviews) | 
| **Queue Management** | 8.6 (16 reviews) | 8.9 (168 reviews) | 
| **Call Routing** | 8.9 (19 reviews) | 9.2 (172 reviews) | 
| **Call Back** | 8.8 (16 reviews) | 8.8 (165 reviews) | 
| **IVR** | 8.7 (17 reviews) | 9.2 (164 reviews) | 
| **Automatic Call Distribution** | 9.2 (17 reviews) | 9.1 (165 reviews) | 

#### Generative AI

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.7 (61 reviews) | 

#### Workforce Management

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Call Monitoring** | 8.6 (19 reviews) | 8.9 (155 reviews) | 
| **Performance Evaluation** | 8.3 (15 reviews) | 8.8 (152 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Call Recording** | 8.5 (16 reviews) | 9.0 (164 reviews) | 
| **Reporting & Dashboards** | 8.0 (19 reviews) | 8.3 (166 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 8.9/10 | 46 |

#### Customer Support

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | 9.1/10 | 19 |
| **Genesys Cloud CX** | 8.3/10 | 249 |

#### Generative AI

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Pop-up Chat** | 8.7 (15 reviews) | 8.6 (176 reviews) ✓ Verified | 
| **Notifications** | 9.8 (14 reviews) | 8.5 (178 reviews) ✓ Verified | 
| **Targeted Emails** | 9.5 (14 reviews) | 8.4 (131 reviews) | 
| **In-App Messaging** | 9.0 (10 reviews) | 8.5 (145 reviews) | 
| **Co-Browsing** | 8.9 (9 reviews) | 8.4 (97 reviews) | 

####  Internal Use

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Customization ** | 8.5 (10 reviews) | 8.4 (175 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.3 (10 reviews) | 8.7 (168 reviews) ✓ Verified | 
| **Lead Development** | 8.9 (6 reviews) | 8.4 (129 reviews) ✓ Verified | 
| **Knowledge Base** | 9.0 (7 reviews) | 8.4 (145 reviews) ✓ Verified | 
| **Team Inbox ** | 9.4 (8 reviews) | 8.3 (141 reviews) ✓ Verified | 
| **Customer Profiles** | 9.4 (6 reviews) | 8.4 (138 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | N/A | N/A |

#### Generative AI

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Enghouse Contact Center | 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 | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 47 |

#### Generative AI

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 7.5/10 | 28 |

#### Generative AI

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

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 8.3/10 | 70 |

#### Platform Basics - VoIP Providers

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **PBX systems, VoIP Softphone** | Not enough data | 8.5 (8 reviews) | 
| **Call Management** | Not enough data | 8.7 (10 reviews) | 
| **Network monitoring** | Not enough data | 6.7 (8 reviews) | 
| **Integrations** | Not enough data | 7.8 (10 reviews) | 
| **Virtual PBX** | Not enough data | 8.1 (7 reviews) | 
| **SIP trunking services** | Not enough data | 8.1 (8 reviews) | 

#### Basic Communication

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 11 |

#### Voice Recognition - AI Voice Assistants

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

#### Speech Synthesis - AI Voice Assistants

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

#### Compatibility - AI Voice Assistants

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

### Genesys AppFoundry Marketplace

| Product | Score | Reviews |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 8.3/10 | 5 |

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 8.4/10 | 69 |

#### Agentic AI - Outbound Call Tracking

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

#### Calling

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 67 |

#### Agentic AI - UCaaS Platforms

| Feature | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 | Enghouse Contact Center | 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 |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | 7.5/10 | 52 |

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

| Feature | Enghouse Contact Center | 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 | 6.9 (22 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 7.2 (20 reviews) | 
| **Multilingual Support** | Not enough data | 7.3 (23 reviews) | 

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

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 6.9 (19 reviews) | 
| **Feedback Collection** | Not enough data | 7.8 (20 reviews) | 
| **Escalation Handling** | Not enough data | 8.2 (20 reviews) | 
| **Workflow Optimization** | Not enough data | 8.4 (29 reviews) | 

#### Automation

| Feature | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.6 (27 reviews) | 
| **Feedback Collection** | Not enough data | 8.3 (21 reviews) | 
| **Document Processing** | Not enough data | 7.5 (19 reviews) | 

#### Autonomy

| Feature | Enghouse Contact Center | 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 | 7.3 (22 reviews) | 
| **Problem Solving** | Not enough data | 7.2 (20 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Enghouse Contact Center** | N/A | N/A |
| **Genesys Cloud CX** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Enghouse Contact Center | 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 (8):** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Contact Center Software](https://www.g2.com/categories/contact-center), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to Enghouse Contact Center (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Genesys Cloud CX (12):** [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), [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), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [VoIP Providers](https://www.g2.com/categories/voip-providers)


---
## Reviewer Demographics

### By Company Size

| Segment | Enghouse Contact Center | Genesys Cloud CX | 
|---|---|---|
| **Small-Business** | 16.3% | 13.8% | 
| **Mid-Market** | 61.2% | 46.1% | 
| **Enterprise** | 22.4% | 40.1% | 

### By Industry

#### Enghouse Contact Center

- **Information Technology and Services:** 10.2%
- **Telecommunications:** 8.2%
- **Financial Services:** 7.1%
- **Government Administration:** 4.1%
- **Electrical/Electronic Manufacturing:** 4.1%
- **Consumer Services:** 4.1%
- **Automotive:** 3.1%
- **Leisure, Travel & Tourism:** 3.1%
- **Professional Training & Coaching:** 3.1%
- **Marketing and Advertising:** 3.1%
- **Other:** 50.0%

#### Genesys Cloud CX

- **Information Technology and Services:** 10.9%
- **Financial Services:** 10.2%
- **Telecommunications:** 5.9%
- **Consumer Services:** 5.0%
- **Insurance:** 4.7%
- **Accounting:** 4.6%
- **Banking:** 4.4%
- **Computer Software:** 4.3%
- **Hospital & Health Care:** 3.7%
- **Retail:** 3.6%
- **Other:** 42.8%

---
## Alternatives

### Alternatives to Enghouse Contact Center

- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2532 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (618 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (465 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [Ozonetel](https://www.g2.com/products/ozonetel/reviews) — 4.6/5 stars (625 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1847 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1616 reviews)
- [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1130 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 (618 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2532 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1847 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1616 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3886 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6996 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1408 reviews)

---
## Top Discussions

### Enghouse Contact Center

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 is Genesys Cloud CX used for?](https://www.g2.com/discussions/what-is-genesys-cloud-cx-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Genesys Cloud CX is a contact center platform which allows businesses to manage custoner interactions across voice,chat, email and social media. It allows..."
- 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."

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