Genesys Cloud CX vs Mitel CX
Genesys Cloud CX
genesys.comMitel CX
mitel.comSide by side
| Figure | Genesys Cloud CX | Mitel CX |
|---|---|---|
| Price from | $75/mo | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 4 | 4 |
| Spec score · Call Center Software | 9.3 (#1) | 8.5 (#26) |
| Company facts | Genesys is privately held, headquartered in Menlo Park, California, and LinkedIn lists 5,001–10,000 employees. | LinkedIn lists Mitel as privately held, founded in 1972, headquartered in Kanata, Ontario, with 1,001–5,000 employees. |
| Integrations | Genesys advertises more than 600 turnkey applications and integrations from over 300 partners through AppFoundry. | Mitel advertises CRM, ERP, front-office and back-office integrations plus workflow integrations. |
| Workspace Access | Associate experience is available for workspace and mobile. | Mitel documentation describes browser-based reporting and says Ignite is available in web versions; a SIP installation guide gives Windows installation instructions for the server software. |
| Rating on Apple App Store | 4.4 out of 5 from 373 ratings for Genesys Cloud Associate | 4.5 out of 5 from 4,800 ratings |
| Rating on G2 | 4.0 out of 5 from 1,580 reviews | 3.8 out of 5 from 3 reviews |
| Rating on Gartner Peer Insights | 4.6 out of 5 from 1,189 ratings | 4.9 out of 5 from 22 reviews |
| Security Compliance | The platform includes enterprise-grade security, compliance and governance. | Mitel states its solutions support standards and regimes including HIPAA, FedRAMP, ISO 27001, DORA, MiFID II and DoD JITC. |
| 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 engineering guide specifies Windows 10/11 clients, at least 4 GB client memory, two 2 GHz CPU cores and 2 GB free installation storage for a single-use profile. |
| What it does | Genesys Cloud CX is a cloud contact-center platform combining customer interactions, workforce tools, analytics and automation in one system. | Mitel CX is an enterprise contact-center platform combining voice, digital channels, analytics, automation and workforce tools. |
| Workforce management | The platform provides employee performance, workforce management, forecasting, scheduling, monitoring and adherence capabilities. | Forecasting and scheduling tools predict staffing needs and automate shift planning. |
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
Mitel CX
- CX ElitePriced on request
- CX Essential DigitalPriced on request
- CX Essential VoicePriced on request
- CX PremierPriced 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.