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At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (50.6% of reviews)
Entry-Level Pricing
No pricing available
Contact Us 1 Seat Per Month
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 CXVCC Live
Star Rating
(162)4.6 out of 5
Market Segments
Mid-Market (50.6% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us 1 Seat Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX excels in its AI capabilities, particularly with its AI Text Generation and AI Text Summarization features, which received high ratings of 8.2 and 9.0 respectively. In contrast, VCC Live's AI features, while competent, received lower scores, indicating that Genesys may offer a more robust AI experience.
- Reviewers mention that VCC Live shines in its Quality of Support, scoring 9.1, compared to Genesys Cloud CX's 8.1. This suggests that users may find VCC Live more responsive and helpful when issues arise, making it a better choice for those prioritizing customer support.
- G2 users highlight the ease of use of VCC Live, with a score of 9.0 for Ease of Use, while Genesys Cloud CX scored slightly lower at 8.9. This indicates that VCC Live may provide a more intuitive user experience, which can be crucial for teams looking to minimize training time.
- Users on G2 report that Genesys Cloud CX offers superior customization options, particularly in its Customization Interface, which scored 8.7. In comparison, VCC Live's customization features are less flexible, which may limit users looking for tailored solutions.
- Reviewers say that VCC Live's Performance Evaluation tools are highly rated at 8.8, suggesting a strong focus on agent performance management. Genesys Cloud CX, while also effective, scored slightly lower at 8.7, indicating that VCC Live may provide more comprehensive tools for monitoring and improving agent performance.
- Users report that Genesys Cloud CX has a more advanced IVR system, scoring 9.1, which is crucial for businesses that rely heavily on automated call routing. VCC Live's IVR scored 9.1 as well, but users mention that Genesys offers more features and flexibility in this area, making it a preferred choice for complex call handling needs.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableVCC Live
Essentials
Contact Us
1 Seat Per Month
Run effective outbound campaigns and easily handle incoming calls.
- Campaign Management
- Outbound and Inbound Calls
- Reports and Statistics
Free Trial
Genesys Cloud CX
Free Trial is available
VCC Live
No trial information availableRatings
Meets Requirements
8.6
1,036
8.9
139
Ease of Use
8.9
1,069
8.9
141
Ease of Setup
8.4
633
8.9
128
Ease of Admin
8.4
585
8.6
116
Quality of Support
8.2
993
9.2
138
Has the product been a good partner in doing business?
8.5
579
9.4
113
Product Direction (% positive)
8.7
938
9.1
134
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
8.4
44
|
Verified
8.9
127
8.6
40
|
Verified
9.2
6
9.7
6
Agent Tools
8.6
123
9.0
39
|
Verified
8.6
136
9.1
48
|
Verified
9.2
160
9.4
49
|
Verified
Automation
8.6
120
8.4
37
|
Verified
9.2
145
8.7
42
|
Verified
8.7
107
8.7
33
|
Verified
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
Quality Assurance
8.7
157
Not enough data
8.6
148
Not enough data
7.7
159
Not enough data
Engagement
8.5
138
Not enough data
8.2
158
Not enough data
8.2
146
Not enough data
Performance
8.5
153
Not enough data
8.9
151
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
342
|
Verified
9.1
96
|
Verified
8.2
202
7.5
62
|
Verified
8.6
234
|
Verified
7.4
57
|
Verified
8.3
202
|
Verified
8.1
67
|
Verified
8.3
233
|
Verified
8.1
75
|
Verified
Generative AI
7.8
68
6.3
26
Functions
8.8
391
|
Verified
8.9
82
|
Verified
8.8
399
|
Verified
9.0
81
|
Verified
8.8
337
|
Verified
9.0
82
|
Verified
8.3
232
|
Verified
7.5
48
8.5
242
|
Verified
9.0
83
|
Verified
9.1
313
|
Verified
9.3
89
|
Verified
8.8
300
|
Verified
8.6
80
|
Verified
8.6
241
8.5
81
|
Verified
Agentic AI - Contact Center
6.7
10
7.9
11
7.8
10
8.3
11
7.1
11
8.3
11
6.7
10
8.3
10
Administrative
8.3
354
|
Verified
8.9
78
|
Verified
8.8
394
|
Verified
9.1
93
|
Verified
7.5
429
|
Verified
8.7
92
|
Verified
8.8
284
|
Verified
9.0
87
|
Verified
8.4
256
8.4
75
|
Verified
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Not enough data
Platform
8.8
35
Not enough data
9.2
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
9.1
23
|
Verified
8.6
161
8.8
22
|
Verified
8.5
152
7.9
18
|
Verified
8.2
150
7.8
19
|
Verified
8.0
118
8.3
14
Administration
8.1
144
8.3
22
|
Verified
8.5
163
8.8
22
|
Verified
8.4
170
8.0
23
|
Verified
7.9
143
7.2
19
|
Verified
8.5
152
8.9
19
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
8.1
31
7.8
131
7.1
25
8.8
165
8.8
37
9.2
167
9.0
35
8.8
162
8.9
37
9.2
160
9.2
39
9.1
162
9.0
38
Generative AI
7.6
60
7.3
15
Workforce Management
8.9
153
9.0
40
8.8
150
8.7
35
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
9.2
39
8.2
160
8.4
37
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
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
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
7.9
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
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 VCC Live are categorized as Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), and Contact Center
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Conversational Marketing, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, and Co-Browsing
VCC Live has no unique categories
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
VCC Live
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%
Financial Services
17.1%
Telecommunications
12.7%
Consumer Services
8.2%
Banking
7.6%
Outsourcing/Offshoring
4.4%
Other
50.0%
Alternatives
Discussions
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1 Comment
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1 Comment
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