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Compare Genesys Cloud CX and Koncert 
Featured Products
At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
No pricing available
Contact Us
Genesys Cloud CX
Star Rating
(1,492)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXKoncert
Star Rating
(398)4.6 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in providing a comprehensive platform that integrates multiple communication channels, including voice, chat, email, and messaging. Users appreciate how this integration simplifies workflows, making it easier for agents to manage customer interactions in one place.
- Users say that Koncert stands out for its AI-facilitated dialer system, which significantly boosts productivity by enabling sales teams to make multiple calls quickly. This feature is particularly praised for saving time and enhancing outreach efforts, allowing users to connect with a larger number of prospects efficiently.
- Reviewers mention that while Genesys Cloud CX has a solid overall user satisfaction score, some users find it challenging to customize the platform to fit their specific needs. This can lead to configuration difficulties, which may impact the user experience for some teams.
- According to verified reviews, Koncert's ability to coordinate with various CRM solutions is a major advantage, as it facilitates proper contact management and leads tracking. This integration helps streamline the sales process, making it easier for users to manage their outreach efforts.
- G2 reviewers highlight that Genesys Cloud CX offers robust analytics and customizable dashboards, which are beneficial for monitoring performance and making data-driven decisions. Users find these features particularly useful in a contact center environment, where tracking metrics is crucial for success.
- Users express that while Koncert has a higher rating for quality of support, Genesys Cloud CX still provides valuable resources, though some users feel that the support could be more responsive. This difference in support quality can influence user satisfaction and overall experience with the platforms.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableKoncert
Melody
Contact Us
AI Flow Dialer - Single Line Power Dialer
- CORE FEATURES / INTEGRATIONS
- Quick Connect
- Click To Call on the call list screen
Free Trial
Genesys Cloud CX
Free Trial is available
Koncert
Free Trial is available
Ratings
Meets Requirements
8.6
1,039
9.2
345
Ease of Use
8.9
1,072
9.1
348
Ease of Setup
8.4
636
8.9
164
Ease of Admin
8.4
587
8.9
68
Quality of Support
8.2
996
9.4
334
Has the product been a good partner in doing business?
8.5
581
9.8
67
Product Direction (% positive)
8.7
941
9.6
333
Features by Category
Communication
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
Not enough data
Not enough data
Content Management
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
Productivity Tools
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
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Lead Intelligence
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Lead Management
Not enough data
9.1
18
Not enough data
9.2
16
Not enough data
Feature Not Available
Marketing Campaigns
Not enough data
9.0
15
Not enough data
8.7
13
Not enough data
8.9
16
Not enough data
9.8
10
Not enough data
9.1
16
Campaign Execution
Not enough data
Feature Not Available
Not enough data
9.6
17
Not enough data
9.3
16
Not enough data
8.3
9
Agentic AI - Account Data Management
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
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
Lead Generation
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
Lead Facilitation
Not enough data
Feature Not Available
Not enough data
8.8
12
Not enough data
Feature Not Available
Not enough data
9.1
18
Organization
Not enough data
9.1
18
Not enough data
9.3
19
Not enough data
9.2
17
Performance Analysis
Not enough data
9.1
21
Not enough data
9.8
21
Sales Analysis
Not enough data
8.7
19
Not enough data
9.1
19
Generative AI
Not enough data
9.3
15
Not enough data
9.4
15
Agentic AI - AI Sales Assistant
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
Integrated Workflows
Not enough data
9.0
97
|
Verified
Not enough data
8.3
81
|
Verified
Not enough data
9.3
112
|
Verified
Not enough data
8.6
85
|
Verified
Not enough data
9.2
109
|
Verified
Not enough data
8.1
44
Not enough data
8.3
45
Repeatability and Reportability
Not enough data
8.4
93
|
Verified
Not enough data
8.8
95
|
Verified
Not enough data
8.9
94
|
Verified
Not enough data
8.8
90
Not enough data
7.9
41
AI and Automation
Not enough data
8.4
43
Not enough data
8.2
41
Not enough data
8.6
46
Not enough data
7.6
40
Not enough data
8.2
33
Generative AI
Not enough data
8.0
35
Agentic AI - Sales Engagement
Not enough data
6.9
8
Not enough data
6.9
8
Not enough data
8.0
10
Not enough data
6.1
9
Not enough data
6.4
7
Not enough data
6.7
8
Not enough data
7.2
9
Dialing Options
8.9
143
9.2
126
8.9
127
9.1
124
9.2
6
Not enough data
Agent Tools
8.6
123
8.4
111
8.6
136
8.4
114
9.2
160
9.0
126
Automation
8.6
120
8.5
115
9.2
145
8.2
108
8.7
107
Feature Not Available
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
Visual Tools
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Office Customization
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Guest Tools
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Collaboration Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Agentic AI - Virtual Workspaces
Not enough data
Not enough data
Not enough data
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
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
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
60
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
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
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 - Lead Scoring
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Attribution
Not enough data
10.0
7
Not enough data
9.8
7
Not enough data
10.0
6
Discovery
Not enough data
10.0
7
Not enough data
10.0
7
Not enough data
10.0
7
Management
Not enough data
10.0
7
Not enough data
10.0
7
Platform
Not enough data
10.0
7
Not enough data
10.0
7
Agentic AI - Salesforce AppExchange Apps
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
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 - Email Tracking
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
Analytics
Not enough data
9.5
26
Not enough data
9.1
23
Not enough data
8.9
25
Customizations
Not enough data
9.5
29
Not enough data
9.0
28
Not enough data
9.0
26
Not enough data
9.0
26
Not enough data
9.5
28
Generative AI
Not enough data
Feature Not Available
Agentic AI - Outbound Call Tracking
6.2
10
7.3
5
6.2
10
7.0
5
Calling
9.4
60
9.0
141
8.6
54
9.0
91
8.8
59
9.2
142
8.8
59
9.2
143
8.7
10
9.6
8
Contacts
8.6
57
8.9
142
8.5
56
8.9
134
8.4
54
9.0
141
Insights
8.5
55
9.1
153
8.9
57
9.4
149
8.5
57
9.0
136
8.1
52
7.8
75
8.1
51
8.6
128
8.1
9
6.9
6
Agentic AI - Sales Coaching
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Training
Not enough data
8.9
15
Not enough data
8.0
15
Not enough data
7.9
12
Not enough data
8.3
11
Feedback
Not enough data
8.9
14
Not enough data
8.7
13
Not enough data
8.3
11
Not enough data
8.8
11
Not enough data
9.2
10
Not enough data
8.8
11
Not enough data
8.2
10
Generative AI
Not enough data
7.7
8
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.6
19
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Not enough data
Automation
8.2
20
Not enough data
8.2
19
Not enough data
7.5
19
Not enough data
Autonomy
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and Koncert are categorized as Auto Dialer and Outbound Call Tracking
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Conversational Marketing, Social Customer Service, Live Chat, VoIP Providers, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, and Co-Browsing
Koncert is categorized as Sales Engagement, AI Sales Assistant, Account Data Management, Sales Coaching, Lead Scoring, Email Tracking, Salesforce AppExchange Apps, and Virtual Workspaces
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Koncert
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
63.5%
Computer Software
28.6%
Information Technology and Services
25.5%
Computer & Network Security
5.2%
Marketing and Advertising
4.1%
Financial Services
3.9%
Other
32.7%
Alternatives
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
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
Does Koncert dial prospect numbers multiple times in a row in a given session? I've had prospects tell me I called them several times in a row (back to back)
2 Comments
LB
If you have multiple phone numbers for the same prospect, you can select that only one or all numbers be called. If you select all, they can get multiple...Read more
Koncert has no more discussions with answers
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