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At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Mid-Market (60.5% of reviews)
Entry-Level Pricing
No pricing available
Free 25 Licenses Free to Start
Genesys Cloud CX
Star Rating
(1,489)4.4 out of 5
Market Segments
Mid-Market (46.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXTalkdesk
Star Rating
(2,503)4.4 out of 5
Market Segments
Mid-Market (60.5% of reviews)
Pros & Cons
Entry-Level Pricing
Free 25 Licenses Free to Start
Browse all 5 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 Talkdesk shines in its ease of use, particularly for new agents. Reviewers highlight the quick setup process, allowing agents to start taking calls with minimal training. This user-friendly approach helps maintain organization and facilitates prompt responses to customer inquiries.
- According to verified reviews, Genesys Cloud CX offers robust analytics capabilities, with customizable dashboards that users find very useful for monitoring performance. This feature is particularly beneficial in a contact center environment, where data-driven insights can enhance decision-making.
- Reviewers mention that Talkdesk provides stable call quality, even during peak hours, which is crucial for maintaining customer satisfaction. Users appreciate the flexibility of call routing and IVR flows, allowing for a tailored customer experience that meets specific needs.
- G2 reviewers highlight that while Genesys Cloud CX has a strong overall satisfaction score, it faces challenges in specific areas like AI voice assistants, where it lags behind Talkdesk. This indicates that users may find Talkdesk's AI capabilities more advanced or better suited to their needs.
- Users report that both platforms have similar star ratings, but Genesys Cloud CX has a lower total number of reviews compared to Talkdesk. This suggests that while Genesys may have a solid user base, Talkdesk's larger volume of feedback could provide a more comprehensive view of user experiences and satisfaction.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableTalkdesk
Talkdesk Express™ | United States & Canada Small Business Exclusive
Free
25 Licenses Free to Start
Built for small businesses under 50 employees to serve customers like big brands—without the cost or complexity. With Talkdesk Express™, you get AI-powered customer service tools in one easy-to-use platform—so you can launch quickly, serve your customers better, and grow confidently, just like the big brands.
https://www.talkdesk.com/express/
- Talkdesk Express includes features for omnichannel communication (voice, email, chat, SMS, social media), built-in AI tools like intelligent routing and virtual agents, a low-code Studio for creating customer flows, reporting tools and dashboards, integration with other business systems, and a self-service portal for setup and training, all designed to be easily accessible for small businesses.
Free Trial
Genesys Cloud CX
Free Trial is available
Talkdesk
No trial information availableRatings
Meets Requirements
8.6
1,037
8.9
2,034
Ease of Use
8.9
1,070
9.1
2,044
Ease of Setup
8.4
634
8.8
1,068
Ease of Admin
8.4
586
8.9
930
Quality of Support
8.2
994
8.8
1,812
Has the product been a good partner in doing business?
8.5
580
8.9
914
Product Direction (% positive)
8.7
939
8.7
1,942
Features by Category
Messenger
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Not enough data
Channels
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Not enough data
Customers
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
143
9.2
320
8.9
127
9.2
293
9.2
6
8.3
9
Agent Tools
8.6
123
9.2
251
|
Verified
8.6
136
9.1
255
|
Verified
9.2
160
9.4
349
|
Verified
Automation
8.6
120
9.1
244
|
Verified
9.2
145
9.1
260
|
Verified
8.7
107
8.9
226
|
Verified
Agentic AI - Auto Dialer
9.2
6
8.1
9
8.6
6
8.5
9
AI Capabilities - Auto Dialer
Not enough data
8.3
9
Not enough data
8.1
9
8.7
5
8.5
9
Administration
Not enough data
9.1
168
Not enough data
9.1
161
Not enough data
9.1
164
Knowledge Management
Not enough data
9.2
163
Not enough data
9.1
160
Not enough data
9.2
165
Compliance
Not enough data
9.2
162
Not enough data
9.2
158
Not enough data
9.2
161
Not enough data
9.1
159
Customer Support
Not enough data
9.1
162
Not enough data
9.1
156
Not enough data
9.0
152
Data Security
Not enough data
9.2
149
Not enough data
9.2
150
Not enough data
9.3
158
Not enough data
9.3
146
Administration
Not enough data
9.1
169
Not enough data
9.3
181
Not enough data
9.2
188
Generative AI
Not enough data
8.8
53
Quality Assurance
8.7
157
9.2
372
8.6
148
9.0
343
7.7
159
8.9
380
Engagement
8.5
138
9.1
358
8.2
158
9.2
381
8.2
146
9.0
369
Performance
8.5
153
9.0
363
8.9
151
9.2
365
Generative AI
7.1
33
8.9
81
7.5
33
8.7
80
Channels
9.1
343
|
Verified
9.2
822
|
Verified
8.2
203
8.6
543
|
Verified
8.6
235
|
Verified
8.4
528
|
Verified
8.3
202
|
Verified
8.3
519
|
Verified
8.3
234
|
Verified
8.5
549
|
Verified
Generative AI
7.8
68
8.2
186
Functions
8.8
392
|
Verified
8.9
964
|
Verified
8.8
400
|
Verified
9.0
985
|
Verified
8.8
337
|
Verified
9.0
836
|
Verified
8.3
232
|
Verified
8.7
578
|
Verified
8.5
242
|
Verified
8.8
593
|
Verified
9.1
313
|
Verified
9.1
717
|
Verified
8.8
300
|
Verified
8.9
715
8.6
242
8.9
661
|
Verified
Agentic AI - Contact Center
6.7
10
8.3
32
8.0
11
8.7
32
7.1
11
8.5
32
6.7
10
8.4
32
Administrative
8.3
354
|
Verified
8.8
914
|
Verified
8.8
395
|
Verified
9.1
930
|
Verified
7.5
430
|
Verified
8.8
1018
|
Verified
8.8
285
|
Verified
9.1
717
|
Verified
8.4
256
8.8
579
|
Verified
ServiceNow Apps
Not enough data
9.4
45
Not enough data
9.5
44
Agentic AI - ServiceNow Store 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
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Not enough data
Platform
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Not enough data
Autonomy - AI Agents
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
56
Not enough data
8.9
59
Not enough data
9.0
56
Not enough data
8.5
59
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Workforce Management
8.7
171
9.3
261
|
Verified
8.6
161
9.1
242
|
Verified
8.5
152
8.8
211
|
Verified
8.2
150
8.9
221
|
Verified
8.0
118
8.8
217
|
Verified
Administration
8.1
144
9.0
240
|
Verified
8.5
163
9.2
258
|
Verified
8.4
170
9.2
261
|
Verified
7.9
143
8.7
211
|
Verified
8.5
152
9.0
218
|
Verified
Administration
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Not enough data
Security
9.3
24
Not enough data
9.4
23
Not enough data
Messaging Channels
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Not enough data
Administration
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Not enough data
Platform
8.7
146
8.3
189
7.8
131
7.9
198
8.8
165
8.8
221
9.2
167
9.0
223
8.8
162
9.0
222
9.2
160
8.9
212
9.1
162
8.8
214
Generative AI
7.6
60
7.8
100
Workforce Management
8.9
153
9.1
220
8.8
150
8.9
212
Call Center Infrastructure (CCI)
6.9
8
8.5
24
7.3
8
8.6
24
5.8
8
9.0
24
5.6
8
9.0
24
Administrative
9.0
159
9.2
224
8.2
160
8.9
228
Customer Support
9.0
35
8.4
75
8.9
36
8.3
76
8.5
34
8.4
76
Automation
8.7
33
8.2
74
8.6
37
8.4
75
9.0
35
8.4
75
Artificial Intelligence
9.0
35
8.2
76
8.8
35
8.5
75
9.0
33
8.2
71
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
8.6
16
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Not enough data
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
6.2
10
Not enough data
Calling
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
Not enough data
Contacts
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Not enough data
Insights
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
8.0
40
6.7
20
8.3
40
7.1
20
8.3
41
7.0
19
8.6
42
7.6
19
8.6
39
Customer Interaction Automation - AI Customer Support Agents
6.9
18
7.8
40
7.6
19
8.5
40
8.1
19
8.3
40
7.7
19
8.7
44
Automation
8.2
20
8.3
42
8.2
19
8.5
40
7.5
19
8.3
39
Autonomy
6.6
22
8.1
38
6.7
21
8.5
39
7.1
21
8.2
39
7.2
20
8.2
39
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 Talkdesk are categorized as AI Voice Assistants, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, AI Customer Support Agents, and Customer Service Automation
Unique Categories
Genesys Cloud CX is categorized as Genesys AppFoundry Marketplace, UCaaS Platforms, Conversational Marketing, Outbound Call Tracking, Social Customer Service, Live Chat, VoIP Providers, Proactive Notification, AI Agents For Business Operations, Chatbots, and Co-Browsing
Talkdesk is categorized as Contact Center Knowledge Base and ServiceNow Store Apps
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Talkdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
10.8%
Financial Services
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Consumer Services
10.0%
Computer Software
8.3%
Information Technology and Services
6.4%
Telecommunications
5.8%
Education Management
5.3%
Other
64.2%
Alternatives
Discussions
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We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
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Do you plan to have a mobile app for this?
3 Comments
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The Talkdesk mobile app is available for iOS and Android https://support.talkdesk.com/hc/en-us/articles/200588149-Do-you-have-a-mobile-app-Read more
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