Genesys Cloud CX vs Luware Nimbus
Genesys Cloud CX
genesys.com
Luware Nimbus
luware.comSide by side
| Figure | Genesys Cloud CX | Luware Nimbus |
|---|---|---|
| Price from | $75/mo | $85/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 4 | 8 |
| Spec score · Call Center Software | 9.3 (#1) | 8.8 (#15) |
| Spec score · Omnichannel Contact Center Software | 9.1 (#3) | 9.0 (#4) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.1 (#3) | 8.9 (#4) |
| Founded | Gartner lists Genesys as founded in 1990. | 2010 |
| Free plan | No | No |
| Headquarters | Menlo Park, California, United States | Zurich, Switzerland |
| Integrations | Genesys advertises more than 600 turnkey applications and integrations from over 300 partners through AppFoundry. | The product connects to CRM and ticketing systems through Power Automate, and offers Power BI/OData reporting, website widgets and CRM screen pops. |
| Public API | The Genesys Cloud Platform API can control all aspects of a Genesys Cloud environment, including provisioning, configuration and integrations. | A public REST API manages Nimbus users, services, virtual users and license contingencies. |
| Rating on Capterra | 4.3 out of 5 from 269 reviews | 4.4 out of 5 from 7 reviews |
| Rating on G2 | 4.0 out of 5 from 1,580 reviews | 4.4 out of 5 from 8 reviews |
| Rating on Gartner Peer Insights | 4.6 out of 5 from 1,189 ratings | No reviews yet; the product page reports no peer rating |
| Security certifications | 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. | Luware states that Nimbus is covered by SOC 2 Type II and ISO 27001 certifications, with Microsoft 365 certification claims. |
| What it does | Genesys Cloud CX is a cloud contact-center platform combining customer interactions, workforce tools, analytics and automation in one system. | Luware Nimbus is a cloud customer-experience and contact-center platform that turns Microsoft Teams into a hub for helpdesks, reception, branches and contact centers. |
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
Luware Nimbus
- Advanced Routing$85 a month
- Enterprise Routing$170 a month
- Contact Center$85 a month
- Nimbus CapturePriced on request
- Advanced RoutingPriced on request
- Contact CenterPriced on request
- Attendant ConsolePriced on request
- Enterprise RoutingPriced on request
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.
Luware Nimbus
Luware Nimbus is a cloud customer experience and contact center platform built around Microsoft Teams. It handles phone calls, live chat, email, and social media, routing calls and tasks by agent skills, caller priority, or custom parameters such as country code. A drag-and-drop workflow editor supports process setup, while live and historical analytics cover call volume, presence, workload, and service lines. CRM and ticketing connections use Power Automate; listed CRM integrations include Salesforce, Zendesk, HubSpot, and ServiceNow. Luware also documents an OData API for integrations and reporting. Hosting instances are offered within Microsoft Azure, and the product page states 99.99% availability. Pricing starts at $85/user · 30-day trial. Listed plans include Advanced Routing at $85 a month and Enterprise Routing at $170 a month, each for 25 services or more; Contact Center is $85 a month for up to 199 users. Full use requires Microsoft Teams and Microsoft Teams Phone. The Teams mobile app supports core tasks such as answering calls; full service management is available on desktop or web.