# Genesys Cloud CX vs Talkdesk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that both Genesys Cloud CX and Talkdesk offer strong customization options, but Genesys stands out for its ability to tailor specific call flows and routing needs. Users appreciate how this flexibility has been invaluable for their unique operational requirements.
- **Users say** that Talkdesk excels in providing a seamless onboarding experience, with a modern and user-friendly interface that minimizes friction. This has made it easier for teams to adapt quickly, enhancing overall productivity from the start.
- **According to verified reviews** , Genesys Cloud CX is praised for its cloud-based architecture, which eliminates the need for installation and allows for easy access. This feature is particularly beneficial for organizations looking for a hassle-free setup.
- **Reviewers mention** that Talkdesk's comprehensive capabilities in omnichannel engagement significantly improve customer interactions. Users highlight the software's ability to manage various communication channels effectively, ensuring consistent customer service.
- **G2 reviewers note** that while Genesys Cloud CX has made strides in AI-powered automation, Talkdesk is recognized for its robust technical capabilities that enhance customer service efficiency. Users appreciate how Talkdesk automates various aspects of the customer experience, leading to quicker resolutions.
- **Users highlight** that both platforms receive high marks for their overall quality, but Talkdesk edges out with slightly better scores in areas like ease of use and quality of support. This has led to a more favorable day-to-day experience for many users, as they find it easier to navigate and receive assistance when needed.



| | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,550 | 2,505 | 
| **Largest Market Segment** | Mid-Market (46.1% of reviews) | Mid-Market (60.3% of reviews) | 
| **Entry Level Price** | No pricing available | Free 25 Licenses Free to Start | 

---
## Top Pros & Cons

### Genesys Cloud CX

Pros:
- Ease of Use (135 reviews)
- Features (98 reviews)

Cons:
- Limited Features (55 reviews)
- Missing Features (53 reviews)

### Talkdesk

Pros:
- Ease of Use (310 reviews)
- Efficiency (175 reviews)

Cons:
- Call Issues (119 reviews)
- Technical Issues (78 reviews)

---
## Ratings Comparison
| Rating | Genesys Cloud CX | Talkdesk | 
|---|---|---|
  | **Meets Requirements** | 8.6 (1075 reviews) | 8.9 (2033 reviews) | 
  | **Ease of Use** | 8.9 (1111 reviews) | 9.1 (2043 reviews) | 
  | **Ease of Setup** | 8.4 (669 reviews) | 8.8 (1067 reviews) | 
  | **Ease of Admin** | 8.5 (617 reviews) | 8.9 (934 reviews) | 
  | **Quality of Support** | 8.2 (1031 reviews) | 8.8 (1810 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (610 reviews) | 8.9 (917 reviews) | 
  | **Product Direction (% positive)** | 8.7 (977 reviews) | 8.7 (1938 reviews) | 

---
## Pricing

### Genesys Cloud CX

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Talkdesk

#### Entry-Level Pricing

Plan: Talkdesk Express™ | United States & Canada Small Business Exclusive

Price: Free 25 Licenses Free to Start

Description: Built for small businesses under 50 employees to serve customers like big brands—without the cost or complexity. With Talkdesk Express™, you get AI-powered customer service tools in one easy-to-use platform—so you can launch quickly, serve your customers better, and grow confidently, just like the big brands.






https://www.talkdesk.com/express/

Key Features:
- Talkdesk Express includes features for omnichannel communication (voice, email, chat, SMS, social media), built-in AI tools like intelligent routing and virtual agents, a low-code Studio for creating customer flows, reporting tools and dashboards, integration with other business systems, and a self-service portal for setup and training, all designed to be easily accessible for small businesses. 

[Browse all 5 editions](https://www.g2.com/products/talkdesk/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.1/10 | 30 |
| **Talkdesk** | N/A | N/A |

#### Messenger

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Sequencing** | 8.8 (23 reviews) | Not enough data | 
| **AI** | 9.1 (26 reviews) | Not enough data | 
| **Live Chat** | 9.1 (25 reviews) | Not enough data | 
| **Customization Interface** | 8.5 (25 reviews) | Not enough data | 

#### Channels

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Social Media** | 9.0 (24 reviews) | Not enough data | 
| **Website** | 9.1 (23 reviews) | Not enough data | 
| **Text Message (SMS)** | 9.2 (22 reviews) | Not enough data | 
| **Voice Assistants** | 8.9 (21 reviews) | Not enough data | 
| **Other** | 9.2 (20 reviews) | Not enough data | 

#### Customers

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Targeting** | 8.9 (27 reviews) | Not enough data | 
| **Profiles** | 8.6 (24 reviews) | Not enough data | 
| **Analytics** | 9.1 (25 reviews) | Not enough data | 
| **Lead Gathering** | 8.7 (23 reviews) | Not enough data | 
| **Sales Conversion** | 9.2 (24 reviews) | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.8/10 | 197 |
| **Talkdesk** | 8.7/10 | 404 |

#### Dialing Options

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Preview Dialing** | 8.9 (145 reviews) | 9.2 (319 reviews) | 
| **Progressive Dialing** | 8.9 (129 reviews) | 9.2 (293 reviews) | 
| **Predictive Dialing** | 9.0 (7 reviews) | 8.3 (9 reviews) | 

#### Agent Tools

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Whisper Coaching ** | 8.6 (125 reviews) | 9.2 (251 reviews) ✓ Verified | 
| **Callback Scheduling ** | 8.7 (139 reviews) | 9.1 (255 reviews) ✓ Verified | 
| **Call Recording ** | 9.2 (163 reviews) | 9.4 (349 reviews) ✓ Verified | 

#### Automation

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Voice Activity Detection** | 8.6 (121 reviews) | 9.1 (243 reviews) ✓ Verified | 
| **Interactive Voice Response (IVR)** | 9.2 (148 reviews) | 9.1 (260 reviews) ✓ Verified | 
| **Call Scrubbing** | 8.7 (109 reviews) | 8.9 (225 reviews) ✓ Verified | 

#### Agentic AI - Auto Dialer

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | 9.2 (6 reviews) | 7.9 (8 reviews) | 
| **Cross-system Integration** | 8.6 (6 reviews) | 8.3 (8 reviews) | 

#### AI Capabilities - Auto Dialer

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | 8.1 (8 reviews) | 
| **Compliance Monitoring** | Not enough data | 7.9 (8 reviews) | 
| **Speech Analytics and Sentiment Analysis** | 8.7 (5 reviews) | 8.3 (8 reviews) | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Talkdesk** | 9.1/10 | 215 |

#### Administration

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Database Management ** | Not enough data | 9.1 (165 reviews) | 
| **Data Workflows** | Not enough data | 9.1 (158 reviews) | 
| **Issue Management** | Not enough data | 9.0 (161 reviews) | 

#### Knowledge Management

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Knowledge Base** | Not enough data | 9.2 (160 reviews) | 
| **Publishing Workflows** | Not enough data | 9.1 (156 reviews) | 
| **Analytics** | Not enough data | 9.1 (161 reviews) | 

#### Compliance

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Policies and Controls** | Not enough data | 9.2 (159 reviews) | 
| **Data Governance** | Not enough data | 9.2 (155 reviews) | 
| **Compliance** | Not enough data | 9.2 (158 reviews) | 
| **Auditing** | Not enough data | 9.1 (156 reviews) | 

#### Customer Support

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Intelligent Search** | Not enough data | 9.1 (158 reviews) | 
| **Suggestions** | Not enough data | 9.0 (153 reviews) | 
| **Decision Trees** | Not enough data | 9.0 (148 reviews) | 

#### Data Security

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 9.2 (146 reviews) | 
| **Data Transport** | Not enough data | 9.2 (147 reviews) | 
| **Access Management** | Not enough data | 9.3 (155 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 9.2 (143 reviews) | 

#### Administration

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Integrations** | Not enough data | 9.1 (165 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.2 (177 reviews) | 
| **Performance and Reliability** | Not enough data | 9.2 (184 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 8.7 (48 reviews) | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Talkdesk** | N/A | N/A |

#### Call Analytics

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Call Analysis** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Customer Scoring** | Not enough data | Not enough data | 
| **Speech-to-Text** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Conversation Intelligence

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.2/10 | 194 |
| **Talkdesk** | 9.0/10 | 438 |

#### Quality Assurance

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Evaluation** | 8.8 (160 reviews) | 9.1 (370 reviews) | 
| **Calibration** | 8.6 (150 reviews) | 9.0 (341 reviews) | 
| **Reports** | 7.8 (161 reviews) | 8.9 (378 reviews) | 

#### Engagement

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Feedback** | 8.5 (139 reviews) | 9.0 (356 reviews) | 
| **Dashboards** | 8.2 (160 reviews) | 9.2 (379 reviews) | 
| **Training** | 8.2 (148 reviews) | 9.0 (367 reviews) | 

#### Performance

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Integrations** | 8.5 (155 reviews) | 9.0 (361 reviews) | 
| **Compliance** | 9.0 (153 reviews) | 9.2 (363 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Generation** | 7.1 (33 reviews) | 8.9 (79 reviews) | 
| **AI Text Summarization** | 7.5 (33 reviews) | 8.6 (78 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 525 |
| **Talkdesk** | 8.7/10 | 1199 |

#### Channels

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Voice** | 9.1 (357 reviews) ✓ Verified | 9.2 (822 reviews) ✓ Verified | 
| **Social** | 8.3 (209 reviews) | 8.6 (541 reviews) ✓ Verified | 
| **Web Chat** | 8.6 (242 reviews) ✓ Verified | 8.4 (525 reviews) ✓ Verified | 
| **Mobile SMS** | 8.3 (207 reviews) ✓ Verified | 8.3 (517 reviews) ✓ Verified | 
| **Email** | 8.3 (242 reviews) ✓ Verified | 8.5 (548 reviews) ✓ Verified | 

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text-to-Speech** | 7.9 (69 reviews) | 8.1 (182 reviews) | 

#### Functions

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Session Routing** | 8.8 (394 reviews) ✓ Verified | 8.9 (961 reviews) ✓ Verified | 
| **Session Queuing** | 8.8 (403 reviews) ✓ Verified | 9.0 (982 reviews) ✓ Verified | 
| **Concurrent Calling** | 8.8 (342 reviews) ✓ Verified | 9.0 (833 reviews) ✓ Verified | 
| **Speech Analytics** | 8.3 (238 reviews) ✓ Verified | 8.7 (575 reviews) ✓ Verified | 
| **Auto Dialer** | 8.5 (245 reviews) ✓ Verified | 8.8 (590 reviews) ✓ Verified | 
| **IVR** | 9.1 (320 reviews) ✓ Verified | 9.1 (717 reviews) ✓ Verified | 
| **Inbound Screen Pop** | 8.8 (305 reviews) ✓ Verified | 8.9 (712 reviews) | 
| **Persistent Data** | 8.6 (244 reviews) | 8.9 (658 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | 6.7 (10 reviews) | 8.0 (27 reviews) | 
| **Cross-system Integration** | 8.0 (11 reviews) | 8.5 (27 reviews) | 
| **Natural Language Interaction** | 7.4 (12 reviews) | 8.2 (27 reviews) | 
| **Proactive Assistance** | 6.7 (10 reviews) | 8.1 (27 reviews) | 

#### Administrative

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Session Summary Notes** | 8.3 (356 reviews) ✓ Verified | 8.8 (909 reviews) ✓ Verified | 
| **Administrator Access** | 8.8 (402 reviews) ✓ Verified | 9.1 (927 reviews) ✓ Verified | 
| **Reporting & Dashboards** | 7.5 (441 reviews) ✓ Verified | 8.8 (1015 reviews) ✓ Verified | 
| **Session Recording** | 8.8 (289 reviews) ✓ Verified | 9.1 (714 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | 8.5 (262 reviews) | 8.8 (575 reviews) ✓ Verified | 

### ServiceNow Store Apps

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Talkdesk** | 9.6/10 | 73 |

#### ServiceNow Apps

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **ServiceNow Integration** | Not enough data | 9.4 (43 reviews) | 
| **Value** | Not enough data | 9.4 (42 reviews) | 

#### Agentic AI - ServiceNow Store Apps

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.1/10 | 47 |
| **Talkdesk** | N/A | N/A |

#### Responses

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Personalization** | 9.2 (36 reviews) | Not enough data | 
| **Route To Human** | 9.4 (36 reviews) | Not enough data | 
| **Natural Language Understanding (NLU)** | 8.6 (33 reviews) | Not enough data | 

#### Automation - AI Agents

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Sales Follow-Up** | 9.1 (9 reviews) | Not enough data | 
| **Customer Interaction Automation** | 9.2 (11 reviews) | Not enough data | 
| **Lead Generation** | 8.3 (8 reviews) | Not enough data | 
| **Document Processing** | 8.5 (8 reviews) | Not enough data | 
| **Feedback Collection** | 9.1 (11 reviews) | Not enough data | 

#### Platform

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Conversation Editor** | 8.8 (35 reviews) | Not enough data | 
| **Integration** | 9.3 (37 reviews) | Not enough data | 
| **Human-In-The-Loop** | 9.1 (33 reviews) | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Independent Decision Making** | 9.0 (10 reviews) | Not enough data | 
| **Adaptive Responses** | 9.2 (11 reviews) | Not enough data | 
| **Task Execution** | 8.9 (9 reviews) | Not enough data | 
| **Problem Solving** | 9.0 (10 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Generation** | 9.7 (5 reviews) | Not enough data | 
| **AI Text Summarization** | 9.2 (6 reviews) | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 75 |
| **Talkdesk** | N/A | N/A |

#### Responses

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Customization** | 8.7 (60 reviews) | Not enough data | 
| **Control** | 8.8 (58 reviews) | Not enough data | 
| **Route To Human** | 9.1 (60 reviews) | Not enough data | 
| **Menu bars** | 8.5 (61 reviews) | Not enough data | 
| **Drip sequences** | 8.3 (55 reviews) | Not enough data | 

#### Platform

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Live chat** | 9.0 (59 reviews) | Not enough data | 
| **Integrations** | 8.8 (64 reviews) | Not enough data | 
| **Branding** | 9.0 (56 reviews) | Not enough data | 
| **Analytics** | 8.6 (62 reviews) | Not enough data | 
| **A/B testing** | Feature Not Available | Not enough data | 
| **Role-based access** | 8.9 (62 reviews) | Not enough data | 
| **Collection of information** | 8.7 (57 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Generation** | 8.6 (29 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (29 reviews) | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.4/10 | 202 |
| **Talkdesk** | 9.0/10 | 293 |

#### Workforce Management

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Agent Availability** | 8.7 (173 reviews) | 9.3 (256 reviews) ✓ Verified | 
| **Skills Management** | 8.6 (163 reviews) | 9.1 (237 reviews) ✓ Verified | 
| **Shift Scheduling** | 8.5 (154 reviews) | 8.8 (206 reviews) ✓ Verified | 
| **Agent Self-Service** | 8.2 (151 reviews) | 8.8 (216 reviews) ✓ Verified | 
| **Mobile Access** | 8.0 (119 reviews) | 8.8 (212 reviews) ✓ Verified | 

#### Administration

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Automation** | 8.1 (145 reviews) | 9.0 (236 reviews) ✓ Verified | 
| **Performance Analysis** | 8.5 (164 reviews) | 9.2 (253 reviews) ✓ Verified | 
| **Dashboards** | 8.4 (172 reviews) | 9.2 (256 reviews) ✓ Verified | 
| **Forecasting** | 8.0 (145 reviews) | 8.7 (206 reviews) ✓ Verified | 
| **Intraday Management** | 8.5 (153 reviews) | 9.0 (213 reviews) ✓ Verified | 

### Co-Browsing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.2/10 | 27 |
| **Talkdesk** | N/A | N/A |

#### Administration

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Access Control** | 9.2 (25 reviews) | Not enough data | 
| **Web Page Navigation** | 8.9 (24 reviews) | Not enough data | 
| **Real Time Assistance** | 9.2 (23 reviews) | Not enough data | 

#### Security

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Data Security** | 9.3 (24 reviews) | Not enough data | 
| **Data Masking** | 9.4 (23 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Talkdesk** | N/A | N/A |

#### Conversational Platform

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Omnichannel** | Not enough data | Not enough data | 
| **Contextual Engagement** | Not enough data | Not enough data | 
| **Proactive Engagement** | Not enough data | Not enough data | 

#### Support Automation

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Intelligent Routing** | Not enough data | Not enough data | 
| **Seamless Escalation** | Not enough data | Not enough data | 
| **Transcripts** | Not enough data | Not enough data | 
| **Self-Serve Support** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.0/10 | 49 |
| **Talkdesk** | N/A | N/A |

#### Messaging Channels

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **SMS Messaging** | 9.0 (31 reviews) | Not enough data | 
| **Email** | 9.2 (32 reviews) | Not enough data | 
| **Voice Messaging** | 9.2 (34 reviews) | Not enough data | 
| **Two way messaging** | 9.0 (33 reviews) | Not enough data | 

#### Administration

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Scheduling** | 9.0 (35 reviews) | Not enough data | 
| **Triggered Notifications** | 8.9 (33 reviews) | Not enough data | 
| **Segmentation** | 8.7 (33 reviews) | Not enough data | 
| **Integrations** | 9.0 (37 reviews) | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.1/10 | 191 |
| **Talkdesk** | 8.7/10 | 243 |

#### Platform

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Omnichannel** | 8.7 (153 reviews) | 8.3 (186 reviews) | 
| **Mobile Access** | 7.8 (132 reviews) | 7.9 (195 reviews) | 
| **Queue Management** | 8.9 (168 reviews) | 8.8 (217 reviews) | 
| **Call Routing** | 9.2 (171 reviews) | 8.9 (220 reviews) | 
| **Call Back** | 8.8 (165 reviews) | 9.0 (220 reviews) | 
| **IVR** | 9.2 (164 reviews) | 8.9 (210 reviews) | 
| **Automatic Call Distribution** | 9.1 (165 reviews) | 8.8 (211 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text-to-Speech** | 7.7 (61 reviews) | 7.7 (96 reviews) | 

#### Workforce Management

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Call Monitoring** | 8.9 (155 reviews) | 9.0 (217 reviews) | 
| **Performance Evaluation** | 8.8 (152 reviews) | 8.9 (209 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (8 reviews) | 8.3 (20 reviews) | 
| **Cross-system Integration** | 7.3 (8 reviews) | 8.3 (20 reviews) | 
| **Natural Language Interaction** | 5.8 (8 reviews) | 8.8 (20 reviews) | 
| **Proactive Assistance** | 5.6 (8 reviews) | 8.8 (20 reviews) | 

#### Administrative

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Call Recording** | 9.1 (163 reviews) | 9.2 (222 reviews) | 
| **Reporting & Dashboards** | 8.3 (166 reviews) | 8.9 (224 reviews) | 

### Multilingual Customer Support

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Talkdesk** | N/A | N/A |

#### Platform

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Multilingualism** | Not enough data | Not enough data | 
| **Quality** | Not enough data | Not enough data | 
| **Real-Time** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Self-Improving** | Not enough data | Not enough data | 
| **Volume** | Not enough data | Not enough data | 

#### Channel

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **Omnichannel** | Not enough data | Not enough data | 
| **Privacy** | Not enough data | Not enough data | 
| **Anonymity** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.9/10 | 46 |
| **Talkdesk** | 8.2/10 | 75 |

#### Customer Support

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Text** | 9.0 (35 reviews) | 8.3 (68 reviews) | 
| **Speech** | 9.0 (37 reviews) | 8.2 (69 reviews) | 
| **Knowledge Base** | 8.5 (34 reviews) | 8.2 (69 reviews) | 

#### Automation

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Ticket Resolution** | 8.7 (33 reviews) | 8.1 (68 reviews) | 
| **Customization** | 8.6 (37 reviews) | 8.3 (68 reviews) | 
| **Intelligent Routing** | 9.1 (36 reviews) | 8.2 (68 reviews) | 

#### Artificial Intelligence

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Learning** | 9.0 (35 reviews) | 8.0 (68 reviews) | 
| **Language** | 8.8 (35 reviews) | 8.3 (67 reviews) | 
| **Conversational AI** | 9.0 (33 reviews) | 8.0 (66 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 248 |
| **Talkdesk** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Generation** | 7.8 (28 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (28 reviews) | Not enough data | 
| **AI Text-to-Speech** | Feature Not Available | Not enough data | 

#### Communication

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Pop-up Chat** | 8.6 (176 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.5 (178 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (131 reviews) | Not enough data | 
| **In-App Messaging** | 8.5 (145 reviews) | Not enough data | 
| **Co-Browsing** | 8.4 (97 reviews) | Not enough data | 

####  Internal Use

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Customization ** | 8.4 (175 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.7 (168 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.4 (129 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (145 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.3 (141 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.4 (138 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Talkdesk** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 47 |
| **Talkdesk** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Generation** | 6.9 (13 reviews) | Not enough data | 
| **AI Text Summarization** | 7.2 (13 reviews) | Not enough data | 

#### Process

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Mentions** | 8.3 (28 reviews) | Not enough data | 
| **Tickets** | 9.0 (31 reviews) | Not enough data | 
| **Macros** | 8.7 (29 reviews) | Not enough data | 

#### Channels

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Email** | 8.9 (33 reviews) | Not enough data | 
| **Social** | 8.9 (34 reviews) | Not enough data | 
| **Live Chat** | 8.8 (35 reviews) | Not enough data | 
| **Phone** | 9.7 (37 reviews) | Not enough data | 
| **Text** | 9.1 (33 reviews) | Not enough data | 

#### Insight

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Surveys** | 9.3 (30 reviews) | Not enough data | 
| **Reporting** | 9.0 (37 reviews) | Not enough data | 
| **Visitor Activity** | 8.9 (33 reviews) | Not enough data | 
| **Help Desk** | 9.4 (31 reviews) | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 7.5/10 | 28 |
| **Talkdesk** | 8.6/10 | 18 |

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Summarization** | 7.5 (27 reviews) | 8.6 (16 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Talkdesk** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 70 |
| **Talkdesk** | N/A | N/A |

#### Platform Basics - VoIP Providers

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **PBX systems, VoIP Softphone** | 8.5 (8 reviews) | Not enough data | 
| **Call Management** | 8.5 (9 reviews) | Not enough data | 
| **Network monitoring** | 6.7 (8 reviews) | Not enough data | 
| **Integrations** | 7.6 (9 reviews) | Not enough data | 
| **Virtual PBX** | 8.1 (7 reviews) | Not enough data | 
| **SIP trunking services** | 7.9 (7 reviews) | Not enough data | 

#### Basic Communication

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Phone Calls** | 9.6 (65 reviews) | Not enough data | 
| **Video Calls** | 7.5 (44 reviews) | Not enough data | 
| **Instant Messaging** | 8.4 (52 reviews) | Not enough data | 
| **Screen Sharing** | 8.3 (46 reviews) | Not enough data | 
| **Conference Calls** | 8.8 (53 reviews) | Not enough data | 
| **Desk-to-Desk Calls** | 8.7 (54 reviews) | Not enough data | 

#### Agentic AI - VoIP Providers

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Access

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Software Pairing** | 8.1 (54 reviews) | Not enough data | 
| **Browser Extension** | 7.9 (47 reviews) | Not enough data | 
| **Individual Download** | 7.8 (48 reviews) | Not enough data | 

#### Advanced Features

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Hold Music** | 8.9 (60 reviews) | Not enough data | 
| **Automated Attendants** | 8.6 (53 reviews) | Not enough data | 
| **VOiP Number** | 9.1 (61 reviews) | Not enough data | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 11 |
| **Talkdesk** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Voice Recognition** | 8.5 (8 reviews) | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Speech Synthesis** | 9.0 (8 reviews) | Not enough data | 
| **Customizable speech** | 8.5 (8 reviews) | Not enough data | 
| **Multiple voice actions** | 8.8 (8 reviews) | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Encrypted communication** | 8.8 (8 reviews) | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Cross platform compatibility** | 8.8 (8 reviews) | Not enough data | 

### Genesys AppFoundry Marketplace

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 5 |
| **Talkdesk** | N/A | N/A |

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | 8.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Outbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.4/10 | 69 |
| **Talkdesk** | N/A | N/A |

#### Agentic AI - Outbound Call Tracking

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | 6.2 (10 reviews) | Not enough data | 
| **Natural Language Interaction** | Feature Not Available | Not enough data | 

#### Calling

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Record Calls** | 9.4 (62 reviews) | Not enough data | 
| **Generate Location** | 8.6 (54 reviews) | Not enough data | 
| **Call Types** | 8.8 (60 reviews) | Not enough data | 
| **Click-to-Call** | 8.8 (60 reviews) | Not enough data | 
| **Auto Dialer** | 8.9 (12 reviews) | Not enough data | 

#### Contacts

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Personalization** | 8.6 (57 reviews) | Not enough data | 
| **Information Locater** | 8.6 (57 reviews) | Not enough data | 
| **Record Prospect Data** | 8.4 (54 reviews) | Not enough data | 

#### Insights

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Notes** | 8.5 (55 reviews) | Not enough data | 
| **Daily Summary** | Feature Not Available | Not enough data | 
| **Automated Voicemails** | 8.5 (57 reviews) | Not enough data | 
| **Automated Emails** | 8.1 (52 reviews) | Not enough data | 
| **Sorts Prospects** | 8.1 (51 reviews) | Not enough data | 
| **Automated Note Taking** | 8.1 (9 reviews) | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 67 |
| **Talkdesk** | N/A | N/A |

#### Agentic AI - UCaaS Platforms

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Extensions

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Tenancy Flexibility** | 8.9 (43 reviews) | Not enough data | 
| **Native VoIP** | 9.3 (47 reviews) ✓ Verified | Not enough data | 
| **CCaaS Option** | 9.1 (52 reviews) ✓ Verified | Not enough data | 

#### Features

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Voicemail to Email** | 8.6 (39 reviews) | Not enough data | 
| **Voicemail to SMS** | 8.1 (33 reviews) | Not enough data | 
| **File Sharing** | 8.2 (35 reviews) ✓ Verified | Not enough data | 
| **Voice Conferencing** | 9.2 (36 reviews) ✓ Verified | Not enough data | 
| **Video Conferencing** | 8.9 (33 reviews) ✓ Verified | Not enough data | 
| **Conference Transcripts** | Feature Not Available | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 7.4/10 | 50 |
| **Talkdesk** | 8.0/10 | 53 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Automated Ticket Resolution** | 7.2 (20 reviews) | 7.6 (33 reviews) | 
| **Contextual Response Generation** | 7.0 (22 reviews) | 7.8 (34 reviews) | 
| **Sentiment Analysis** | 7.1 (20 reviews) | 7.9 (33 reviews) | 
| **Knowledge Base Utilization** | 7.2 (20 reviews) | 8.3 (34 reviews) | 
| **Multilingual Support** | 7.4 (22 reviews) | 8.3 (32 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Proactive Customer Outreach** | 6.9 (19 reviews) | 7.2 (32 reviews) | 
| **Feedback Collection** | 7.6 (19 reviews) | 8.2 (32 reviews) | 
| **Escalation Handling** | 8.2 (20 reviews) | 7.9 (33 reviews) | 
| **Workflow Optimization** | 8.4 (29 reviews) | 8.2 (39 reviews) | 

#### Automation

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Customer Interaction Automation** | 8.6 (26 reviews) | 7.9 (37 reviews) | 
| **Feedback Collection** | 8.3 (20 reviews) | 8.2 (34 reviews) | 
| **Document Processing** | 7.5 (19 reviews) | 7.9 (32 reviews) | 

#### Autonomy

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Independent Decision Making** | 6.6 (22 reviews) | 7.8 (32 reviews) | 
| **Adaptive Responses** | 6.7 (21 reviews) | 8.2 (32 reviews) | 
| **Task Execution** | 7.1 (21 reviews) | 7.9 (34 reviews) | 
| **Problem Solving** | 7.2 (20 reviews) | 7.9 (33 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Talkdesk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (12):** [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [Contact Center Software](https://www.g2.com/categories/contact-center), [Chatbots Software](https://www.g2.com/categories/chatbots), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Live Chat Software](https://www.g2.com/categories/live-chat), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci)

**Unique to Genesys Cloud CX (8):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Co-Browsing Software](https://www.g2.com/categories/co-browsing), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [VoIP Providers](https://www.g2.com/categories/voip-providers)

**Unique to Talkdesk (7):** [Multilingual Customer Support Software](https://www.g2.com/categories/multilingual-customer-support), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [ServiceNow Marketplace Apps](https://www.g2.com/categories/servicenow-store-apps), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Genesys Cloud CX | Talkdesk | 
|---|---|---|
| **Small-Business** | 13.8% | 19.3% | 
| **Mid-Market** | 46.1% | 60.3% | 
| **Enterprise** | 40.1% | 20.4% | 

### By Industry

#### Genesys Cloud CX

- **Information Technology and Services:** 10.9%
- **Financial Services:** 10.2%
- **Telecommunications:** 5.8%
- **Consumer Services:** 5.1%
- **Insurance:** 4.7%
- **Accounting:** 4.6%
- **Banking:** 4.4%
- **Computer Software:** 4.2%
- **Hospital & Health Care:** 3.7%
- **Retail:** 3.6%
- **Other:** 42.7%

#### Talkdesk

- **Consumer Services:** 10.0%
- **Computer Software:** 8.3%
- **Information Technology and Services:** 6.4%
- **Telecommunications:** 5.8%
- **Education Management:** 5.3%
- **Financial Services:** 5.1%
- **E-Learning:** 3.9%
- **Retail:** 3.3%
- **Marketing and Advertising:** 2.7%
- **Food & Beverages:** 2.7%
- **Other:** 46.4%

---
## Alternatives

### Alternatives to Genesys Cloud CX

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (739 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1841 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1594 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3858 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7341 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1371 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)

### Alternatives to Talkdesk

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2386 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (255 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1841 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1594 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7341 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1371 reviews)
- [Kixie PowerCall & SMS](https://www.g2.com/products/kixie-powercall-sms/reviews) — 4.8/5 stars (865 reviews)

---
## Top Discussions

### Genesys Cloud CX

- Title: [Anyone integrated PureCloud with custom CRM?](https://www.g2.com/discussions/anyone-integrated-purecloud-with-custom-crm) — 5 comments, 1 upvote
  > **Top comment:** "No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help."
- Title: [how do i reschedule emails or put them on hold?](https://www.g2.com/discussions/16240-how-do-i-reschedule-emails-or-put-them-on-hold) — 5 comments, 1 upvote
  > **Top comment:** "Best to comment on the Genesys Communities board for answers to these questions, and new features etc. "
- Title: [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) — 2 comments
  > **Top comment:** "Its a sales CRM tool. It's a good option for small businesses."
- Title: [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) — 2 comments
  > **Top comment:** "I collaborated by giving my opinion and observations."
- Title: [What does Zendesk software do?](https://www.g2.com/discussions/what-does-zendesk-software-do) — 2 comments
  > **Top comment:** "It is a ticketing Tool"

### Talkdesk

- Title: [How is Talkdesk transforming customer service operations with its innovative call center solutions?](https://www.g2.com/discussions/how-is-talkdesk-transforming-customer-service-operations-with-its-innovative-call-center-solutions) — 3 comments
  > **Top comment:** "Talkdesk is revolutionizing customer service operations with its innovative call center solutions in several ways:

AI-Powered Tools: Enhances interactions..."
- Title: [Do you plan to have a mobile app for this?](https://www.g2.com/discussions/do-you-plan-to-have-a-mobile-app-for-this) — 3 comments, 1 upvote
  > **Top comment:** "The Talkdesk mobile app is available for iOS and Android https://support.talkdesk.com/hc/en-us/articles/200588149-Do-you-have-a-mobile-app-"
- Title: [What is Talkdesk used for?](https://www.g2.com/discussions/what-is-talkdesk-used-for) — 2 comments
  > **Top comment:** "it helps businesses improve customer experiences."
- Title: [Did any other users of the platform have company wide issues once workspace (atlas) rolled out?](https://www.g2.com/discussions/did-any-other-users-of-the-platform-have-company-wide-issues-once-workspace-atlas-rolled-out) — 2 comments, 1 upvote
  > **Top comment:** "None "
- Title: [When a call drops, what is the easiest and most effective way to find that caller and reach them?](https://www.g2.com/discussions/when-a-call-drops-what-is-the-easiest-and-most-effective-way-to-find-that-caller-and-reach-them) — 2 comments, 1 upvote
  > **Top comment:** "We can find the dropped call's details through their email or phone number."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/genesys-cloud-cx-vs-talkdesk)