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Compare Genesys Cloud CX and RingCentral Contact Center 
Featured Products
At a Glance
Market Segments
Mid-Market (46.3% of reviews)
Small-Business (50.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,522)4.4 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXRingCentral Contact Center
Star Rating
(183)4.1 out of 5
Market Segments
Small-Business (50.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about RingCentral Contact CenterSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in providing a seamless integration of multiple communication channels, including voice, chat, email, and messaging. Users appreciate how this unified platform simplifies workflows for agents, making it easier to manage customer interactions without the hassle of switching between different tools.
- Users say that RingCentral Contact Center offers a unified and intuitive interface that helps keep all customer interactions organized. Reviewers highlight the platform's efficiency in handling calls, messages, and reporting, which contributes to a more streamlined experience for agents.
- According to verified reviews, Genesys Cloud CX stands out for its robust analytics capabilities, with customizable dashboards that allow users to track performance metrics effectively. This feature is particularly praised by users who find it beneficial for staff management and operational insights.
- Reviewers mention that while RingCentral Contact Center has a solid support system with quick response times, Genesys Cloud CX slightly outperforms in terms of overall support quality. Users have noted that Genesys provides a more comprehensive support experience, which can be crucial for businesses needing timely assistance.
- G2 reviewers highlight that Genesys Cloud CX has a higher overall satisfaction score compared to RingCentral Contact Center, indicating a more favorable user experience. This is reflected in the positive feedback regarding its ease of use and setup, which many users find intuitive and straightforward.
- Users report that while both platforms have their strengths, Genesys Cloud CX is particularly favored in larger mid-market environments, whereas RingCentral Contact Center is more commonly used by small businesses. This distinction may influence the choice depending on the size and needs of the organization.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableRingCentral Contact Center
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
RingCentral Contact Center
No trial information availableRatings
Meets Requirements
8.6
1,056
8.4
144
Ease of Use
8.9
1,090
8.5
147
Ease of Setup
8.4
649
8.3
78
Ease of Admin
8.4
599
8.3
49
Quality of Support
8.2
1,012
7.9
128
Has the product been a good partner in doing business?
8.5
592
8.0
50
Product Direction (% positive)
8.7
959
7.2
136
Features by Category
Ticket and Case Management
Not enough data
8.1
9
Not enough data
8.1
8
Not enough data
9.5
11
Not enough data
9.5
11
Not enough data
8.1
6
Not enough data
9.0
10
Not enough data
8.7
9
Not enough data
9.2
10
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
Not enough data
Communication Channels
Not enough data
9.4
9
Not enough data
9.8
7
Not enough data
9.6
8
Not enough data
9.2
6
Not enough data
9.5
11
Platform
Not enough data
9.0
15
8.4
175
|
Verified
8.6
15
Not enough data
9.4
14
Not enough data
9.1
11
Not enough data
9.8
11
Not enough data
9.7
13
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
8.4
24
|
Verified
8.9
128
8.1
22
|
Verified
9.2
6
7.2
10
Agent Tools
8.6
124
7.4
22
|
Verified
8.6
137
8.0
22
|
Verified
9.2
161
8.3
25
|
Verified
Automation
8.6
121
8.3
21
|
Verified
9.2
146
8.2
23
|
Verified
8.7
108
8.0
22
|
Verified
Agentic AI - Auto Dialer
9.2
6
7.5
12
8.6
6
7.9
13
AI Capabilities - Auto Dialer
Not enough data
8.2
10
Not enough data
8.5
10
8.7
5
8.2
10
Channels
Not enough data
9.0
21
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Design
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
7.9
16
Not enough data
8.7
26
Not enough data
8.6
22
Generative AI
Not enough data
7.3
11
Not enough data
Feature Not Available
Usability
Not enough data
Feature Not Available
Not enough data
8.6
6
Not enough data
9.7
6
Reporting
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
9.7
6
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
348
|
Verified
8.9
48
|
Verified
8.2
204
7.4
38
|
Verified
8.6
237
|
Verified
7.7
40
|
Verified
8.3
204
|
Verified
7.8
46
|
Verified
8.3
236
|
Verified
7.9
39
|
Verified
Generative AI
7.8
68
6.7
26
Functions
8.8
393
|
Verified
8.3
66
|
Verified
8.8
401
|
Verified
8.1
64
|
Verified
8.8
339
|
Verified
7.9
54
|
Verified
8.3
233
|
Verified
7.4
32
|
Verified
8.5
243
|
Verified
8.0
40
|
Verified
9.1
314
|
Verified
7.8
38
|
Verified
8.8
302
|
Verified
8.1
42
8.6
244
8.0
37
|
Verified
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
356
|
Verified
7.9
57
|
Verified
8.8
398
|
Verified
8.5
63
|
Verified
7.5
434
|
Verified
7.9
68
|
Verified
8.8
286
|
Verified
8.0
41
|
Verified
8.5
261
7.8
38
|
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
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
8.7
13
8.6
162
8.3
11
8.5
153
8.5
10
8.2
151
7.4
11
8.0
119
9.2
14
Administration
8.1
145
8.3
13
8.5
164
8.8
11
8.4
172
9.5
14
8.0
144
8.0
10
8.5
153
8.2
11
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
8.9
16
Not enough data
8.6
13
Not enough data
9.2
14
Not enough data
9.6
9
Support Automation
Not enough data
8.3
14
Not enough data
8.6
13
Not enough data
9.4
13
Not enough data
8.0
10
Generative AI
Not enough data
9.0
7
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
8.2
163
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
175
|
Verified
9.2
13
8.5
178
|
Verified
8.8
14
8.4
132
Not enough data
8.5
145
8.7
15
8.4
98
6.7
5
Internal Use
8.4
175
|
Verified
8.6
15
8.7
168
|
Verified
8.9
12
8.4
129
|
Verified
Feature Not Available
8.4
146
|
Verified
8.5
11
8.3
140
|
Verified
8.5
10
8.4
138
|
Verified
8.3
13
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.8
8
Not enough data
8.7
9
Not enough data
8.8
10
Not enough data
8.7
5
Not enough data
9.7
5
Self-Service Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
9.0
5
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
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
Feature Not Available
Process
8.3
28
9.0(won by 0.7)
8
9.0(won by 0.2)
31
8.8
7
8.7(won by default)
29
Not enough data
Channels
9.1(won by 0.5)
32
8.6
7
8.9
33
9.0(won by 0.1)
8
8.7
34
9.0(won by 0.3)
7
9.7(won by 0.4)
36
9.3
10
9.1
33
9.2(won by 0.1)
11
Insight
9.3(won by 1.5)
30
7.8
6
9.0(won by 0.9)
36
8.1
7
8.9(won by default)
33
Not enough data
9.4(won by 0.1)
31
9.3
9
Generative AI
7.5
27
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Feature Not Available
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
65
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
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
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
7.0
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
8.1
23
Not enough data
Automation
8.5
24
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 RingCentral Contact Center are categorized as Social Customer Service, Contact Center, UCaaS Platforms, Auto Dialer, Live Chat, and Contact Center Workforce
Unique Categories
Genesys Cloud CX is categorized as Proactive Notification, AI Customer Support Agents, AI Voice Assistants, AI Agents For Business Operations, Chatbots, Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, Speech Analytics, Conversational Marketing, Outbound Call Tracking, VoIP Providers, and Call Center Infrastructure (CCI)
RingCentral Contact Center is categorized as Digital Customer Service Platforms, Help Desk, Customer Self-Service, Conversational Support, Complaint Management, and Customer Communications Management
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
RingCentral Contact Center
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
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Accounting
4.6%
Other
63.5%
Computer Software
7.5%
Telecommunications
6.9%
Consumer Services
6.9%
Financial Services
6.3%
Insurance
5.2%
Other
67.2%
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
RingCentral Contact Center has no more discussions with answers
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