Link copied to clipboard # Genesys Cloud CX vs ZIWO Comparison - What are their main differences? Share [ Export ](/compare/genesys-cloud-cx/ziwo/export.csv) Genesys Cloud CXZIWO[+ Add Product](#) Reviews **Genesys Cloud CX** [ 4.4/5(1,580) ](https://www.g2.com/products/genesys-cloud-cx/reviews#reviews) **ZIWO** [ 4.9/5(79) ](https://www.g2.com/products/ziwo/reviews#reviews) Pricing **Genesys Cloud CX** Free Trial No pricing available **ZIWO** Free Trial **Starting at $40.00** 1 User Per Month · Cloud Business Phone System **Pricing Insights** from reviews Time to Implement **Genesys Cloud CX** 5 months Based on 11 responses **ZIWO** 2 monthsFaster Based on 7 responses Return on Investment **Genesys Cloud CX** 18 months Based on 11 responses **ZIWO** 4 months14 months sooner Based on 18 responses Perceived Cost **Genesys Cloud CX** $$$$$ **ZIWO** $$$$$ Average Discount **Genesys Cloud CX** 11% **ZIWO** Not enough reviews yet ![Genesys Cloud CX](https://images.g2crowd.com/uploads/product/hd_favicon/cca7778a7f52f5a71782576104666b99/genesys-cloud-cx.svg "Genesys Cloud CX") ![ZIWO](https://images.g2crowd.com/uploads/product/hd_favicon/2d2a9e60538f664599303b3f79d67d28/ziwo.svg "ZIWO") G2 offers free advice on this comparison. 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Pros & Cons **Genesys Cloud CX** [ Ease of Use (135) ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1062871&qs=pros-and-cons#reviews)[ Features (103) ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1072021&qs=pros-and-cons#reviews)[ Limited Features (58) ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1063895&qs=pros-and-cons#reviews)[ Missing Features (53) ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1062301&qs=pros-and-cons#reviews) **ZIWO** [ Ease of Use (40) ](https://www.g2.com/products/ziwo/reviews?filters%5Bsentiment_snippet%5D=1340949&qs=pros-and-cons#reviews)[ Easy Implementation (27) ](https://www.g2.com/products/ziwo/reviews?filters%5Bsentiment_snippet%5D=2019949&qs=pros-and-cons#reviews)[ Technical Issues (2) ](https://www.g2.com/products/ziwo/reviews?filters%5Bsentiment_snippet%5D=2019947&qs=pros-and-cons#reviews)[ Unreliability (2) ](https://www.g2.com/products/ziwo/reviews?filters%5Bsentiment_snippet%5D=1996449&qs=pros-and-cons#reviews) Integrations **Genesys Cloud CX** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_5a7938ffd6497884772dc39786f9e1e2/adobe-experience-manager.png "Product Avatar Image") Adobe ](https://www.g2.com/products/adobe-experience-manager/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_32a91044a1cccaa46cc7b9802c9a9b34/anydesk.png "Product Avatar Image") AnyDesk ](https://www.g2.com/products/anydesk/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_47fb0bfeaa24bc0423197858459dbd40/avtex-consulting.jpeg "Product Avatar Image") Avtex Consulting ](https://www.g2.com/products/avtex-consulting/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/aws-lambda.jpg "Product Avatar Image") AWS Lambda ](https://www.g2.com/products/aws-lambda/reviews)[ View all ](https://www.g2.com/products/genesys-cloud-cx/integrations) **ZIWO** Not enough data Screenshots **Genesys Cloud CX** ![Genesys Cloud CX screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/165024/Dashboard.png) **ZIWO** ![ZIWO screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/111818/Live-Dashboard.png) Ratings Meets Requirements **Genesys Cloud CX** 8.6 8.61,092 **ZIWO** 9.7 9.767 Ease of Use **Genesys Cloud CX** 8.9 8.91,136 **ZIWO** 9.9 9.968 Ease of Setup **Genesys Cloud CX** 8.4 8.4686 **ZIWO** 9.8 9.854 Ease of Admin **Genesys Cloud CX** 8.5 8.5631 **ZIWO** 9.7 9.730 Quality of Support **Genesys Cloud CX** 8.2 8.21,055 **ZIWO** 9.7 9.767 Has the product been a good partner in doing business? **Genesys Cloud CX** 8.6 8.6624 **ZIWO** 9.8 9.830 Product Direction (% positive) **Genesys Cloud CX** 8.7 8.7992 **ZIWO** 9.8 9.866 Features Contact Center[Hide 68 FeaturesShow 68 Features](javascript:void(0);) 8.3 544 9.5 66 Channels Voice 9.1 363 | Verified 9.7(won by 0.6) 62 (There is a greater than 0.5 difference between this product's rating and its competitors) Social 8.3(won by default) 210 Feature Not Available Live Chat 8.6(won by default) 243 | Verified Feature Not Available Mobile SMS 8.3(won by default) 208 | Verified Feature Not Available Email 8.3(won by default) 246 | Verified Feature Not Available Generative AI AI Text-to-Speech 7.9 70 9.1(won by 1.2) 41 (There is a greater than 0.5 difference between this product's rating and its competitors) Generative AI Not enough data Not enough data Functions Call Routing 8.8 398 | Verified 9.4(won by 0.6) 59 (There is a greater than 0.5 difference between this product's rating and its competitors) Session Queuing 8.8 403 | Verified 9.4(won by 0.6) 57 (There is a greater than 0.5 difference between this product's rating and its competitors) Concurrent Calling 8.8 344 | Verified 9.6(won by 0.8) 59 (There is a greater than 0.5 difference between this product's rating and its competitors) Speech Analytics 8.3 243 | Verified 9.6(won by 1.3) 56 (There is a greater than 0.5 difference between this product's rating and its competitors) Auto Dialer 8.5 247 | Verified 9.2(won by 0.7) 56 (There is a greater than 0.5 difference between this product's rating and its competitors) IVR 9.1 326 | Verified 9.4(won by 0.3) 56 Inbound Screen Pop 8.8 307 | Verified 9.4(won by 0.6) 59 (There is a greater than 0.5 difference between this product's rating and its competitors) Persistent Data 8.6 245 9.6(won by 1.0) 58 (There is a greater than 0.5 difference between this product's rating and its competitors) Reporting/Analytics 8.3(won by default) 8 Not enough data Predictive Dialer Not enough data Not enough data Automated Routing Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Agentic AI - Contact Center Autonomous Task Execution 6.7(won by default) 10 Not enough data Cross-system Integration 8.3(won by default) 13 Not enough data Natural Language Interaction 7.4(won by default) 12 Not enough data Proactive Assistance 6.7(won by default) 10 Not enough data Third-Party Integrations Not enough data Not enough data Social Media Integration Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Administrative Session Summary Notes 8.4 357 | Verified 9.6(won by 1.2) 53 (There is a greater than 0.5 difference between this product's rating and its competitors) Administrator Access 8.8 404 | Verified 9.6(won by 0.8) 55 (There is a greater than 0.5 difference between this product's rating and its competitors) Reporting & Dashboards 7.6 451 | Verified 9.8(won by 2.2) 58 (There is a greater than 0.5 difference between this product's rating and its competitors) Session Recording 8.8 290 | Verified 9.5(won by 0.7) 57 (There is a greater than 0.5 difference between this product's rating and its competitors) Agent Scheduling and Assignment 8.5 263 9.6(won by 1.1) 55 (There is a greater than 0.5 difference between this product's rating and its competitors) Callback Scheduling Not enough data Not enough data Activity Dashboard Not enough data Not enough data Call Reporting Not enough data Not enough data Additional Functionality API Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Call Transfer Not enough data Not enough data Data Import/Export Not enough data Not enough data Call Scripting Not enough data Not enough data Interaction Tracking Not enough data Not enough data Collaboration Tools Not enough data Not enough data Call Monitoring Not enough data Not enough data Customizable Reports Not enough data Not enough data Contact Management Not enough data Not enough data Activity Tracking Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Contact Database Not enough data Not enough data Chatbot Not enough data Not enough data Call Center Management Not enough data Not enough data Performance Management Not enough data Not enough data Call Tracking Not enough data Not enough data CRM Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Quality Management Not enough data Not enough data Agent Interface Not enough data Not enough data Queue Management Not enough data Not enough data Customer History Not enough data Not enough data Voice Mail Not enough data Not enough data Monitoring Not enough data Not enough data Call List Management Not enough data Not enough data Chat/Messaging Not enough data Not enough data Workforce Management Not enough data Not enough data Campaign Management Not enough data Not enough data AI Copilot Not enough data Not enough data Email Management Not enough data Not enough data Caller ID Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data AI Customer Support Agents[Hide 36 FeaturesShow 36 Features](javascript:void(0);) 7.6 62 Not enough data Dashboard Dashboard Not enough data Not enough data Speech Recognition Speech Recognition Not enough data Not enough data Compliance Management Compliance Management Not enough data Not enough data Autonomous Task Execution Autonomous Task Execution Not enough data Not enough data Sentiment Analysis Sentiment Analysis Not enough data Not enough data Data Security Data Security Not enough data Not enough data Third-Party Integration Third-Party Integration 9.3(won by default) 5 Not enough data Human-in-the-loop (HITL) Human-in-the-loop (HITL) Not enough data Not enough data Agentic Task Execution Agentic Task Execution Not enough data Not enough data Natural Language Processing Natural Language Processing Not enough data Not enough data Conversational AI Conversational AI Not enough data Not enough data Performance Metrics Performance Metrics Not enough data Not enough data Interaction Tracking Interaction Tracking Not enough data Not enough data Knowledge Base Management Knowledge Base Management Not enough data Not enough data CRM Integration CRM Integration Not enough data Not enough data Inquiry Routing Inquiry Routing Not enough data Not enough data Contextual Guidance Contextual Guidance Not enough data Not enough data Communications Management Communications Management Not enough data Not enough data Proactive Chat Proactive Chat Not enough data Not enough data Ticket Management Ticket Management Not enough data Not enough data Customer Query Resolution - AI Customer Support Agents Automated Ticket Resolution 7.3(won by default) 21 Not enough data Contextual Response Generation 7.0(won by default) 22 Not enough data Sentiment Analysis 6.9(won by default) 22 Not enough data Knowledge Base Utilization 7.2(won by default) 20 Not enough data Multilingual Support 7.3(won by default) 23 Not enough data Customer Interaction Automation - AI Customer Support Agents Proactive Customer Outreach 6.9(won by default) 19 Not enough data Feedback Collection 7.8(won by default) 20 Not enough data Escalation Handling 8.2(won by default) 20 Not enough data Workflow Optimization 8.5(won by default) 31 Not enough data Automation Customer Interaction Automation 8.7(won by default) 29 Not enough data Feedback Collection 8.3(won by default) 21 Not enough data Document Processing 7.5(won by default) 19 Not enough data Autonomy Independent Decision Making 6.6(won by default) 22 Not enough data Adaptive Responses 6.7(won by default) 21 Not enough data Task Execution 7.4(won by default) 23 Not enough data Problem Solving 7.2(won by default) 20 Not enough data Conversational Marketing[Hide 68 FeaturesShow 68 Features](javascript:void(0);) 9.1 30 Not enough data Messenger Sequencing 8.8(won by default) 23 Not enough data AI 9.1(won by default) 26 Not enough data Video Chat 9.1(won by default) 25 Not enough data Customization Interface 8.5(won by default) 25 Not enough data Generative AI Not enough data Not enough data Channels Social Media Integration 9.0(won by default) 24 Not enough data Website 9.1(won by default) 23 Not enough data Text Message (SMS) 9.2(won by default) 22 Not enough data Voice Assistants 8.9(won by default) 21 Not enough data Other 9.2(won by default) 20 Not enough data Multi-Channel Marketing Not enough data Not enough data Customers Audience Targeting 8.9(won by default) 27 Not enough data Profiles 8.6(won by default) 24 Not enough data Analytics 9.1(won by default) 25 Not enough data Lead Gathering 8.7(won by default) 23 Not enough data Sales Conversion 9.2(won by default) 24 Not enough data Customer Service Analytics Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Agentic AI - Conversational Marketing Autonomous Task Execution Not enough data Not enough data Multi-step Planning Not enough data Not enough data Cross-system Integration Not enough data Not enough data Adaptive Learning Not enough data Not enough data Natural Language Interaction Not enough data Not enough data Proactive Assistance Not enough data Not enough data Decision Making Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Customizable Fields Not enough data Not enough data API Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Lead Nurturing Not enough data Not enough data Human Handover Not enough data Not enough data Lead Management Not enough data Not enough data Product Recommendations Not enough data Not enough data Customer Experience Management Not enough data Not enough data SMS Messaging Not enough data Not enough data Appointment Management Not enough data Not enough data Chat/Messaging Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Lead Distribution Not enough data Not enough data Campaign Segmentation Not enough data Not enough data Data Import/Export Not enough data Not enough data A/B Testing Not enough data Not enough data Real-Time Data Not enough data Not enough data Real-time Conversations Not enough data Not enough data Customizable Branding Not enough data Not enough data Lead Qualification Not enough data Not enough data Template Management Not enough data Not enough data Autoresponders Not enough data Not enough data Contact Database Not enough data Not enough data Customer Segmentation Not enough data Not enough data One-to-One Messaging Not enough data Not enough data Communication Management Not enough data Not enough data Campaign Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Lead Capture Not enough data Not enough data Appointment Scheduling Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Event Triggered Actions Not enough data Not enough data Chatbot Not enough data Not enough data Group Messaging Not enough data Not enough data AI Copilot Not enough data Not enough data Customer Database Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Email Automation Not enough data Not enough data Surveys & Feedback Not enough data Not enough data CRM Not enough data Not enough data Engagement Tracking Not enough data Not enough data Auto Dialer[Hide 76 FeaturesShow 76 Features](javascript:void(0);) 8.9 201 Not enough data Dialing Options Preview Dialing 8.9(won by default) 147 Not enough data Progressive Dialing 8.9(won by default) 130 Not enough data Predictive Dialing 9.0(won by default) 7 Not enough data Agent Tools Whisper Coaching 8.6(won by default) 126 Not enough data Callback Scheduling 8.7(won by default) 139 Not enough data Call Recording 9.2(won by default) 164 Not enough data Real-Time Data Not enough data Not enough data Live Chat Not enough data Not enough data Call Scheduling Not enough data Not enough data Automation Voice Activity Detection 8.6(won by default) 121 Not enough data Interactive Voice Response (IVR) 9.2(won by default) 150 Not enough data Call Scrubbing 8.7(won by default) 109 Not enough data Agentic AI - Auto Dialer Autonomous Task Execution 9.2(won by default) 6 Not enough data Cross-system Integration 8.6(won by default) 6 Not enough data Third-Party Integrations Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data AI Capabilities - Auto Dialer Speech Analytics and Sentiment Analysis 8.7(won by default) 5 Not enough data Call Prioritization and List Optimization Not enough data Not enough data Compliance Monitoring Not enough data Not enough data Call Monitoring Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Text to Speech Not enough data Not enough data Additional Functionality AI Copilot Not enough data Not enough data Activity Tracking Not enough data Not enough data Call Routing Not enough data Not enough data Call Scripting Not enough data Not enough data Contact Management Not enough data Not enough data Power Dialer Not enough data Not enough data Preview Dialer Not enough data Not enough data Auto-Dialer Not enough data Not enough data Call Tracking Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Customer Database Not enough data Not enough data Lead Management Not enough data Not enough data Predictive Dialer Not enough data Not enough data Call Center Management Not enough data Not enough data Integrations Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Campaign Management Not enough data Not enough data Generative AI Not enough data Not enough data Interaction Tracking Not enough data Not enough data Caller ID Not enough data Not enough data Call Transfer Not enough data Not enough data Call Disposition Not enough data Not enough data Voice Mail Not enough data Not enough data Chat/Messaging Not enough data Not enough data Automatic Outbound Dialer Not enough data Not enough data Call Reporting Not enough data Not enough data API Not enough data Not enough data Contact Database Not enough data Not enough data Lead Capture Not enough data Not enough data CRM Not enough data Not enough data Call List Management Not enough data Not enough data Progressive Dialer Not enough data Not enough data Campaign Specific Caller ID Not enough data Not enough data List Management Not enough data Not enough data Customizable Fields Not enough data Not enough data AI/Machine Learning Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Multi-Campaign Not enough data Not enough data Workflow Management Not enough data Not enough data Call Logging Not enough data Not enough data Lead Distribution Not enough data Not enough data Queue Management Not enough data Not enough data Inbound Call Center Not enough data Not enough data For Sales Teams/Organizations Not enough data Not enough data Data Security Not enough data Not enough data Outbound Call Center Not enough data Not enough data Performance Management Not enough data Not enough data Compliance Management Not enough data Not enough data Mobile Access Not enough data Not enough data Email Management Not enough data Not enough data Contact Center Quality Assurance[Hide 43 FeaturesShow 43 Features](javascript:void(0);) 8.2 196 Not enough data Quality Assurance Evaluation 8.8(won by default) 161 Not enough data Calibration 8.6(won by default) 150 Not enough data Reports 7.8(won by default) 163 Not enough data Engagement Feedback 8.5(won by default) 139 Not enough data Dashboards 8.2(won by default) 162 Not enough data Training 8.2(won by default) 148 Not enough data Activity Dashboard Not enough data Not enough data Performance Third-Party Integrations 8.5(won by default) 156 Not enough data Compliance 9.0(won by default) 154 Not enough data Generative AI AI Text Generation 7.1(won by default) 33 Not enough data AI Text Summarization 7.5(won by default) 33 Not enough data Call Routing Not enough data Not enough data Generative AI Not enough data Not enough data Additional Functionality Customer Journey Mapping Not enough data Not enough data Employee Coaching Tools Not enough data Not enough data Queue Management Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Call Monitoring Not enough data Not enough data Quality Management Not enough data Not enough data Customer Surveys Not enough data Not enough data Agent Interface Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Collaboration Tools Not enough data Not enough data Leaderboards Not enough data Not enough data Employee Reward Programs Not enough data Not enough data Workforce Management Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Customer Experience Management Not enough data Not enough data Predictive Dialer Not enough data Not enough data Video Conferencing Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data KPI Monitoring Not enough data Not enough data AI Copilot Not enough data Not enough data Feedback Management Not enough data Not enough data IVR Not enough data Not enough data Contact Management Not enough data Not enough data Multiple Scoring Models Not enough data Not enough data Real-Time Updates Not enough data Not enough data Interaction Tracking Not enough data Not enough data Call Recording Not enough data Not enough data AI/Machine Learning Not enough data Not enough data Screen Recording Not enough data Not enough data Workflow Automation Not enough data Not enough data AI Agents For Business Operations[Hide 76 FeaturesShow 76 Features](javascript:void(0);) 9.1 50 Not enough data Responses Personalization 9.2(won by default) 36 Not enough data Route To Human 9.4(won by default) 36 Not enough data Natural Language Understanding (NLU) 8.6(won by default) 33 Not enough data Multi-Language Not enough data Not enough data Automation - AI Agents Sales Follow-Up 9.1(won by default) 9 Not enough data Customer Interaction Automation 9.2(won by default) 11 Not enough data Lead Generation 8.3(won by default) 8 Not enough data Document Processing 8.5(won by default) 8 Not enough data Feedback Collection 9.1(won by default) 11 Not enough data Natural Language Processing Not enough data Not enough data Simulation and Scenario Generation Not enough data Not enough data Platform Conversation Editor 8.8(won by default) 35 Not enough data Integration 9.3(won by default) 38 Not enough data Human-In-The-Loop 9.1(won by default) 33 Not enough data Drag & Drop Editor Not enough data Not enough data Human-in-the-loop (HITL) Not enough data Not enough data Autonomy - AI Agents Independent Decision Making 9.0(won by default) 10 Not enough data Adaptive Responses 9.2(won by default) 11 Not enough data Task Execution 8.9(won by default) 9 Not enough data Problem Solving 9.0(won by default) 10 Not enough data Generative AI AI Text Generation 9.7(won by default) 5 Not enough data AI Text Summarization 9.2(won by default) 6 Not enough data Additional Functionality Agent Collaboration Not enough data Not enough data Data Governance Not enough data Not enough data Prompt Engineering Not enough data Not enough data Feedback Management Not enough data Not enough data For No-Code Development Not enough data Not enough data Version Control Not enough data Not enough data Role-Based Permissions Not enough data Not enough data Dynamic Modeling Not enough data Not enough data API Not enough data Not enough data Memory Management Not enough data Not enough data Monitoring Not enough data Not enough data Scalability Not enough data Not enough data Cost Management Not enough data Not enough data Scheduling Not enough data Not enough data Natural Language Interface Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Multiple LLM Models Not enough data Not enough data Integration Management Not enough data Not enough data Customizable Frameworks Not enough data Not enough data Pre-built Templates Not enough data Not enough data Analytics Not enough data Not enough data Intent Recognition Not enough data Not enough data Contextual Guidance Not enough data Not enough data Rules-Based Workflow Not enough data Not enough data Attended Automation Not enough data Not enough data Drag & Drop Not enough data Not enough data For Sales/Marketing Not enough data Not enough data Generative AI Not enough data Not enough data Business Process Automation Not enough data Not enough data AI Copilot Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Deep Learning Not enough data Not enough data Code-free Development Not enough data Not enough data Compliance Management Not enough data Not enough data Automated Responses Not enough data Not enough data Knowledge Management Not enough data Not enough data Transfers/Routing Not enough data Not enough data Personalization Not enough data Not enough data Activity Dashboard Not enough data Not enough data Customer Experience Management Not enough data Not enough data Virtual Personal Assistant (VPA) Not enough data Not enough data Chatbot Not enough data Not enough data Speech Recognition Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Task Management Not enough data Not enough data Customer Engagement Not enough data Not enough data AI/Machine Learning Not enough data Not enough data Configurable Workflow Not enough data Not enough data Unattended Automation Not enough data Not enough data Conversation Intelligence Not enough data Not enough data Workflow Automation Not enough data Not enough data Proactive Error Detection Not enough data Not enough data Chatbots[Hide 42 FeaturesShow 42 Features](javascript:void(0);) 8.7 75 Not enough data Responses Customization 8.7(won by default) 60 Not enough data Control 8.8(won by default) 58 Not enough data Route To Human 9.1(won by default) 60 Not enough data Menu bars 8.5(won by default) 61 Not enough data Drip sequences 8.3(won by default) 55 Not enough data Platform Live chat 9.0(won by default) 59 Not enough data Integrations 8.8(won by default) 64 Not enough data Branding 9.0(won by default) 56 Not enough data Analytics 8.6(won by default) 62 Not enough data Role-based access 8.9(won by default) 62 Not enough data Collection of information 8.7(won by default) 57 Not enough data A/B testing Feature Not Available Not enough data Augmented Analytics Not enough data Not enough data Proactive Chat Not enough data Not enough data Generative AI AI Text Generation 8.6(won by default) 29 Not enough data AI Text Summarization 8.6(won by default) 29 Not enough data Generative AI Not enough data Not enough data Additional Functionality Customer Surveys Not enough data Not enough data Lead Qualification Not enough data Not enough data Transcripts/Chat History Not enough data Not enough data Language Detection Not enough data Not enough data Pre-Configured Bot Not enough data Not enough data Lead Capture Not enough data Not enough data Code-free Development Not enough data Not enough data Natural Language Processing Not enough data Not enough data Multi-Language Not enough data Not enough data For Sales/Marketing Not enough data Not enough data Contextual Guidance Not enough data Not enough data Automated Responses Not enough data Not enough data Customer Support Not enough data Not enough data Chatbot Not enough data Not enough data Intent Recognition Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Customer Experience Management Not enough data Not enough data Query Suggestions Not enough data Not enough data Transfers/Routing Not enough data Not enough data AI Copilot Not enough data Not enough data Canned Responses Not enough data Not enough data AI/Machine Learning Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Automated Routing Not enough data Not enough data Workflow Automation Not enough data Not enough data Contact Center Workforce[Hide 39 FeaturesShow 39 Features](javascript:void(0);) 8.4 204 Not enough data Workforce Management Agent Availability 8.7(won by default) 174 Not enough data Skills Management 8.6(won by default) 163 Not enough data Shift Scheduling 8.5(won by default) 154 Not enough data Agent Self-Service 8.2(won by default) 151 Not enough data Mobile Access 8.0(won by default) 119 Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Performance Management Not enough data Not enough data Queue Management Not enough data Not enough data Compliance Management Not enough data Not enough data Customer Experience Management Not enough data Not enough data Attendance Management Not enough data Not enough data Employee Management Not enough data Not enough data Time Off Management Not enough data Not enough data Administration Automation 8.1(won by default) 145 Not enough data Productivity Analysis 8.5(won by default) 164 Not enough data Dashboards 8.4(won by default) 173 Not enough data Labor Forecasting 8.0(won by default) 147 Not enough data Intraday Management 8.5(won by default) 153 Not enough data Quality Management Not enough data Not enough data Additional Functionality Performance Metrics Not enough data Not enough data Leave Tracking Not enough data Not enough data Call Monitoring Not enough data Not enough data AI Copilot Not enough data Not enough data For Call Centers Not enough data Not enough data Employee Time Tracking Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Generative AI Not enough data Not enough data Activity Monitoring Not enough data Not enough data Reporting/Analytics Not enough data Not enough data API Not enough data Not enough data Call Recording Not enough data Not enough data Approval Process Control Not enough data Not enough data Skills Tracking Not enough data Not enough data Activity Tracking Not enough data Not enough data Variable Workforce Not enough data Not enough data Employee Coaching Tools Not enough data Not enough data Employee Database Not enough data Not enough data Online Time Clock Not enough data Not enough data Agent Interface Not enough data Not enough data Co-Browsing[Hide 5 FeaturesShow 5 Features](javascript:void(0);) 9.2 27 Not enough data Administration Access Control 9.2(won by default) 25 Not enough data Web Page Navigation 8.9(won by default) 24 Not enough data Real Time Assistance 9.2(won by default) 23 Not enough data Security Data Security 9.3(won by default) 24 Not enough data Data Masking 9.4(won by default) 23 Not enough data Proactive Notification[Hide 8 FeaturesShow 8 Features](javascript:void(0);) 9.0 49 Not enough data Messaging Channels SMS Messaging 9.0(won by default) 31 Not enough data Email 9.2(won by default) 32 Not enough data Voice Messaging 9.2(won by default) 34 Not enough data Two way messaging 9.0(won by default) 33 Not enough data Administration Scheduling 9.0(won by default) 35 Not enough data Triggered Notifications 8.9(won by default) 33 Not enough data Segmentation 8.7(won by default) 33 Not enough data Integrations 9.0(won by default) 37 Not enough data Call Center Infrastructure (CCI)[Hide 62 FeaturesShow 62 Features](javascript:void(0);) 8.1 194 Not enough data Platform Omnichannel 8.7(won by default) 153 Not enough data Mobile Access 7.8(won by default) 132 Not enough data Queue Management 8.9(won by default) 169 Not enough data Call Routing 9.2(won by default) 172 Not enough data Call Back 8.8(won by default) 165 Not enough data IVR 9.2(won by default) 164 Not enough data Automatic Call Distribution 9.1(won by default) 165 Not enough data Call Transfer Not enough data Not enough data Contact Management Not enough data Not enough data Call Center Management Not enough data Not enough data Multi-Channel Management Not enough data Not enough data Survey/Poll Management Not enough data Not enough data Campaign Management Not enough data Not enough data Call List Management Not enough data Not enough data Generative AI AI Text-to-Speech 7.7(won by default) 61 Not enough data Generative AI Not enough data Not enough data Workforce Management Call Monitoring 8.9(won by default) 155 Not enough data Performance Evaluation 8.8(won by default) 152 Not enough data Real-Time Monitoring Not enough data Not enough data Monitoring Not enough data Not enough data Call Center Infrastructure (CCI) Autonomous Task Execution 6.9(won by default) 8 Not enough data Cross-system Integration 7.3(won by default) 8 Not enough data Natural Language Interaction 5.8(won by default) 8 Not enough data Proactive Assistance 5.6(won by default) 8 Not enough data Third-Party Integrations Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Multi-Language Not enough data Not enough data Administrative Call Recording 9.0(won by default) 164 Not enough data Reporting & Dashboards 8.3(won by default) 168 Not enough data Call Reporting Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Additional Functionality Chat/Messaging Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Customer History Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Phone Key Input Not enough data Not enough data Call Logging Not enough data Not enough data Customizable Reports Not enough data Not enough data Real-Time Data Not enough data Not enough data AI Copilot Not enough data Not enough data CRM Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Activity Tracking Not enough data Not enough data Live Chat Not enough data Not enough data Call Scripting Not enough data Not enough data Contact Database Not enough data Not enough data Voice Mail Not enough data Not enough data Voice Customization Not enough data Not enough data API Not enough data Not enough data Call Tracking Not enough data Not enough data SMS Messaging Not enough data Not enough data Callback Scheduling Not enough data Not enough data Caller ID Not enough data Not enough data Predictive Dialer Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Auto-Dialer Not enough data Not enough data Pre-recorded Messages Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Multiple Scripts Not enough data Not enough data Interaction Tracking Not enough data Not enough data Call Disposition Not enough data Not enough data Customer Service Automation[Hide 62 FeaturesShow 62 Features](javascript:void(0);) 8.9 48 Not enough data Customer Support Text 9.0(won by default) 35 Not enough data Speech 9.0(won by default) 37 Not enough data Knowledge Base 8.5(won by default) 34 Not enough data Knowledge Base Management Not enough data Not enough data Automation Ticket Resolution 8.7(won by default) 33 Not enough data Customization 8.6(won by default) 37 Not enough data Intelligent Routing 9.1(won by default) 37 Not enough data Customizable Templates Not enough data Not enough data Artificial Intelligence Learning 9.0(won by default) 35 Not enough data Language 8.8(won by default) 35 Not enough data Conversational AI 9.0(won by default) 33 Not enough data Generative AI Not enough data Not enough data Additional Functionality Workflow Management Not enough data Not enough data Interaction Tracking Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Single Sign On Not enough data Not enough data Self Service Portal Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Customer Database Not enough data Not enough data Client Portal Not enough data Not enough data Inventory Management Not enough data Not enough data Tagging Not enough data Not enough data Configurable Workflow Not enough data Not enough data Customer History Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Support Ticket Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Widgets Not enough data Not enough data Search/Filter Not enough data Not enough data Chatbot Not enough data Not enough data Email Templates Not enough data Not enough data Activity Tracking Not enough data Not enough data Feedback Management Not enough data Not enough data Real-Time Data Not enough data Not enough data API Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Event Triggered Actions Not enough data Not enough data Website Integration Not enough data Not enough data Help Desk Management Not enough data Not enough data Call Center Management Not enough data Not enough data Queue Management Not enough data Not enough data SSL Security Not enough data Not enough data Social Media Integration Not enough data Not enough data CRM Not enough data Not enough data Chat/Messaging Not enough data Not enough data Live Chat Not enough data Not enough data AI Copilot Not enough data Not enough data Customizable Reports Not enough data Not enough data Email Management Not enough data Not enough data Customizable Branding Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Customizable Forms Not enough data Not enough data Customer Communication Not enough data Not enough data Activity Dashboard Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Customizable Fields Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Application Management Not enough data Not enough data Communication Management Not enough data Not enough data Role-Based Permissions Not enough data Not enough data Live Chat[Hide 44 FeaturesShow 44 Features](javascript:void(0);) 8.3 250 Not enough data Generative AI AI Text Generation 7.8(won by default) 28 Not enough data AI Text Summarization 7.6(won by default) 28 Not enough data AI Text-to-Speech Feature Not Available Not enough data Generative AI Not enough data Not enough data Communication Pop-up Chat 8.6(won by default) 176 | Verified Not enough data Notifications 8.5(won by default) 178 | Verified Not enough data Targeted Emails 8.4(won by default) 131 Not enough data In-App Messaging 8.5(won by default) 145 Not enough data Co-Browsing 8.4(won by default) 97 Not enough data Real-Time Notifications Not enough data Not enough data Real-time Consumer-facing Chat Not enough data Not enough data Internal Use Customization 8.4(won by default) 175 | Verified Not enough data Conversation Archiving 8.7(won by default) 168 | Verified Not enough data Lead Development 8.4(won by default) 129 | Verified Not enough data Knowledge Base 8.4(won by default) 145 | Verified Not enough data Team Inbox 8.3(won by default) 141 | Verified Not enough data Customer Profiles 8.4(won by default) 139 | Verified Not enough data Additional Functionality Real-Time Analytics Not enough data Not enough data Email Management Not enough data Not enough data API Not enough data Not enough data Single Sign On Not enough data Not enough data Search/Filter Not enough data Not enough data Collaboration Tools Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Activity Dashboard Not enough data Not enough data Canned Responses Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Transfers/Routing Not enough data Not enough data Geotargeting Not enough data Not enough data Interaction Tracking Not enough data Not enough data CRM Not enough data Not enough data Transcripts/Chat History Not enough data Not enough data Document Storage Not enough data Not enough data Screen Sharing Not enough data Not enough data Contact Management Not enough data Not enough data Autoresponders Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Mobile Access Not enough data Not enough data AI Copilot Not enough data Not enough data Offline Form Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Support Ticket Management Not enough data Not enough data File Sharing Not enough data Not enough data Social Customer Service[Hide 14 FeaturesShow 14 Features](javascript:void(0);) 8.7 47 Not enough data Generative AI AI Text Generation 6.9(won by default) 13 Not enough data AI Text Summarization 7.2(won by default) 13 Not enough data Process Mentions 8.3(won by default) 28 Not enough data Tickets 9.0(won by default) 31 Not enough data Macros 8.7(won by default) 29 Not enough data Channels Email 8.9(won by default) 33 Not enough data Social 8.9(won by default) 34 Not enough data Live Chat 8.8(won by default) 35 Not enough data Phone 9.7(won by default) 37 Not enough data Text 9.1(won by default) 33 Not enough data Insight Surveys 9.3(won by default) 30 Not enough data Reporting 9.0(won by default) 37 Not enough data Visitor Activity 8.9(won by default) 33 Not enough data Help Desk 9.4(won by default) 31 Not enough data Speech Analytics[Hide 75 FeaturesShow 75 Features](javascript:void(0);) 7.5 28 Not enough data Generative AI AI Text Summarization 7.5(won by default) 27 Not enough data Generative AI Not enough data Not enough data Additional Functionality Live Chat Not enough data Not enough data Call Transfer Not enough data Not enough data Archiving & Retention Not enough data Not enough data Call Center Management Not enough data Not enough data Call Tagging Not enough data Not enough data Call List Management Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Queue Management Not enough data Not enough data Real-Time Data Not enough data Not enough data API Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data CRM Not enough data Not enough data Performance Metrics Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Activity Tracking Not enough data Not enough data IVR Not enough data Not enough data Event Triggered Actions Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Scheduled Recording Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Call Monitoring Not enough data Not enough data File Transfer Not enough data Not enough data Activity Dashboard Not enough data Not enough data Call Reporting Not enough data Not enough data Call Transcription Not enough data Not enough data Campaign Management Not enough data Not enough data Call Disposition Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Contact Management Not enough data Not enough data Predictive Dialer Not enough data Not enough data Voice Mail Not enough data Not enough data Caller ID Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Call Routing Not enough data Not enough data Call Tracking Not enough data Not enough data Recording Not enough data Not enough data Auto-Dialer Not enough data Not enough data Chat/Messaging Not enough data Not enough data On-Demand Recording Not enough data Not enough data Customizable Reports Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Conferencing Not enough data Not enough data AI Copilot Not enough data Not enough data Interaction Tracking Not enough data Not enough data Predictive Analytics Not enough data Not enough data Visual Analytics Not enough data Not enough data Sales Trend Analysis Not enough data Not enough data Audio Capture Not enough data Not enough data Email Alerts Not enough data Not enough data Tagging Not enough data Not enough data Self-Service Search Not enough data Not enough data Natural Language Processing Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Automatic Transcription Not enough data Not enough data Multi-Channel Management Not enough data Not enough data Request Assignment Not enough data Not enough data Speech-to-Text Analysis Not enough data Not enough data Self Service Portal Not enough data Not enough data Performance Management Not enough data Not enough data Call Recording Not enough data Not enough data Search/Filter Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Compliance Management Not enough data Not enough data Multi-Language Not enough data Not enough data HIPAA Compliant Not enough data Not enough data Data Security Not enough data Not enough data Call Scripting Not enough data Not enough data Customer Service Analytics Not enough data Not enough data Quality Assurance Not enough data Not enough data Customer Experience Management Not enough data Not enough data Communication Management Not enough data Not enough data Categorization/Grouping Not enough data Not enough data Language Detection Not enough data Not enough data VoIP Providers[Hide 93 FeaturesShow 93 Features](javascript:void(0);) 8.3 71 Not enough data Platform Basics - VoIP Providers PBX systems, VoIP Softphone 8.5(won by default) 8 Not enough data Call Management 8.7(won by default) 10 Not enough data Network monitoring 6.7(won by default) 8 Not enough data Integrations 7.8(won by default) 10 Not enough data Virtual PBX 8.1(won by default) 7 Not enough data SIP trunking services 8.1(won by default) 8 Not enough data Contact Management Not enough data Not enough data Communication Management Not enough data Not enough data Fax Management Not enough data Not enough data Call List Management Not enough data Not enough data Call Center Management Not enough data Not enough data Queue Management Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Call Monitoring Not enough data Not enough data Workflow Management Not enough data Not enough data Call Center Integration Not enough data Not enough data Basic Communication Phone Calls 9.6(won by default) 66 Not enough data Video Calls 7.5(won by default) 44 Not enough data Instant Messaging 8.4(won by default) 53 Not enough data Screen Sharing 8.3(won by default) 46 Not enough data Conference Calls 8.8(won by default) 53 Not enough data Desk-to-Desk Calls 8.7(won by default) 54 Not enough data SMS Messaging Not enough data Not enough data Chat/Messaging Not enough data Not enough data Video Call Recording Not enough data Not enough data Two-Way Audio & Video Not enough data Not enough data SIP Trunking Not enough data Not enough data Agentic AI - VoIP Providers Autonomous Task Execution Not enough data Not enough data Cross-system Integration Not enough data Not enough data Adaptive Learning Not enough data Not enough data Proactive Assistance Not enough data Not enough data Access Software Pairing 8.1(won by default) 54 Not enough data Browser Extension 7.9(won by default) 47 Not enough data Individual Download 7.8(won by default) 48 Not enough data Advanced Features Hold Music 8.9(won by default) 60 Not enough data Automated Attendants 8.6(won by default) 53 Not enough data VOiP Number 9.1(won by default) 61 Not enough data Additional Functionality Live Chat Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Customizable Reports Not enough data Not enough data Call Tracking Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Real-Time Data Not enough data Not enough data Purchasing & Receiving Not enough data Not enough data Employee Directory Not enough data Not enough data AI Copilot Not enough data Not enough data Activity Tracking Not enough data Not enough data Collaboration Tools Not enough data Not enough data Call Scripting Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Call Recording Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Virtual Call Center Not enough data Not enough data Activity Dashboard Not enough data Not enough data Reporting & Statistics Not enough data Not enough data CRM Not enough data Not enough data Auto-Dialer Not enough data Not enough data Generative AI Not enough data Not enough data Contact Database Not enough data Not enough data Call Transfer Not enough data Not enough data Call Reporting Not enough data Not enough data Call Logging Not enough data Not enough data Voice Mail Not enough data Not enough data Caller ID Not enough data Not enough data Customizable Caller ID Not enough data Not enough data Mobile Access Not enough data Not enough data Callback Scheduling Not enough data Not enough data IVR Not enough data Not enough data API Not enough data Not enough data Interaction Tracking Not enough data Not enough data Call Routing Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Video Conferencing Not enough data Not enough data Call Conferencing Not enough data Not enough data Call Disposition Not enough data Not enough data Predictive Dialer Not enough data Not enough data Spam Blocker Not enough data Not enough data On-Demand Recording Not enough data Not enough data Caller Profiles Not enough data Not enough data Multiple User Accounts Not enough data Not enough data VoIP Connection Not enough data Not enough data Conferencing Not enough data Not enough data Text to Speech Not enough data Not enough data Reporting/Analytics Not enough data Not enough data VoIP Not enough data Not enough data Call Queues Not enough data Not enough data Call Screening Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Online Voice Transmission Not enough data Not enough data Unified Communications Not enough data Not enough data Voicemail Transcription Not enough data Not enough data AI Voice Assistants[Hide 6 FeaturesShow 6 Features](javascript:void(0);) 8.7 11 Not enough data Voice Recognition - AI Voice Assistants Voice Recognition 8.5(won by default) 8 Not enough data Speech Synthesis - AI Voice Assistants Speech Synthesis 9.0(won by default) 8 Not enough data Customizable speech 8.5(won by default) 8 Not enough data Multiple voice actions 8.8(won by default) 8 Not enough data Security and privacy - AI Voice Assistants Encrypted communication 8.8(won by default) 8 Not enough data Compatibility - AI Voice Assistants Cross platform compatibility 8.8(won by default) 8 Not enough data Genesys AppFoundry Marketplace[Hide 6 FeaturesShow 6 Features](javascript:void(0);) 8.3 5 Not enough data Agentic AI - Genesys AppFoundry Marketplace Natural Language Interaction 8.3(won by default) 5 Not enough data Autonomous Task Execution Not enough data Not enough data Cross-system Integration Not enough data Not enough data Adaptive Learning Not enough data Not enough data Proactive Assistance Not enough data Not enough data Decision Making Not enough data Not enough data Outbound Call Tracking[Hide 51 FeaturesShow 51 Features](javascript:void(0);) 8.4 69 Not enough data Agentic AI - Outbound Call Tracking Autonomous Task Execution 6.2(won by default) 10 Not enough data Natural Language Interaction Feature Not Available Not enough data Calling Record Calls 9.4(won by default) 62 Not enough data Generate Location 8.6(won by default) 54 Not enough data Call Types 8.8(won by default) 60 Not enough data Click-to-Call 8.8(won by default) 60 Not enough data Auto Dialer 8.9(won by default) 12 Not enough data Contacts Personalization 8.6(won by default) 57 Not enough data Information Locater 8.6(won by default) 57 Not enough data Record Prospect Data 8.4(won by default) 54 Not enough data Contact Management Not enough data Not enough data Insights Notes 8.5(won by default) 55 Not enough data Automated Voicemails 8.5(won by default) 57 Not enough data Automated Emails 8.1(won by default) 52 Not enough data Sorts Prospects 8.1(won by default) 51 Not enough data Automated Note Taking 8.1(won by default) 9 Not enough data Daily Summary Feature Not Available Not enough data AI/Machine Learning Not enough data Not enough data Additional Functionality Meeting Management Not enough data Not enough data AI Copilot Not enough data Not enough data Reminders Not enough data Not enough data Recommendations Not enough data Not enough data Lead Distribution Not enough data Not enough data Workflow Management Not enough data Not enough data Performance Management Not enough data Not enough data Dashboard Not enough data Not enough data Email Management Not enough data Not enough data Lead Management Not enough data Not enough data Activity Tracking Not enough data Not enough data Email Templates Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Customizable Fields Not enough data Not enough data Sales Pipeline Management Not enough data Not enough data Generative AI Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Call Monitoring Not enough data Not enough data Lead Capture Not enough data Not enough data Deal Management Not enough data Not enough data Call List Management Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Call Recording Not enough data Not enough data For Contact Centers Not enough data Not enough data CRM Not enough data Not enough data Data Management Not enough data Not enough data Calendar Management Not enough data Not enough data Chat/Messaging Not enough data Not enough data Lead Qualification Not enough data Not enough data API Not enough data Not enough data Task Management Not enough data Not enough data Interaction Tracking Not enough data Not enough data Reporting & Statistics Not enough data Not enough data UCaaS Platforms[Hide 51 FeaturesShow 51 Features](javascript:void(0);) 8.7 67 Not enough data Agentic AI - UCaaS Platforms Autonomous Task Execution Not enough data Not enough data Cross-system Integration Not enough data Not enough data Adaptive Learning Not enough data Not enough data Natural Language Interaction Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Extensions Tenancy Flexibility 8.9(won by default) 43 Not enough data Native VoIP 9.3(won by default) 47 | Verified Not enough data CCaaS Option 9.1(won by default) 52 | Verified Not enough data Features Voicemail to Email 8.6(won by default) 39 Not enough data Voicemail to SMS 8.1(won by default) 33 Not enough data File Sharing 8.2(won by default) 35 | Verified Not enough data Voice Conferencing 9.2(won by default) 36 | Verified Not enough data Video Conferencing 8.9(won by default) 33 | Verified Not enough data Conference Transcripts Feature Not Available Not enough data Electronic Faxes Not enough data Not enough data IVR Not enough data Not enough data Video Call Recording Not enough data Not enough data Customizable Reports Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Meeting Management Not enough data Not enough data Screen Sharing Not enough data Not enough data Two-Way Audio & Video Not enough data Not enough data Virtual Voicemail Not enough data Not enough data Additional Functionality Trend Analysis Not enough data Not enough data Generative AI Not enough data Not enough data Voice Mail Not enough data Not enough data SSL Security Not enough data Not enough data Caller ID Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Activity Tracking Not enough data Not enough data Interaction Tracking Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Virtual Backgrounds Not enough data Not enough data Mobile Access Not enough data Not enough data Contact Management Not enough data Not enough data Call Center Management Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Call Tracking Not enough data Not enough data Call Transfer Not enough data Not enough data Group Messaging Not enough data Not enough data Call Recording Not enough data Not enough data AI Copilot Not enough data Not enough data Call Monitoring Not enough data Not enough data Task Management Not enough data Not enough data SMS Messaging Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Activity Dashboard Not enough data Not enough data Call Routing Not enough data Not enough data Multi-User Collaboration Not enough data Not enough data Single Sign On Not enough data Not enough data Chat/Messaging Not enough data Not enough data Show 4 feature categories with incomplete data Artificial Intelligence[Hide 37 FeaturesShow 37 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Tagging Not enough data Not enough data Natural Language Processing Not enough data Not enough data Data Extraction Not enough data Not enough data Multi-Language Not enough data Not enough data Predictive Analytics Not enough data Not enough data Drag & Drop Not enough data Not enough data Speech Recognition Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Data Storage Management Not enough data Not enough data Virtual Personal Assistant (VPA) Not enough data Not enough data AI Copilot Not enough data Not enough data Customer Segmentation Not enough data Not enough data Collaboration Tools Not enough data Not enough data Data Import/Export Not enough data Not enough data Generative AI Not enough data Not enough data For eCommerce Not enough data Not enough data Role-Based Permissions Not enough data Not enough data Customizable Branding Not enough data Not enough data Search/Filter Not enough data Not enough data Monitoring Not enough data Not enough data Document Management Not enough data Not enough data API Not enough data Not enough data Data Visualization Not enough data Not enough data Trend Analysis Not enough data Not enough data Machine Learning Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Performance Metrics Not enough data Not enough data Real-Time Data Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Mobile App Not enough data Not enough data Multiple Data Sources Not enough data Not enough data For Sales Teams/Organizations Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Activity Dashboard Not enough data Not enough data Chatbot Not enough data Not enough data Workflow Automation Not enough data Not enough data Call & Contact Center[Hide 47 FeaturesShow 47 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Call Reporting Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Call Whispering Not enough data Not enough data Callback Scheduling Not enough data Not enough data CRM Not enough data Not enough data Call Tagging Not enough data Not enough data Dashboard Not enough data Not enough data Call Recording Not enough data Not enough data Alerts/Escalation Not enough data Not enough data AI Copilot Not enough data Not enough data Call Transcription Not enough data Not enough data Queue Management Not enough data Not enough data Manual Dialer Not enough data Not enough data Call Tracking Not enough data Not enough data Auto-Dialer Not enough data Not enough data Call Monitoring Not enough data Not enough data Activity Tracking Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Contact Management Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Progressive Dialer Not enough data Not enough data Voice Recognition Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Monitoring Not enough data Not enough data IVR Not enough data Not enough data Call Logging Not enough data Not enough data Chatbot Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Outbound Call Center Not enough data Not enough data Interaction Tracking Not enough data Not enough data Voice Mail Not enough data Not enough data Call Routing Not enough data Not enough data Automated Responses Not enough data Not enough data API Not enough data Not enough data Call Transfer Not enough data Not enough data AI Summarization Not enough data Not enough data Call Center Management Not enough data Not enough data Inbound Call Center Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Chat/Messaging Not enough data Not enough data Predictive Dialer Not enough data Not enough data Blended Call Center Not enough data Not enough data Caller ID Not enough data Not enough data Generative AI Not enough data Not enough data Performance Management Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Call Scripting Not enough data Not enough data Collaboration & Productivity[Hide 45 FeaturesShow 45 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Third-Party Integrations Not enough data Not enough data To-Do List Not enough data Not enough data @mentions Not enough data Not enough data Single Sign On Not enough data Not enough data File Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Drag & Drop Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Prioritization Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Screen Sharing Not enough data Not enough data Content Management Not enough data Not enough data Brainstorming Not enough data Not enough data AI Copilot Not enough data Not enough data File Transfer Not enough data Not enough data Calendar Management Not enough data Not enough data Status Tracking Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Version Control Not enough data Not enough data Task Management Not enough data Not enough data Activity Tracking Not enough data Not enough data Real Time Editing Not enough data Not enough data Communication Management Not enough data Not enough data Chat/Messaging Not enough data Not enough data Tagging Not enough data Not enough data Generative AI Not enough data Not enough data Assignment Management Not enough data Not enough data Task Scheduling Not enough data Not enough data Project Management Not enough data Not enough data Collaboration Tools Not enough data Not enough data Workflow Management Not enough data Not enough data Secure Data Storage Not enough data Not enough data File Sharing Not enough data Not enough data Document Storage Not enough data Not enough data Task Progress Tracking Not enough data Not enough data Discussions/Forums Not enough data Not enough data Commenting/Notes Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Contact Management Not enough data Not enough data Video Conferencing Not enough data Not enough data Progress Tracking Not enough data Not enough data Mobile Access Not enough data Not enough data API Not enough data Not enough data Document Management Not enough data Not enough data Customizable Branding Not enough data Not enough data AI Agents[Hide 7 FeaturesShow 7 Features](javascript:void(0);) Not enough data Not enough data Agentic AI - AI Agents Autonomous Task Execution Not enough data Not enough data Multi-step Planning Not enough data Not enough data Cross-system Integration Not enough data Not enough data Adaptive Learning Not enough data Not enough data Natural Language Interaction Not enough data Not enough data Proactive Assistance Not enough data Not enough data Decision Making Not enough data Not enough data User Insights Reviewers' Company Size [![Genesys Cloud CX](https://images.g2crowd.com/uploads/product/hd_favicon/cca7778a7f52f5a71782576104666b99/genesys-cloud-cx.svg "Genesys Cloud CX")](https://www.g2.com/products/genesys-cloud-cx/reviews) Genesys Cloud CX Small-Business(50 or fewer emp.) 13.6% Mid-Market(51-1000 emp.) 45.9% Enterprise(\> 1000 emp.) 40.5% [![ZIWO](https://images.g2crowd.com/uploads/product/hd_favicon/2d2a9e60538f664599303b3f79d67d28/ziwo.svg "ZIWO")](https://www.g2.com/products/ziwo/reviews) ZIWO Small-Business(50 or fewer emp.) 8.1% Mid-Market(51-1000 emp.) 39.2% Enterprise(\> 1000 emp.) 52.7% Small-Business (50 or fewer emp.) 13.6% 8.1% Mid-Market (51-1000 emp.) 45.9% 39.2% Enterprise (\> 1000 emp.) 40.5% 52.7% Reviewers' Industry [![Genesys Cloud CX](https://images.g2crowd.com/uploads/product/hd_favicon/cca7778a7f52f5a71782576104666b99/genesys-cloud-cx.svg "Genesys Cloud CX")](https://www.g2.com/products/genesys-cloud-cx/reviews) Genesys Cloud CX Information Technology and Services 10.7% Financial Services 10.2% Telecommunications 5.9% Consumer Services 5.1% Insurance 4.7% Other 63.4% [![ZIWO](https://images.g2crowd.com/uploads/product/hd_favicon/2d2a9e60538f664599303b3f79d67d28/ziwo.svg "ZIWO")](https://www.g2.com/products/ziwo/reviews) ZIWO Financial Services 47.3% Consumer Services 18.9% Real Estate 5.4% Banking 2.7% Business Supplies and Equipment 2.7% Other 23.0% FAQs ## Genesys Cloud CX vs ZIWO FAQs Generated using AI Last updated: August 16, 2026 ### What is the difference between Genesys Cloud CX vs ZIWO? Genesys Cloud CX and ZIWO differ most clearly in reviewer satisfaction, with ZIWO holding a higher G2 rating and stronger scores across all key dimensions. | [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) | [ZIWO](https://www.g2.com/products/ziwo/reviews) | | --- | --- | | 4.4/5 (1558 reviews) | 4.9/5 (79 reviews) | | Enterprise | Mid-Market | | 8.4 | 9.8 | | 8.2 | 9.7 | | Ease of Use (144 all-time mentions) | Ease of Use (40 all-time mentions) | ### How do the pricing models of Genesys Cloud CX and ZIWO compare? ZIWO is rated higher for value, with a stronger Price/Cost satisfaction score than Genesys Cloud CX. - **Genesys Cloud CX:** In recent reviews, several reviewers note that while the platform is robust, the cost can become high with additional feature add-ons and complexity. - **ZIWO:** Reviewers consistently highlight satisfaction with value, ease of use, and implementation, with no negative sentiment about pricing. ### What are the best alternatives to Genesys Cloud CX and ZIWO? The top three alternatives to Genesys Cloud CX and ZIWO are Maqsam, Five9 Intelligent Cloud Contact Center Platform, and Talkdesk. | Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength | | --- | --- | --- | --- | --- | | [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) | 4.4/5 (1558 reviews) | Enterprise | Cost can be high with add-ons | Ease of Use (144 all-time mentions) | | [ZIWO](https://www.g2.com/products/ziwo/reviews) | 4.9/5 (79 reviews) | Mid-Market | Reviewers satisfied with value | Ease of Use (40 all-time mentions) | | [Maqsam](https://www.g2.com/products/maqsam/reviews) | 4.7/5 (105 reviews) | Small-Business | — | — | | [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) | 4.1/5 (625 reviews) | Mid-Market | — | — | | [Talkdesk](https://www.g2.com/products/talkdesk/reviews) | 4.4/5 (2586 reviews) | Small-Business | — | — | ### Which AI Customer Support Agents features should I prioritize when comparing Genesys Cloud CX and ZIWO? Buyers comparing Genesys Cloud CX and ZIWO should prioritize Ease of Use, Ease of Setup, Quality of Support, Integrations, and Feature Breadth. - **Ease of Use:** Genesys Cloud CX 8.9, ZIWO 9.9 - **Ease of Setup:** Genesys Cloud CX 8.4, ZIWO 9.8 - **Quality of Support:** Genesys Cloud CX 8.2, ZIWO 9.7 - **Integrations:** Genesys Cloud CX (51 all-time mentions), ZIWO (4 all-time mentions) - **Feature Breadth:** Genesys Cloud CX offers Email, Live Chat, Mobile SMS, and Social, which are not listed for ZIWO ### What are the pros and cons of Genesys Cloud CX vs ZIWO? ZIWO's headline strength is ease of use and implementation, while Genesys Cloud CX stands out for feature breadth and integrations. - **Genesys Cloud CX strengths:** Ease of Use (144 all-time mentions), Features (103), Reliability (76), Integrations (51), Flexibility (52), Customer Support (54) - **Genesys Cloud CX trade-offs:** Limited Features (58), Missing Features (55), Complexity (42), Cost can be high with add-ons - **ZIWO strengths:** Ease of Use (40), Easy Implementation (27), Customer Support (25), Call Quality, Easy Integrations - **ZIWO trade-offs:** Occasional technical issues, connection drops, and rare complexity or unreliability mentions ### Is Genesys Cloud CX or ZIWO better for small businesses? ZIWO is the better fit for small businesses, with a higher Ease of Use score and a strong presence in the Mid-Market segment. - **Genesys Cloud CX:** Largest segment is Enterprise; reviewers highlight robust features but note complexity and a learning curve. - **ZIWO:** Largest segment is Mid-Market; reviewers consistently praise ease of use, quick setup, and strong support, making it attractive for smaller organizations. ### Which AI Customer Support Agents platform has better integrations? Genesys Cloud CX is favored for integrations, with more reviewer-cited mentions and broader integration capabilities. - **Genesys Cloud CX:** Integrations mentioned in 51 all-time reviews, with frequent references to CRM and third-party database integrations. - **ZIWO:** Integrations mentioned in 4 all-time reviews, with recent praise for Hubspot integration and ease of connecting to back-office tools. ### How do Genesys Cloud CX and ZIWO compare on customer support? ZIWO outperforms Genesys Cloud CX on Quality of Support by a material margin of 1.5 points (9.7 vs 8.2). - **Genesys Cloud CX:** Reviewers describe support as helpful and reliable, but some note complexity and occasional delays in advanced support. - **ZIWO:** Reviewers consistently praise responsive, effective support, with many citing quick resolutions and a supportive team. ### Which is easier to implement, Genesys Cloud CX or ZIWO? ZIWO is easier to implement, with a 1.4-point advantage in Ease of Setup (9.8 vs 8.4). - **Genesys Cloud CX:** Reviewers note a straightforward setup for basic use, but mention a learning curve and complexity for advanced features. - **ZIWO:** Reviewers consistently highlight quick, easy implementation and minimal setup challenges. ### Which product has better Integration? Genesys Cloud CX has better Integration, with more reviewer-cited mentions and broader integration capabilities. - **Genesys Cloud CX:** Integrations mentioned in 51 all-time reviews; offers open APIs and integration with CRMs and third-party databases. - **ZIWO:** Integrations mentioned in 4 all-time reviews; reviewers note ease of integration with Hubspot and back-office tools. 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