Compare Genesys Cloud CX and Plivo 
Featured Products
At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Small-Business (78.0% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 Per Month
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 CXPlivo
Star Rating
(747)4.5 out of 5
Market Segments
Small-Business (78.0% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- 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, which is particularly beneficial for businesses with unique operational requirements.
- Users say that Plivo stands out for its developer-friendly approach, with excellent documentation that simplifies the integration of voice and messaging features into applications. This makes it an attractive choice for startups looking for cost-effective solutions.
- Reviewers mention that Genesys Cloud CX has made significant strides in enhancing user experience through AI-powered automation. Recent feedback highlights how these improvements enable the system to perform actions across various platforms, rather than just responding to queries, which enhances overall efficiency.
- According to verified reviews, Plivo is praised for its reliable voice and SMS support, making communication seamless for users. The affordability and clear call quality are frequently noted as key advantages, especially for small businesses operating on tight budgets.
- G2 reviewers highlight that while Genesys Cloud CX has a strong market presence, it faces challenges in user satisfaction compared to Plivo, particularly in areas like support quality. Users have noted that while Genesys offers robust features, the support experience could be improved.
- Users report that Plivo's straightforward interface and ease of use contribute to a smoother onboarding experience, making it easier for teams to adopt the platform quickly. This is particularly beneficial for smaller organizations that may not have extensive technical resources.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availablePlivo
Starter
Starting at $25.00
Per Month
- $10 free credits
- AI Agents for Customer service, Marketing campaigns, Alerts & Reminders, Conversational marketing
- Vibe Agent Builder
Free Trial
Genesys Cloud CX
Free Trial is available
Plivo
Free Trial is available
Ratings
Meets Requirements
8.6
1,061
9.1
522
Ease of Use
8.9
1,096
9.0
534
Ease of Setup
8.4
654
8.8
402
Ease of Admin
8.5
603
9.0
395
Quality of Support
8.2
1,017
8.5
477
Has the product been a good partner in doing business?
8.5
596
9.0
386
Product Direction (% positive)
8.7
965
7.7
488
Features by Category
Ticket and Case Management
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
Feature Not Available
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
Not enough data
Feature Not Available
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Communication Channels
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Platform
Not enough data
Not enough data
8.4
175
|
Verified
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
Authentication type
Not enough data
8.1
7
Not enough data
5.8
6
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Functionality
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Implementation
Not enough data
8.9
6
Not enough data
7.7
5
Not enough data
8.3
5
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
Feature Not Available
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
Feature Not Available
8.6
24
Feature Not Available
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
Feature Not Available
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
Text Messaging
Not enough data
6.7
5
Not enough data
7.3
5
Not enough data
7.0
5
Not enough data
5.7
5
Not enough data
Feature Not Available
Not enough data
4.7
5
Not enough data
6.3
5
Not enough data
6.3
5
SMS Platform
Not enough data
8.0
5
Not enough data
7.3
5
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3
5
Not enough data
9.3
5
Agentic AI - SMS Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Design
Not enough data
Feature Not Available
Not enough data
Feature Not Available
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
Not enough data
Feature Not Available
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
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
238
|
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
Functionality
Not enough data
8.9
333
|
Verified
Not enough data
9.0
321
|
Verified
Not enough data
8.8
310
|
Verified
Support
Not enough data
8.7
330
|
Verified
Not enough data
Feature Not Available
Not enough data
8.5
278
|
Verified
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
Feature Not Available
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
Feature Not Available
8.9
61
Not enough data
8.7
57
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Feature Not Available
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
Conversational Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Support Automation
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
Not enough data
Feature Not Available
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
Feature Not Available
8.2
28
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
Feature Not Available
Internal Use
8.4
175
|
Verified
Not enough data
8.7
168
|
Verified
Feature Not Available
8.4
129
|
Verified
Feature Not Available
8.4
145
|
Verified
Not enough data
8.3
141
|
Verified
Not enough data
8.4
137
|
Verified
Not enough data
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Not enough data
Self-Service Platform
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 - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Feature Not Available
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
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Feature Not Available
Platform Basics - Phone Verification
Not enough data
8.5
8
Not enough data
Feature Not Available
Not enough data
8.5
9
Not enough data
7.3
8
Not enough data
8.1
8
Not enough data
5.8
8
Additional Features - Phone Verification
Not enough data
7.0
9
Not enough data
6.9
7
Not enough data
6.3
8
Agentic AI - Phone Verification
Not enough data
Not enough data
WhatsApp Messaging - WhatsApp 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
WhatsApp Business Platform - WhatsApp 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
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
6.2
10
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
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
Messaging - RCS Business Messaging
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
Not enough data
Not enough data
Security / Verification - RCS Business Messaging
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics / Deliverability - RCS Business Messaging
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
AI - RCS Business Messaging
Not enough data
Not enough data
Analysis
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Campaigns
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Engagement
Not enough data
Feature Not Available
Platform
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Agentic AI - Mobile Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
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
Feature Not Available
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 Plivo are categorized as AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, Conversational Marketing, and Live Chat
Unique Categories
Genesys Cloud CX is categorized as Social Customer Service, Proactive Notification, AI Voice Assistants, Contact Center, Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Outbound Call Tracking, VoIP Providers, Contact Center Workforce, and Call Center Infrastructure (CCI)
Plivo is categorized as Conversational Support, WhatsApp Marketing, Phone Verification, Digital Customer Service Platforms, Customer Communications Management, SMS Marketing, Multi-Factor Authentication (MFA), Communication Platform as a Service (CPaaS), Mobile Marketing, Help Desk, Customer Self-Service, and RCS Business Messaging
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Plivo
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%
Computer Software
19.0%
Information Technology and Services
11.9%
Marketing and Advertising
5.7%
Telecommunications
5.4%
Financial Services
4.2%
Other
53.9%
Alternatives
Discussions
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
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect 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 you add emoji use to texting with Plivo ?
2 Comments
HD
Hi Raquel, We do support this feature and emojis can be added and sent through inbound and outbound SMS. We're putting together a quick how to for you and...Read more
Where can I see the pricing for all countries you support?
1 Comment
Official Response from Plivo
You can see detailed pricing at https://www.plivo.com/pricing/Read more
Does anybody from Ethiopia use Plivo, if so do you have deliverability issues some times?
1 Comment
HD
Hi there - I checked with our Plivo support team and the last known issue that was raised with us was in July and was due to a two week Internet blackout in...Read more
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.
