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Compare Genesys Cloud CX and GoTo Connect 
Featured Products
At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Small-Business (71.0% of reviews)
Entry-Level Pricing
No pricing available
Starting at $27.00 1 User, Per month
Genesys Cloud CX
Star Rating
(1,489)4.4 out of 5
Market Segments
Mid-Market (46.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXGoTo Connect
Star Rating
(1,386)4.4 out of 5
Market Segments
Small-Business (71.0% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $27.00 1 User, Per month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that GoTo Connect excels in user-friendliness, with many users highlighting its intuitive setup process and ease of use. One user mentioned, "I love the fact that the system is so user friendly and their support team is often so helpful," which reflects the positive experiences many have had with the platform.
- Users say that Genesys Cloud CX stands out for its integrated communication capabilities. Reviewers appreciate how it combines voice, chat, email, and messaging into a single interface, simplifying workflows for agents. One user noted, "What I appreciate most about Genesys Cloud CX is how seamlessly everything comes together in one platform."
- According to verified reviews, GoTo Connect is particularly favored by small businesses, with 70.9% of reviews coming from this segment. Users have praised its ability to streamline business communication needs, stating, "I like that GoTo Connect effortlessly streamlines our business communication needs."
- Reviewers mention that Genesys Cloud CX offers robust analytics and reporting features, which are highly valued in contact center environments. Users have highlighted the customizable dashboards, saying, "Analytics are very good, with customizable dashboards," making it a strong choice for data-driven organizations.
- G2 reviewers report that while GoTo Connect has a solid support system, Genesys Cloud CX provides a more comprehensive multi-channel experience. Users appreciate having multiple communication channels in one location, which enhances efficiency in customer interactions, as one user stated, "Having multiple channels in one location makes it extremely helpful in a contact center environment."
- Users say that GoTo Connect's mobile app support is a significant advantage for field users, allowing them to stay connected on the go. One user highlighted, "It also supports our sales field users via its mobile app which is needed," showcasing its versatility for remote teams.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableGoTo Connect
Basic
Starting at $27.00
1 User, Per month
A simple business phone system with chat and video conferencing built right in
- Up to 20 users
- Local or toll-free number options
- Video meetings up to 4 participants
Free Trial
Genesys Cloud CX
Free Trial is available
GoTo Connect
No trial information availableRatings
Meets Requirements
8.6
1,037
9.0
1,124
Ease of Use
8.9
1,070
9.0
1,137
Ease of Setup
8.4
634
8.7
798
Ease of Admin
8.4
586
8.9
778
Quality of Support
8.2
994
8.8
1,099
Has the product been a good partner in doing business?
8.5
580
9.1
771
Product Direction (% positive)
8.7
939
8.4
1,089
Features by Category
Messenger
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Not enough data
Channels
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
Not enough data
Customers
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
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
143
9.1
11
8.9
127
9.0
10
9.2
6
Not enough data
Agent Tools
8.6
123
7.6
11
8.6
136
7.3
11
9.2
160
7.6
11
Automation
8.6
120
7.0
10
9.2
145
7.6
11
8.7
107
7.4
9
Agentic AI - Auto Dialer
9.2
6
Not enough data
8.6
6
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Not enough data
Documents
Not enough data
7.3
54
Not enough data
6.8
53
Not enough data
7.9
56
Agentic AI - Online Fax
Not enough data
6.1
9
Not enough data
6.5
9
Sending
Not enough data
9.0
61
Not enough data
9.0
58
Not enough data
8.4
58
Not enough data
8.7
58
Not enough data
8.5
55
Not enough data
8.7
57
Channels
Not enough data
7.3
29
Not enough data
6.9
29
Not enough data
5.9
28
Design
Not enough data
7.8
29
Not enough data
5.9
25
Not enough data
6.9
26
Not enough data
7.5
28
Not enough data
7.3
28
Generative AI
Not enough data
4.7
19
Not enough data
5.4
20
Quality Assurance
8.7
157
Not enough data
8.6
148
Not enough data
7.7
159
Not enough data
Engagement
8.5
138
Not enough data
8.2
158
Not enough data
8.2
146
Not enough data
Performance
8.5
153
Not enough data
8.9
151
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
343
|
Verified
8.8
19
8.2
203
6.5
16
8.6
235
|
Verified
6.4
18
8.3
202
|
Verified
7.6
17
8.3
234
|
Verified
6.5
16
Generative AI
7.8
68
7.6
12
Functions
8.8
392
|
Verified
8.6
20
8.8
400
|
Verified
8.5
17
8.8
337
|
Verified
8.4
17
8.3
232
|
Verified
7.1
15
8.5
242
|
Verified
7.4
16
9.1
313
|
Verified
8.1
16
8.8
300
|
Verified
6.9
15
8.6
242
7.2
15
Agentic AI - Contact Center
6.7
10
5.3
5
8.0
11
5.3
5
7.1
11
7.0
5
6.7
10
4.7
5
Administrative
8.3
354
|
Verified
7.2
13
8.8
395
|
Verified
8.8
20
7.5
430
|
Verified
7.9
19
8.8
285
|
Verified
8.4
15
8.4
256
7.7
15
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
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
Not enough data
Platform
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Not enough data
Autonomy - AI Agents
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
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
Not enough data
Platform
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
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Workforce Management
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
Not enough data
Administration
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
Not enough data
Administration
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Not enough data
Security
9.3
24
Not enough data
9.4
23
Not enough data
Messaging Channels
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Not enough data
Administration
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Not enough data
Platform
8.7
146
Not enough data
7.8
131
Not enough data
8.8
165
Not enough data
9.2
167
Not enough data
8.8
162
Not enough data
9.2
160
Not enough data
9.1
162
Not enough data
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
153
Not enough data
8.8
150
Not enough data
Call Center Infrastructure (CCI)
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Not enough data
Administrative
9.0
159
Not enough data
8.2
160
Not enough data
Customer Support
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Not enough data
Automation
8.7
33
Not enough data
8.6
37
Not enough data
9.0
35
Not enough data
Artificial Intelligence
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Not enough data
Generative AI
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Not enough data
Communication
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
Not enough data
Internal Use
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
Not enough data
Generative AI
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Not enough data
Process
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Not enough data
Channels
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
Not enough data
Insight
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
9.4(won by default)
31
Not enough data
Generative AI
7.5
27
Not enough data
Platform Basics - VoIP Providers
8.5
8
8.5
48
8.5
9
9.0
50
6.7
8
8.5
48
7.9
8
7.5
49
8.1
7
9.1
46
7.9
7
8.0
46
Basic Communication
9.6
64
9.2
903
|
Verified
7.6
45
8.0
394
|
Verified
8.4
52
7.8
446
|
Verified
8.3
46
7.9
382
|
Verified
8.8
53
8.7
648
|
Verified
8.7
54
9.1
735
|
Verified
Agentic AI - VoIP Providers
Not enough data
7.3
24
Not enough data
7.5
23
Not enough data
7.4
23
Not enough data
7.2
23
Access
8.1
54
8.2
476
|
Verified
7.9
47
8.2
502
7.8
48
8.4
505
|
Verified
Advanced Features
8.9
60
8.6
729
|
Verified
8.6
53
9.0
688
|
Verified
9.1
61
9.1
777
|
Verified
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
6.2
10
Not enough data
Calling
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
Not enough data
Contacts
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Not enough data
Insights
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
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
42
Feature Not Available
9.2
46
|
Verified
9.0
100
|
Verified
9.1
51
|
Verified
Feature Not Available
Features
8.6
38
Feature Not Available
8.0
32
Feature Not Available
8.2
34
|
Verified
8.3
81
|
Verified
9.1
35
|
Verified
9.0
108
|
Verified
8.9
32
|
Verified
8.9
95
|
Verified
Feature Not Available
Feature Not Available
Customer Query Resolution - AI Customer Support Agents
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
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Not enough data
Automation
8.2
20
Not enough data
8.2
19
Not enough data
7.5
19
Not enough data
Autonomy
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and GoTo Connect are categorized as UCaaS Platforms, Auto Dialer, VoIP Providers, and Contact Center
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, Speech Analytics, Conversational Marketing, Outbound Call Tracking, Social Customer Service, Live Chat, Contact Center Workforce, Call Center Infrastructure (CCI), Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, and Co-Browsing
GoTo Connect is categorized as Online Fax and Customer Communications Management
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
GoTo Connect
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
10.8%
Financial Services
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Information Technology and Services
8.5%
Hospital & Health Care
5.6%
Financial Services
5.3%
Insurance
5.3%
Computer Software
4.3%
Other
70.9%
Alternatives
Discussions
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read 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
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
The Call prompter
2 Comments
CB
I recommend reaching out to their tech support team. They are amazing and will help you to quickly resolve this issue with the prompter.Read more
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