# Genesys Cloud CX vs Maqsam Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Genesys Cloud CX excels in customization options, allowing organizations to tailor call flows and routing to their specific needs. Users appreciate the flexibility it offers, stating that it has been invaluable for their unique requirements.
- **Users say** that Maqsam stands out for its reporting capabilities, with many highlighting its ability to generate detailed and well-organized reports. This feature is particularly beneficial for teams that rely on data-driven insights to improve their operations.
- **According to verified reviews** , Genesys Cloud CX is praised for its cloud-based architecture, which eliminates the need for installation and simplifies access for users. This aspect has been noted as a significant advantage for teams looking for a hassle-free setup.
- **Reviewers mention** that Maqsam is easy to use and straightforward, making it a great choice for small businesses. The integration with Zoho has also been highlighted as a convenient feature that streamlines call logging and management.
- **G2 reviewers report** that while Genesys Cloud CX has a higher overall satisfaction score, Maqsam has received positive feedback for its quality of support, with users noting that they feel well-supported throughout their experience.
- **Users say** that Genesys Cloud CX has been making strides in agent-friendly improvements, particularly with its AI-powered automation features that can take actions across systems, enhancing efficiency and user experience.



| | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.7 out of 5 | 
| **Total Reviews** | 1,547 | 83 | 
| **Largest Market Segment** | Mid-Market (46.1% of reviews) | Small-Business (55.1% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $45.00 1 User Per Month | 

---
## Top Pros & Cons

### Genesys Cloud CX

Pros:
- Ease of Use (144 reviews)
- Features (103 reviews)

Cons:
- Limited Features (58 reviews)
- Missing Features (55 reviews)

### Maqsam

Pros:
- Ease of Use (14 reviews)
- Features (8 reviews)

Cons:
- Call Issues (6 reviews)
- Call Quality Issues (5 reviews)

---
## Ratings Comparison
| Rating | Genesys Cloud CX | Maqsam | 
|---|---|---|
  | **Meets Requirements** | 8.6 (1072 reviews) | 8.9 (54 reviews) | 
  | **Ease of Use** | 8.9 (1108 reviews) | 9.3 (56 reviews) | 
  | **Ease of Setup** | 8.4 (666 reviews) | 8.9 (52 reviews) | 
  | **Ease of Admin** | 8.5 (614 reviews) | 9.0 (33 reviews) | 
  | **Quality of Support** | 8.2 (1028 reviews) | 9.1 (56 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (607 reviews) | 9.1 (32 reviews) | 
  | **Product Direction (% positive)** | 8.7 (974 reviews) | 9.3 (52 reviews) | 

---
## Pricing

### Genesys Cloud CX

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Maqsam

#### Entry-Level Pricing

Plan: Seat Plans Telephony

Price: Starting at $45.00 1 User Per Month

Key Features:
- Free Setup fees  
- Free AI Features  (Call Transcription, Call Summary, Sentiment Analysis)
- Full Custom Reporting  

[Browse all 3 editions](https://www.g2.com/products/maqsam/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.1/10 | 30 |
| **Maqsam** | N/A | N/A |

#### Messenger

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Sequencing** | 8.8 (23 reviews) | Not enough data | 
| **AI** | 9.1 (26 reviews) | Not enough data | 
| **Live Chat** | 9.1 (25 reviews) | Not enough data | 
| **Customization Interface** | 8.5 (25 reviews) | Not enough data | 

#### Channels

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Social Media** | 9.0 (24 reviews) | Not enough data | 
| **Website** | 9.1 (23 reviews) | Not enough data | 
| **Text Message (SMS)** | 9.2 (22 reviews) | Not enough data | 
| **Voice Assistants** | 8.9 (21 reviews) | Not enough data | 
| **Other** | 9.2 (20 reviews) | Not enough data | 

#### Customers

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Targeting** | 8.9 (27 reviews) | Not enough data | 
| **Profiles** | 8.6 (24 reviews) | Not enough data | 
| **Analytics** | 9.1 (25 reviews) | Not enough data | 
| **Lead Gathering** | 8.7 (23 reviews) | Not enough data | 
| **Sales Conversion** | 9.2 (24 reviews) | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.8/10 | 197 |
| **Maqsam** | N/A | N/A |

#### Dialing Options

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Preview Dialing** | 8.9 (145 reviews) | Not enough data | 
| **Progressive Dialing** | 8.9 (129 reviews) | Not enough data | 
| **Predictive Dialing** | 9.0 (7 reviews) | Not enough data | 

#### Agent Tools

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Whisper Coaching ** | 8.6 (125 reviews) | Not enough data | 
| **Callback Scheduling ** | 8.7 (139 reviews) | Not enough data | 
| **Call Recording ** | 9.2 (163 reviews) | Not enough data | 

#### Automation

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Voice Activity Detection** | 8.6 (121 reviews) | Not enough data | 
| **Interactive Voice Response (IVR)** | 9.2 (148 reviews) | Not enough data | 
| **Call Scrubbing** | 8.7 (109 reviews) | Not enough data | 

#### Agentic AI - Auto Dialer

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Autonomous Task Execution** | 9.2 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 8.6 (6 reviews) | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | 8.7 (5 reviews) | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.2/10 | 194 |
| **Maqsam** | N/A | N/A |

#### Quality Assurance

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Evaluation** | 8.8 (160 reviews) | Not enough data | 
| **Calibration** | 8.6 (150 reviews) | Not enough data | 
| **Reports** | 7.8 (161 reviews) | Not enough data | 

#### Engagement

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Feedback** | 8.5 (139 reviews) | Not enough data | 
| **Dashboards** | 8.2 (160 reviews) | Not enough data | 
| **Training** | 8.2 (148 reviews) | Not enough data | 

#### Performance

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Integrations** | 8.5 (155 reviews) | Not enough data | 
| **Compliance** | 9.0 (153 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **AI Text Generation** | 7.1 (33 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (33 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 522 |
| **Maqsam** | 8.4/10 | 35 |

#### Channels

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Voice** | 9.1 (355 reviews) ✓ Verified | 8.8 (31 reviews) | 
| **Social** | 8.3 (209 reviews) | 7.6 (13 reviews) | 
| **Web Chat** | 8.6 (241 reviews) ✓ Verified | 7.2 (13 reviews) | 
| **Mobile SMS** | 8.3 (207 reviews) ✓ Verified | 7.2 (15 reviews) | 
| **Email** | 8.3 (240 reviews) ✓ Verified | 7.9 (15 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **AI Text-to-Speech** | 7.9 (69 reviews) | 8.1 (16 reviews) | 

#### Functions

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Session Routing** | 8.8 (394 reviews) ✓ Verified | 8.4 (19 reviews) | 
| **Session Queuing** | 8.8 (403 reviews) ✓ Verified | 8.5 (18 reviews) | 
| **Concurrent Calling** | 8.8 (340 reviews) ✓ Verified | 9.1 (19 reviews) | 
| **Speech Analytics** | 8.3 (237 reviews) ✓ Verified | 8.1 (18 reviews) | 
| **Auto Dialer** | 8.5 (244 reviews) ✓ Verified | 8.4 (19 reviews) | 
| **IVR** | 9.1 (318 reviews) ✓ Verified | 8.7 (22 reviews) | 
| **Inbound Screen Pop** | 8.8 (304 reviews) ✓ Verified | 8.3 (18 reviews) | 
| **Persistent Data** | 8.6 (244 reviews) | 8.8 (17 reviews) | 

#### Agentic AI - Contact Center

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Autonomous Task Execution** | 6.7 (10 reviews) | Not enough data | 
| **Cross-system Integration** | 8.0 (11 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.4 (12 reviews) | Not enough data | 
| **Proactive Assistance** | 6.7 (10 reviews) | Not enough data | 

#### Administrative

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Session Summary Notes** | 8.3 (356 reviews) ✓ Verified | 8.3 (19 reviews) | 
| **Administrator Access** | 8.8 (402 reviews) ✓ Verified | 9.0 (23 reviews) | 
| **Reporting & Dashboards** | 7.5 (440 reviews) ✓ Verified | 8.6 (22 reviews) | 
| **Session Recording** | 8.8 (287 reviews) ✓ Verified | 9.4 (21 reviews) | 
| **Agent Scheduling and Assignment** | 8.5 (261 reviews) | 8.4 (15 reviews) | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.1/10 | 47 |
| **Maqsam** | N/A | N/A |

#### Responses

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Personalization** | 9.2 (36 reviews) | Not enough data | 
| **Route To Human** | 9.4 (36 reviews) | Not enough data | 
| **Natural Language Understanding (NLU)** | 8.6 (33 reviews) | Not enough data | 

#### Automation - AI Agents

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Sales Follow-Up** | 9.1 (9 reviews) | Not enough data | 
| **Customer Interaction Automation** | 9.2 (11 reviews) | Not enough data | 
| **Lead Generation** | 8.3 (8 reviews) | Not enough data | 
| **Document Processing** | 8.5 (8 reviews) | Not enough data | 
| **Feedback Collection** | 9.1 (11 reviews) | Not enough data | 

#### Platform

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Conversation Editor** | 8.8 (35 reviews) | Not enough data | 
| **Integration** | 9.3 (37 reviews) | Not enough data | 
| **Human-In-The-Loop** | 9.1 (33 reviews) | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Independent Decision Making** | 9.0 (10 reviews) | Not enough data | 
| **Adaptive Responses** | 9.2 (11 reviews) | Not enough data | 
| **Task Execution** | 8.9 (9 reviews) | Not enough data | 
| **Problem Solving** | 9.0 (10 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **AI Text Generation** | 9.7 (5 reviews) | Not enough data | 
| **AI Text Summarization** | 9.2 (6 reviews) | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 75 |
| **Maqsam** | N/A | N/A |

#### Responses

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Customization** | 8.7 (60 reviews) | Not enough data | 
| **Control** | 8.8 (58 reviews) | Not enough data | 
| **Route To Human** | 9.1 (60 reviews) | Not enough data | 
| **Menu bars** | 8.5 (61 reviews) | Not enough data | 
| **Drip sequences** | 8.3 (55 reviews) | Not enough data | 

#### Platform

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Live chat** | 9.0 (59 reviews) | Not enough data | 
| **Integrations** | 8.8 (64 reviews) | Not enough data | 
| **Branding** | 9.0 (56 reviews) | Not enough data | 
| **Analytics** | 8.6 (62 reviews) | Not enough data | 
| **A/B testing** | Feature Not Available | Not enough data | 
| **Role-based access** | 8.9 (62 reviews) | Not enough data | 
| **Collection of information** | 8.7 (57 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **AI Text Generation** | 8.6 (29 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (29 reviews) | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.4/10 | 202 |
| **Maqsam** | N/A | N/A |

#### Workforce Management

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Agent Availability** | 8.7 (173 reviews) | Not enough data | 
| **Skills Management** | 8.6 (163 reviews) | Not enough data | 
| **Shift Scheduling** | 8.5 (154 reviews) | Not enough data | 
| **Agent Self-Service** | 8.2 (151 reviews) | Not enough data | 
| **Mobile Access** | 8.0 (119 reviews) | Not enough data | 

#### Administration

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Automation** | 8.1 (145 reviews) | Not enough data | 
| **Performance Analysis** | 8.5 (164 reviews) | Not enough data | 
| **Dashboards** | 8.4 (172 reviews) | Not enough data | 
| **Forecasting** | 8.0 (145 reviews) | Not enough data | 
| **Intraday Management** | 8.5 (153 reviews) | Not enough data | 

### Co-Browsing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.2/10 | 27 |
| **Maqsam** | N/A | N/A |

#### Administration

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Access Control** | 9.2 (25 reviews) | Not enough data | 
| **Web Page Navigation** | 8.9 (24 reviews) | Not enough data | 
| **Real Time Assistance** | 9.2 (23 reviews) | Not enough data | 

#### Security

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Data Security** | 9.3 (24 reviews) | Not enough data | 
| **Data Masking** | 9.4 (23 reviews) | Not enough data | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.0/10 | 49 |
| **Maqsam** | N/A | N/A |

#### Messaging Channels

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **SMS Messaging** | 9.0 (31 reviews) | Not enough data | 
| **Email** | 9.2 (32 reviews) | Not enough data | 
| **Voice Messaging** | 9.2 (34 reviews) | Not enough data | 
| **Two way messaging** | 9.0 (33 reviews) | Not enough data | 

#### Administration

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Scheduling** | 9.0 (35 reviews) | Not enough data | 
| **Triggered Notifications** | 8.9 (33 reviews) | Not enough data | 
| **Segmentation** | 8.7 (33 reviews) | Not enough data | 
| **Integrations** | 9.0 (37 reviews) | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.1/10 | 191 |
| **Maqsam** | 9.4/10 | 21 |

#### Platform

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Omnichannel** | 8.7 (153 reviews) | 8.3 (10 reviews) | 
| **Mobile Access** | 7.8 (132 reviews) | 8.6 (16 reviews) | 
| **Queue Management** | 8.9 (168 reviews) | 9.3 (12 reviews) | 
| **Call Routing** | 9.2 (171 reviews) | 9.6 (14 reviews) | 
| **Call Back** | 8.8 (165 reviews) | 9.8 (15 reviews) | 
| **IVR** | 9.2 (164 reviews) | 9.6 (17 reviews) | 
| **Automatic Call Distribution** | 9.1 (165 reviews) | 9.4 (13 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **AI Text-to-Speech** | 7.7 (61 reviews) | 9.1 (11 reviews) | 

#### Workforce Management

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Call Monitoring** | 8.9 (155 reviews) | 9.9 (15 reviews) | 
| **Performance Evaluation** | 8.8 (152 reviews) | 9.5 (13 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 7.3 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 5.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 5.6 (8 reviews) | Not enough data | 

#### Administrative

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Call Recording** | 9.1 (163 reviews) | 9.8 (15 reviews) | 
| **Reporting & Dashboards** | 8.3 (166 reviews) | 9.4 (13 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.8/10 | 45 |
| **Maqsam** | 8.8/10 | 7 |

#### Customer Support

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Text** | 9.0 (35 reviews) | 8.7 (5 reviews) | 
| **Speech** | 8.9 (36 reviews) | 9.3 (7 reviews) | 
| **Knowledge Base** | 8.5 (34 reviews) | 7.8 (6 reviews) | 

#### Automation

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Ticket Resolution** | 8.7 (33 reviews) | 8.8 (7 reviews) | 
| **Customization** | 8.6 (37 reviews) | 9.3 (7 reviews) | 
| **Intelligent Routing** | 9.1 (36 reviews) | 9.2 (6 reviews) | 

#### Artificial Intelligence

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Learning** | 9.0 (35 reviews) | 8.8 (7 reviews) | 
| **Language** | 8.8 (35 reviews) | 8.6 (6 reviews) | 
| **Conversational AI** | 9.0 (33 reviews) | 8.6 (6 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 248 |
| **Maqsam** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **AI Text Generation** | 7.8 (28 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (28 reviews) | Not enough data | 
| **AI Text-to-Speech** | Feature Not Available | Not enough data | 

#### Communication

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Pop-up Chat** | 8.6 (176 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.5 (178 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (131 reviews) | Not enough data | 
| **In-App Messaging** | 8.5 (145 reviews) | Not enough data | 
| **Co-Browsing** | 8.4 (97 reviews) | Not enough data | 

####  Internal Use

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Customization ** | 8.4 (175 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.7 (168 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.4 (129 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (145 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.3 (141 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.4 (138 reviews) ✓ Verified | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 47 |
| **Maqsam** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **AI Text Generation** | 6.9 (13 reviews) | Not enough data | 
| **AI Text Summarization** | 7.2 (13 reviews) | Not enough data | 

#### Process

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Mentions** | 8.3 (28 reviews) | Not enough data | 
| **Tickets** | 9.0 (31 reviews) | Not enough data | 
| **Macros** | 8.7 (29 reviews) | Not enough data | 

#### Channels

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Email** | 8.9 (33 reviews) | Not enough data | 
| **Social** | 8.9 (34 reviews) | Not enough data | 
| **Live Chat** | 8.8 (35 reviews) | Not enough data | 
| **Phone** | 9.7 (37 reviews) | Not enough data | 
| **Text** | 9.1 (33 reviews) | Not enough data | 

#### Insight

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Surveys** | 9.3 (30 reviews) | Not enough data | 
| **Reporting** | 9.0 (37 reviews) | Not enough data | 
| **Visitor Activity** | 8.9 (33 reviews) | Not enough data | 
| **Help Desk** | 9.4 (31 reviews) | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 7.5/10 | 28 |
| **Maqsam** | 8.7/10 | 9 |

#### Generative AI

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **AI Text Summarization** | 7.5 (27 reviews) | 8.7 (9 reviews) | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 70 |
| **Maqsam** | N/A | N/A |

#### Platform Basics - VoIP Providers

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **PBX systems, VoIP Softphone** | 8.5 (8 reviews) | Not enough data | 
| **Call Management** | 8.5 (9 reviews) | Not enough data | 
| **Network monitoring** | 6.7 (8 reviews) | Not enough data | 
| **Integrations** | 7.6 (9 reviews) | Not enough data | 
| **Virtual PBX** | 8.1 (7 reviews) | Not enough data | 
| **SIP trunking services** | 7.9 (7 reviews) | Not enough data | 

#### Basic Communication

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Phone Calls** | 9.6 (65 reviews) | Not enough data | 
| **Video Calls** | 7.5 (44 reviews) | Not enough data | 
| **Instant Messaging** | 8.4 (52 reviews) | Not enough data | 
| **Screen Sharing** | 8.3 (46 reviews) | Not enough data | 
| **Conference Calls** | 8.8 (53 reviews) | Not enough data | 
| **Desk-to-Desk Calls** | 8.7 (54 reviews) | Not enough data | 

#### Agentic AI - VoIP Providers

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Access

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Software Pairing** | 8.1 (54 reviews) | Not enough data | 
| **Browser Extension** | 7.9 (47 reviews) | Not enough data | 
| **Individual Download** | 7.8 (48 reviews) | Not enough data | 

#### Advanced Features

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Hold Music** | 8.9 (60 reviews) | Not enough data | 
| **Automated Attendants** | 8.6 (53 reviews) | Not enough data | 
| **VOiP Number** | 9.1 (61 reviews) | Not enough data | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 11 |
| **Maqsam** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Voice Recognition** | 8.5 (8 reviews) | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Speech Synthesis** | 9.0 (8 reviews) | Not enough data | 
| **Customizable speech** | 8.5 (8 reviews) | Not enough data | 
| **Multiple voice actions** | 8.8 (8 reviews) | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Encrypted communication** | 8.8 (8 reviews) | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Cross platform compatibility** | 8.8 (8 reviews) | Not enough data | 

### Genesys AppFoundry Marketplace

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 5 |
| **Maqsam** | N/A | N/A |

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | 8.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Outbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.4/10 | 69 |
| **Maqsam** | N/A | N/A |

#### Agentic AI - Outbound Call Tracking

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Autonomous Task Execution** | 6.2 (10 reviews) | Not enough data | 
| **Natural Language Interaction** | Feature Not Available | Not enough data | 

#### Calling

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Record Calls** | 9.4 (62 reviews) | Not enough data | 
| **Generate Location** | 8.6 (54 reviews) | Not enough data | 
| **Call Types** | 8.8 (60 reviews) | Not enough data | 
| **Click-to-Call** | 8.8 (60 reviews) | Not enough data | 
| **Auto Dialer** | 8.9 (12 reviews) | Not enough data | 

#### Contacts

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Personalization** | 8.6 (57 reviews) | Not enough data | 
| **Information Locater** | 8.6 (57 reviews) | Not enough data | 
| **Record Prospect Data** | 8.4 (54 reviews) | Not enough data | 

#### Insights

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Notes** | 8.5 (55 reviews) | Not enough data | 
| **Daily Summary** | Feature Not Available | Not enough data | 
| **Automated Voicemails** | 8.5 (57 reviews) | Not enough data | 
| **Automated Emails** | 8.1 (52 reviews) | Not enough data | 
| **Sorts Prospects** | 8.1 (51 reviews) | Not enough data | 
| **Automated Note Taking** | 8.1 (9 reviews) | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 67 |
| **Maqsam** | N/A | N/A |

#### Agentic AI - UCaaS Platforms

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Extensions

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Tenancy Flexibility** | 8.9 (43 reviews) | Not enough data | 
| **Native VoIP** | 9.3 (47 reviews) ✓ Verified | Not enough data | 
| **CCaaS Option** | 9.1 (52 reviews) ✓ Verified | Not enough data | 

#### Features

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Voicemail to Email** | 8.6 (39 reviews) | Not enough data | 
| **Voicemail to SMS** | 8.1 (33 reviews) | Not enough data | 
| **File Sharing** | 8.2 (35 reviews) ✓ Verified | Not enough data | 
| **Voice Conferencing** | 9.2 (36 reviews) ✓ Verified | Not enough data | 
| **Video Conferencing** | 8.9 (33 reviews) ✓ Verified | Not enough data | 
| **Conference Transcripts** | Feature Not Available | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 7.4/10 | 47 |
| **Maqsam** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Automated Ticket Resolution** | 7.2 (20 reviews) | Not enough data | 
| **Contextual Response Generation** | 7.0 (22 reviews) | Not enough data | 
| **Sentiment Analysis** | 7.1 (20 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 7.2 (20 reviews) | Not enough data | 
| **Multilingual Support** | 7.4 (22 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Proactive Customer Outreach** | 6.9 (18 reviews) | Not enough data | 
| **Feedback Collection** | 7.6 (19 reviews) | Not enough data | 
| **Escalation Handling** | 8.2 (20 reviews) | Not enough data | 
| **Workflow Optimization** | 8.4 (27 reviews) | Not enough data | 

#### Automation

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Customer Interaction Automation** | 8.6 (26 reviews) | Not enough data | 
| **Feedback Collection** | 8.3 (20 reviews) | Not enough data | 
| **Document Processing** | 7.5 (19 reviews) | Not enough data | 

#### Autonomy

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Independent Decision Making** | 6.6 (22 reviews) | Not enough data | 
| **Adaptive Responses** | 6.7 (21 reviews) | Not enough data | 
| **Task Execution** | 7.1 (21 reviews) | Not enough data | 
| **Problem Solving** | 7.2 (20 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Maqsam** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (6):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci)

**Unique to Genesys Cloud CX (14):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [Chatbots Software](https://www.g2.com/categories/chatbots), [Co-Browsing Software](https://www.g2.com/categories/co-browsing), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Live Chat Software](https://www.g2.com/categories/live-chat), [VoIP Providers](https://www.g2.com/categories/voip-providers), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce)



---
## Reviewer Demographics

### By Company Size

| Segment | Genesys Cloud CX | Maqsam | 
|---|---|---|
| **Small-Business** | 13.8% | 55.1% | 
| **Mid-Market** | 46.1% | 41.0% | 
| **Enterprise** | 40.1% | 3.8% | 

### By Industry

#### Genesys Cloud CX

- **Information Technology and Services:** 10.8%
- **Financial Services:** 10.2%
- **Telecommunications:** 5.8%
- **Consumer Services:** 5.1%
- **Insurance:** 4.7%
- **Accounting:** 4.6%
- **Banking:** 4.4%
- **Computer Software:** 4.2%
- **Hospital & Health Care:** 3.8%
- **Retail:** 3.6%
- **Other:** 42.8%

#### Maqsam

- **Financial Services:** 10.9%
- **Information Technology and Services:** 9.4%
- **Computer Software:** 6.3%
- **Consumer Services:** 6.3%
- **Retail:** 6.3%
- **Real Estate:** 6.3%
- **Education Management:** 6.3%
- **Consulting:** 4.7%
- **Automotive:** 4.7%
- **Logistics and Supply Chain:** 4.7%
- **Other:** 34.4%

---
## Alternatives

### Alternatives to Genesys Cloud CX

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (736 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1826 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1583 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)

### Alternatives to Maqsam

- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1583 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1826 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [KrispCall](https://www.g2.com/products/krispcall/reviews) — 4.5/5 stars (356 reviews)
- [Kixie PowerCall & SMS](https://www.g2.com/products/kixie-powercall-sms/reviews) — 4.8/5 stars (864 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Nextiva](https://www.g2.com/products/nextiva/reviews) — 4.5/5 stars (3552 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)

---
## Top Discussions

### Genesys Cloud CX

- Title: [Anyone integrated PureCloud with custom CRM?](https://www.g2.com/discussions/anyone-integrated-purecloud-with-custom-crm) — 5 comments, 1 upvote
  > **Top comment:** "No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help."
- Title: [how do i reschedule emails or put them on hold?](https://www.g2.com/discussions/16240-how-do-i-reschedule-emails-or-put-them-on-hold) — 5 comments, 1 upvote
  > **Top comment:** "Best to comment on the Genesys Communities board for answers to these questions, and new features etc. "
- Title: [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) — 2 comments
  > **Top comment:** "Its a sales CRM tool. It's a good option for small businesses."
- Title: [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) — 2 comments
  > **Top comment:** "I collaborated by giving my opinion and observations."
- Title: [What does Zendesk software do?](https://www.g2.com/discussions/what-does-zendesk-software-do) — 2 comments
  > **Top comment:** "It is a ticketing Tool"

### Maqsam

- Title: [What is Maqsam used for?](https://www.g2.com/discussions/what-is-maqsam-used-for) — 2 comments
  > **Top comment:** "Cloud call center system"

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/genesys-cloud-cx-vs-maqsam)