Genesys Cloud CX vs Genesys PureConnect [EOL] comparison

Genesys Cloud CX and Genesys PureConnect [EOL] are both solutions in the Workforce Engagement Management category. Additionally, 100% of Genesys Cloud CX users are willing to recommend the solution, compared to 100% of Genesys PureConnect [EOL] users who would recommend it.

Genesys Cloud CX

Read 13 Genesys Cloud CX reviews

5,419 Views
1,517 Comparison Views

100% willing to recommend

Genesys PureConnect [EOL]

Read 1 Genesys PureConnect [EOL] review

100% willing to recommend

Genesys Cloud CX

Genesys PureConnect [EOL]

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between Genesys Cloud CX and Genesys PureConnect [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, NICE, Five9 and others in Workforce Engagement Management.

To learn more, read our detailed Workforce Engagement Management Report (Updated: February 2026).

Buyer's Guide

Workforce Engagement Management

February 2026

Download the complete report

Helped 881,733 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (2nd)

Genesys PureConnect [EOL]

Average Rating

9.0

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Unified omnichannel platform has boosted agent efficiency and improved AI‑driven customer journeys

In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.

Read full review

Mohamed-Saber

Sr. Genesys System Engineer at a tech services company with 201-500 employees

Provides great functionality

There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs. As of now, they are doing great in all areas and they…

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Genesys is brilliant concerning stability."

"The latest version and updates have been great. It really has everything we need."

"Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively."

"The stability is really good."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"Predictive engagement and gamification are valuable features with good inbound functionality."

More Genesys Cloud CX pros

"Can integrate with a lot of gateways in voice."

Cons

"In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"Their WFM product is still pretty immature."

"The cost needs to be improved, and it should be easier to integrate."

More Genesys Cloud CX cons

"Customer support can sometimes be delayed."

Pricing and Cost Advice

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"I rate Genesys Cloud CX's pricing a one out of ten."

"The pricing is a bit expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which Workforce Engagement Management solutions are best for your needs.

See recommendations

881,733 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

Financial Services Firm

17%

Insurance Company

Comms Service Provider

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	6

No data available

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

See all answers

What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

See all answers

What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

See all answers

Ask a question

Earn 20 points

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 5% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Kamailio SIP Server vs Genesys PureConnect [EOL]

Compared 16% of the time

NICE CXone vs Genesys PureConnect [EOL]

Compared 15% of the time

Five9 vs Genesys PureConnect [EOL]

Compared 14% of the time

Cisco Jabber vs Genesys PureConnect [EOL]

Compared 12% of the time

Calabrio ONE vs Genesys PureConnect [EOL]

Compared 9% of the time

More Genesys PureConnect [EOL] Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

January 2026

Download Genesys Cloud CX product report

Buyer's Guide

Workforce Engagement Management

February 2026

Download Genesys PureConnect [EOL] product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Interactive Intelligence Customer Interaction Center, CIC

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

Genesys

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB

Buyer's Guide

Workforce Engagement Management

February 2026

Download Free Report

Find out what your peers are saying about Genesys, NICE, Five9 and others in Workforce Engagement Management. Updated: February 2026.

DOWNLOAD NOW

881,733 professionals have used our research since 2012.

See our list of best Workforce Engagement Management vendors.

We monitor all Workforce Engagement Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.