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Genesys Cloud CX
Genesys Cloud CX
(1,492)
4.4 out of 5
Genesys Cloud CX
By Genesys
Get a quote
Optimized for quick response
LeadDesk
LeadDesk
(12)
4.0 out of 5
LeadDesk
By LeadDesk
At a Glance
Genesys Cloud CX
Genesys Cloud CX
Star Rating
(1,492)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CX
LeadDesk
LeadDesk
Star Rating
(12)4.0 out of 5
Market Segments
Mid-Market (50.0% of reviews)
Information
Pros & Cons
Entry-Level Pricing
89€ / licence per month
Browse all 4 pricing plans
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, including voice, chat, email, and messaging. Users appreciate how this seamless integration simplifies workflows for agents, making it easier to manage customer interactions in one place.
  • Users say that LeadDesk stands out for its intuitive and user-friendly interface, which allows agents and managers to navigate through features effortlessly. The well-organized layout helps users access essential tools quickly, enhancing overall productivity.
  • According to verified reviews, Genesys Cloud CX receives high marks for its analytics capabilities, with customizable dashboards that provide valuable insights. Reviewers find this feature particularly useful in a contact center environment, helping teams make data-driven decisions.
  • Reviewers mention that LeadDesk's auto dialer mode significantly boosts call counts, enabling agents to connect with more clients in a single day. This feature has been highlighted as a key factor in generating leads and improving sales performance.
  • G2 reviewers highlight that Genesys Cloud CX has a strong support system, with users noting the quality of assistance they receive. This support is crucial for businesses looking to optimize their use of the platform and address any challenges that arise during implementation.
  • Users report that while LeadDesk has effective predictive dialer modes that help callers prepare for their conversations, it may not offer the same level of comprehensive features as Genesys Cloud CX. This difference can impact teams that require a more robust solution for managing diverse customer interactions.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing available
LeadDesk
Instant
89€
/ licence per month
Browse all 4 pricing plans
Free Trial
Genesys Cloud CX
Free Trial is available
LeadDesk
Free Trial is available
Ratings
Meets Requirements
8.6
1,039
8.3
10
Ease of Use
8.9
1,072
8.3
10
Ease of Setup
8.4
636
Not enough data
Ease of Admin
8.4
587
Not enough data
Quality of Support
8.2
996
7.7
10
Has the product been a good partner in doing business?
8.5
581
Not enough data
Product Direction (% positive)
8.7
941
8.8
10
Features by Category
Help DeskHide 24 FeaturesShow 24 Features
Not enough data
Not enough data
Ticket and Case Management
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
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
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
Platform
Not enough data
Not enough data
8.4
174
|
Verified
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
Conversational MarketingHide 21 FeaturesShow 21 Features
9.1
30
Not enough data
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
Sales EngagementHide 25 FeaturesShow 25 Features
Not enough data
7.1
5
Integrated Workflows
Not enough data
7.7
5
Not enough data
7.0
5
Not enough data
6.7
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
Not enough data
Repeatability and Reportability
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
AI and Automation
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
Generative AI
Not enough data
Not enough data
Agentic AI - Sales Engagement
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
Auto DialerHide 14 FeaturesShow 14 Features
8.9
194
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
Contact Center Quality AssuranceHide 10 FeaturesShow 10 Features
8.2
190
Not enough data
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
147
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
Contact CenterHide 23 FeaturesShow 23 Features
8.3
504
Not enough data
Channels
9.1
345
|
Verified
Not enough data
8.2
203
Not enough data
8.6
236
|
Verified
Not enough data
8.3
203
|
Verified
Not enough data
8.3
235
|
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
431
|
Verified
Not enough data
8.8
285
|
Verified
Not enough data
8.5
257
Not enough data
AI Agents For Business OperationsHide 17 FeaturesShow 17 Features
Not enough data
Not enough data
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
ChatbotsHide 14 FeaturesShow 14 Features
8.7
68
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
60
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
Contact Center WorkforceHide 10 FeaturesShow 10 Features
8.4
196
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
Co-BrowsingHide 5 FeaturesShow 5 Features
9.2
27
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
Proactive NotificationHide 8 FeaturesShow 8 Features
9.0
47
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
Call Center Infrastructure (CCI)Hide 16 FeaturesShow 16 Features
8.1
181
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 Service AutomationHide 9 FeaturesShow 9 Features
8.8
43
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
Live ChatHide 14 FeaturesShow 14 Features
8.3
238
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
Social Customer ServiceHide 14 FeaturesShow 14 Features
8.7
45
Not enough data
Generative AI
6.9
13
Not enough data
7.2
13
Not enough data
Process
8.3
28
Not enough data
9.0
31
Not enough data
8.7
29
Not enough data
Channels
9.1
32
Not enough data
8.9
33
Not enough data
8.7
34
Not enough data
9.7
36
Not enough data
9.1
33
Not enough data
Insight
9.3
30
Not enough data
9.0
35
Not enough data
8.9
33
Not enough data
9.4
31
Not enough data
Speech AnalyticsHide 1 FeatureShow 1 Feature
7.5
27
Not enough data
Generative AI
7.5
27
Not enough data
VoIP ProvidersHide 22 FeaturesShow 22 Features
8.3
67
Not enough data
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
AI Voice AssistantsHide 6 FeaturesShow 6 Features
8.7
9
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
Genesys AppFoundry MarketplaceHide 6 FeaturesShow 6 Features
Not enough data
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
Outbound Call TrackingHide 16 FeaturesShow 16 Features
8.3
67
9.1
5
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
6.2
10
Not enough data
Calling
9.4
60
9.3
5
8.6
54
Feature Not Available
8.8
59
9.3
5
8.8
59
9.3
5
8.7
10
Not enough data
Contacts
8.6
57
9.7
5
8.5
56
8.7
5
8.4
54
8.7
5
Insights
8.5
55
9.0
5
8.9
57
9.3
5
8.5
57
8.7
5
8.1
52
8.7
5
8.1
51
9.0
5
8.1
9
Not enough data
UCaaS PlatformsHide 13 FeaturesShow 13 Features
8.7
66
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
AI Customer Support AgentsHide 16 FeaturesShow 16 Features
7.3
28
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
AI AgentsHide 7 FeaturesShow 7 Features
Not enough data
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
Genesys Cloud CX
LeadDesk
LeadDesk
Genesys Cloud CX and LeadDesk are categorized as Auto Dialer, Outbound Call Tracking, VoIP Providers, and Contact Center
Unique Categories
Genesys Cloud CX
LeadDesk
LeadDesk is categorized as Help Desk and Sales Engagement
Reviews
Reviewers' Company Size
Genesys Cloud CX
Genesys Cloud CX
Small-Business(50 or fewer emp.)
13.8%
Mid-Market(51-1000 emp.)
46.5%
Enterprise(> 1000 emp.)
39.7%
LeadDesk
LeadDesk
Small-Business(50 or fewer emp.)
41.7%
Mid-Market(51-1000 emp.)
50.0%
Enterprise(> 1000 emp.)
8.3%
Reviewers' Industry
Genesys Cloud CX
Genesys Cloud CX
Information Technology and Services
10.8%
Financial Services
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.5%
LeadDesk
LeadDesk
Marketing and Advertising
25.0%
Wholesale
8.3%
Telecommunications
8.3%
Real Estate
8.3%
Media Production
8.3%
Other
41.7%
Alternatives
Genesys Cloud CX
Genesys Cloud CX Alternatives
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Discussions
Genesys Cloud CX
Genesys Cloud CX 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
Aarde C.
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
See all discussions
LeadDesk
LeadDesk Discussions
Will there be more analytic tools in the future? Some basic graphics could also be nice. F.ex showing the portions of different products in a pie-diagram. Just really basic.
1 Comment
Sebastian L.
SL
Hi Martin, Thank you for the message. Happy to tell you that there will in fact be a new Analytics add-on to LeadDesk that allows admins to create more...Read more
Monty the Mongoose crying
LeadDesk has no more discussions with answers
See all discussions
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Genesys Cloud CX
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LeadDesk
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