Compare Genesys Cloud CX and Talkdesk 
At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Mid-Market (60.3% of reviews)
Entry-Level Pricing
No pricing available
Free 25 Licenses Free to Start
Genesys Cloud CX
Star Rating
(1,535)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 CXTalkdesk
Star Rating
(2,500)4.4 out of 5
Market Segments
Mid-Market (60.3% 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.
- 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.
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
1,064
8.9
2,030
Ease of Use
8.9
1,099
9.1
2,040
Ease of Setup
8.4
657
8.8
1,064
Ease of Admin
8.5
606
8.9
932
Quality of Support
8.2
1,020
8.8
1,807
Has the product been a good partner in doing business?
8.5
599
8.9
915
Product Direction (% positive)
8.7
967
8.7
1,935
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
144
9.2
319
8.9
128
9.2
293
9.2
6
8.3
9
Agent Tools
8.6
124
9.2
251
|
Verified
8.7
138
9.1
255
|
Verified
9.2
162
9.4
349
|
Verified
Automation
8.6
121
9.1
243
|
Verified
9.2
147
9.1
260
|
Verified
8.7
108
8.9
225
|
Verified
Agentic AI - Auto Dialer
9.2
6
7.9
8
8.6
6
8.3
8
AI Capabilities - Auto Dialer
Not enough data
8.1
8
Not enough data
7.9
8
8.7
5
8.3
8
Administration
Not enough data
9.1
165
Not enough data
9.1
158
Not enough data
9.0
161
Knowledge Management
Not enough data
9.2
160
Not enough data
9.1
156
Not enough data
9.1
161
Compliance
Not enough data
9.2
159
Not enough data
9.2
155
Not enough data
9.2
158
Not enough data
9.1
156
Customer Support
Not enough data
9.1
158
Not enough data
9.0
153
Not enough data
9.0
148
Data Security
Not enough data
9.2
146
Not enough data
9.2
147
Not enough data
9.3
155
Not enough data
9.2
143
Administration
Not enough data
9.1
165
Not enough data
9.2
177
Not enough data
9.2
184
Generative AI
Not enough data
8.7
48
Call Analytics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence - Conversation Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - Conversation Intelligence
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
Quality Assurance
8.8
159
9.1
370
8.6
149
9.0
341
7.8
160
8.9
378
Engagement
8.5
139
9.0
356
8.2
159
9.2
379
8.2
148
9.0
367
Performance
8.5
154
9.0
361
8.9
152
9.2
363
Generative AI
7.1
33
8.9
79
7.5
33
8.6
78
Channels
9.1
354
|
Verified
9.2
821
|
Verified
8.3
208
8.6
541
|
Verified
8.6
239
|
Verified
8.4
525
|
Verified
8.3
205
|
Verified
8.3
517
|
Verified
8.3
239
|
Verified
8.5
548
|
Verified
Generative AI
7.9
69
8.1
182
Functions
8.8
394
|
Verified
8.9
961
|
Verified
8.8
403
|
Verified
9.0
981
|
Verified
8.8
340
|
Verified
9.0
833
|
Verified
8.3
235
|
Verified
8.7
575
|
Verified
8.5
243
|
Verified
8.8
590
|
Verified
9.1
316
|
Verified
9.1
716
|
Verified
8.8
304
|
Verified
8.9
712
8.6
244
8.9
658
|
Verified
Agentic AI - Contact Center
6.7
10
8.0
27
8.0
11
8.5
27
7.4
12
8.2
27
6.7
10
8.1
27
Administrative
8.3
356
|
Verified
8.8
909
|
Verified
8.8
402
|
Verified
9.1
927
|
Verified
7.6
439
|
Verified
8.8
1015
|
Verified
8.8
287
|
Verified
9.1
714
|
Verified
8.5
261
8.8
575
|
Verified
ServiceNow Apps
Not enough data
9.4
43
Not enough data
9.4
42
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
9.3
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
Not enough data
Not enough data
9.0
5
Not enough data
Responses
8.6
59
Not enough data
8.8
58
Not enough data
9.1
60
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
58
Not enough data
8.8
63
Not enough data
9.0
56
Not enough data
8.6
61
Not enough data
Feature Not Available
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
9.3
256
|
Verified
8.6
163
9.1
237
|
Verified
8.5
153
8.8
206
|
Verified
8.2
151
8.8
216
|
Verified
8.0
119
8.8
212
|
Verified
Administration
8.1
145
9.0
236
|
Verified
8.5
164
9.2
253
|
Verified
8.4
172
9.2
256
|
Verified
8.0
145
8.7
206
|
Verified
8.5
153
9.0
213
|
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
Conversational Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Support Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
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
8.3
186
7.8
132
7.9
195
8.9
167
8.8
217
9.2
169
8.9
220
8.8
164
9.0
220
9.2
161
8.9
210
9.1
163
8.8
211
Generative AI
7.6
60
7.7
96
Workforce Management
8.9
154
9.0
217
8.8
151
8.9
209
Call Center Infrastructure (CCI)
6.9
8
8.3
20
7.3
8
8.3
20
5.8
8
8.8
20
5.6
8
8.8
20
Administrative
9.0
160
9.2
222
8.3
164
8.9
224
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channel
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
9.0
35
8.2
67
8.9
36
8.1
68
8.5
34
8.2
68
Automation
8.7
33
8.0
67
8.6
37
8.2
67
9.1
36
8.2
67
Artificial Intelligence
9.0
35
8.0
68
8.8
35
8.3
67
9.0
33
8.0
65
Generative AI
7.8
28
Not enough data
7.6
28
Not enough data
Feature Not Available
Not enough data
Communication
8.6
176
|
Verified
Not enough data
8.5
178
|
Verified
Not enough data
8.4
131
Not enough data
8.5
145
Not enough data
8.4
97
Not enough data
Internal Use
8.4
175
|
Verified
Not enough data
8.7
168
|
Verified
Not enough data
8.4
129
|
Verified
Not enough data
8.4
145
|
Verified
Not enough data
8.3
141
|
Verified
Not enough data
8.4
137
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
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
Self-Service Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Not enough data
Process
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Not enough data
Channels
8.9(won by default)
33
Not enough data
8.9(won by default)
34
Not enough data
8.8(won by default)
35
Not enough data
9.7(won by default)
37
Not enough data
9.1(won by default)
33
Not enough data
Insight
9.3(won by default)
30
Not enough data
9.0(won by default)
37
Not enough data
8.9(won by default)
33
Not enough data
9.4(won by default)
31
Not enough data
Generative AI
7.5
27
8.6
16
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.6
9
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
Not enough data
7.5
44
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Not enough data
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.3
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
Feature Not Available
Not enough data
Calling
9.4
61
Not enough data
8.6
54
Not enough data
8.8
60
Not enough data
8.8
60
Not enough data
8.8
11
Not enough data
Contacts
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Not enough data
Insights
8.5
55
Not enough data
Feature Not Available
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Not enough data
Features
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
7.6
32
7.0
22
7.9
33
7.1
20
7.9
32
7.2
20
8.3
34
7.6
21
8.3
32
Customer Interaction Automation - AI Customer Support Agents
6.9
18
7.2
32
7.6
19
8.2
32
8.2
20
8.0
32
8.3
25
8.4
37
Automation
8.6
26
7.9
36
8.3
20
8.2
33
7.5
19
7.9
32
Autonomy
6.6
22
7.8
32
6.7
21
8.2
32
7.1
21
7.8
33
7.2
20
7.9
32
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 Proactive Notification, AI Customer Support Agents, AI Voice Assistants, Contact Center, Customer Service Automation, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Contact Center Workforce, and Call Center Infrastructure (CCI)
Unique Categories
Genesys Cloud CX is categorized as Social Customer Service, AI Agents For Business Operations, Chatbots, Co-Browsing, Genesys AppFoundry Marketplace, UCaaS Platforms, Conversational Marketing, Outbound Call Tracking, Live Chat, and VoIP Providers
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
10.2%
Telecommunications
5.8%
Consumer Services
5.0%
Accounting
4.6%
Other
63.5%
Consumer Services
10.0%
Computer Software
8.3%
Information Technology and Services
6.4%
Telecommunications
5.8%
Education Management
5.3%
Other
64.2%
Alternatives
Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
MF
No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help.Read more
how do i reschedule emails or put them on hold?
5 Comments
GT
Best to comment on the Genesys Communities board for answers to these questions, and new features etc. Read more
What kind of software is zendesk?
2 Comments
AM
Its a sales CRM tool. It's a good option for small businesses.Read more
Do you plan to have a mobile app for this?
3 Comments
OT
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-Read more
How is Talkdesk transforming customer service operations with its innovative call center solutions?
2 Comments
GM
Talkdesk is revolutionizing customer service operations with its innovative call center solutions in several ways:
AI-Powered Tools: Enhances interactions...Read more
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