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Compare Genesys Cloud CX and Guru 
Featured Products
At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (57.6% of reviews)
Entry-Level Pricing
No pricing available
Free Trial 1 User Per Month
Genesys 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 CXGuru
Star Rating
(2,344)4.7 out of 5
Market Segments
Mid-Market (57.6% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial 1 User Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in providing a comprehensive platform that integrates multiple communication channels, such as voice, chat, email, and messaging. Users appreciate how this integration simplifies workflows for agents, making it easier to manage customer interactions in one place.
- Users say that Guru shines in its user-friendly interface and quick implementation process. Many find the browser extension integration seamless, allowing them to access information easily and efficiently, which enhances their day-to-day operations.
- Reviewers mention that while Genesys Cloud CX offers robust analytics and customizable dashboards, some users have noted challenges in configuration that can affect their specific workflow needs. This suggests that while the platform is powerful, it may require a learning curve for optimal use.
- According to verified reviews, Guru's customer support is frequently highlighted as a strong point, with users praising the responsiveness and effectiveness of the support team. This level of assistance can be crucial for teams needing quick resolutions to issues.
- G2 reviewers indicate that Genesys Cloud CX has a slight edge in personalization features, allowing for tailored customer interactions. Users appreciate the ability to adapt responses based on customer needs, which can enhance the overall customer experience.
- Users report that while both platforms are effective, Guru's chat feature is particularly well-received, with users noting that it provides accurate answers for customer support needs after proper configuration. This highlights Guru's strength in delivering immediate assistance, which can be vital in fast-paced environments.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableGuru
Free trial
Free Trial
1 User Per Month
The AI-driven platform completely free for 30 days.
- See pricing page
Free Trial
Genesys Cloud CX
Free Trial is available
Guru
Free Trial is available
Ratings
Meets Requirements
8.6
1,037
9.2
1,930
Ease of Use
8.9
1,070
9.2
1,952
Ease of Setup
8.4
634
9.3
968
Ease of Admin
8.4
586
9.0
474
Quality of Support
8.2
994
9.3
1,528
Has the product been a good partner in doing business?
8.5
580
9.4
427
Product Direction (% positive)
8.7
939
9.2
1,828
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
Not enough data
8.9
127
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Not enough data
Automation
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
Not enough data
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
Content Management
Not enough data
9.3
121
Not enough data
9.2
118
Not enough data
9.3
120
Content Discovery
Not enough data
9.3
120
Not enough data
9.3
120
Not enough data
9.2
119
Not enough data
8.9
109
Not enough data
9.3
108
Not enough data
9.1
110
Generative AI
Not enough data
9.3
80
Not enough data
9.3
81
Administration
Not enough data
9.2
681
Not enough data
9.2
678
Not enough data
9.1
672
Knowledge Management
Not enough data
9.6
804
Not enough data
9.2
745
Not enough data
9.2
704
Compliance
Not enough data
9.1
699
Not enough data
9.1
667
Not enough data
9.2
660
Not enough data
9.1
639
Customer Support
Not enough data
9.2
773
Not enough data
9.2
731
Not enough data
9.0
652
Data Security
Not enough data
9.2
638
Not enough data
9.2
636
Not enough data
9.3
660
Not enough data
9.1
639
Administration
Not enough data
9.2
690
Not enough data
9.3
712
Not enough data
9.4
781
Generative AI
Not enough data
9.0
496
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
Knowledge Pages
Not enough data
9.0
691
Not enough data
9.1
646
Not enough data
9.0
693
Not enough data
8.8
593
Not enough data
8.9
557
Not enough data
9.0
568
Knowledge Dissemination
Not enough data
8.9
672
Not enough data
9.0
674
Not enough data
9.5
753
Not enough data
9.1
724
Not enough data
9.1
591
Not enough data
9.2
591
Not enough data
9.3
587
Not enough data
9.0
557
Not enough data
9.1
572
Agentic AI - Knowledge Base
Not enough data
8.7
103
Not enough data
9.0
107
Not enough data
8.8
104
Channels
9.1
343
|
Verified
Not enough data
8.2
203
Not enough data
8.6
235
|
Verified
Not enough data
8.3
202
|
Verified
Not enough data
8.3
234
|
Verified
Not enough data
Generative AI
7.8
68
Not enough data
Functions
8.8
392
|
Verified
Not enough data
8.8
400
|
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
242
Not enough data
Agentic AI - Contact Center
6.7
10
Not enough data
8.0
11
Not enough data
7.1
11
Not enough data
6.7
10
Not enough data
Administrative
8.3
354
|
Verified
Not enough data
8.8
395
|
Verified
Not enough data
7.5
430
|
Verified
Not enough data
8.8
285
|
Verified
Not enough data
8.4
256
Not enough data
Compatibility
Not enough data
9.3
107
Not enough data
8.9
99
Not enough data
8.9
95
Agentic AI - Enterprise Search Software
Not enough data
8.6
53
Not enough data
8.7
44
Not enough data
8.9
49
Not enough data
8.8
44
Not enough data
9.0
50
Not enough data
8.7
44
Search Queries
Not enough data
9.1
99
Not enough data
9.4
101
Not enough data
9.1
94
Not enough data
9.1
89
Not enough data
9.3
104
AI powered search - Enterprise Search Software
Not enough data
8.5
40
Not enough data
8.4
33
Not enough data
9.5
40
Functionality
Not enough data
8.9
98
Not enough data
9.4
101
Not enough data
9.1
99
Compatibility - Enterprise Search Software
Not enough data
8.9
31
Not enough data
9.5
34
Not enough data
8.7
31
Functionality - Enterprise Search Software
Not enough data
8.9
31
Not enough data
9.6
31
Not enough data
9.2
32
Search Queries - Enterprise Search Software
Not enough data
9.0
32
Not enough data
9.2
34
Not enough data
8.5
35
Not enough data
9.3
32
Responses
9.2
34
8.6
61
9.4
36
8.7
68
8.6
33
9.2
73
Automation - AI Agents
9.1
9
8.7
56
9.2
10
8.4
65
8.3
8
8.2
67
8.5
8
8.9
61
9.0
10
9.0
58
Platform
8.8
35
8.7
65
9.2
35
8.8
62
9.1
33
8.6
67
Autonomy - AI Agents
9.0
10
8.9
64
9.2
10
8.9
64
8.9
9
8.7
69
8.9
9
8.9
60
Generative AI
Feature Not Available
9.0
73
Feature Not Available
8.9
72
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
Customization - AI Agent Builders
Not enough data
9.7
11
Not enough data
9.2
8
Not enough data
9.0
5
Functionality - AI Agent Builders
Not enough data
9.3
10
Not enough data
9.2
11
Not enough data
9.7
5
Not enough data
8.3
11
Data and Analytics - AI Agent Builders
Not enough data
9.0
8
Not enough data
9.8
11
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
8.3
9
Not enough data
9.7
5
Not enough data
9.2
8
Not enough data
8.8
10
Platform Basics - VoIP Providers
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
Not enough data
Basic Communication
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
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Not enough data
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT 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
IT Ticket Management - AI IT 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
IT Support Automation - AI IT 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
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
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
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
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 Guru are categorized as AI Agents For Business Operations
Unique Categories
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, Call Center Infrastructure (CCI), Contact Center, Proactive Notification, AI Customer Support Agents, Chatbots, Customer Service Automation, and Co-Browsing
Guru is categorized as Knowledge Base, Contact Center Knowledge Base, Insight Engines, Enterprise Search Software, AI Agent Builders, and AI IT Agents
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Guru
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
10.9%
Financial Services
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Computer Software
14.9%
Information Technology and Services
11.2%
Consumer Services
8.7%
Internet
6.4%
Financial Services
5.8%
Other
53.0%
Alternatives
Discussions
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
Do we have any mobile app for Guru?
3 Comments
DF
No there is not, however the Web app does scale to phonesRead more
What does Guru do?
3 Comments
LF
Guru is an all-in-one tool that brings everyone on your teams together and puts all your information in one place: right in your workflow.Read more
How did you start your "knowledge council" and what are some of the early hurdles to overcome?
2 Comments
CA
There's lots of advice on starting and engaging a knowledge council here:...Read more
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