Genesys Cloud CX vs Salesforce Service Cloud
Genesys Cloud CX
genesys.comSalesforce Service Cloud
salesforce.comSide by side
| Figure | Genesys Cloud CX | Salesforce Service Cloud |
|---|---|---|
| Price from | $75/mo | $25/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | — |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 4 | 7 |
| Spec score · Customer Self-Service Software | 9.1 (#1) | 6.6 (#42) |
| Spec score · AI Customer Service Software | 9.1 (#2) | 6.7 (#35) |
| Spec score · Customer Service - Enterprise Software | 9.1 (#3) | 6.8 (#22) |
| Spec score · Call Center CRM Software | 9.1 (#4) | 6.7 (#14) |
| Free plan | No | No |
| Paid from | 75 | 25 |
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
Salesforce Service Cloud
- Starter Suite$25 a month
- Pro Suite$100 a month
- EnterprisePriced on request
- EnterprisePrice not published
- UnlimitedPrice not published
- UnlimitedPriced on request
- Agentforce 1 Service$550 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.
Salesforce Service Cloud
Salesforce Service Cloud has no write-up on Specifiction yet; its figures are above.