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Compare Genesys Cloud CX and Verint Workforce Management 
Featured Products
At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Enterprise (55.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,489)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 CXVerint Workforce Management
Star Rating
(176)4.2 out of 5
Market Segments
Enterprise (55.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Verint Workforce ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in providing a unified platform for communication, integrating voice, chat, email, and messaging into a single interface. This seamless integration simplifies workflows for agents, making it easier to manage customer interactions without the hassle of switching between different tools.
- Users say that Verint Workforce Management is particularly strong in forecasting and scheduling capabilities. Reviewers appreciate the real-time monitoring of adherence, which enhances workforce planning accuracy and helps ensure that agents are effectively scheduled to meet demand.
- According to verified reviews, Genesys Cloud CX stands out for its user-friendly setup process, with many users highlighting the intuitive onboarding experience. This ease of setup contributes to a smoother transition for teams adopting the platform, allowing them to get up and running quickly.
- Reviewers mention that while Verint Workforce Management offers solid features for configuration and scheduling, some users have encountered challenges with its overall usability compared to Genesys Cloud CX. This can lead to a steeper learning curve for new users trying to navigate the system.
- G2 reviewers highlight that Genesys Cloud CX provides robust analytics and customizable dashboards, which are highly valued in a contact center environment. Users find these features essential for tracking performance and making data-driven decisions to improve service delivery.
- Users note that both platforms receive positive feedback for their support quality, but Genesys Cloud CX edges out slightly with a higher satisfaction rating. This suggests that users may find more responsive and effective support when issues arise, enhancing their overall experience with the product.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableVerint Workforce Management
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Verint Workforce Management
No trial information availableRatings
Meets Requirements
8.6
1,037
8.4
94
Ease of Use
8.9
1,070
8.4
138
Ease of Setup
8.4
634
7.8
89
Ease of Admin
8.4
586
7.9
36
Quality of Support
8.2
994
8.0
90
Has the product been a good partner in doing business?
8.5
580
8.5
36
Product Direction (% positive)
8.7
939
8.0
95
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
Not enough data
8.9
127
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Not enough data
Automation
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
Not enough data
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
Not enough data
8.2
203
Not enough data
8.6
235
|
Verified
Not enough data
8.3
202
|
Verified
Not enough data
8.3
234
|
Verified
Not enough data
Generative AI
7.8
68
Not enough data
Functions
8.8
392
|
Verified
Not enough data
8.8
400
|
Verified
Not enough data
8.8
337
|
Verified
Not enough data
8.3
232
|
Verified
Not enough data
8.5
242
|
Verified
Not enough data
9.1
313
|
Verified
Not enough data
8.8
300
|
Verified
Not enough data
8.6
242
Not enough data
Agentic AI - Contact Center
6.7
10
Not enough data
8.0
11
Not enough data
7.1
11
Not enough data
6.7
10
Not enough data
Administrative
8.3
354
|
Verified
Not enough data
8.8
395
|
Verified
Not enough data
7.5
430
|
Verified
Not enough data
8.8
285
|
Verified
Not enough data
8.4
256
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
8.3
38
|
Verified
8.6
161
8.2
36
|
Verified
8.5
152
8.4
38
|
Verified
8.2
150
8.0
35
|
Verified
8.0
118
7.5
29
|
Verified
Administration
8.1
144
7.7
34
|
Verified
8.5
163
7.8
36
|
Verified
8.4
170
7.8
36
|
Verified
7.9
143
7.9
37
|
Verified
8.5
152
8.4
37
|
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
Not enough data
7.8
131
Not enough data
8.8
165
Not enough data
9.2
167
Not enough data
8.8
162
Not enough data
9.2
160
Not enough data
9.1
162
Not enough data
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
153
Not enough data
8.8
150
Not enough data
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
Not enough data
8.2
160
Not enough data
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
Platform
Not enough data
Feature Not Available
Not enough data
7.4
37
Not enough data
7.6
35
Not enough data
8.4
45
Not enough data
8.4
45
Not enough data
7.7
36
Not enough data
7.8
42
Not enough data
8.1
40
Workforce Management Platform Features
Not enough data
8.2
60
Not enough data
8.5
66
Not enough data
8.7
67
Not enough data
8.0
67
Not enough data
7.9
61
Not enough data
Feature Not Available
Not enough data
8.3
62
Not enough data
7.8
59
Not enough data
7.3
47
Not enough data
Feature Not Available
Categories
Categories
Shared Categories
Genesys Cloud CX and Verint Workforce Management are categorized as Contact Center Workforce
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, Call Center Infrastructure (CCI), Contact Center, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, and Co-Browsing
Verint Workforce Management is categorized as Workforce Management
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Verint Workforce Management
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
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Insurance
13.5%
Financial Services
11.1%
Information Technology and Services
8.8%
Hospital & Health Care
7.6%
Telecommunications
6.4%
Other
52.6%
Alternatives
Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
AC
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
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
Any chance Verint can have this feature where it notifies you about your schedule and long calls?
1 Comment
AT
Hi Lem – thank you for taking the time to submit this question about notifications. Sorry for the delayed response. I hope that the answer could still be...Read more
What is Verint Workforce Management used for?
1 Comment
KS
Workforce planning and scheduling of resources including forecasting and resourcing scheduling rulesRead more
What are the benefits and drawbacks of using Verint Workforce Management for employee scheduling?
1 Comment
AT
Verint Workforce Management (WFM) is an AI-powered workforce management software that is designed to ensure that the right people are scheduled at the right...Read more
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