Compare Genesys Cloud CX and Guru 
At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Mid-Market (56.6% of reviews)
Entry-Level Pricing
No pricing available
Contact Us
Genesys Cloud CX
Star Rating
(1,530)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 CXGuru
Star Rating
(2,312)4.7 out of 5
Market Segments
Mid-Market (56.6% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us
Learn more about GuruSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in customization, allowing organizations to tailor call flows and routing to their specific needs. Users appreciate the flexibility it offers, which has proven invaluable for unique operational requirements.
- Users say that Guru stands out for its user-friendly interface and seamless integration capabilities. Many find that it effectively eliminates the "shoulder-tapping" culture by providing a single, verified source of truth, making knowledge sharing straightforward and efficient.
- Reviewers mention that Genesys Cloud CX has made significant strides in AI-powered automation, with recent updates enabling the platform to take actions across systems rather than just responding to queries. This enhancement has been highlighted as a major improvement by users looking for practical, agent-friendly solutions.
- According to verified reviews, Guru's implementation process is notably quick and easy, with users praising its simple templates and helpful AI tools. This ease of setup contributes to a smoother onboarding experience, making it accessible for teams of all sizes.
- G2 reviewers highlight that while Genesys Cloud CX offers robust features for customer interaction automation, some users have faced challenges in aligning the software with their specific workflows. This has led to mixed feelings about its overall adaptability in certain environments.
- Users express that Guru's verification feature is a game-changer, ensuring that information remains accurate and up-to-date. This reliability fosters confidence among team members when accessing shared knowledge, which is crucial for maintaining productivity.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableGuru
AI Source of Truth Platform
Contact Us
Guru is an enterprise AI knowledge platform paired with expert guidance to design, implement, and optimize your AI knowledge strategy.
Every deployment is tailored to your organization’s scale, knowledge complexity, and AI maturity—so your teams and AI tools get trusted, permission-aware answers from day one.
- AI Knowledge Platform
- Knowledge Quality & Automation
- Enterprise Governance & Security
Free Trial
Genesys Cloud CX
Free Trial is available
Guru
Free Trial is available
Ratings
Meets Requirements
8.6
1,061
9.3
1,885
Ease of Use
8.9
1,096
9.3
1,907
Ease of Setup
8.4
654
9.3
921
Ease of Admin
8.5
603
9.0
476
Quality of Support
8.2
1,017
9.4
1,484
Has the product been a good partner in doing business?
8.5
596
9.4
429
Product Direction (% positive)
8.7
965
9.2
1,783
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
144
Not enough data
8.9
128
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
124
Not enough data
8.7
138
Not enough data
9.2
162
Not enough data
Automation
8.6
121
Not enough data
9.2
147
Not enough data
8.7
108
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
9.6
91
Not enough data
9.5
93
Not enough data
9.5
89
Content Discovery
Not enough data
9.5
93
Not enough data
9.5
90
Not enough data
9.5
88
Not enough data
9.2
86
Not enough data
9.6
85
Not enough data
9.5
86
Generative AI
Not enough data
9.4
48
Not enough data
9.4
50
Administration
Not enough data
9.3
644
Not enough data
9.2
640
Not enough data
9.2
634
Knowledge Management
Not enough data
9.7
762
Not enough data
9.3
708
Not enough data
9.2
672
Compliance
Not enough data
9.3
656
Not enough data
9.3
626
Not enough data
9.3
623
Not enough data
9.2
600
Customer Support
Not enough data
9.3
731
Not enough data
9.2
691
Not enough data
9.1
616
Data Security
Not enough data
9.2
602
Not enough data
9.3
596
Not enough data
9.3
620
Not enough data
9.2
603
Administration
Not enough data
9.2
649
Not enough data
9.3
671
Not enough data
9.5
738
Generative AI
Not enough data
9.1
460
Quality Assurance
8.8
159
Not enough data
8.6
149
Not enough data
7.8
160
Not enough data
Engagement
8.5
139
Not enough data
8.2
159
Not enough data
8.2
148
Not enough data
Performance
8.5
154
Not enough data
8.9
152
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Knowledge Pages
Not enough data
9.0
659
Not enough data
9.1
615
Not enough data
9.1
658
Not enough data
8.9
556
Not enough data
8.9
516
Not enough data
9.1
528
Knowledge Dissemination
Not enough data
9.0
641
Not enough data
9.1
638
Not enough data
9.5
714
Not enough data
9.2
686
Not enough data
9.2
552
Not enough data
9.2
554
Not enough data
9.4
557
Not enough data
9.0
529
Not enough data
9.2
537
Agentic AI - Knowledge Base
Not enough data
8.8
79
Not enough data
9.0
80
Not enough data
9.0
82
Channels
9.1
354
|
Verified
Not enough data
8.3
208
Not enough data
8.6
239
|
Verified
Not enough data
8.3
205
|
Verified
Not enough data
8.3
238
|
Verified
Not enough data
Generative AI
7.9
69
Not enough data
Functions
8.8
394
|
Verified
Not enough data
8.8
403
|
Verified
Not enough data
8.8
340
|
Verified
Not enough data
8.3
235
|
Verified
Not enough data
8.5
243
|
Verified
Not enough data
9.1
316
|
Verified
Not enough data
8.8
304
|
Verified
Not enough data
8.6
244
Not enough data
Agentic AI - Contact Center
6.7
10
Not enough data
8.0
11
Not enough data
7.4
12
Not enough data
6.7
10
Not enough data
Administrative
8.3
356
|
Verified
Not enough data
8.8
402
|
Verified
Not enough data
7.6
439
|
Verified
Not enough data
8.8
287
|
Verified
Not enough data
8.5
261
Not enough data
Compatibility
Not enough data
9.3
80
Not enough data
9.2
77
Not enough data
9.1
79
Agentic AI - Enterprise Search Software
Not enough data
9.0
29
Not enough data
9.0
29
Not enough data
9.2
30
Not enough data
9.1
28
Not enough data
9.0
29
Not enough data
9.0
28
Search Queries
Not enough data
9.3
79
Not enough data
9.4
81
Not enough data
9.3
76
Not enough data
9.4
73
Not enough data
9.3
80
AI powered search - Enterprise Search Software
Not enough data
9.0
24
Not enough data
9.0
21
Not enough data
9.3
23
Functionality
Not enough data
9.1
80
Not enough data
9.4
80
Not enough data
9.3
84
Compatibility - Enterprise Search Software
Not enough data
9.3
21
Not enough data
9.5
22
Not enough data
8.7
21
Functionality - Enterprise Search Software
Not enough data
9.2
22
Not enough data
9.5
22
Not enough data
9.5
24
Search Queries - Enterprise Search Software
Not enough data
9.5
22
Not enough data
9.0
23
Not enough data
9.3
23
Not enough data
9.8
21
Responses
9.2
34
9.2
43
9.4
36
9.2
43
8.6
33
8.9
46
Automation - AI Agents
9.1
9
8.7
39
9.2
10
8.7
43
8.3
8
8.7
43
8.5
8
9.0
44
9.0
10
9.1
42
Platform
8.8
35
9.1
42
9.3
36
9.2
42
9.1
33
9.2
44
Autonomy - AI Agents
9.0
10
9.1
44
9.2
10
9.1
43
8.9
9
9.1
45
8.9
9
9.2
44
Generative AI
Feature Not Available
8.9
46
Feature Not Available
9.0
44
Responses
8.6
59
Not enough data
8.8
58
Not enough data
9.1
60
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
58
Not enough data
8.8
63
Not enough data
9.0
56
Not enough data
8.6
61
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
172
Not enough data
8.6
163
Not enough data
8.5
153
Not enough data
8.2
151
Not enough data
8.0
119
Not enough data
Administration
8.1
145
Not enough data
8.5
164
Not enough data
8.4
172
Not enough data
8.0
145
Not enough data
8.5
153
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
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Not enough data
Administration
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Not enough data
Platform
8.7
150
Not enough data
7.8
132
Not enough data
8.9
167
Not enough data
9.2
169
Not enough data
8.8
164
Not enough data
9.2
161
Not enough data
9.1
163
Not enough data
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
154
Not enough data
8.8
151
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
160
Not enough data
8.3
164
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
9.1
36
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
176
|
Verified
Not enough data
8.5
178
|
Verified
Not enough data
8.4
131
Not enough data
8.5
145
Not enough data
8.4
97
Not enough data
Internal Use
8.4
175
|
Verified
Not enough data
8.7
168
|
Verified
Not enough data
8.4
129
|
Verified
Not enough data
8.4
145
|
Verified
Not enough data
8.3
141
|
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
8.9(won by default)
33
Not enough data
8.9(won by default)
34
Not enough data
8.8(won by default)
35
Not enough data
9.7(won by default)
37
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)
37
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
10.0
6
Not enough data
9.7
5
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
9.7
5
Not enough data
10.0
5
Not enough data
10.0
5
Not enough data
9.3
5
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
10.0
5
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
9.7
6
Not enough data
9.3
5
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.6
9
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
Not enough data
7.5
44
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
8.3
5
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
61
Not enough data
8.6
54
Not enough data
8.8
60
Not enough data
8.8
60
Not enough data
8.8
11
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
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Not enough data
Features
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
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
7.0
22
Not enough data
7.1
20
Not enough data
7.2
20
Not enough data
7.6
21
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.2
20
Not enough data
8.2
24
Not enough data
Automation
8.5
25
Not enough data
8.3
20
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 Social Customer Service, Proactive Notification, AI Customer Support Agents, AI Voice Assistants, Contact Center, Chatbots, Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Live Chat, VoIP Providers, Contact Center Workforce, and Call Center Infrastructure (CCI)
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
10.2%
Telecommunications
5.8%
Consumer Services
5.0%
Accounting
4.6%
Other
63.4%
Computer Software
14.3%
Information Technology and Services
10.7%
Consumer Services
8.9%
Internet
6.5%
Financial Services
6.2%
Other
53.3%
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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