Compare Genesys Cloud CX and Ozonetel 
Featured Products
At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Mid-Market (62.4% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,530)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 CXOzonetel
Star Rating
(623)4.6 out of 5
Market Segments
Mid-Market (62.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about OzonetelSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in customization options, allowing businesses to tailor the platform to their specific call flows and routing needs. Users appreciate the flexibility it offers, which has proven invaluable for organizations with unique requirements.
- Users say Ozonetel stands out for its ease of integration with CRM systems, which is crucial for businesses that rely on seamless customer relationship management. Reviewers highlight the excellent network connectivity and strong backend support that ensure smooth operations.
- According to verified reviews, Genesys Cloud CX has made significant strides in AI-powered automation, with users noting that it can perform actions across systems rather than just answering queries. This feature has been particularly praised for enhancing agent efficiency and improving customer interactions.
- Reviewers mention that Ozonetel is particularly effective for managing both inbound and outbound calls, especially in handling customer grievances. Users find the call recording and history maintenance features convenient, which helps in tracking customer interactions effectively.
- G2 reviewers highlight that while Genesys Cloud CX has a higher overall satisfaction score, Ozonetel receives praise for its quality of support and responsiveness. Users have reported that Ozonetel resolves technical issues promptly, often before the expected turnaround time.
- Users express mixed feelings about the implementation process of Genesys Cloud CX, with some finding it intuitive while others face challenges. In contrast, Ozonetel users consistently report a smoother setup experience, which contributes to quicker onboarding and less disruption in daily operations.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableOzonetel
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Ozonetel
Free Trial is available
Ratings
Meets Requirements
8.6
1,061
8.9
553
Ease of Use
8.9
1,096
9.1
563
Ease of Setup
8.4
654
9.1
396
Ease of Admin
8.5
603
9.0
265
Quality of Support
8.2
1,017
9.0
553
Has the product been a good partner in doing business?
8.5
596
9.2
259
Product Direction (% positive)
8.7
965
9.6
554
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
9.1
148
|
Verified
8.9
128
9.1
153
|
Verified
9.2
6
Not enough data
Agent Tools
8.6
124
8.6
135
|
Verified
8.7
138
8.9
140
|
Verified
9.2
162
9.2
149
|
Verified
Automation
8.6
121
8.8
126
|
Verified
9.2
147
9.0
134
|
Verified
8.7
108
8.8
126
|
Verified
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
Administration
Not enough data
9.5
22
Not enough data
9.4
21
Not enough data
9.2
22
Knowledge Management
Not enough data
9.2
22
Not enough data
9.1
22
Not enough data
9.2
22
Compliance
Not enough data
9.3
24
Not enough data
9.2
23
Not enough data
9.3
23
Not enough data
9.2
22
Customer Support
Not enough data
8.8
23
Not enough data
9.4
23
Not enough data
9.2
23
Data Security
Not enough data
9.4
24
Not enough data
9.3
24
Not enough data
9.4
24
Not enough data
9.3
24
Administration
Not enough data
9.3
21
Not enough data
9.2
21
Not enough data
9.3
22
Generative AI
Not enough data
9.3
14
Quality Assurance
8.8
159
Not enough data
8.6
149
Not enough data
7.8
160
Not enough data
Engagement
8.5
139
Not enough data
8.2
159
Not enough data
8.2
148
Not enough data
Performance
8.5
154
Not enough data
8.9
152
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
354
|
Verified
9.1
201
|
Verified
8.3
208
8.9
177
8.6
239
|
Verified
8.8
164
|
Verified
8.3
205
|
Verified
8.6
170
|
Verified
8.3
238
|
Verified
8.8
170
Generative AI
7.9
69
8.5
122
Functions
8.8
394
|
Verified
8.9
192
|
Verified
8.8
403
|
Verified
9.0
192
|
Verified
8.8
340
|
Verified
9.1
191
|
Verified
8.3
235
|
Verified
8.8
174
8.5
243
|
Verified
9.1
188
|
Verified
9.1
316
|
Verified
9.2
196
|
Verified
8.8
304
|
Verified
9.0
190
8.6
244
9.0
179
|
Verified
Agentic AI - Contact Center
6.7
10
9.3
10
8.0
11
8.6
11
7.4
12
9.5
10
6.7
10
9.7
10
Administrative
8.3
356
|
Verified
8.8
193
|
Verified
8.8
402
|
Verified
9.1
203
|
Verified
7.6
439
|
Verified
9.1
208
|
Verified
8.8
287
|
Verified
9.0
186
|
Verified
8.5
261
9.1
187
|
Verified
Functionality
Not enough data
9.1
145
Not enough data
9.0
141
Not enough data
9.0
133
Support
Not enough data
9.0
128
Not enough data
9.0
133
Not enough data
9.1
135
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
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
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
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
9.0
151
7.8
132
8.9
150
8.9
167
9.0
153
9.2
169
9.1
154
8.8
164
9.1
154
9.2
161
9.2
154
9.1
163
9.2
149
Generative AI
7.6
60
8.8
103
Workforce Management
8.9
154
9.1
155
8.8
151
9.2
153
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
9.3
156
8.3
164
9.2
157
Customer Support
9.0
35
8.8
42
8.9
36
8.8
41
8.5
34
9.0
43
Automation
8.7
33
9.0
44
8.6
37
9.0
43
9.1
36
9.1
43
Artificial Intelligence
9.0
35
9.1
42
8.8
35
8.9
43
9.0
33
8.8
43
Generative AI
7.8
28
8.4
17
7.6
28
8.7
17
8.2
28
8.0
17
Communication
8.6
176
|
Verified
8.7
24
|
Verified
8.5
178
|
Verified
9.2
24
|
Verified
8.4
131
8.3
23
8.5
145
8.3
24
|
Verified
8.4
97
8.6
24
Internal Use
8.4
175
|
Verified
8.7
27
|
Verified
8.7
168
|
Verified
8.5
23
|
Verified
8.4
129
|
Verified
8.9
25
8.4
145
|
Verified
8.8
25
8.3
141
|
Verified
8.6
23
|
Verified
8.4
137
|
Verified
9.2
23
|
Verified
Generative AI
Not enough data
8.9
57
Self-Service Experience
Not enough data
9.3
85
Not enough data
9.2
84
Not enough data
8.9
82
Not enough data
9.0
81
Not enough data
Feature Not Available
Self-Service Platform
Not enough data
9.1
83
Not enough data
9.1
88
Not enough data
8.9
83
Not enough data
9.1
90
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
9.3
5
Not enough data
9.3
5
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
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
9.4
13
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
9.2
6
6.2
10
9.4
6
Calling
9.4
61
9.2
162
8.6
54
8.5
143
8.8
60
9.2
155
8.8
60
9.4
156
8.8
11
10.0
6
Contacts
8.6
57
8.9
149
8.5
56
8.7
145
8.4
54
8.8
147
Insights
8.5
55
8.8
143
8.9
57
9.1
151
8.5
57
8.7
139
8.1
52
8.5
139
8.1
51
8.6
137
8.1
9
8.7
5
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
7.0
22
Not enough data
7.1
20
Not enough data
7.2
20
Not enough data
7.6
21
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.2
20
Not enough data
8.2
24
Not enough data
Automation
8.5
25
Not enough data
8.3
20
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 Ozonetel are categorized as Contact Center, Customer Service Automation, Speech Analytics, Auto Dialer, Outbound Call Tracking, Live Chat, and Call Center Infrastructure (CCI)
Unique Categories
Genesys Cloud CX is categorized as Social Customer Service, Proactive Notification, AI Customer Support Agents, AI Voice Assistants, AI Agents For Business Operations, Chatbots, Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Conversational Marketing, VoIP Providers, and Contact Center Workforce
Ozonetel is categorized as Contact Center Knowledge Base, Communication Platform as a Service (CPaaS), and Customer Self-Service
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Ozonetel
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
10.2%
Telecommunications
5.8%
Consumer Services
5.0%
Accounting
4.6%
Other
63.4%
Financial Services
14.7%
Hospital & Health Care
8.4%
Consumer Services
7.3%
Education Management
7.1%
Insurance
6.5%
Other
56.1%
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
What is Ozonetel CloudAgent used for?
2 Comments
Official Response from Ozonetel
It is used as an omnichannel CX platform for enabling customer communications for functions such as marketing, sales, customer support and service and others. Read more
How to add / change IVR options from admin login?
2 Comments
Official Response from Ozonetel
We can enable the IVR module to the client account.
Admin can choose from the drop down menu. Easy to create an IVR flow and map them to the campaign...Read more
Ozonetel has no more discussions with answers
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
or continue with
or continue with
By proceeding, you agree to our Terms of Use and Privacy Policy
