Genesys Cloud CX vs Talkdesk CX Cloud
Genesys Cloud CX
genesys.com
Talkdesk CX Cloud
talkdesk.comSide by side
| Figure | Genesys Cloud CX | Talkdesk CX Cloud |
|---|---|---|
| Price from | $75/mo | $85/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | — |
| Plans published | 4 | 3 |
| Spec score · Call Center Software | 9.3 (#1) | 7.3 (#99) |
| Spec score · Voip Software | 9.1 (#2) | 6.7 (#21) |
| Spec score · Omnichannel Contact Center Software | 9.1 (#3) | 6.8 (#33) |
| Spec score · Call & Contact Center Software | 9.0 (#3) | 6.8 (#24) |
| Spec score · Contact Center Software | 9.0 (#4) | 6.8 (#34) |
| Spec score · Customer Service - Enterprise Software | 9.1 (#3) | 6.8 (#23) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.1 (#3) | 6.7 (#22) |
| Spec score · Contact Center as a Service - Midmarket Software | 9.0 (#3) | 6.8 (#23) |
| Spec score · Cloud Communication Platform | 9.0 (#4) | 6.7 (#25) |
| Spec score · Call Center CRM Software | 9.1 (#4) | 6.7 (#15) |
| Founded | Gartner lists Genesys as founded in 1990. | 2011 |
| Free plan | No | No |
| Headquarters | Menlo Park, California, United States | Palo Alto, California, United States |
| Paid from | 75 | 85 |
| Workforce management | The platform provides employee performance, workforce management, forecasting, scheduling, monitoring and adherence capabilities. | Yes |
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
Talkdesk CX Cloud
- Digital Essentials$85 a month
- Voice Essentials$105 a month
- Elite$165 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.
Talkdesk CX Cloud
Talkdesk CX Cloud is a web-based contact-center platform for voice and digital customer interactions. It supports inbound calling, an outbound dialer and an IVR builder, with omnichannel coverage across voice, web chat, SMS, WhatsApp and Digital Connect. Digital Essentials costs $85 a month, based on a minimum three-year commitment, and includes email, chat, SMS and social messaging, Studio and routing, API access, real-time dashboards, business intelligence and quality management. Voice Essentials costs $105 a month under the same commitment and covers voice engagement with those operational tools. Elite costs $165 a month and combines both Essentials editions with custom reporting, performance management, screen recording, workforce management and proactive outbound engagement. Other listed capabilities include workflow actions, human handoff, multilingual support, speech analytics, sentiment analysis, journey mapping, data export and team leaderboards. Integrations include ServiceNow, Zendesk, Freshdesk, Freshservice, Help Scout, Intercom and Kustomer. The platform has no free plan and runs on the web.