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Compare Genesys Cloud CX and Medallia Agent Connect 
Featured Products
At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Mid-Market (55.9% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,506)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 CXMedallia Agent Connect
Star Rating
(274)4.6 out of 5
Market Segments
Mid-Market (55.9% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Medallia Agent ConnectSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in providing a unified platform for customer interactions, integrating voice, chat, email, and messaging into a single interface. This seamless integration simplifies workflows for agents, making it easier to manage multiple channels effectively.
- Users say that Medallia Agent Connect offers impressive customization options, particularly in its quality assurance features. Reviewers appreciate the ability to modify questions and check performance in real-time, which helps them stay informed about their metrics and results.
- According to verified reviews, Genesys Cloud CX has a significantly higher overall satisfaction score compared to Medallia Agent Connect. Users highlight the platform's robust analytics and customizable dashboards, which enhance their ability to track performance and make data-driven decisions.
- Reviewers mention that while Medallia Agent Connect scores well in ease of use and setup, Genesys Cloud CX provides a more comprehensive solution for contact centers. Users find the multiple channel capabilities of Genesys particularly beneficial in a fast-paced environment.
- G2 reviewers highlight that Genesys Cloud CX has a larger volume of recent reviews, indicating a more active user base and up-to-date feedback. This suggests that potential buyers can trust the insights shared by current users regarding the platform's performance and support.
- Users express that while both platforms have their strengths, Genesys Cloud CX faces challenges in specific areas like support quality compared to Medallia Agent Connect. However, the overall user experience and feature set of Genesys make it a strong contender for those seeking a comprehensive contact center solution.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableMedallia Agent Connect
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Medallia Agent Connect
No trial information availableRatings
Meets Requirements
8.6
1,043
9.0
180
Ease of Use
8.9
1,077
9.2
181
Ease of Setup
8.4
640
9.1
97
Ease of Admin
8.4
589
9.0
95
Quality of Support
8.2
1,000
9.3
160
Has the product been a good partner in doing business?
8.5
583
9.3
97
Product Direction (% positive)
8.7
946
8.5
165
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
8.6
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
Quality Assurance
8.7
158
9.0
98
8.6
149
8.9
88
7.8
160
8.5
92
Engagement
8.5
139
9.1
92
8.2
159
9.0
101
8.2
148
8.7
84
Performance
8.5
154
9.1
90
8.9
152
9.2
73
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
346
|
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
338
|
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
301
|
Verified
Not enough data
8.6
243
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
355
|
Verified
Not enough data
8.8
396
|
Verified
Not enough data
7.5
432
|
Verified
Not enough data
8.8
286
|
Verified
Not enough data
8.5
258
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
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
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
Feedback Management
Not enough data
9.0
20
Not enough data
8.8
17
Not enough data
8.3
25
Feedback Analysis
Not enough data
9.0
16
Not enough data
9.1
17
Not enough data
9.1
25
Feedback Sources
Not enough data
9.1
20
Not enough data
9.2
22
Not enough data
8.1
14
Not enough data
9.2
22
Generative AI
Not enough data
Not enough data
Not enough data
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
148
Not enough data
7.8
132
Not enough data
8.8
166
Not enough data
9.2
168
Not enough data
8.8
163
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
161
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
Generative AI
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Not enough data
Communication
8.6
174
|
Verified
Not enough data
8.5
177
|
Verified
Not enough data
8.4
131
Not enough data
8.5
144
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
145
|
Verified
Not enough data
8.3
139
|
Verified
Not enough data
8.4
138
|
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
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
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)
35
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
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
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
Not enough data
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
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
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
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.5
20
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
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 Medallia Agent Connect are categorized as Contact Center Quality Assurance
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, and Co-Browsing
Medallia Agent Connect is categorized as Feedback Analytics
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Medallia Agent Connect
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
10.3%
Telecommunications
5.8%
Consumer Services
5.1%
Insurance
4.6%
Other
63.3%
Retail
16.0%
Consumer Services
12.2%
Apparel & Fashion
11.0%
Food & Beverages
7.2%
Consumer Goods
6.8%
Other
46.8%
Alternatives
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
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
Can I see other leaderboards from other companies?
1 Comment
MG
Depends of they want o share data collectively .Read more
Medallia Agent Connect has no more discussions with answers
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