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At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (60.5% of reviews)
Entry-Level Pricing
No pricing available
Free 25 Licenses Free to Start
Genesys Cloud CX
Star Rating
(1,488)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXTalkdesk
Star Rating
(2,500)4.4 out of 5
Market Segments
Mid-Market (60.5% of reviews)
Pros & Cons
Entry-Level Pricing
Free 25 Licenses Free to Start
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX and Talkdesk both have a solid star rating of 4.4, indicating a generally positive reception from users. However, Talkdesk has a larger number of reviews (2386) compared to Genesys Cloud CX (1397), suggesting a broader user base and potentially more diverse feedback.
- Reviewers mention that Talkdesk shines in ease of use with a score of 9.1 compared to Genesys Cloud CX's 8.9. Users appreciate Talkdesk's intuitive interface, which simplifies navigation and reduces the learning curve for new agents.
- Users on G2 highlight Talkdesk's superior performance analysis capabilities, scoring 9.1 against Genesys Cloud CX's 8.5. Reviewers specifically mention the detailed analytics and reporting features that help in tracking agent performance and customer interactions effectively.
- G2 users report that Talkdesk excels in automation features, scoring 9.0 compared to Genesys Cloud CX's 8.0. Reviewers appreciate Talkdesk's ability to automate routine tasks, which enhances efficiency and allows agents to focus on more complex customer inquiries.
- Reviewers mention that while both platforms offer robust call routing capabilities, Genesys Cloud CX scores higher at 9.2 compared to Talkdesk's 8.9. Users highlight the advanced intelligent routing features in Genesys that ensure calls are directed to the most suitable agents based on skills and availability.
- Users say that Talkdesk's customer support is rated higher at 8.8 compared to Genesys Cloud CX's 8.2. Reviewers frequently mention the responsiveness and helpfulness of Talkdesk's support team, which is crucial for resolving issues quickly and maintaining operational efficiency.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableTalkdesk
Talkdesk Express™ | United States & Canada Small Business Exclusive
Free
25 Licenses Free to Start
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/
- 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.
Free Trial
Genesys Cloud CX
Free Trial is available
Talkdesk
No trial information availableRatings
Meets Requirements
8.6
1,036
8.9
2,032
Ease of Use
8.9
1,069
9.1
2,042
Ease of Setup
8.4
633
8.8
1,066
Ease of Admin
8.4
585
8.9
930
Quality of Support
8.2
993
8.8
1,810
Has the product been a good partner in doing business?
8.5
579
8.9
914
Product Direction (% positive)
8.7
938
8.7
1,940
Features by Category
Messenger
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Not enough data
Channels
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Not enough data
Customers
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
143
9.2
320
8.9
127
9.2
293
9.2
6
8.3
9
Agent Tools
8.6
123
9.2
251
|
Verified
8.6
136
9.1
255
|
Verified
9.2
160
9.4
349
|
Verified
Automation
8.6
120
9.1
244
|
Verified
9.2
145
9.1
260
|
Verified
8.7
107
8.9
226
|
Verified
Agentic AI - Auto Dialer
9.2
6
8.1
9
8.6
6
8.5
9
AI Capabilities - Auto Dialer
Not enough data
8.3
9
Not enough data
8.1
9
8.7
5
8.5
9
Administration
Not enough data
9.1
167
Not enough data
9.1
160
Not enough data
9.0
163
Knowledge Management
Not enough data
9.2
162
Not enough data
9.1
159
Not enough data
9.2
164
Compliance
Not enough data
9.2
161
Not enough data
9.2
157
Not enough data
9.2
160
Not enough data
9.1
158
Customer Support
Not enough data
9.1
161
Not enough data
9.1
155
Not enough data
9.0
151
Data Security
Not enough data
9.2
148
Not enough data
9.2
149
Not enough data
9.3
157
Not enough data
9.3
145
Administration
Not enough data
9.1
168
Not enough data
9.3
180
Not enough data
9.2
187
Generative AI
Not enough data
8.8
52
Quality Assurance
8.7
157
9.2
372
8.6
148
9.0
343
7.7
159
8.9
380
Engagement
8.5
138
9.1
358
8.2
158
9.2
381
8.2
146
9.0
369
Performance
8.5
153
9.0
363
8.9
151
9.2
365
Generative AI
7.1
33
8.9
81
7.5
33
8.7
80
Channels
9.1
342
|
Verified
9.2
821
|
Verified
8.2
202
8.6
542
|
Verified
8.6
234
|
Verified
8.4
527
|
Verified
8.3
202
|
Verified
8.3
518
|
Verified
8.3
233
|
Verified
8.5
548
|
Verified
Generative AI
7.8
68
8.2
185
Functions
8.8
391
|
Verified
8.9
963
|
Verified
8.8
399
|
Verified
9.0
984
|
Verified
8.8
337
|
Verified
9.0
835
|
Verified
8.3
232
|
Verified
8.7
577
|
Verified
8.5
242
|
Verified
8.8
592
|
Verified
9.1
313
|
Verified
9.1
716
|
Verified
8.8
300
|
Verified
8.9
714
8.6
241
8.9
660
|
Verified
Agentic AI - Contact Center
6.7
10
8.3
31
7.8
10
8.7
31
7.1
11
8.4
31
6.7
10
8.4
31
Administrative
8.3
354
|
Verified
8.8
913
|
Verified
8.8
394
|
Verified
9.1
929
|
Verified
7.5
429
|
Verified
8.8
1017
|
Verified
8.8
284
|
Verified
9.1
716
|
Verified
8.4
256
8.8
578
|
Verified
ServiceNow Apps
Not enough data
9.4
45
Not enough data
9.5
44
Agentic AI - ServiceNow Store Apps
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
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
56
Not enough data
8.9
59
Not enough data
9.0
56
Not enough data
8.5
59
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
171
9.3
260
|
Verified
8.6
161
9.1
241
|
Verified
8.5
152
8.8
210
|
Verified
8.2
150
8.9
220
|
Verified
8.0
118
8.8
216
|
Verified
Administration
8.1
144
9.0
239
|
Verified
8.5
163
9.2
257
|
Verified
8.4
170
9.2
260
|
Verified
7.9
143
8.7
210
|
Verified
8.5
152
9.0
217
|
Verified
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
146
8.3
189
7.8
131
7.9
198
8.8
165
8.8
221
9.2
167
9.0
223
8.8
162
9.0
222
9.2
160
8.9
212
9.1
162
8.8
214
Generative AI
7.6
60
7.8
100
Workforce Management
8.9
153
9.1
220
8.8
150
8.9
212
Call Center Infrastructure (CCI)
6.9
8
8.5
24
7.3
8
8.6
24
5.8
8
9.0
24
5.6
8
9.0
24
Administrative
9.0
159
9.2
224
8.2
160
8.9
228
Customer Support
9.0
35
8.4
74
8.9
36
8.3
75
8.5
34
8.3
75
Automation
8.7
33
8.2
73
8.6
37
8.4
74
9.0
35
8.3
74
Artificial Intelligence
9.0
35
8.2
75
8.8
35
8.4
74
9.0
33
8.1
70
Generative AI
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Not enough data
Communication
8.6
172
|
Verified
Not enough data
8.4
175
|
Verified
Not enough data
8.4
130
Not enough data
8.5
142
Not enough data
8.4
97
Not enough data
Internal Use
8.4
174
|
Verified
Not enough data
8.6
167
|
Verified
Not enough data
8.4
128
|
Verified
Not enough data
8.4
144
|
Verified
Not enough data
8.2
137
|
Verified
Not enough data
8.4
137
|
Verified
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
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
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)
35
Not enough data
8.9(won by default)
33
Not enough data
9.3(won by default)
30
Not enough data
Generative AI
7.5
27
8.6
16
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
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
7.9
39
6.7
20
8.2
39
7.1
20
8.3
40
7.0
19
8.5
41
7.6
19
8.6
38
Customer Interaction Automation - AI Customer Support Agents
6.9
18
7.7
39
7.6
19
8.5
39
8.1
19
8.2
39
7.7
19
8.6
42
Automation
8.2
20
8.2
40
8.2
19
8.5
39
7.5
19
8.2
38
Autonomy
6.6
22
8.1
37
6.7
21
8.5
38
7.1
21
8.1
38
7.2
20
8.2
38
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 Talkdesk are categorized as AI Voice Assistants, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, AI Customer Support Agents, and Customer Service Automation
Unique Categories
Genesys Cloud CX is categorized as Genesys AppFoundry Marketplace, UCaaS Platforms, Conversational Marketing, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, Proactive Notification, AI Agents For Business Operations, Chatbots, and Co-Browsing
Talkdesk is categorized as Contact Center Knowledge Base and ServiceNow Store Apps
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Talkdesk
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
10.4%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Consumer Services
10.0%
Computer Software
8.3%
Information Technology and Services
6.4%
Telecommunications
5.8%
Education Management
5.3%
Other
64.1%
Alternatives
Discussions
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