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Compare Genesys Cloud CX and VCC Live 
Featured Products
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
(1,491)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.
- G2 reviewers report that Genesys Cloud CX excels in providing a comprehensive platform that integrates multiple communication channels, including voice, chat, email, and messaging. Users appreciate how this integration simplifies workflows for agents, making it easier to manage customer interactions in one place.
- Users say that VCC Live offers a user-friendly setup process, allowing for quick adjustments and fine-tuning of the system. This ease of configuration is highlighted as a significant advantage for teams looking to efficiently manage their call center operations.
- Reviewers mention that Genesys Cloud CX has a higher overall satisfaction score, reflecting its robust features and user-friendly interface. Many users have praised the customizable dashboards and analytics capabilities, which help in monitoring performance and making data-driven decisions.
- According to verified reviews, VCC Live shines in its reporting capabilities, with users noting the fast project creation and effective management of call flows. This feature is particularly beneficial for teams that need to adapt quickly to changing operational needs.
- G2 reviewers highlight that while Genesys Cloud CX has a slightly lower star rating, its extensive user base and positive feedback on support quality indicate a strong commitment to customer satisfaction. Users have noted the helpfulness of the support team in resolving issues promptly.
- Users report that both platforms have their strengths, but Genesys Cloud CX's higher G2 Score and larger number of reviews suggest a more established presence in the market. This could be a deciding factor for buyers looking for a reliable and well-supported solution.
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
1,037
8.9
139
Ease of Use
8.9
1,070
8.9
141
Ease of Setup
8.4
634
8.9
128
Ease of Admin
8.4
586
8.6
116
Quality of Support
8.2
994
9.2
138
Has the product been a good partner in doing business?
8.5
580
9.4
113
Product Direction (% positive)
8.7
939
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
343
|
Verified
9.1
96
|
Verified
8.2
203
7.5
62
|
Verified
8.6
235
|
Verified
7.4
57
|
Verified
8.3
202
|
Verified
8.1
67
|
Verified
8.3
234
|
Verified
8.1
75
|
Verified
Generative AI
7.8
68
6.3
26
Functions
8.8
392
|
Verified
8.9
82
|
Verified
8.8
400
|
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
242
8.5
81
|
Verified
Agentic AI - Contact Center
6.7
10
7.9
11
8.0
11
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
395
|
Verified
9.1
93
|
Verified
7.5
430
|
Verified
8.7
92
|
Verified
8.8
285
|
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
9.4(won by default)
31
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
10.9%
Financial Services
10.3%
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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5 Comments
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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
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To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
What is the best way to improve?
1 Comment
DD
You are right, Benjamin. There are literally thousands of apps that can be inter-connected with VCC Live, thus helping call centers to get the best out of...Read more
What is the best way of getting total talk time % in vcc live app?
1 Comment
DD
Thank you Mario for your question - quite a interesting one! Maybe I don't have all the info (for example I only assume: 'c/p stats' stands for...Read more
Do you plan to improve the system repair time and the communication of information?
1 Comment
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Dear Pawel. I am not 100% sure, but it seems you are looking for information from VCC Live's Support team. There are several easy ways in which you can get...Read more
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