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Compare Genesys Cloud CX and Sprinklr Service 
Featured Products
At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Enterprise (42.6% of reviews)
Entry-Level Pricing
No pricing available
$4,200.00 1 User Per Year
Genesys Cloud CX
Star Rating
(1,496)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 CXSprinklr Service
Star Rating
(716)4.3 out of 5
Market Segments
Enterprise (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
$4,200.00 1 User Per Year
Free Trial is available
Browse all 3 pricing plansSummary
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, such as voice, chat, email, and messaging, all within a single platform. This integration simplifies the workflow for agents, making it easier to manage customer interactions effectively.
- Users say that Sprinklr Service offers impressive customization options, allowing teams to tailor workflows to their specific needs. This flexibility is particularly beneficial for enterprises with complex requirements, as it enables them to solve problems more effectively and adapt to changing demands.
- According to verified reviews, Genesys Cloud CX stands out for its user-friendly interface and high ease of use ratings. Reviewers appreciate the intuitive design that helps agents navigate the system effortlessly, enhancing their overall productivity in a contact center environment.
- Reviewers mention that while Sprinklr Service provides strong scalability and integration capabilities, some users find it less intuitive compared to Genesys Cloud CX. This can lead to a steeper learning curve for new users, which may impact the speed of implementation and day-to-day usability.
- G2 reviewers highlight that Genesys Cloud CX has robust analytics features, with customizable dashboards that allow teams to track performance metrics effectively. Users find this functionality particularly useful for monitoring daily activities and making data-driven decisions.
- Users express that while both platforms have strong support ratings, Genesys Cloud CX is noted for its responsive customer service, which helps users resolve issues quickly. In contrast, some Sprinklr Service users have reported challenges in receiving timely support, which can affect their overall experience.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableSprinklr Service
Digital + Voice Package- Service 2
$4,200.00
1 User Per Year
Voice, live chat & messaging:
Provide seamless
experiences across 30+ digital channels and robust
support on Voice. Use AI and automation to increase selfservice, improve agent productivity and boost customer
satisfaction
- Live chat, SMS, Email
- Inbound/Outbound Voice
- Proactive Prompts
Free Trial
Genesys Cloud CX
Free Trial is available
Sprinklr Service
Free Trial is available
Ratings
Meets Requirements
8.6
1,040
8.5
588
Ease of Use
8.9
1,073
8.3
604
Ease of Setup
8.4
637
8.0
447
Ease of Admin
8.4
588
8.1
235
Quality of Support
8.2
997
8.1
565
Has the product been a good partner in doing business?
8.5
582
8.6
236
Product Direction (% positive)
8.7
942
8.7
594
Features by Category
Ticket and Case Management
Not enough data
8.6
69
|
Verified
Not enough data
8.4
70
|
Verified
Not enough data
8.6
73
|
Verified
Not enough data
7.9
69
|
Verified
Not enough data
8.0
64
|
Verified
Not enough data
8.3
69
|
Verified
Not enough data
8.3
67
|
Verified
Not enough data
8.2
70
|
Verified
Generative AI
Not enough data
7.4
45
Not enough data
7.0
46
Agentic AI - Help Desk
Not enough data
6.9
18
Not enough data
6.9
18
Not enough data
7.1
18
Communication Channels
Not enough data
8.1
63
|
Verified
Not enough data
8.1
64
|
Verified
Not enough data
7.8
68
|
Verified
Not enough data
8.9
67
|
Verified
Not enough data
7.0
59
Platform
Not enough data
7.6
71
|
Verified
8.4
174
|
Verified
7.8
140
|
Verified
Not enough data
8.6
78
|
Verified
Not enough data
8.2
75
|
Verified
Not enough data
8.9
82
|
Verified
Not enough data
8.9
83
|
Verified
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
Administration
Not enough data
8.6
50
Not enough data
8.4
47
Not enough data
8.4
47
Knowledge Management
Not enough data
8.4
48
Not enough data
8.3
47
Not enough data
8.7
52
Compliance
Not enough data
8.3
48
Not enough data
8.5
48
Not enough data
8.5
45
Not enough data
8.3
44
Customer Support
Not enough data
8.0
46
Not enough data
8.1
44
Not enough data
7.9
45
Data Security
Not enough data
8.4
45
Not enough data
8.4
45
Not enough data
8.6
48
Not enough data
8.6
46
Administration
Not enough data
8.5
45
Not enough data
8.6
44
Not enough data
8.6
45
Generative AI
Not enough data
7.3
41
Call Analytics
Not enough data
5.7
33
Not enough data
6.0
35
Not enough data
5.6
31
Not enough data
6.1
31
Agent Performance Management
Not enough data
6.3
34
Not enough data
5.8
31
Not enough data
6.2
35
Generative AI
Not enough data
6.3
30
Agentic AI - Conversation Intelligence
Not enough data
5.9
11
Not enough data
6.7
11
Not enough data
6.1
11
Not enough data
6.4
11
Not enough data
6.4
11
Not enough data
6.7
12
Not enough data
6.8
12
Quality Assurance
8.7
157
8.2
51
8.6
148
7.9
50
7.7
159
8.3
50
Engagement
8.5
138
8.1
51
8.2
158
8.0
50
8.2
147
7.7
48
Performance
8.5
153
7.9
49
8.9
151
8.3
46
Generative AI
7.1
33
6.9
42
7.5
33
7.2
41
Channels
9.1
345
|
Verified
6.9
142
8.2
203
8.4
145
8.6
236
|
Verified
7.9
137
8.3
203
|
Verified
7.5
140
8.3
235
|
Verified
7.6
135
Generative AI
7.8
68
6.6
113
Functions
8.8
392
|
Verified
7.5
139
8.8
400
|
Verified
7.6
132
8.8
337
|
Verified
7.3
134
8.3
232
|
Verified
7.3
132
8.5
242
|
Verified
6.8
131
9.1
313
|
Verified
7.1
135
8.8
300
|
Verified
7.6
128
8.6
242
8.0
128
Agentic AI - Contact Center
6.7
10
5.9
22
8.0
11
6.7
22
7.1
11
6.2
22
6.7
10
6.5
22
Administrative
8.3
354
|
Verified
7.8
130
8.8
395
|
Verified
7.8
130
7.5
431
|
Verified
8.4
143
8.8
285
|
Verified
7.8
131
8.5
257
7.9
142
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
8.5
57
8.8
57
8.5
57
9.1
59
8.5
57
8.5
60
8.6
55
8.3
55
8.3
53
Platform
8.9
56
8.5
54
8.9
60
8.4
56
9.0
56
8.5
56
8.5
59
8.7
56
8.1
53
8.1
51
8.9
61
8.4
56
8.7
57
8.2
53
Generative AI
8.6
29
7.9
38
8.6
29
7.8
37
Workforce Management
8.7
171
9.0
33
8.6
161
8.2
33
8.5
152
8.1
34
8.2
150
8.1
33
8.0
118
8.1
32
Administration
8.1
144
7.8
36
8.5
163
8.7
35
8.4
170
8.6
36
7.9
143
8.1
33
8.5
152
8.1
35
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
147
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
7.8
74
7.6
28
7.4
72
8.2
28
7.2
72
Communication
8.6
172
|
Verified
7.8
101
|
Verified
8.4
175
|
Verified
8.3
110
|
Verified
8.4
130
7.6
98
8.5
142
8.2
101
8.4
97
7.3
96
Internal Use
8.4
174
|
Verified
7.8
140
|
Verified
8.6
167
|
Verified
8.0
108
|
Verified
8.4
128
|
Verified
7.9
101
8.4
144
|
Verified
8.4
102
8.2
137
|
Verified
8.0
102
|
Verified
8.4
137
|
Verified
8.1
108
|
Verified
Generative AI
Not enough data
7.5
41
Self-Service Experience
Not enough data
8.0
53
Not enough data
7.6
54
Not enough data
7.3
53
Not enough data
8.1
51
Not enough data
7.6
52
Self-Service Platform
Not enough data
8.1
53
Not enough data
7.7
51
Not enough data
7.4
53
Not enough data
7.7
54
Agentic AI - Customer Self-Service
Not enough data
6.5
8
Not enough data
7.1
8
Not enough data
8.1
8
Not enough data
7.3
8
Not enough data
7.5
8
Not enough data
7.9
8
Not enough data
7.3
8
Generative AI
6.9(tied score)
13
6.9(tied score)
226
7.2(won by 0.4)
13
6.8
223
Process
8.3(tied score)
28
8.3(tied score)
311
9.0(won by 1.3)
31
7.7
308
8.7(won by 0.6)
29
8.1
308
Channels
9.1(won by 1.8)
32
7.3
283
8.9(won by 0.1)
33
8.8
326
8.7(won by 1.5)
34
7.2
275
9.7(won by 3.1)
36
6.6
263
9.1(won by 1.6)
33
7.5
272
Insight
9.3(won by 1.6)
30
7.7
292
9.0(won by 0.7)
35
8.3
314
8.9(won by 1.0)
33
7.9
286
9.4(won by 1.8)
31
7.6
282
Generative AI
7.5
27
7.5
12
Generative AI
Not enough data
7.1
103
Not enough data
7.0
103
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
Conversational AI - Conversational Commerce Platforms
Not enough data
5.6
31
Not enough data
6.2
31
Not enough data
6.0
31
Not enough data
5.3
30
Not enough data
5.8
30
Platform integration - Conversational Commerce Platforms
Not enough data
5.8
30
Not enough data
5.6
30
Not enough data
5.7
30
Not enough data
5.9
29
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
7.2
29
Not enough data
7.1
29
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
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 Sprinklr Service are categorized as Contact Center Quality Assurance, Speech Analytics, Social Customer Service, Live Chat, Contact Center Workforce, Contact Center, AI Customer Support Agents, and Chatbots
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, UCaaS Platforms, Auto Dialer, Conversational Marketing, Outbound Call Tracking, VoIP Providers, Call Center Infrastructure (CCI), Proactive Notification, AI Agents For Business Operations, Customer Service Automation, and Co-Browsing
Sprinklr Service is categorized as Conversational Commerce Platforms, Digital Customer Service Platforms, Conversation Intelligence, Contact Center Knowledge Base, Help Desk, 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.)
Sprinklr Service
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
5.8%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Consumer Services
11.2%
Marketing and Advertising
10.3%
Information Technology and Services
5.2%
Financial Services
5.2%
Telecommunications
3.9%
Other
64.2%
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
Does anyone have experience with Sprinklr sentiment analysis
1 Comment
AS
Yes available under the module social listening.Read more
Sprinklr Service has no more discussions with answers
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