Agentforce Contact Center vs Genesys Cloud CX
Agentforce Contact Center
salesforce.com
Genesys Cloud CX
genesys.comSide by side
| Figure | Agentforce Contact Center | Genesys Cloud CX |
|---|---|---|
| Price from | $50/mo | $75/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 5 | 4 |
| Spec score · Call Center Software | 9.2 (#3) | 9.3 (#1) |
| Spec score · Omnichannel Contact Center Software | 9.3 (#1) | 9.1 (#3) |
| Spec score · Call & Contact Center Software | 9.3 (#1) | 9.0 (#3) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.3 (#1) | 9.1 (#3) |
| Spec score · Call Center CRM Software | 9.3 (#1) | 9.1 (#4) |
| Company headquarters | Salesforce is headquartered in San Francisco, California. | Genesys lists its headquarters in Menlo Park, California. |
| Founded | 1999 | Gartner lists Genesys as founded in 1990. |
| Free plan | No | No |
| Headquarters | San Francisco, California, United States | Menlo Park, California, United States |
| Rating on Apple App Store | 4.8 out of 5 from 353K ratings for the Salesforce mobile app. | 4.4 out of 5 from 373 ratings for Genesys Cloud Associate |
| Rating on Capterra | 4.5 out of 5 from 832 reviews for Salesforce Service Cloud. | 4.3 out of 5 from 269 reviews |
| Rating on G2 | 4.4 out of 5 from 8,448 reviews for Salesforce Service Cloud. | 4.0 out of 5 from 1,580 reviews |
| Rating on Gartner Peer Insights | 4.3 out of 5 from 72 ratings for Salesforce Agentforce. | 4.6 out of 5 from 1,189 ratings |
| Rating on Google Play | 3.5 out of 5 from 59.9K reviews for the Salesforce mobile app. | 3.8 out of 5 from 156 reviews for Genesys Cloud Collaborate |
| Paid from | 75 | 75 |
| What it does | Agentforce Contact Center combines voice, digital channels, CRM data and AI agents in one Salesforce contact-center platform. | Genesys Cloud CX is a cloud contact-center platform combining customer interactions, workforce tools, analytics and automation in one system. |
| Workforce management | Yes | The platform provides employee performance, workforce management, forecasting, scheduling, monitoring and adherence capabilities. |
Plans
Agentforce Contact Center
- Agentforce Contact Center$125 a month
- Agentforce Contact Center Plus$250 a month
- Agentforce Contact Center Voice$75 a month
- Workforce Management$50 a month
- Workforce Management$50 a month
Genesys Cloud CX
- Genesys Cloud CX 1$75 a month
- Genesys Cloud CX 2$115 a month
- Genesys Cloud CX 3$155 a month
- Genesys Cloud CX 4$240 a month
In their own words
Agentforce Contact Center
Agentforce Contact Center is paid contact-center software for handling voice and digital customer requests. It runs on the web, iOS, and Android, with four request channels and tools for both customer service and workforce operations. Listed capabilities include outbound dialing, a shared inbox, customer and employee portals, a help center, a knowledge base, SLA management, and ticket and workflow automation. It also supports approval workflows, root-cause analysis, API access, offline mode, invoicing and payments, route optimization, and recurring jobs. Agentforce Contact Center costs $125 a month and includes native voice, digital channels, and AI enhancements. Contact Center Plus costs $250 a month and adds workforce and quality management. Contact Center Voice costs $75 a month, billed with Agentforce 1 Edition only; it includes unlimited platform voice minutes and directly integrated customer data. Workforce Management is $50 a month, with workforce planning, forecasting, and an intraday experience. There is no free plan.
Genesys Cloud CX
Genesys Cloud CX is a contact-center platform for voice and digital customer service. Its listed functions include inbound calling, outbound campaigns, IVR, skill-based routing, workforce management and team collaboration. Plan capabilities vary: the first tier focuses on voice, while higher plans add digital channels, omnichannel routing, quality assurance and compliance, knowledge, Agent Copilot, workforce management or predictive routing. The fourth plan includes 30 AI Experience tokens per named agent. The platform supports AI agents and guardrails governed across the service, and associate experience is available for workspace and mobile. It connects with Salesforce, ServiceNow, AppFoundry and open APIs, and runs on web, Windows, macOS, iOS and Android. Genesys describes its security, compliance and governance as enterprise-grade, but the supplied details do not specify encryption or particular certifications. Prices are based on an annual commitment, and usage-based pricing may apply. Genesys Cloud CX 1 costs $75 a month billed annually; the listed plans rise to 115.00, 155.00 and $240 a month billed annually. Support includes a ticket portal, knowledge network and phone representatives Monday–Friday, 8 a.m.–6 p.m. Pacific.