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Genesys Cloud CX
Genesys Cloud CX
(1,522)
4.4 out of 5
Genesys Cloud CX
By Genesys
Get a quote
Optimized for quick response
Level AI
Level AI
(201)
4.7 out of 5
Level AI
By Level AI
Get a quote
Optimized for quick response
At a Glance
Genesys Cloud CX
Genesys Cloud CX
Star Rating
(1,522)4.4 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CX
Level AI
Level AI
Star Rating
(201)4.7 out of 5
Market Segments
Mid-Market (59.8% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Level AI
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 Level AI stands out for its straightforward implementation process and robust reporting features. Reviewers highlight the platform's reliability and efficiency, noting that it has become a valuable partner for contact center representatives in improving their call handling.
  • According to verified reviews, Genesys Cloud CX has a significantly higher overall satisfaction score compared to Level AI, indicating that users generally find it to be a more effective solution for their needs. This is reflected in the positive feedback about its customizable dashboards and analytics capabilities.
  • Reviewers mention that while both platforms offer ease of use, Level AI has received slightly higher marks in areas like support and product direction. Users appreciate the strong focus on customer success and the ongoing value they receive from the platform.
  • G2 reviewers highlight that Genesys Cloud CX provides a more extensive user base, with a larger number of reviews indicating a broader range of experiences. This suggests that potential buyers can trust the insights from a more diverse set of users when considering this platform.
  • Users note that while Level AI has impressive AI capabilities, such as automated ticket resolution and contextual response generation, Genesys Cloud CX still leads in overall performance metrics, particularly in speech analytics and customer interaction automation, making it a strong contender for businesses looking for a well-rounded solution.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing available
Level AI
No pricing available
Free Trial
Genesys Cloud CX
Free Trial is available
Level AI
No trial information available
Ratings
Meets Requirements
8.6
1,056
8.8
179
Ease of Use
8.9
1,090
8.9
186
Ease of Setup
8.4
649
8.9
159
Ease of Admin
8.4
599
9.0
47
Quality of Support
8.2
1,012
9.0
168
Has the product been a good partner in doing business?
8.5
592
9.1
44
Product Direction (% positive)
8.7
959
9.5
177
Features by Category
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
Auto DialerHide 14 FeaturesShow 14 Features
8.9
195
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
8.6
137
Not enough data
9.2
161
Not enough data
Automation
8.6
121
Not enough data
9.2
146
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
Conversation IntelligenceHide 15 FeaturesShow 15 Features
Not enough data
8.6
45
Call Analytics
Not enough data
9.0
42
Not enough data
8.8
40
Not enough data
8.7
39
Not enough data
8.6
40
Artificial Intelligence - Conversation Intelligence
Not enough data
8.9
41
Not enough data
8.5
41
Not enough data
Not enough data
Generative AI
Not enough data
8.5
39
Agentic AI - Conversation Intelligence
Not enough data
8.2
13
Not enough data
8.3
13
Not enough data
8.6
13
Not enough data
8.5
13
Not enough data
8.5
13
Not enough data
8.2
13
Not enough data
8.5
13
Contact Center Quality AssuranceHide 10 FeaturesShow 10 Features
8.2
193
8.8
128
Quality Assurance
8.8
159
9.2
124
8.6
149
9.0
124
7.8
160
8.8
123
Engagement
8.5
139
8.9
123
8.2
159
8.9
123
8.2
148
8.5
121
Performance
8.5
154
8.6
120
8.9
152
9.0
121
Generative AI
7.1
33
8.7
86
7.5
33
8.7
86
Contact CenterHide 23 FeaturesShow 23 Features
8.3
509
Not enough data
Channels
9.1
348
|
Verified
Not enough data
8.2
204
Not enough data
8.6
237
|
Verified
Not enough data
8.3
204
|
Verified
Not enough data
8.3
236
|
Verified
Not enough data
Generative AI
7.8
68
Not enough data
Functions
8.8
393
|
Verified
Not enough data
8.8
401
|
Verified
Not enough data
8.8
339
|
Verified
Not enough data
8.3
233
|
Verified
Not enough data
8.5
243
|
Verified
Not enough data
9.1
314
|
Verified
Not enough data
8.8
302
|
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
7.1
11
Not enough data
6.7
10
Not enough data
Administrative
8.3
356
|
Verified
Not enough data
8.8
398
|
Verified
Not enough data
7.5
434
|
Verified
Not enough data
8.8
286
|
Verified
Not enough data
8.5
261
Not enough data
Natural Language Understanding (NLU)Hide 11 FeaturesShow 11 Features
Not enough data
8.6
6
Algorithm
Not enough data
9.2
6
Not enough data
9.7
6
Not enough data
8.9
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
System
Not enough data
8.6
6
Not enough data
8.6
6
Not enough data
8.3
5
Not enough data
8.3
5
Not enough data
7.3
5
Natural Language Generation (NLG)Hide 11 FeaturesShow 11 Features
Not enough data
8.1
5
Data Ingestion
Not enough data
7.3
5
Not enough data
8.3
5
Not enough data
8.3
5
Presentation
Not enough data
8.7
5
Not enough data
7.7
5
Not enough data
Not enough data
System
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
AI Agents For Business OperationsHide 17 FeaturesShow 17 Features
8.7
45
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
9.3
36
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
72
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
57
Not enough data
8.9
61
Not enough data
9.0
56
Not enough data
8.6
60
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
199
Not enough data
Workforce Management
8.7
172
Not enough data
8.6
162
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
144
Not enough data
8.5
153
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
48
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
Call Center Infrastructure (CCI)Hide 16 FeaturesShow 16 Features
8.1
186
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
8.2
163
Not enough data
Customer Service AutomationHide 9 FeaturesShow 9 Features
8.8
44
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
Live ChatHide 14 FeaturesShow 14 Features
8.3
245
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
175
|
Verified
Not enough data
8.5
178
|
Verified
Not enough data
8.4
132
Not enough data
8.5
145
Not enough data
8.4
98
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
146
|
Verified
Not enough data
8.3
140
|
Verified
Not enough data
8.4
138
|
Verified
Not enough data
Social Customer ServiceHide 14 FeaturesShow 14 Features
8.8
46
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
36
Not enough data
8.9
33
Not enough data
9.4
31
Not enough data
Speech AnalyticsHide 1 FeatureShow 1 Feature
7.5
28
8.7
18
Generative AI
7.5
27
8.7
18
VoIP ProvidersHide 22 FeaturesShow 22 Features
8.3
68
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
65
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
10
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
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
Sales CoachingHide 16 FeaturesShow 16 Features
Not enough data
8.8
19
Agentic AI - Sales Coaching
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Training
Not enough data
9.2
18
Not enough data
8.9
18
Not enough data
8.5
16
Not enough data
7.8
17
Feedback
Not enough data
8.7
17
Not enough data
8.9
18
Not enough data
8.9
17
Not enough data
9.3
16
Not enough data
8.4
16
Not enough data
8.8
15
Not enough data
9.1
16
Generative AI
Not enough data
8.7
17
UCaaS PlatformsHide 13 FeaturesShow 13 Features
8.7
67
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
AI Customer Support AgentsHide 16 FeaturesShow 16 Features
7.4
37
8.7
53
Customer Query Resolution - AI Customer Support Agents
7.2
20
8.3
50
7.0
22
8.6
50
7.1
20
8.8
50
7.0
19
8.7
50
7.5
20
8.3
49
Customer Interaction Automation - AI Customer Support Agents
6.9
18
8.0
49
7.6
19
8.8
50
8.1
19
8.5
48
8.1
23
9.0
51
Automation
8.5
24
8.9
52
8.3
20
8.8
52
7.5
19
8.6
51
Autonomy
6.6
22
8.7
51
6.7
21
8.9
51
7.1
21
8.8
51
7.2
20
8.7
51
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
Level AI
Level AI
Unique Categories
Genesys Cloud CX
Level AI
Reviews
Reviewers' Company Size
Genesys Cloud CX
Genesys Cloud CX
Small-Business(50 or fewer emp.)
13.9%
Mid-Market(51-1000 emp.)
46.3%
Enterprise(> 1000 emp.)
39.8%
Level AI
Level AI
Small-Business(50 or fewer emp.)
9.3%
Mid-Market(51-1000 emp.)
59.8%
Enterprise(> 1000 emp.)
30.9%
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%
Accounting
4.6%
Other
63.5%
Level AI
Level AI
Consumer Services
27.5%
Printing
9.3%
Food & Beverages
9.3%
Retail
6.7%
Marketing and Advertising
6.2%
Other
40.9%
Alternatives
Genesys Cloud CX
Genesys Cloud CX Alternatives
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Level AI
Level AI Alternatives
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Discussions
Genesys Cloud CX
Genesys Cloud CX Discussions
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
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
See all discussions
Level AI
Level AI Discussions
What is LevelAI used for?
1 Comment
Jermaine S.
JS
To improve customer service in contact centers.Read more
Monty the Mongoose crying
Level AI has no more discussions with answers
See all discussions
Ask Genesys Cloud CX a QuestionContact Genesys Cloud CX
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Genesys Cloud CX
Genesys Cloud CX
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Level AI
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