Compare Genesys Cloud CX and Level AI 
Featured Products
At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (59.6% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,533)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 CXLevel AI
Star Rating
(200)4.7 out of 5
Market Segments
Mid-Market (59.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Level AISummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in customization, allowing organizations to tailor the platform to their specific routing needs. Users appreciate the flexibility to configure call flows, which has proven invaluable for unique operational requirements.
- Users say that Level AI stands out for its straightforward implementation process. Many have highlighted the ease of initial setup, particularly with features like SSO login, making it accessible for teams looking to get started quickly.
- Reviewers mention that Genesys Cloud CX has made significant strides in enhancing agent-friendly features, particularly with its AI-powered automation capabilities. Users have noted that these improvements allow the system to take actions across various platforms, rather than just providing answers, which enhances overall efficiency.
- According to verified reviews, Level AI is recognized for its strong focus on customer success, with users praising the reliability and efficiency of its technology. This commitment has led to a perception of excellent value, especially for contact center representatives who rely on its reporting features.
- G2 reviewers highlight that while both platforms offer similar ease of use, Genesys Cloud CX has a slight edge in user satisfaction metrics. However, Level AI matches this with high scores in support quality, indicating a strong partnership with its users.
- Users report that Genesys Cloud CX's cloud-based nature eliminates the need for installation, which is a significant advantage for teams looking for a hassle-free deployment. In contrast, Level AI's notifications for new scores and reviews keep users engaged and informed, showcasing its user-centric design.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableLevel AI
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Level AI
No trial information availableRatings
Meets Requirements
8.6
1,064
8.8
178
Ease of Use
8.9
1,099
8.9
185
Ease of Setup
8.4
657
8.9
158
Ease of Admin
8.5
606
9.0
48
Quality of Support
8.2
1,020
9.0
167
Has the product been a good partner in doing business?
8.5
599
9.0
45
Product Direction (% positive)
8.7
967
9.5
176
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
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
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
122
8.2
148
8.6
120
Performance
8.5
154
8.6
119
8.9
152
9.0
120
Generative AI
7.1
33
8.7
85
7.5
33
8.7
85
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
239
|
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
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
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
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
Not enough data
Not enough data
9.0
5
Not enough data
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
Feature Not Available
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
Feature Not Available
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
8.7
18
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
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
Feature Not Available
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
Feature Not Available
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 - 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
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
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
7.2
20
8.7
50
7.6
21
8.3
49
Customer Interaction Automation - AI Customer Support Agents
6.9
18
8.0
49
7.6
19
8.8
50
8.2
20
8.5
48
8.3
25
9.0
52
Automation
8.6
26
8.9
51
8.3
20
8.8
51
7.5
19
8.6
50
Autonomy
6.6
22
8.7
50
6.7
21
8.9
50
7.1
21
8.8
50
7.2
20
8.7
50
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 Level AI are categorized as AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, Contact Center Quality Assurance, and Speech Analytics
Unique Categories
Genesys Cloud CX is categorized as Social Customer Service, Proactive Notification, AI Voice Assistants, Contact Center, Co-Browsing, Genesys AppFoundry Marketplace, UCaaS Platforms, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Live Chat, VoIP Providers, Contact Center Workforce, and Call Center Infrastructure (CCI)
Level AI is categorized as Natural Language Understanding (NLU), Conversation Intelligence, Natural Language Generation (NLG), and Sales Coaching
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Level AI
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
10.2%
Telecommunications
5.8%
Consumer Services
5.0%
Accounting
4.6%
Other
63.5%
Consumer Services
27.6%
Food & Beverages
9.4%
Printing
8.3%
Retail
6.8%
Marketing and Advertising
6.3%
Other
41.7%
Alternatives
Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
MF
No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help.Read more
how do i reschedule emails or put them on hold?
5 Comments
GT
Best to comment on the Genesys Communities board for answers to these questions, and new features etc. Read more
What kind of software is zendesk?
2 Comments
AM
Its a sales CRM tool. It's a good option for small businesses.Read more
Level AI has no more discussions with answers
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