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At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (64.4% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,488)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 CXObserve.AI
Star Rating
(238)4.6 out of 5
Market Segments
Mid-Market (64.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Observe.AISummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX excels in call analytics, particularly with its Call Recording feature, which received a high score of 9.5, while Observe.AI's similar feature scored lower at 9.0. This indicates that Genesys may provide a more robust solution for businesses focused on detailed call analysis.
- Reviewers mention that Observe.AI shines in its Quality Assurance capabilities, scoring 9.2 for Evaluation and 9.0 for Calibration, compared to Genesys Cloud CX's scores of 8.7 and 8.6 respectively. This suggests that Observe.AI may offer better tools for maintaining service quality.
- G2 users highlight the superior Ease of Use of Observe.AI, which scored 9.3, compared to Genesys Cloud CX's score of 8.9. This could be a significant factor for teams looking for a user-friendly interface that minimizes training time.
- Users on G2 report that Genesys Cloud CX has a more comprehensive Omnichannel experience, scoring 8.6, while Observe.AI's score in this area is lower. This may appeal to businesses that require seamless integration across multiple communication channels.
- Reviewers say that Observe.AI's Generative AI features, particularly in AI Text Generation and AI Text Summarization, received higher scores (8.3 and 8.3) compared to Genesys Cloud CX, which indicates a stronger focus on AI-driven customer interactions in Observe.AI.
- Users report that Genesys Cloud CX offers better Data Security features, scoring 9.4, which is crucial for businesses that prioritize compliance and data protection, while Observe.AI's score in this area is slightly lower at 9.0.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableObserve.AI
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Observe.AI
No trial information availableRatings
Meets Requirements
8.6
1,036
8.8
185
Ease of Use
8.9
1,069
9.2
185
Ease of Setup
8.4
633
9.0
108
Ease of Admin
8.4
585
9.2
91
Quality of Support
8.2
993
9.2
181
Has the product been a good partner in doing business?
8.5
579
9.3
93
Product Direction (% positive)
8.7
938
9.7
177
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
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
Call Analytics
Not enough data
9.5
43
Not enough data
8.9
44
Not enough data
9.1
44
Not enough data
9.0
40
Agent Performance Management
Not enough data
9.3
40
Not enough data
8.7
42
Not enough data
9.1
43
Generative AI
Not enough data
8.9
17
Agentic AI - Conversation Intelligence
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
Quality Assurance
8.7
157
9.2
143
8.6
148
9.0
140
7.7
159
8.8
134
Engagement
8.5
138
9.1
144
8.2
158
9.1
137
8.2
146
8.8
133
Performance
8.5
153
9.0
126
8.9
151
9.3
134
Generative AI
7.1
33
8.8
28
7.5
33
8.8
28
Channels
9.1
342
|
Verified
Not enough data
8.2
202
Not enough data
8.6
234
|
Verified
Not enough data
8.3
202
|
Verified
Not enough data
8.3
233
|
Verified
Not enough data
Generative AI
7.8
68
Not enough data
Functions
8.8
391
|
Verified
Not enough data
8.8
399
|
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
241
Not enough data
Agentic AI - Contact Center
6.7
10
Not enough data
7.8
10
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
394
|
Verified
Not enough data
7.5
429
|
Verified
Not enough data
8.8
284
|
Verified
Not enough data
8.4
256
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
56
Not enough data
8.9
59
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
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
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
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
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 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
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
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
9.3(won by default)
30
Not enough data
Generative AI
7.5
27
8.9
24
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
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
Testing - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Infrastructure - Contact Center AI Observability
Not enough data
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
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 Observe.AI are categorized as Contact Center Quality Assurance, Speech Analytics, AI Customer Support Agents, and AI Agents For Business Operations
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, UCaaS Platforms, 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, Chatbots, Customer Service Automation, and Co-Browsing
Observe.AI is categorized as Conversation Intelligence and Contact Center AI Observability
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Observe.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
10.4%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Outsourcing/Offshoring
13.1%
Consumer Services
12.2%
Hospital & Health Care
7.2%
Telecommunications
6.8%
Financial Services
6.8%
Other
54.1%
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 use this tool in promoting quality work to other people in our community?
2 Comments
Official Response from Observe.AI
Hi Larah, absolutely! Our platform is used by many organizations who gamify strong performance. As an example, some Observe.AI users will allow QA team leads...Read more
What is the best way to use this tool to have more accurate and quality results in a short matter of time ?
2 Comments
Official Response from Observe.AI
The Observe.AI platform inherently enables greater efficiency of quality audits. By allowing users to see call transcripts, specific points of interests on...Read more
Can we get more functions in moment creation that gives the end user more flexibility in terms of designing moments?
1 Comment
Official Response from Observe.AI
Hi Jasper,
Thank you for your question - it comes at a perfect time!
We are currently working on a “Labs” version of Advanced Moments where we are...Read more
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