Fullstory vs Genesys Cloud CX
Fullstory
fullstory.com
Genesys Cloud CX
genesys.comSide by side
| Figure | Fullstory | Genesys Cloud CX |
|---|---|---|
| Price from | Free | $75/mo |
| Free plan | Yes | — |
| 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 | 6 | 4 |
| Spec score · Customer Journey Analytics Software | 8.7 (#4) | 9.0 (#2) |
| Company facts | LinkedIn lists Fullstory as privately held, founded in 2014, headquartered in Atlanta, Georgia, with 501–1,000 employees. | Genesys is privately held, headquartered in Menlo Park, California, and LinkedIn lists 5,001–10,000 employees. |
| Free plan | Yes | No |
| Integrations | Fullstory offers an out-of-the-box partner ecosystem, an open API, webhooks, JavaScript and HTTP APIs, plus data-layer capture for analytics platforms. | Genesys advertises more than 600 turnkey applications and integrations from over 300 partners through AppFoundry. |
| Rating on Gartner Peer Insights | 4.4 out of 5 from 46 reviews | 4.6 out of 5 from 1,189 ratings |
| Security certifications | The Trust Center lists SOC 2, SOC 3, ISO 27001, ISO 27701, ISO 27017, ISO 27018, ISO 42001, GDPR and CCPA frameworks. | Genesys lists GDPR, HIPAA, FedRAMP, PCI DSS, ISO/IEC 27001, ISO/IEC 27017, ISO/IEC 27018, SOC 1 Type 2, SOC 2 Type 2 and SOC 3 Type 2 among its compliance programs. |
| Self-hosting | Fullstory itself is SaaS; customers can run an on-premise open-source Relay reverse proxy that forwards traffic to Fullstory servers. | Genesys Cloud is presented as a hosted cloud subscription with web and desktop clients rather than a self-hosted deployment. |
| System requirements | The developer guide directs Browser API version 2 users to a dedicated system-requirements page before implementation. | The desktop client requires a 64-bit operating system, at least 4 GB RAM, a dual-core processor and 400 MB disk space; Windows 11 and recent macOS releases are supported. |
| What it does | Fullstory is a cloud behavioral-data platform that captures interactions across websites and mobile apps and combines replay, analytics, funnels, heatmaps, guides, surveys and warehouse export. | Genesys Cloud CX is a cloud contact-center platform combining customer interactions, workforce tools, analytics and automation in one system. |
Plans
Fullstory
- FullstoryFreeFree
- FullstoryFreeFree
- AdvancedPriced on request
- BusinessPriced on request
- Data DirectPriced on request
- EnterprisePriced on request
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
Fullstory
Fullstory is a behavioral analytics platform for businesses examining customer experiences across websites, web apps, and mobile apps. It brings together session replay, heatmaps, watched elements, tabbed browsing, and developer tools. Analytics features include dashboards, journey maps, conversion funnels, user segments and cohorts, mobile analytics, guides and surveys, and sentiment signals. Fullcapture collects behavior from web and mobile apps into a single stream processed on the server. Mobile replay reconstructs sessions from draw instructions rather than screenshots and supports iOS, Android, Flutter, React Native, and Cordova/Capacitor. Teams can add custom event data through webhooks and JavaScript or HTTP APIs. Privacy controls allow captured elements to be masked or excluded, using either non-technical rules or code-first controls. A new account's 14-day trial includes up to 5,000 sessions, two weeks of replay and analytics retention, and 20 user seats. FullstoryFree lists 30,000 sessions, 10 seats, and one-year replay and analytics retention; its price is not listed. If its monthly session limit is exceeded, existing sessions remain accessible, but new ones stop until the next cycle or an upgrade.
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.