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Genesys Cloud CX
Genesys Cloud CX
(1,492)
4.4 out of 5
Genesys Cloud CX
By Genesys
Get a quote
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yellow.ai
yellow.ai
(106)
4.4 out of 5
yellow.ai
By yellow.ai
At a Glance
Genesys Cloud CX
Genesys Cloud CX
Star Rating
(1,492)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CX
yellow.ai
yellow.ai
Star Rating
(106)4.4 out of 5
Market Segments
Small-Business (38.6% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about yellow.ai
AI Generated Summary
AI-generated. Powered by real user reviews.
  • G2 reviewers report that Genesys Cloud CX excels in providing a unified platform for customer interactions, integrating voice, chat, email, and messaging into a single interface. This seamless integration simplifies workflows for agents, making it easier to manage customer conversations effectively.
  • Users say that yellow.ai stands out for its user-friendly, no-code interface, which allows for effortless chatbot development. Reviewers appreciate how easy it is to implement new features with just a click, making it a preferred choice for those focused on quick deployment and flexibility.
  • According to verified reviews, Genesys Cloud CX receives high marks for its analytics capabilities, with customizable dashboards that help teams monitor performance in real-time. Users find this feature particularly beneficial in a contact center environment, enhancing their ability to track and respond to customer needs.
  • Reviewers mention that while yellow.ai offers strong customer support, with 24/7 availability to assist with queries, Genesys Cloud CX also provides solid support but may not match the immediacy that yellow.ai users experience. This difference can impact user satisfaction depending on the urgency of support needs.
  • G2 reviewers highlight that Genesys Cloud CX has a more extensive user base, particularly in the mid-market segment, which contributes to its higher overall satisfaction scores. This larger community can lead to more robust feedback and feature enhancements based on diverse user experiences.
  • Users report that while both platforms have similar star ratings, Genesys Cloud CX's higher G2 Score reflects its overall performance and user satisfaction, particularly in areas like ease of use and setup, where it consistently outperforms yellow.ai, making it a more reliable choice for businesses looking for a comprehensive solution.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing available
yellow.ai
No pricing available
Free Trial
Genesys Cloud CX
Free Trial is available
yellow.ai
Free Trial is available
Ratings
Meets Requirements
8.6
1,039
8.4
72
Ease of Use
8.9
1,072
8.7
75
Ease of Setup
8.4
636
8.1
34
Ease of Admin
8.4
587
8.4
33
Quality of Support
8.2
996
8.4
70
Has the product been a good partner in doing business?
8.5
581
8.6
33
Product Direction (% positive)
8.7
941
8.5
63
Features by Category
Conversational MarketingHide 21 FeaturesShow 21 Features
9.1
30
8.8
12
Messenger
8.8
23
9.5
10
9.1
26
9.2
11
9.1
25
8.7
9
8.5
25
9.3
10
Channels
9.0
24
8.8
8
9.1
23
9.0
7
9.2
22
9.2
6
8.9
21
8.3
7
9.2
20
9.2
6
Customers
8.9
27
8.7
9
8.6
24
7.9
8
9.1
25
8.0
10
8.7
23
8.0
9
9.2
24
8.7
10
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
Auto DialerHide 14 FeaturesShow 14 Features
8.9
194
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
Contact Center Quality AssuranceHide 10 FeaturesShow 10 Features
8.2
190
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
147
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
Contact CenterHide 23 FeaturesShow 23 Features
8.3
504
Not enough data
Channels
9.1
345
|
Verified
Not enough data
8.2
203
Not enough data
8.6
236
|
Verified
Not enough data
8.3
203
|
Verified
Not enough data
8.3
235
|
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
431
|
Verified
Not enough data
8.8
285
|
Verified
Not enough data
8.5
257
Not enough data
AI Agents For Business OperationsHide 17 FeaturesShow 17 Features
Not enough data
Not enough data
Responses
9.2
34
8.5
8
9.4
36
8.6
11
8.6
33
8.3
11
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
8.5
8
9.2
35
9.0
10
9.1
33
8.5
10
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
Feature Not Available
Feature Not Available
Feature Not Available
ChatbotsHide 14 FeaturesShow 14 Features
8.7
68
8.9
5
Responses
8.6
58
9.3
5
8.8
57
9.0
5
9.1
59
9.0
5
8.5
60
9.3
5
8.3
55
Not enough data
Platform
8.9
56
Not enough data
8.9
60
8.3
5
9.0
56
9.0
5
8.5
59
8.3
5
8.1
53
Not enough data
8.9
61
9.3
5
8.7
57
8.7
5
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Contact Center WorkforceHide 10 FeaturesShow 10 Features
8.4
196
Not enough data
Workforce Management
8.7
171
Not enough data
8.6
161
Not enough data
8.5
152
Not enough data
8.2
150
Not enough data
8.0
118
Not enough data
Administration
8.1
144
Not enough data
8.5
163
Not enough data
8.4
170
Not enough data
7.9
143
Not enough data
8.5
152
Not enough data
Co-BrowsingHide 5 FeaturesShow 5 Features
9.2
27
Not enough data
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
Proactive NotificationHide 8 FeaturesShow 8 Features
9.0
47
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
Call Center Infrastructure (CCI)Hide 16 FeaturesShow 16 Features
8.1
181
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 Service AutomationHide 9 FeaturesShow 9 Features
8.8
43
8.5
8
Customer Support
9.0
35
8.8
8
8.9
36
7.5
8
8.5
34
8.5
8
Automation
8.7
33
9.0
8
8.6
37
9.2
8
9.0
35
7.9
8
Artificial Intelligence
9.0
35
8.8
7
8.8
35
8.1
7
9.0
33
8.8
8
Bot PlatformsHide 9 FeaturesShow 9 Features
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Bot 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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Live ChatHide 14 FeaturesShow 14 Features
8.3
238
8.8
18
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
9.3
14
8.4
175
|
Verified
9.2
14
8.4
130
9.0
10
8.5
142
9.0
13
8.4
97
8.0
9
Internal Use
8.4
174
|
Verified
8.4
16
8.6
167
|
Verified
9.2
11
8.4
128
|
Verified
8.3
12
8.4
144
|
Verified
8.7
13
8.2
137
|
Verified
8.3
13
8.4
137
|
Verified
8.7
13
Social Customer ServiceHide 14 FeaturesShow 14 Features
8.7
45
Not enough data
Generative AI
6.9
13
Not enough data
7.2
13
Not enough data
Process
8.3
28
Not enough data
9.0
31
Not enough data
8.7
29
Not enough data
Channels
9.1
32
Not enough data
8.9
33
Not enough data
8.7
34
Not enough data
9.7
36
Not enough data
9.1
33
Not enough data
Insight
9.3
30
Not enough data
9.0
35
Not enough data
8.9
33
Not enough data
9.4
31
Not enough data
Speech AnalyticsHide 1 FeatureShow 1 Feature
7.5
27
Not enough data
Generative AI
7.5
27
Not enough data
WhatsApp MarketingHide 10 FeaturesShow 10 Features
Not enough data
Not enough data
WhatsApp Messaging - WhatsApp 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
WhatsApp Business Platform - WhatsApp 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
VoIP ProvidersHide 22 FeaturesShow 22 Features
8.3
67
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
AI Voice AssistantsHide 6 FeaturesShow 6 Features
8.7
9
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
Conversational Commerce PlatformsHide 11 FeaturesShow 11 Features
Not enough data
Not enough data
Conversational AI - Conversational Commerce 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
Not enough data
Not enough data
Platform integration - Conversational Commerce 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
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Genesys AppFoundry MarketplaceHide 6 FeaturesShow 6 Features
Not enough data
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
Outbound Call TrackingHide 16 FeaturesShow 16 Features
8.3
67
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
UCaaS PlatformsHide 13 FeaturesShow 13 Features
8.7
66
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
AI Customer Support AgentsHide 16 FeaturesShow 16 Features
7.3
28
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
AI AgentsHide 7 FeaturesShow 7 Features
Not enough data
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
Genesys Cloud CX
yellow.ai
yellow.ai
Unique Categories
Genesys Cloud CX
yellow.ai
Reviews
Reviewers' Company Size
Genesys Cloud CX
Genesys Cloud CX
Small-Business(50 or fewer emp.)
13.8%
Mid-Market(51-1000 emp.)
46.5%
Enterprise(> 1000 emp.)
39.7%
yellow.ai
yellow.ai
Small-Business(50 or fewer emp.)
38.6%
Mid-Market(51-1000 emp.)
32.7%
Enterprise(> 1000 emp.)
28.7%
Reviewers' Industry
Genesys Cloud CX
Genesys Cloud CX
Information Technology and Services
10.8%
Financial Services
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.5%
yellow.ai
yellow.ai
Financial Services
14.9%
Information Technology and Services
12.9%
Computer Software
9.9%
Banking
7.9%
Food & Beverages
6.9%
Other
47.5%
Alternatives
Genesys Cloud CX
Genesys Cloud CX Alternatives
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yellow.ai
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Fin by Intercom
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Zendesk for Customer Service
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Discussions
Genesys Cloud CX
Genesys Cloud CX Discussions
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Anyone integrated PureCloud with custom CRM?
5 Comments
Aarde C.
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
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
See all discussions
yellow.ai
yellow.ai Discussions
Can we use python for bot's coding and can we integrate it with a good UI in your platform?
2 Comments
Muralidharan c.
MC
Hi Sudheer, kindly redirect your question to community: http://community.yellowmessenger.comRead more
Can we have any discount model for the local stores
1 Comment
Vartika V.
VV
Hi Sai Surya, To democratize AI and help brands #GetAiReady, we've launched a program to claim a free AI-powered WhatsApp chatbot for 3 months. Check out:...Read more
Monty the Mongoose crying
yellow.ai has no more discussions with answers
See all discussions
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yellow.ai
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