Genesys Cloud CX vs GoTo Contact Center
Genesys Cloud CX
genesys.com
GoTo Contact Center
goto.comSide by side
| Figure | Genesys Cloud CX | GoTo Contact Center |
|---|---|---|
| Price from | $75/mo | $29.95/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| Linux | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 4 | 2 |
| Spec score · Call Center Software | 9.3 (#1) | 8.9 (#8) |
| Spec score · Omnichannel Contact Center Software | 9.1 (#3) | 8.7 (#6) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.1 (#3) | 8.6 (#8) |
| Spec score · Contact Center as a Service - Midmarket Software | 9.0 (#3) | 8.6 (#10) |
| Spec score · Call Center CRM Software | 9.1 (#4) | 8.6 (#6) |
| Headquarters | Menlo Park, California, United States | Boston, Massachusetts, United States |
| Integrations | Genesys advertises more than 600 turnkey applications and integrations from over 300 partners through AppFoundry. | Published integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow. |
| Rating on Apple App Store | 4.4 out of 5 from 373 ratings for Genesys Cloud Associate | 4.8 out of 5 from 143,000 ratings |
| Rating on Capterra | 4.3 out of 5 from 269 reviews | 4.5 out of 5 from 671 reviews |
| Rating on G2 | 4.0 out of 5 from 1,580 reviews | 4.4 out of 5 from 1,422 reviews |
| Rating on Gartner Peer Insights | 4.6 out of 5 from 1,189 ratings | 4.4 out of 5 from 0 reviews |
| Rating on Google Play | 3.8 out of 5 from 156 reviews for Genesys Cloud Collaborate | 4.8 out of 5 from 153,000 reviews |
| Self-hosting | Genesys Cloud is presented as a hosted cloud subscription with web and desktop clients rather than a self-hosted deployment. | The service is delivered as hosted SaaS and the published materials do not describe a self-hosted deployment. |
| System requirements | 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. | The GoTo desktop application supports Windows 10 or later and macOS 11 or later; a web version is also available. |
| What it does | Genesys Cloud CX is a cloud contact-center platform combining customer interactions, workforce tools, analytics and automation in one system. | GoTo Contact Center is a cloud-based, AI-powered omnichannel contact-center platform for customer communications and agent performance. |
Plans
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
GoTo Contact Center
- Contact CenterPriced on request
- GoTo Connect$29.95 a month
In their own words
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.
GoTo Contact Center
GoTo Contact Center is a cloud contact center for inbound and outbound calling, with omnichannel digital channels. Its Contact Center plan includes an agent dashboard, integrated softphone, AI chat analysis and supervisor reporting tools. Teams can assign skills, tag work and route calls by priority; other listed functions include call wrap-up, queue callbacks and an auto dialer. Supervisors can monitor and coach agents, and co-browsing is included. The product also offers an IVR builder, auto attendant, custom call routing, voicemail transcription and multiple business numbers. Real-time reporting and analytics help teams track performance, while intelligent routing and callback queues are intended to direct customers and reduce waiting. GoTo’s broader Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat and surveys. Integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow. The service runs on web, Windows, macOS, Android and iOS, with desktop and mobile apps available. Contact Center has no free plan; pricing is available on request. GoTo reports 99.999% availability for the cloud service.