Genesys Cloud CX vs Oracle Service
Genesys Cloud CX
genesys.comOracle Service
oracle.comSide by side
| Figure | Genesys Cloud CX | Oracle Service |
|---|---|---|
| Price from | $75/mo | $70/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 4 | 4 |
| Spec score · Customer Self-Service Software | 9.1 (#1) | 8.2 (#15) |
| Spec score · Customer Service - Enterprise Software | 9.1 (#3) | 8.4 (#8) |
| Encryption | Encryption details are not stated on the supplied pages. | Oracle states that customer data is encrypted at rest and in transit, with inbound traffic protected by TLS or SFTP. |
| Founded | Gartner lists Genesys as founded in 1990. | 1977 |
| Headquarters | Menlo Park, California, United States | Austin, Texas, USA |
| Integrations | Genesys advertises more than 600 turnkey applications and integrations from over 300 partners through AppFoundry. | Oracle positions Service as connected with sales, finance, supply chain, HR, ERP and asset-management context. |
| Rating on Apple App Store | 4.4 out of 5 from 373 ratings for Genesys Cloud Associate | 4.3 out of 5 from 391 ratings |
| Rating on Capterra | 4.3 out of 5 from 269 reviews | 4.5 out of 5 from 13 reviews |
| Rating on G2 | 4.0 out of 5 from 1,580 reviews | 3.9 out of 5; review page does not state a review count |
| Rating on Gartner Peer Insights | 4.6 out of 5 from 1,189 ratings | 4.3 out of 5 from 78 ratings |
| Rating on Google Play | 3.8 out of 5 from 156 reviews for Genesys Cloud Collaborate | 3.9 out of 5 from 10,600+ reviews |
| Security Compliance | The platform includes enterprise-grade security, compliance and governance. | Oracle states its cloud integration security controls cover SOC 1, SOC 2, ISO 27001, PCI DSS and HIPAA, with certification details available on request. |
| 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. | Fusion browser minimums listed by Oracle are Safari 18.4, Chrome 135, Edge 135 and Firefox 137; Android requires Chrome for Android and iOS supports Safari. |
| What it does | Genesys Cloud CX is a cloud contact-center platform combining customer interactions, workforce tools, analytics and automation in one system. | Oracle Fusion Cloud Service unifies digital self-service, contact-center, field-service and internal-help-desk work with AI agents on one platform. |
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
Oracle Service
- Oracle Fusion Service Enterprise Cloud ServicePriced on request
- Oracle Service Options$70 a month
- Oracle Service Bases$225 a month
- Oracle Service Cloud custom enterprise pricingPriced 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.
Oracle Service
Oracle Service has no write-up on Specifiction yet; its figures are above.